Complaint management and channel choice : an analysis of customer perceptions
著者
書誌事項
Complaint management and channel choice : an analysis of customer perceptions
（SpringerBriefs in business）
Springer, c2015
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注記
Includes bibliographical references and index
内容説明・目次
内容説明
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.
目次
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.
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