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Complaint Management and Channel Choice: An Analysis of Customer Perceptions

Complaint Management and Channel Choice: An Analysis of Customer Perceptions

Paperback

Series: SpringerBriefs in Business

Business GeneralManagementMarketing

ISBN10: 3319181785
ISBN13: 9783319181783
Publisher: Springer
Published: Jun 1 2015
Pages: 104
Weight: 0.40
Height: 0.26 Width: 6.14 Depth: 9.21
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.

Also from

Garding, Stefan

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Marketing