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Complaint management and channel cho...

Bruns, Andrea.

Complaint management and channel choicean analysis of customer perceptions /

紀錄類型:	書目-電子資源 : Monograph/item
正題名/作者:	Complaint management and channel choiceby Stefan Garding, Andrea Bruns.
其他題名:	an analysis of customer perceptions /
作者:	Garding, Stefan.
其他作者:	Bruns, Andrea.
出版者:	Cham :Springer International Publishing :2015.
面頁冊數:	xv, 104 p. :ill., digital ;24 cm.
Contained By:	Springer eBooks
標題:	Consumer complaints.
電子資源:	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 /
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