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Complaint Management and Channel Choice
Stefan GardingAndrea Bruns
其他書名
An Analysis of Customer Perceptions
出版Springer, 2015-05-14
主題Business & Economics / Customer RelationsBusiness & Economics / Sales & Selling / GeneralBusiness & Economics / Industries / ServiceBusiness & Economics / Management
ISBN33191817939783319181790
URLhttp://books.google.com.hk/books?id=mmprCQAAQBAJ&hl=&source=gbs_api
EBookSAMPLE
註釋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.