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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: R1,905

Discovery Miles 19 050

Repayment Terms: R179 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 R1,905 Discovery Miles 19 050 | Repayment Terms: R179 pm x 12*

Expected to ship within 10 - 15 working days

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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