Complaint management and channel choice : an analysis of customer perceptions
Author(s)
Bibliographic Information
Complaint management and channel choice : an analysis of customer perceptions
（SpringerBriefs in business）
Springer, c2015
Available at / 2 libraries
-
No Libraries matched.
- Remove all filters.
Note
Includes bibliographical references and index
Description and Table of Contents
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.
Table of Contents
Organisational Complaint Management.- Moving Towards Successful Complaint Management.- Conceptualising Customer Expectations with Complaint Channels.- Analysis of Customers' Complaint Channel Choice and Complaint Behaviour.- Conclusions for Organisational Complaint Management and Future Research.
by "Nielsen BookData"
