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010   $a3-319-18179-3
024 7 $a10.1007/978-3-319-18179-0
035   $a(CKB)3710000000414294
035   $a(EBL)2095362
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035   $a(PQKBTitleCode)TC0001500708
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035   $a(DE-He213)978-3-319-18179-0
035   $a(MiAaPQ)EBC2095362
035   $a(PPN)186027273
035   $a(EXLCZ)993710000000414294
100   $a20150514d2015      u|         0
101 0 $aeng
135   $aur|n|---|||||
181   $ctxt
182   $cc
183   $acr
200 10$aComplaint Management and Channel Choice $eAn Analysis of Customer Perceptions /$fby Stefan Garding, Andrea Bruns
205   $a1st ed. 2015.
210  1$aCham :$cSpringer International Publishing :$cImprint: Springer,$d2015.
215   $a1 online resource (113 p.)
225 1 $aSpringerBriefs in Business,$x2191-5482
300   $aDescription based upon print version of record.
311   $a3-319-18178-5 
320   $aIncludes bibliographical references at the end of each chapters and index.
327   $aOrganisational 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.
330   $aThis book investigates customer perceptions and expectations of complaint channels. In addition to the conventional channels, the adequacy of online social networks as new complaint channel is analysed. The managerial recommendations to improve customer satisfaction are based on a survey and reveal critical determinants of customer channel choice and their expectation and perception of each complaint channel.
410  0$aSpringerBriefs in Business,$x2191-5482
606   $aCustomer relations?Management
606   $aSales management
606   $aService industries
606   $aCustomer Relationship Management$3https://scigraph.springernature.com/ontologies/product-market-codes/513050
606   $aSales/Distribution$3https://scigraph.springernature.com/ontologies/product-market-codes/524000
606   $aServices$3https://scigraph.springernature.com/ontologies/product-market-codes/527020
615  0$aCustomer relations?Management.
615  0$aSales management.
615  0$aService industries.
615 14$aCustomer Relationship Management.
615 24$aSales/Distribution.
615 24$aServices.
676   $a381.33
700   $aGarding$b Stefan$4aut$4http://id.loc.gov/vocabulary/relators/aut$01059222
702   $aBruns$b Andrea$4aut$4http://id.loc.gov/vocabulary/relators/aut
801  0$bMiAaPQ
801  1$bMiAaPQ
801  2$bMiAaPQ
906   $aBOOK
912   $a9910298469203321
996   $aComplaint Management and Channel Choice$92504689
997   $aUNINA