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Effective Complaint Management : The Business Case for Customer Satisfaction / / by Bernd Stauss, Wolfgang Seidel
| Effective Complaint Management : The Business Case for Customer Satisfaction / / by Bernd Stauss, Wolfgang Seidel |
| Autore | Stauss Bernd |
| Edizione | [2nd ed. 2019.] |
| Pubbl/distr/stampa | Cham : , : Springer International Publishing : , : Imprint : Springer, , 2019 |
| Descrizione fisica | 1 online resource (496 pages) |
| Disciplina | 658.812 |
| Collana | Management for Professionals |
| Soggetto topico |
Customer relations—Management
Call centers Leadership Customer Relationship Management Call Center/Customer Service Business Strategy/Leadership |
| ISBN | 3-319-98705-4 |
| Formato | Materiale a stampa  |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | eng |
| Nota di contenuto | Complaint 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. |
| Record Nr. | UNINA-9910337783803321 |
Stauss Bernd
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| Cham : , : Springer International Publishing : , : Imprint : Springer, , 2019 | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
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Psychology of gift-giving / / Bernd Stauss
| Psychology of gift-giving / / Bernd Stauss |
| Autore | Stauss Bernd |
| Edizione | [1st ed. 2023.] |
| Pubbl/distr/stampa | Berlin ; ; Heidelberg : , : Springer, , [2023] |
| Descrizione fisica | 1 online resource (182 pages) |
| Disciplina | 394 |
| Soggetto topico |
Gifts
Social psychology Psicologia positiva Regals |
| Soggetto genere / forma | Llibres electrònics |
| ISBN |
9783662663936
9783662663929 |
| Formato | Materiale a stampa |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | eng |
| Nota di contenuto | Gift giving: joy, duty and frustration -- Gift and counter-gift: the reciprocity rule -- The valuation of the gift: the recipient decides, not the giver -- The financial value of the gift: can't buy me love?- The emotional value of the gift: empathy, surprise, sacrifice -- Gifts as information media: what they say about the giver and the relationship with the recipient -- Gifts in romantic relationships: what enhances and what weakens the relationship?- Gifts to different recipients: who gets anything at all and how much?- Difficult givers and recipients: risk reduction strategies -- Cash gifts and vouchers: when are they taboo and when are they welcome?- Handling over and receiving the gift: the moment of truth -- Gifts and gender: Santa Claus is a woman -- Gifts and culture: what applies globally and what regionally?. |
| Record Nr. | UNINA-9910640389303321 |
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Stauss Bernd
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| Berlin ; ; Heidelberg : , : Springer, , [2023] | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
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