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Complaint Management and Channel Choice
An Analysis of Customer Perceptions, SpringerBriefs in Business
ISBN/EAN: 9783319181783
Umbreit-Nr.: 8031583
Sprache:
Englisch
Umfang: xv, 104 S., 20 s/w Illustr., 104 p. 20 illus.
Format in cm:
Einband:
kartoniertes Buch
Erschienen am 01.06.2015
Auflage: 1/2015
- Zusatztext
- 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.
- Kurztext
- Provides easy-to-use recommendations for managers derived from customer expectationsInvestigates consumer perceptions and preferences of complaint channelsAnalyzes the relevance of social networks in the context of complaint managementIncludes supplementary material: sn.pub/extras