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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| Định dạng: | Sách |
| Ngôn ngữ: | English |
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Springer
2015
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| Truy cập trực tuyến: | https://scholar.dlu.edu.vn/thuvienso/handle/DLU123456789/59448 |
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oai:scholar.dlu.edu.vn:DLU123456789-594482023-11-11T06:40:40Z Complaint Management and Channel Choice: An Analysis of Customer Perceptions Garding, Stefan Bruns, Andrea Management Industrial Economics Business Customer relations Consumer complaints 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. 2015-12-15T02:06:00Z 2015-12-15T02:06:00Z 2015 Book 978-3-319-18179-0 978-3-319-18178-3 https://scholar.dlu.edu.vn/thuvienso/handle/DLU123456789/59448 en application/pdf Springer |
| institution |
Thư viện Trường Đại học Đà Lạt |
| collection |
Thư viện số |
| language |
English |
| topic |
Management Industrial Economics Business Customer relations Consumer complaints |
| spellingShingle |
Management Industrial Economics Business Customer relations Consumer complaints Garding, Stefan Bruns, Andrea Complaint Management and Channel Choice: An Analysis of Customer Perceptions |
| description |
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. |
| format |
Book |
| author |
Garding, Stefan Bruns, Andrea |
| author_facet |
Garding, Stefan Bruns, Andrea |
| author_sort |
Garding, Stefan |
| title |
Complaint Management and Channel Choice:
An Analysis of Customer Perceptions |
| title_short |
Complaint Management and Channel Choice:
An Analysis of Customer Perceptions |
| title_full |
Complaint Management and Channel Choice:
An Analysis of Customer Perceptions |
| title_fullStr |
Complaint Management and Channel Choice:
An Analysis of Customer Perceptions |
| title_full_unstemmed |
Complaint Management and Channel Choice:
An Analysis of Customer Perceptions |
| title_sort |
complaint management and channel choice:
an analysis of customer perceptions |
| publisher |
Springer |
| publishDate |
2015 |
| url |
https://scholar.dlu.edu.vn/thuvienso/handle/DLU123456789/59448 |
| _version_ |
1819775526534905856 |