Stefan Garding, Andrea Bruns

Broschiertes Buch

Complaint Management and Channel Choice

An Analysis of Customer Perceptions

Beschreibung

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.

Autor

The author's research interests are complaint management, customer satisfaction and customer loyalty. He has extensive work experience in the telecommunication sector as Consultant, Marketing Manager and Product Manager.

Produktdetails

• SpringerBriefs in Business
• Verlag: Springer / Springer International Publishing / Springer, Berlin
• Artikelnr. des Verlages: 978-3-319-18178-3
• 2015
• Seitenzahl: 120
• Erscheinungstermin: 1. Juni 2015
• Englisch
• Abmessung: 235mm x 155mm x 7mm
• Gewicht: 200g
• ISBN-13: 9783319181783
• ISBN-10: 3319181785
• Artikelnr.: 42520103