Category
Customer services
Store
Wordery
Brand
Springer international publish
Complaint Management and Channel Choice : Springer : 9783319181783 : 3319181785 : 01 Jun 2015 : 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.
44.99 GBP
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