株式会社極東書店トップ＞商品一覧＞ Complaint Management and Channel Choice : An Analysis of Customer Perceptions.

商品詳細

Name: Complaint Management and Channel Choice : An Analysis of Customer Perceptions.
Author: Garding, Stefan / Bruns, A.
ISBN: 978-3-319-18178-3

Complaint Management and Channel Choice : An Analysis of Customer Perceptions. 苦情管理とチャネルの選択－顧客の認知の分析

・ISBN 978-3-319-18178-3 soft

お気に入り ★★★

お問い合わせ

著者・編者	Garding, Stefan / Bruns, A.,
シリーズ	Springer Briefs in Business
出版社	(Springer, GW)
出版年月	2015
ページ数	xv, 104 pp.
言語	ENG
ニュース番号	＜625-920＞

解説

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.