Complaint Management and Channel Choice

Beschreibung

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.
Provides easy-to-use recommendations for managers derived from customer expectations Investigates consumer perceptions and preferences of complaint channels Analyzes the relevance of social networks in the context of complaint management Includes supplementary material: sn.pub/extras

Autor*in

Stefan Garding

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Complaint channel Constomer complaint behavior Customer relationship Customer satisfaction Service quality Social networks

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