Complaint Management and Channel Choice / SpringerBriefs in Business (PDF)
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...
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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.
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, 104 Seiten, Englisch
- Verlag: Springer-Verlag GmbH
- ISBN-10: 3319181793
- ISBN-13: 9783319181790
- Erscheinungsdatum: 14.05.2015
Abhängig von Bildschirmgrösse und eingestellter Schriftgrösse kann die Seitenzahl auf Ihrem Lesegerät variieren.
eBook Informationen
- Dateiformat: PDF
- Grösse: 2.58 MB
- Ohne Kopierschutz
- Vorlesefunktion
Sprache:
Englisch
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