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Complaint management and channel cho...

Bruns, Andrea.

Complaint management and channel choice[electronic resource] :an analysis of customer perceptions /

紀錄類型:	書目-電子資源 : Monograph/item
杜威分類號:	658.812
書名/作者:	Complaint management and channel choice : an analysis of customer perceptions // by Stefan Garding, Andrea Bruns.
作者:	Garding, Stefan.
其他作者:	Bruns, Andrea.
出版者:	Cham : : Springer International Publishing :, 2015.
面頁冊數:	xv, 104 p. : : ill., digital ;; 24 cm.
Contained By:	Springer eBooks
標題:	Consumer complaints.
標題:	Customer relations - Management.
標題:	Economics/Management Science.
標題:	Marketing.
標題:	Sales/Distribution/Call Center/Customer Service.
標題:	Services.
ISBN:	9783319181790 (electronic bk.)
ISBN:	9783319181783 (paper)
內容註:	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.
摘要、提要註:	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.
電子資源:	http://dx.doi.org/10.1007/978-3-319-18179-0

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

Complaint management and channel choicean analysis of customer perceptions /[electronic resource] :by Stefan Garding, Andrea Bruns. - Cham :Springer International Publishing :2015. - xv, 104 p. :ill., digital ;24 cm. - SpringerBriefs in business,2191-5482. - SpringerBriefs in business..

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.

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.

ISBN: 9783319181790 (electronic bk.)

Standard No.: 10.1007/978-3-319-18179-0doiSubjects--Topical Terms:

626186
Consumer complaints.

LC Class. No.: HF5415.52

Dewey Class. No.: 658.812

Complaint management and channel choice[electronic resource] :an analysis of customer perceptions /
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650 0 $a Consumer complaints. $3 626186
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