03142nam 22006735 450 991029846920332120200920040008.03-319-18179-310.1007/978-3-319-18179-0(CKB)3710000000414294(EBL)2095362(SSID)ssj0001500708(PQKBManifestationID)11918515(PQKBTitleCode)TC0001500708(PQKBWorkID)11518476(PQKB)10124929(DE-He213)978-3-319-18179-0(MiAaPQ)EBC2095362(PPN)186027273(EXLCZ)99371000000041429420150514d2015 u| 0engur|n|---|||||txtccrComplaint Management and Channel Choice An Analysis of Customer Perceptions /by Stefan Garding, Andrea Bruns1st ed. 2015.Cham :Springer International Publishing :Imprint: Springer,2015.1 online resource (113 p.)SpringerBriefs in Business,2191-5482Description based upon print version of record.3-319-18178-5 Includes bibliographical references at the end of each chapters and index.Organisational Complaint Management -- Moving Towards Successful Complaint Management -- Conceptualising Customer Expectations with Complaint Channels -- Analysis of Customers' Complaint Channel Choice and Complaint Behaviour -- Conclusions for Organisational Complaint Management and Future Research.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.SpringerBriefs in Business,2191-5482Customer relations—ManagementSales managementService industriesCustomer Relationship Managementhttps://scigraph.springernature.com/ontologies/product-market-codes/513050Sales/Distributionhttps://scigraph.springernature.com/ontologies/product-market-codes/524000Serviceshttps://scigraph.springernature.com/ontologies/product-market-codes/527020Customer relations—Management.Sales management.Service industries.Customer Relationship Management.Sales/Distribution.Services.381.33Garding Stefanauthttp://id.loc.gov/vocabulary/relators/aut1059222Bruns Andreaauthttp://id.loc.gov/vocabulary/relators/autMiAaPQMiAaPQMiAaPQBOOK9910298469203321Complaint Management and Channel Choice2504689UNINA