LEADER 03142nam 22006735 450 001 9910298469203321 005 20200920040008.0 010 $a3-319-18179-3 024 7 $a10.1007/978-3-319-18179-0 035 $a(CKB)3710000000414294 035 $a(EBL)2095362 035 $a(SSID)ssj0001500708 035 $a(PQKBManifestationID)11918515 035 $a(PQKBTitleCode)TC0001500708 035 $a(PQKBWorkID)11518476 035 $a(PQKB)10124929 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 LEADER 01470nam0 22003251i 450 001 UON00318036 005 20231205104128.67 010 $a978-90-272-5412-2 100 $a20081203d2007 |0itac50 ba 101 $aeng 102 $aNL 105 $a|||| ||||| 200 1 $aConceptual structure in lexical items$eThe lexicalisation of communication concepts in English, German and Dutch$fKristel Proost 210 $aAmsterdam$aPhiladelphia$cJohn Benjamins Publishing Company$d2007 215 $a304 p.$cill.$d25 cm 410 1$1001UON00172730$12001 $aPragmatics & Beyond New Series$1210 $aAmsterdam$aPhiladelphia$cJ. Benjamins$v168 606 $aCOMUNICAZIONE (LINGUAGGIO)$xStudi$3UONC069376$2FI 606 $aGrammatica comparativa e generale$3UONC047537$2FI 606 $aLessicologia$3UONC019001$2FI 620 $aUS$dPhiladelphia$3UONL000152 620 $aNL$dAmsterdam$3UONL001817 676 $a413.028$cLESSICOGRAFIA$v21 700 1$aPROOST$bKristel$3UONV182029$0698531 712 $aJohn Benjamins Publishing Company$3UONV256739$4650 801 $aIT$bSOL$c20260109$gRICA 899 $aSIBA - SISTEMA BIBLIOTECARIO DI ATENEO E ARCHIVIO STORICO$2UONSI 912 $aUON00318036 950 $aSIBA - SISTEMA BIBLIOTECARIO DI ATENEO E ARCHIVIO STORICO$dSI GLOTT A 7 III 016 $eSI MC 32161 7 016 996 $aConceptual structure in lexical items$91372609 997 $aUNIOR