Complaint Management and Channel Choice
An Analysis of Customer Perceptions
Business & Finance, Marketing & Sales, Customer Service, Sales & Selling
| Author: | Stefan Garding, Andrea Bruns | ISBN: | 9783319181790 |
| Publisher: | Springer International Publishing | Publication: | May 14, 2015 |
| Imprint: | Springer | Language: | English |
| Author: | Stefan Garding, Andrea Bruns |
| ISBN: | 9783319181790 |
| Publisher: | Springer International Publishing |
| Publication: | May 14, 2015 |
| Imprint: | Springer |
| Language: | English |
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.
