Complaint Management and Channel Choice: An Analysis of Customer Perceptions (SpringerBriefs in Business) - Softcover
Synopsis
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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About the Author
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.
"About this title" may belong to another edition of this title.
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Complaint Management and Channel Choice (eng)
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Complaint Management and Channel Choice
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ISBN 10: 3319181785
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Taschenbuch. Condition: Neu. This item is printed on demand - it takes 3-4 days longer - Neuware -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. 120 pp. Englisch. Seller Inventory # 9783319181783
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Complaint Management and Channel Choice: An Analysis of Customer Perceptions (SpringerBriefs in Business)
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Complaint Management and Channel Choice: An Analysis of Customer Perceptions (SpringerBriefs in Business)
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Complaint Management and Channel Choice: An Analysis of Customer Perceptions
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Complaint Management and Channel Choice: An Analysis of Customer Perceptions (SpringerBriefs in Business)
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Complaint Management and Channel Choice
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Condition: New. Dieser Artikel ist ein Print on Demand Artikel und wird nach Ihrer Bestellung fuer Sie gedruckt. Provides easy-to-use recommendations for managers derived from customer expectationsInvestigates consumer perceptions and preferences of complaint channelsAnalyzes the relevance of social networks in the context of complaint management. Seller Inventory # 31548673
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Complaint Management and Channel Choice
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Taschenbuch. Condition: Neu. This item is printed on demand - Print on Demand Titel. Neuware -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.Springer-Verlag KG, Sachsenplatz 4-6, 1201 Wien 120 pp. Englisch. Seller Inventory # 9783319181783