Complaint Management and Channel Choice

Complaint Management and Channel Choice

An Analysis of Customer Perceptions

Paperback - 2015
Rate this:
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.
Publisher: Heidelberg : Springer, 2015.
ISBN: 9783319181783
Characteristics: xv, 104 pages : illustrations ; 24 cm.
Additional Contributors: Bruns, Andrea - Author


From the critics

Community Activity


Add a Comment

There are no comments for this title yet.


Add Age Suitability

There are no ages for this title yet.


Add a Summary

There are no summaries for this title yet.


Add Notices

There are no notices for this title yet.


Add a Quote

There are no quotes for this title yet.

Explore Further

Browse by Call Number

Subject Headings


Find it at CPL

To Top