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Complaint Management and Channel Choice
Garding, Stefan; Bruns, Andrea
€ 73.76
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Description for Complaint Management and Channel Choice
Paperback. Series: SpringerBriefs in Business. Num Pages: 104 pages, 20 black & white illustrations, biography. BIC Classification: KJMV7; KJSU. Category: (P) Professional & Vocational. Dimension: 235 x 155 x 7. Weight in Grams: 197.
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.
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 Details
Format
Paperback
Publication date
2015
Publisher
Springer International Publishing AG Switzerland
Number of pages
104
Condition
New
Series
SpringerBriefs in Business
Number of Pages
104
Place of Publication
Cham, Switzerland
ISBN
9783319181783
SKU
V9783319181783
Shipping Time
Usually ships in 15 to 20 working days
Ref
99-15
About Garding, Stefan; Bruns, Andrea
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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