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Complaint Management and Channel Choice

Stefan Garding
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      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.
      Format: Paperback / softback CONTRIBUTORS: Stefan Garding EAN: 9783319181783 COUNTRY: Switzerland PAGES: WEIGHT: 1942 g HEIGHT: 235 cm
      PUBLISHED BY: Springer International Publishing AG DATE PUBLISHED: 2015-06-01 CITY: GENRE: BUSINESS & ECONOMICS / Customer Relations, BUSINESS & ECONOMICS / Sales & Selling / General, BUSINESS & ECONOMICS / Industries / Service WIDTH: 155 cm SPINE:

      Book Themes:

      Sales and marketing, Customer services, Hospitality and service industries

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      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.
      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.
      Format: Paperback / softback CONTRIBUTORS: Stefan Garding EAN: 9783319181783 COUNTRY: Switzerland PAGES: WEIGHT: 1942 g HEIGHT: 235 cm
      PUBLISHED BY: Springer International Publishing AG DATE PUBLISHED: 2015-06-01 CITY: GENRE: BUSINESS & ECONOMICS / Customer Relations, BUSINESS & ECONOMICS / Sales & Selling / General, BUSINESS & ECONOMICS / Industries / Service WIDTH: 155 cm SPINE:

      Book Themes:

      Sales and marketing, Customer services, Hospitality and service industries

      Customer Reviews

      Be the first to write a review
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      (0)
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      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.

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