Titlebook: Complaint Management and Channel Choice; An Analysis of Custo Stefan Garding,Andrea Bruns Book 2015 The Author(s) 2015 Complaint channel.Co

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書目名稱Complaint Management and Channel Choice影響因子(影響力)




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Book 2015ocial 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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Conclusions for Organisational Complaint Management and Future Research,cial interaction is identified as a mediator for customers’ perception of complaint channel adequacy. To conclude this chapter, managerial implications are suggested. Besides, the contributions to existing literature as well as the limitations of the studies are revealed.

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2191-5482 rove customer satisfaction are based on a survey and reveal critical determinants of customer channel choice and their expectation and perception of each complaint channel.978-3-319-18178-3978-3-319-18179-0Series ISSN 2191-5482 Series E-ISSN 2191-5490

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