Complaint Management and Channel Choice: An Analysis of Customer Perceptions (SpringerBriefs in Business)

Garding, Stefan; Bruns, Andrea

ISBN 10: 3319181785 / ISBN 13: 9783319181783

Published by Springer, 2015

About this Item

Print on Demand pp. 104.

Seller Inventory # 373616973

Bibliographic Details

• Title: Complaint Management and Channel Choice: An Analysis of Customer Perceptions (SpringerBriefs in Business)
• Publisher: Springer
• Publication Date: 2015
• Language: English
• ISBN 10: 3319181785
• ISBN 13: 9783319181783
• Binding: Soft cover
• Condition: New

About this title

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.

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.