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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Bibliografische gegevens
Hoofdauteur: Garding, Stefan
Formaat: Boek
Taal:Undetermined
Gepubliceerd in: Cham Springer 2015
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Thư viện lưu trữ: Trung tâm Học liệu Trường Đại học Cần Thơ

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