Link Download ebook Free: https://ouo.io/Pc0E31 Complaint Management and Channel Choice An Analysis of Customer Perceptions By: Stefan Garding; Andrea Bruns Publisher: Springer Print ISBN: 9783319181783, 3319181785 eText ISBN: 9783319181790, 3319181793 Copyright year: 2015 Format: PDF Available from $ 54.99 USD SKU 9783319181790 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.
