Complaint Management and Channel Ch - E-book

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Complaint Management And Channel Choice - ENG

An Analysis Of Customer Perceptions

Stefan Garding; Andrea Bruns

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Sinopsis

ISBN:	9783319181790
Formato:	Page Fidelity
Idioma:	Inglés
Editorial:	Springer Nature
Tema:	Negocios y economía
Subtema:	Relación con el cliente
Año de publicación:	2015-05-14

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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