Complaint Management and Channel Choice

Complaint Management and Channel Choice

An Analysis of Customer Perceptions

Paperback - 2015
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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.
Publisher: Heidelberg : Springer, 2015.
ISBN: 9783319181783
3319181785
Characteristics: xv, 104 pages : illustrations ; 24 cm.
Additional Contributors: Bruns, Andrea - Author

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