Complaint Management and Channel Choice: An Analysis of Customer Perceptions

Complaint Management and Channel Choice: An Analysis of Customer Perceptions

Author
Stefan Garding, Andrea Bruns (auth.)
Publisher
Springer International Publishing
Language
English
Edition
1
Year
2015
Page
104
ISBN
978-3-319-18178-3,978-3-319-18179-0
File Type
pdf
File Size
2.6 MiB

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.

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