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Complaint Management and Channel Choice: An Analysis of Customer Perceptions (SpringerBriefs in Business) - Softcover
Synopsis
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.
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About the Author
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.
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Complaint Management and Channel Choice (eng)
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Complaint Management and Channel Choice : An Analysis of Customer Perceptions
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Complaint Management and Channel Choice: An Analysis of Customer Perceptions (SpringerBriefs in Business)
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Complaint Management and Channel Choice
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Springer International Publishing Jun 2015, 2015
ISBN 10: 3319181785
ISBN 13: 9783319181783
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Taschenbuch. Condition: Neu. This item is printed on demand - it takes 3-4 days longer - Neuware -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. 120 pp. Englisch. Seller Inventory # 9783319181783
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Complaint Management and Channel Choice: An Analysis of Customer Perceptions (SpringerBriefs in Business)
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Complaint Management and Channel Choice: An Analysis of Customer Perceptions (SpringerBriefs in Business)
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Complaint Management and Channel Choice: An Analysis of Customer Perceptions
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Complaint Management and Channel Choice: An Analysis of Customer Perceptions (SpringerBriefs in Business)
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