Complaint Management and Channel Choice [electronic resource] : An Analysis of Customer Perceptions / by Stefan Garding, Andrea Bruns.

By:

Garding, Stefan [author.]

Contributor(s):

Series: SpringerBriefs in BusinessPublisher: Cham : Springer International Publishing : Imprint: Springer, 2015Description: XV, 104 p. 20 illus. online resourceContent type:

text

Media type:

computer

Carrier type:

online resource

ISBN:

9783319181790

Subject(s):

Genre/Form:

Electronic books.

Additional physical formats: Printed edition:: No titleDDC classification:

658.812 23

LOC classification:

HF5415.5-HF5415.53

Online resources:

Click here to access online

Contents:

Organisational Complaint Management -- Moving Towards Successful Complaint Management -- Conceptualising Customer Expectations with Complaint Channels -- Analysis of Customers' Complaint Channel Choice and Complaint Behaviour -- Conclusions for Organisational Complaint Management and Future Research.

In: Springer eBooksSummary: 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.

Item type:

eBooks

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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.