Complaint Management and Channel Choice: An Analysis of Customer Perceptions
Author:   Stefan Garding ,  Andrea Bruns
Publisher:   Springer International Publishing AG
Edition:   2015 ed.
ISBN:  

9783319181783


Pages:   104
Publication Date:   01 June 2015
Format:   Paperback
Availability:   Manufactured on demand   Availability explained
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Complaint Management and Channel Choice: An Analysis of Customer Perceptions


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Overview

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.

Full Product Details

Author:   Stefan Garding ,  Andrea Bruns
Publisher:   Springer International Publishing AG
Imprint:   Springer International Publishing AG
Edition:   2015 ed.
Dimensions:   Width: 15.50cm , Height: 0.70cm , Length: 23.50cm
Weight:   1.942kg
ISBN:  

9783319181783


ISBN 10:   3319181785
Pages:   104
Publication Date:   01 June 2015
Audience:   Professional and scholarly ,  Professional & Vocational
Format:   Paperback
Publisher's Status:   Active
Availability:   Manufactured on demand   Availability explained
We will order this item for you from a manufactured on demand supplier.

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Author Information

The author’s research interests are complaint management, customer satisfaction and customer loyalty. He has extensive work experience in the telecommunication sector as Consultant, Marketing Manager and Product Manager.

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