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Complaint Management and Channel Choice: An Analysis of Customer Perceptions de Stefan Garding

Complaint Management and Channel Choice: An Analysis of Customer Perceptions: SpringerBriefs in Business

Autor Stefan Garding, Andrea Bruns
en Limba Engleză Paperback – iun 2015
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.
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Specificații

ISBN-13: 9783319181783
ISBN-10: 3319181785
Pagini: 90
Ilustrații: XV, 104 p. 20 illus.
Dimensiuni: 155 x 235 x 10 mm
Greutate: 0.18 kg
Ediția:2015
Editura: Springer International Publishing
Colecția Springer
Seria SpringerBriefs in Business

Locul publicării:Cham, Switzerland

Public țintă

Professional/practitioner

Cuprins

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.

Notă biografică

The author’s research interests are complaint management, customer satisfaction and customer loyalty. He has extensive work experience in the telecommunication sector as Consultant, Marketing Manager and Product Manager.

Caracteristici

Provides easy-to-use recommendations for managers derived from customer expectations Investigates consumer perceptions and preferences of complaint channels Analyzes the relevance of social networks in the context of complaint management Includes supplementary material: sn.pub/extras