Complaint Management and Channel Choice An Analysis of Customer Perceptions /

• Κύριοι συγγραφείς: Garding, Stefan (Συγγραφέας), Bruns, Andrea (Συγγραφέας)
• Συγγραφή απο Οργανισμό/Αρχή: SpringerLink (Online service)
• Μορφή: Ηλεκτρονική πηγή Ηλ. βιβλίο
• Γλώσσα: English
• Έκδοση: Cham : Springer International Publishing : Imprint: Springer, 2015.
• Σειρά: SpringerBriefs in Business,
• Θέματα: Business.; Customer relations > Management.; Sales management.; Service industries.; Business and Management.; Customer Relationship Management.; Sales/Distribution.; Services.

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...

Πίνακας περιεχομένων:

• 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.