Ebók
Complaint Management and Channel Choice
An Analysis of Customer Perceptions
Stefan Garding; Andrea Bruns
Springer Nature
Prísur
374,95 kr.
Vørulýsing av
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.
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