Complaint Management and Channel Choice An Analysis of Customer Perceptions /

• Main Authors: Garding, Stefan (Author), Bruns, Andrea (Author)
• Corporate Author: SpringerLink (Online service)
• Format: Electronic eBook
• Language: English
• Published: Cham : Springer International Publishing : Imprint: Springer, 2015.
• Series: SpringerBriefs in Business,
• Subjects: 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...

Table of Contents:

• 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.