Complaint Management and Channel Choice: An Analysis of Customer Perceptions

$15.99

Complaint Management and Channel Choice: An Analysis of Customer Perceptions
Authors: Stefan Garding
Year: 2015
Publisher: Springer International Publishing
Language: english
ISBN 13: 9783319181783
ISBN 10: 3319181785
Categories: Business and Economics, Sales and Marketing
Pages: 60
Edition: 1

Availability: 5000 in stock

SKU: 9783319181783 Categories: ,

Complaint Management and Channel Choice: An Analysis of Customer Perceptions Stefan Garding, Andrea Bruns
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. Categories:
Business & Economics – Sales & Marketing
Year:
2015
Edition:
1
Publisher:
Springer International Publishing
Language:
english
Pages:
104 / 113
ISBN 10:
3319181785
ISBN 13:
9783319181783
Series:
SpringerBriefs in Business
File:
55 MB

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Complaint Management and Channel Choice: An Analysis of Customer Perceptions
$15.99

Availability: 5000 in stock