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Complaint Management and Channel Choice: An Analysis of Customer Perceptions by Stefan Garding, Andrea Bruns (Paperback, 2015)
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ISBN-13: 9783319181783, 978-3319181783. In addition to the conventional channels, the adequacy of online social networks as new complaint channel is analysed. Publisher: Springer International Publishing AG, Switzerland.
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About this product
Product Information
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.Product Identifiers
PublisherSpringer International Publishing A&G
ISBN-139783319181783
eBay Product ID (ePID)213156479
Product Key Features
Number of Pages104 Pages
LanguageEnglish
Publication NameComplaint Management and Channel Choice: an Analysis of Customer Perceptions
Publication Year2015
SubjectMarketing, Business
TypeTextbook
AuthorStefan Garding, Andrea Bruns
SeriesSpringerbriefs in Business
FormatPaperback
Dimensions
Item Height235 mm
Item Weight1942 g
Item Width155 mm
Additional Product Features
Country/Region of ManufactureSwitzerland
Title_AuthorAndrea Bruns, Stefan Garding
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