Please use this identifier to cite or link to this item: http://dlib.scu.ac.ir/handle/Hannan/29899
Title: Complaint Management and Channel Choice
Other Titles: An Analysis of Customer Perceptions
Authors: Garding, Stefan.;Bruns, Andrea.
subject: Economics;Marketing.;Economics/Management Science.;Marketing.;Sales/Distribution/Call Center/Customer Service.;Services.;658.8;HF5410-5417.5
Year: 2015
place: Cham
Publisher: Springer International Publishing :.
Imprint: Springer,
Series/Report no.: SpringerBriefs in Business, 2191-5482.
SpringerBriefs in Business, 2191-5482.
Abstract: 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.
Description: Printed edition: 9783319181783.
URI: http://46.100.53.162/handle/Ebook/29899
ISBN: 9783319181790.
9783319181783 (print)
Appears in Collections:مدیریت

Files in This Item:
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9783319181790.pdf2.61 MBAdobe PDFThumbnail
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Title: Complaint Management and Channel Choice
Other Titles: An Analysis of Customer Perceptions
Authors: Garding, Stefan.;Bruns, Andrea.
subject: Economics;Marketing.;Economics/Management Science.;Marketing.;Sales/Distribution/Call Center/Customer Service.;Services.;658.8;HF5410-5417.5
Year: 2015
place: Cham
Publisher: Springer International Publishing :.
Imprint: Springer,
Series/Report no.: SpringerBriefs in Business, 2191-5482.
SpringerBriefs in Business, 2191-5482.
Abstract: 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.
Description: Printed edition: 9783319181783.
URI: http://46.100.53.162/handle/Ebook/29899
ISBN: 9783319181790.
9783319181783 (print)
Appears in Collections:مدیریت

Files in This Item:
File Description SizeFormat 
9783319181790.pdf2.61 MBAdobe PDFThumbnail
Preview File
Title: Complaint Management and Channel Choice
Other Titles: An Analysis of Customer Perceptions
Authors: Garding, Stefan.;Bruns, Andrea.
subject: Economics;Marketing.;Economics/Management Science.;Marketing.;Sales/Distribution/Call Center/Customer Service.;Services.;658.8;HF5410-5417.5
Year: 2015
place: Cham
Publisher: Springer International Publishing :.
Imprint: Springer,
Series/Report no.: SpringerBriefs in Business, 2191-5482.
SpringerBriefs in Business, 2191-5482.
Abstract: 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.
Description: Printed edition: 9783319181783.
URI: http://46.100.53.162/handle/Ebook/29899
ISBN: 9783319181790.
9783319181783 (print)
Appears in Collections:مدیریت

Files in This Item:
File Description SizeFormat 
9783319181790.pdf2.61 MBAdobe PDFThumbnail
Preview File