SpringerBriefs in Business: An Analysis of Customer Perceptions

Garding, Stefan; Bruns, Andrea

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.

Details

Published by: Springer

Publication Date: 2015-06-01

Format: Paperback

ISBN-13: 9783319181783

DOI: 10.1007/978-3-319-18179-0

Dimensions: 235cm x155cm

Pages: 104