LEADER 03538nam  22005415  450 
001 9910337783803321
005 20200629212050.0
010   $a3-319-98705-4
024 7 $a10.1007/978-3-319-98705-7
035   $a(CKB)4100000007592220
035   $a(MiAaPQ)EBC5660312
035   $a(DE-He213)978-3-319-98705-7
035   $a(PPN)233800476
035   $a(EXLCZ)994100000007592220
100   $a20190131d2019      u|         0
101 0 $aeng
135   $aurcnu||||||||
181   $ctxt$2rdacontent
182   $cc$2rdamedia
183   $acr$2rdacarrier
200 10$aEffective Complaint Management $eThe Business Case for Customer Satisfaction /$fby Bernd Stauss, Wolfgang Seidel
205   $a2nd ed. 2019.
210  1$aCham :$cSpringer International Publishing :$cImprint: Springer,$d2019.
215   $a1 online resource (496 pages)
225 1 $aManagement for Professionals,$x2192-8096
311   $a3-319-98704-6 
327   $aComplaint Management in a Customer-Oriented Firm -- Complaints -- The Behavior of Dissatisfied Customers -- Principles of Complaint Management -- Strategic Planning of Complaint Management -- Complaint Stimulation -- Complaint Acceptance -- Complaint Processing -- Complaint Reaction -- Complaint Evaluation -- Complaint-Management Controlling -- Complaint Reporting -- Utilization of Complaint Information -- Human Resource Aspects of Complaint Management -- Organizational Aspects of Complaint Management -- Technological Aspects of Complaint Management -- Social Media Complaints -- Implementing Active Complaint Management -- Quick Test Complaint Management.
330   $aThis practice- and research-based book caters to the needs of executive managers who see customer satisfaction as their primary goal. The authors identify the need for an effective complaint management strategy that prevents the loss of dissatisfied customers. Dissatisfied customers are at risk of migrating; accordingly, neglecting professional complaint management poses a considerable threat to customer relationships, sales and profits. The book offers a comprehensive management concept, which emphasizes direct contact with the complainant by employing complaint stimulation, acceptance, processing and reaction. Further, it discusses the relevant ?backstage? tasks involved in using complaint information to achieve quality improvements and cost reductions through complaint analysis, controlling and reporting. .
410  0$aManagement for Professionals,$x2192-8096
606   $aCustomer relations?Management
606   $aCall centers
606   $aLeadership
606   $aCustomer Relationship Management$3https://scigraph.springernature.com/ontologies/product-market-codes/513050
606   $aCall Center/Customer Service$3https://scigraph.springernature.com/ontologies/product-market-codes/524010
606   $aBusiness Strategy/Leadership$3https://scigraph.springernature.com/ontologies/product-market-codes/515010
615  0$aCustomer relations?Management.
615  0$aCall centers.
615  0$aLeadership.
615 14$aCustomer Relationship Management.
615 24$aCall Center/Customer Service.
615 24$aBusiness Strategy/Leadership.
676   $a658.812
700   $aStauss$b Bernd$4aut$4http://id.loc.gov/vocabulary/relators/aut$0999182
702   $aSeidel$b Wolfgang$4aut$4http://id.loc.gov/vocabulary/relators/aut
906   $aBOOK
912   $a9910337783803321
996   $aEffective Complaint Management$92292401
997   $aUNINA