Complaint Management and Channel Choice : An Analysis of Customer Perceptions (Springerbriefs in Business) （2015）

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Complaint Management and Channel Choice : An Analysis of Customer Perceptions (Springerbriefs in Business) （2015）

Garding, Stefan/ Bruns, Andrea

Springer International Publishing AG（2015/06発売）

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製本 Paperback:紙装版/ペーパーバック版／ページ数 104 p.
言語 ENG
商品コード 9783319181783
DDC分類 658.812

Full 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.

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.