01026nam a2200217Ia 4500 CTU_207727 210402s9999 xx 000 0 und d 1250000 658.812 G219 Garding, Stefan Complaint management and channel choice : An analysis of customer perceptions Stefan Garding, Andrea Bruns Cham Springer 2015 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. Consumer complaints,Khách hàng khiếu nại Hải Trung tâm Học liệu Trường Đại học Cần Thơ