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Complaint Management and Channel Choice

Complaint Management and Channel Choice

Andrea Bruns / Stefan Garding

67,08 €
IVA incluido
Disponible
Editorial:
Springer Nature B.V.
Año de edición:
2015
Materia
Ventas y marketing
ISBN:
9783319181783
67,08 €
IVA incluido
Disponible

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Sobre IBD

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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