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Books > Business & Economics > Business & management > Sales & marketing > Customer services

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Complaint Management and Channel Choice - An Analysis of Customer Perceptions (Paperback, 2015 ed.) Loot Price: R1,814

Discovery Miles 18 140

Repayment Terms: R170 pm x 12*

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Complaint Management and Channel Choice - An Analysis of Customer Perceptions (Paperback, 2015 ed.): Stefan Garding, Andrea...

Complaint Management and Channel Choice - An Analysis of Customer Perceptions (Paperback, 2015 ed.)

Stefan Garding, Andrea Bruns

Series: SpringerBriefs in Business

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Loot Price R1,814 Discovery Miles 18 140 | Repayment Terms: R170 pm x 12*

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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.

General

Imprint:	Springer International Publishing AG
Country of origin:	Switzerland
Series:	SpringerBriefs in Business
Release date:	May 2015
First published:	2015
Authors:	Stefan Garding • Andrea Bruns
Dimensions:	235 x 155 x 7mm (L x W x T)
Format:	Paperback
Pages:	104
Edition:	2015 ed.
ISBN-13:	978-3-319-18178-3
Categories:	Books > Business & Economics > Business & management > Sales & marketing > Sales & marketing management Books > Business & Economics > Business & management > Sales & marketing > Customer services Promotions
LSN:	3-319-18178-5
Barcode:	9783319181783