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.

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