Complaint Management and Channel Choice An Analysis of Customer Perceptions
Başlık:
Complaint Management and Channel Choice An Analysis of Customer Perceptions
Yazar:
Garding, Stefan. author.
ISBN:
9783319181790
Yazar:
Fiziksel Niteleme:
XV, 104 p. 20 illus. online resource.
Seri:
SpringerBriefs in Business,
İçindekiler:
Organisational Complaint Management -- Moving Towards Successful Complaint Management -- Conceptualising Customer Expectations with Complaint Channels -- Analysis of Customers' Complaint Channel Choice and Complaint Behaviour -- Conclusions for Organisational Complaint Management and Future Research.
Özet:
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.
Yazar Ek Girişi:
Ek Kurum Yazar:
Elektronik Erişim:
http://dx.doi.org/10.1007/978-3-319-18179-0