[PDF.35di] Complaint Management and Channel Choice: An Analysis of Customer Perceptions (SpringerBriefs in Business)

Complaint Management and Channel Choice: An Analysis of Customer Perceptions (SpringerBriefs in Business)

[PDF.mg07] Complaint Management and Channel Choice: An Analysis of Customer Perceptions (SpringerBriefs in Business)

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 | #3526775 in eBooks |  2015-05-14 |  2015-05-14 | File type: PDF

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||About the Author|The author’s research interests are complaint management, customer satisfaction and customer loyalty. He has extensive work experience in the telecommunication sector as Consultant, Marketing Manager and Product Manager.

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.

You easily download any file type for your device.Complaint Management and Channel Choice: An Analysis of Customer Perceptions (SpringerBriefs in Business)   |  Stefan Garding, Andrea Bruns. A good, fresh read, highly recommended.

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