Complaint Management and Channel Choice: An Analysis of Customer Perceptions

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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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an Garding, Andrea Bruns (auth.)-Complaint Management and Channel Choice_ An Ana.pdf (2.55 MB, 需要: 5 个论坛币)

2015-7-25 18:18:41 上传

Complaint Management and Channel Choice: An Analysis of Customer Perceptions
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Series: SpringerBriefs in Business
Paperback: 104 pages
Publisher: Springer; 2015 edition (May 19, 2015)
Language: English
ISBN-10: 3319181785
ISBN-13: 978-3319181783
Product Dimensions: 6.1 x 0.3 x 9.2 inches
Shipping Weight: 5.6 ounces
http://www.amazon.com/Complaint-Management-Channel-Choice-SpringerBriefs/dp/3319181785/ref=sr_1_1_twi_1_pap?ie=UTF8&qid=1437819291&sr=8-1&keywords=Complaint+Management+and+Channel+Choice%3A+An+Analysis+of+Customer+Perceptions

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关键词：Perceptions Management Perception Managemen Analysis Choice channels addition critical customer

很好的一本书，感谢分享

回帖看看！！

感谢分享好书！

谢谢！

谢谢大家开心

thanks

good book for customer service managers...

学习了，先谢楼主，下了