Complaint Management and Channel Choice

Complaint Management and Channel Choice

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English
104 Pages

Description

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.

Subjects

Informations

Published by
Published 14 May 2015
Reads 0
EAN13 9783319181790
Language English

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Complaint Management and Channel Choice