Complaint Management and Channel Choice

An Analysis of Customer Perceptions

Business & Finance, Marketing & Sales, Customer Service, Sales & Selling
Cover of the book Complaint Management and Channel Choice by Stefan Garding, Andrea Bruns, Springer International Publishing
View on Amazon View on AbeBooks View on Kobo View on B.Depository View on eBay View on Walmart
Author: Stefan Garding, Andrea Bruns ISBN: 9783319181790
Publisher: Springer International Publishing Publication: May 14, 2015
Imprint: Springer Language: English
Author: Stefan Garding, Andrea Bruns
ISBN: 9783319181790
Publisher: Springer International Publishing
Publication: May 14, 2015
Imprint: Springer
Language: English
View on Amazon View on AbeBooks View on Kobo View on B.Depository View on eBay View on Walmart

This book investigates customer perceptions and expectations of complaint channels. In addition to the conventional channels, the adequacy of online social networks as new complaint channel is analysed. The managerial recommendations to improve customer satisfaction are based on a survey and reveal critical determinants of customer channel choice and their expectation and perception of each complaint channel.

View on Amazon View on AbeBooks View on Kobo View on B.Depository View on eBay View on Walmart

This book investigates customer perceptions and expectations of complaint channels. In addition to the conventional channels, the adequacy of online social networks as new complaint channel is analysed. The managerial recommendations to improve customer satisfaction are based on a survey and reveal critical determinants of customer channel choice and their expectation and perception of each complaint channel.

More books from Springer International Publishing

Cover of the book Human-Computer Interaction. Interaction Technologies by Stefan Garding, Andrea Bruns
Cover of the book Multi-Stage and Multi-Time Scale Feedback Control of Linear Systems with Applications to Fuel Cells by Stefan Garding, Andrea Bruns
Cover of the book Dynamics of Coupled Structures, Volume 4 by Stefan Garding, Andrea Bruns
Cover of the book Technoliberalism and the End of Participatory Culture in the United States by Stefan Garding, Andrea Bruns
Cover of the book The Symbolic Politics of European Integration by Stefan Garding, Andrea Bruns
Cover of the book Queueing Theory and Network Applications by Stefan Garding, Andrea Bruns
Cover of the book Databases and Information Systems by Stefan Garding, Andrea Bruns
Cover of the book Measurement in Machining and Tribology by Stefan Garding, Andrea Bruns
Cover of the book Transactions on Computational Collective Intelligence XXVIII by Stefan Garding, Andrea Bruns
Cover of the book The Dieselgate by Stefan Garding, Andrea Bruns
Cover of the book Continuous Fuzzy Evaluation Methods: A Novel Tool for the Analysis and Decision Making in Football (or Soccer) Matches by Stefan Garding, Andrea Bruns
Cover of the book Embedded Systems Design with Special Arithmetic and Number Systems by Stefan Garding, Andrea Bruns
Cover of the book Data and Information Quality by Stefan Garding, Andrea Bruns
Cover of the book Perspectives on Elderly Crime and Victimization by Stefan Garding, Andrea Bruns
Cover of the book Statistical Analysis of Next Generation Sequencing Data by Stefan Garding, Andrea Bruns
We use our own "cookies" and third party cookies to improve services and to see statistical information. By using this website, you agree to our Privacy Policy