Complaint management and channel choice: [electronic resource] :: an analysis of customer perceptions /: Stefan Garding, Andrea Bruns.

Garding, Stefan,; Bruns, Andrea,

doi:10.1007/978-3-319-18179-0

Complaint management and channel choice [electronic resource] : an analysis of customer perceptions / Stefan Garding, Andrea Bruns.

Garding, Stefan, author.; Bruns, Andrea, author.

2015

HF5415.52

Available Online

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Details

Title

Complaint management and channel choice [electronic resource] : an analysis of customer perceptions / Stefan Garding, Andrea Bruns.

Author

Garding, Stefan, author.

ISBN

9783319181790 electronic book
3319181793 electronic book
9783319181783

DOI

https://doi.org/10.1007/978-3-319-18179-0

Published

Cham : Springer, 2015.

Language

English

Description

1 online resource (xv, 104 pages) : illustrations

Item Number

10.1007/978-3-319-18179-0 doi

Call Number

HF5415.52

Dewey Decimal Classification

658.8/12

Summary

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.

Bibliography, etc. Note

Includes bibliographical references and index.

Access Note

Access limited to authorized users.

Source of Description

Online resource; title from PDF title page (SpringerLink, viewed May 21, 2015).

Added Author

Bruns, Andrea, author.

Series

SpringerBriefs in business.

Available in Other Form

Print version: 9783319181783