Complaint management and channel choice : An analysis of customer perceptions
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...
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| Autor principal: | |
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| Formato: | Livro |
| Idioma: | Undetermined |
| Publicado em: |
Cham
Springer
2015
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| Assuntos: | |
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| Thư viện lưu trữ: | Trung tâm Học liệu Trường Đại học Cần Thơ |
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| LEADER | 01026nam a2200217Ia 4500 | ||
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| 008 | 210402s9999 xx 000 0 und d | ||
| 020 | |c 1250000 | ||
| 082 | |a 658.812 | ||
| 082 | |b G219 | ||
| 100 | |a Garding, Stefan | ||
| 245 | 0 | |a Complaint management and channel choice : | |
| 245 | 3 | |b An analysis of customer perceptions | |
| 245 | 0 | |c Stefan Garding, Andrea Bruns | |
| 260 | |a Cham | ||
| 260 | |b Springer | ||
| 260 | |c 2015 | ||
| 520 | |a 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. | ||
| 650 | |a Consumer complaints,Khách hàng khiếu nại | ||
| 904 | |i Hải | ||
| 980 | |a Trung tâm Học liệu Trường Đại học Cần Thơ | ||