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作者 Garding, Stefan, author
書名 Complaint management and channel choice : an analysis of customer perceptions / by Stefan Garding, Andrea Bruns
出版項 Cham : Springer International Publishing : Imprint: Springer, 2015
國際標準書號 9783319181790 (electronic bk.)
9783319181783 (paper)
國際標準號碼 10.1007/978-3-319-18179-0 doi
book jacket
說明 1 online resource (xv, 104 pages) : illustrations, digital ; 24 cm
text txt rdacontent
computer c rdamedia
online resource cr rdacarrier
text file PDF rda
系列 SpringerBriefs in business, 2191-5482
SpringerBriefs in business
附註 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
Host Item Springer eBooks
主題 Consumer complaints
Customer relations -- Management
Economics/Management Science
Marketing
Sales/Distribution/Call Center/Customer Service
Services
Alt Author Bruns, Andrea, author
SpringerLink (Online service)
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