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.



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