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Complaint management and channel cho...

Garding, Stefan.

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Complaint management and channel choice = an analysis of customer perceptions /

Record Type:	Electronic resources : Monograph/item
Title/Author:	Complaint management and channel choice/ by Stefan Garding, Andrea Bruns.
Reminder of title:	an analysis of customer perceptions /
Author:	Garding, Stefan.
other author:	Bruns, Andrea.
Published:	Cham :Springer International Publishing : : 2015.,
Description:	xv, 104 p. :ill., digital ;24 cm.
[NT 15003449]:	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.
Contained By:	Springer eBooks
Subject:	Consumer complaints. -
Online resource:	http://dx.doi.org/10.1007/978-3-319-18179-0
ISBN:	9783319181790 (electronic bk.)

Complaint management and channel choice = 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:

750673
Consumer complaints.

LC Class. No.: HF5415.52

Dewey Class. No.: 658.812

Complaint management and channel choice = an analysis of customer perceptions /
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245 1 0 $a Complaint management and channel choice $h [electronic resource] : $b an analysis of customer perceptions / $c by Stefan Garding, Andrea Bruns.
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490 1 $a SpringerBriefs in business, $x 2191-5482
505 0 $a 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.
520 $a 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.
650 0 $a Consumer complaints. $3 750673
650 0 $a Customer relations $x Management. $3 582814
650 1 4 $a Economics/Management Science. $3 890844
650 2 4 $a Marketing. $3 536353
650 2 4 $a Sales/Distribution/Call Center/Customer Service. $3 1620159
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950 $a Business and Economics (Springer-11643)