|
|
|
|
| LEADER |
02417nam a22004935i 4500 |
| 001 |
978-3-319-18179-0 |
| 003 |
DE-He213 |
| 005 |
20151204174240.0 |
| 007 |
cr nn 008mamaa |
| 008 |
150514s2015 gw | s |||| 0|eng d |
| 020 |
|
|
|a 9783319181790
|9 978-3-319-18179-0
|
| 024 |
7 |
|
|a 10.1007/978-3-319-18179-0
|2 doi
|
| 040 |
|
|
|d GrThAP
|
| 050 |
|
4 |
|a HF5415.5-HF5415.53
|
| 072 |
|
7 |
|a KJSU
|2 bicssc
|
| 072 |
|
7 |
|a BUS018000
|2 bisacsh
|
| 082 |
0 |
4 |
|a 658.812
|2 23
|
| 100 |
1 |
|
|a Garding, Stefan.
|e author.
|
| 245 |
1 |
0 |
|a Complaint Management and Channel Choice
|h [electronic resource] :
|b An Analysis of Customer Perceptions /
|c by Stefan Garding, Andrea Bruns.
|
| 264 |
|
1 |
|a Cham :
|b Springer International Publishing :
|b Imprint: Springer,
|c 2015.
|
| 300 |
|
|
|a XV, 104 p. 20 illus.
|b online resource.
|
| 336 |
|
|
|a text
|b txt
|2 rdacontent
|
| 337 |
|
|
|a computer
|b c
|2 rdamedia
|
| 338 |
|
|
|a online resource
|b cr
|2 rdacarrier
|
| 347 |
|
|
|a text file
|b PDF
|2 rda
|
| 490 |
1 |
|
|a SpringerBriefs in Business,
|x 2191-5482
|
| 505 |
0 |
|
|a 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.
|
| 520 |
|
|
|a 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.
|
| 650 |
|
0 |
|a Business.
|
| 650 |
|
0 |
|a Customer relations
|x Management.
|
| 650 |
|
0 |
|a Sales management.
|
| 650 |
|
0 |
|a Service industries.
|
| 650 |
1 |
4 |
|a Business and Management.
|
| 650 |
2 |
4 |
|a Customer Relationship Management.
|
| 650 |
2 |
4 |
|a Sales/Distribution.
|
| 650 |
2 |
4 |
|a Services.
|
| 700 |
1 |
|
|a Bruns, Andrea.
|e author.
|
| 710 |
2 |
|
|a SpringerLink (Online service)
|
| 773 |
0 |
|
|t Springer eBooks
|
| 776 |
0 |
8 |
|i Printed edition:
|z 9783319181783
|
| 830 |
|
0 |
|a SpringerBriefs in Business,
|x 2191-5482
|
| 856 |
4 |
0 |
|u http://dx.doi.org/10.1007/978-3-319-18179-0
|z Full Text via HEAL-Link
|
| 912 |
|
|
|a ZDB-2-SBE
|
| 950 |
|
|
|a Business and Economics (Springer-11643)
|
