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Complaint Management and Channel Choice

An Analysis of Customer Perceptions
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  • Complaint Management and Channel Choice by Stefan Garding
  • Complaint Management and Channel Choice by Stefan Garding
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Description

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.

Author Biography:

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.
Release date NZ
June 1st, 2015
Audience
  • Professional & Vocational
Illustrations
20 Illustrations, black and white; XV, 104 p. 20 illus.
Pages
104
Dimensions
155x235x7
ISBN-13
9783319181783
Product ID
23108317

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