國立高雄大學圖資館 |

Language: English

Back

Complaint management and channel cho...

Bruns, Andrea.

Complaint management and channel choicean analysis of customer perceptions /

Record Type:	Electronic resources : Monograph/item
Title/Author:	Complaint management and channel choiceby Stefan Garding, Andrea Bruns.
Reminder of title:	an analysis of customer perceptions /
Author:	Garding, Stefan.
other author:	Bruns, Andrea.
Published:	Cham :Springer International Publishing :2015.
Description:	xv, 104 p. :ill., digital ;24 cm.
Contained By:	Springer eBooks
Subject:	Consumer complaints.
Online resource:	http://dx.doi.org/10.1007/978-3-319-18179-0
ISBN:	9783319181790 (electronic bk.)

Complaint management and channel choicean analysis of customer perceptions /
Garding, Stefan.

Complaint management and channel choicean analysis of customer perceptions /[electronic resource] :by Stefan Garding, Andrea Bruns. - Cham :Springer International Publishing :2015. - xv, 104 p. :ill., digital ;24 cm. - SpringerBriefs in business,2191-5482. - SpringerBriefs in business..

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.

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.

ISBN: 9783319181790 (electronic bk.)

Standard No.: 10.1007/978-3-319-18179-0doiSubjects--Topical Terms:

724614
Consumer complaints.

LC Class. No.: HF5415.52

Dewey Class. No.: 658.812

Complaint management and channel choicean analysis of customer perceptions /
LDR:01768nmm a2200337 a 4500 001 468868
003 DE-He213
005 20151209143924.0
006 m d
007 cr nn 008maaau
008 160118s2015 gw s 0 eng d
020 $a 9783319181790 (electronic bk.)
020 $a 9783319181783 (paper)
024 7 $a 10.1007/978-3-319-18179-0 $2 doi
035 $a 978-3-319-18179-0
040 $a GP $c GP
041 0 $a eng
050 4 $a HF5415.52
072 7 $a KJS $2 bicssc
072 7 $a KJSM $2 bicssc
072 7 $a BUS043000 $2 bisacsh
082 0 4 $a 658.812 $2 23
090 $a HF5415.52 $b .G224 2015
100 1 $a Garding, Stefan. $3 724612
245 1 0 $a Complaint management and channel choice $h [electronic resource] : $b an analysis of customer perceptions / $c by Stefan Garding, Andrea Bruns.
260 $a Cham : $b Springer International Publishing : $b Imprint: Springer, $c 2015.
300 $a xv, 104 p. : $b ill., digital ; $c 24 cm.
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 Consumer complaints. $3 724614
650 0 $a Customer relations $x Management. $3 202165
650 1 4 $a Economics/Management Science. $3 273684
650 2 4 $a Marketing. $3 182957
650 2 4 $a Sales/Distribution/Call Center/Customer Service. $3 572933
650 2 4 $a Services. $3 675813
700 1 $a Bruns, Andrea. $3 724613
710 2 $a SpringerLink (Online service) $3 273601
773 0 $t Springer eBooks
830 0 $a SpringerBriefs in business. $3 558493
856 4 0 $u http://dx.doi.org/10.1007/978-3-319-18179-0
950 $a Business and Economics (Springer-11643)