Complaint Management and Channel Choice
An Analysis of Customer Perceptions
(Sprache: Englisch)
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...
Voraussichtlich lieferbar in 3 Tag(en)
versandkostenfrei
Buch (Kartoniert)
Fr. 67.00
inkl. MwSt.
- Kreditkarte, Paypal, Rechnungskauf
- 30 Tage Widerrufsrecht
Produktdetails
Produktinformationen zu „Complaint Management and Channel Choice “
Klappentext zu „Complaint Management and Channel Choice “
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.
Inhaltsverzeichnis zu „Complaint Management and Channel Choice “
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.
Autoren-Porträt von Stefan Garding, Andrea Bruns
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.
Bibliographische Angaben
- Autoren: Stefan Garding , Andrea Bruns
- 2015, 2015, XV, 104 Seiten, Masse: 15,5 x 23,5 cm, Kartoniert (TB), Englisch
- Verlag: Springer, Berlin
- ISBN-10: 3319181785
- ISBN-13: 9783319181783
- Erscheinungsdatum: 01.06.2015
Sprache:
Englisch
Kommentar zu "Complaint Management and Channel Choice"
0 Gebrauchte Artikel zu „Complaint Management and Channel Choice“
| Zustand | Preis | Porto | Zahlung | Verkäufer | Rating |
|---|
Schreiben Sie einen Kommentar zu "Complaint Management and Channel Choice".
Kommentar verfassen