DOWNLOAD ~ Complaint Management and Channel Choice # by Stefan Garding & Andrea Bruns ~ eBook PDF Kindle ePub Free
eBook details
- Title: Complaint Management and Channel Choice
- Author : Stefan Garding & Andrea Bruns
- Release Date : January 14, 2015
- Genre: Industries & Professions,Books,Business & Personal Finance,
- Pages : * pages
- Size : 1682 KB
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.
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