The Resource Complaint management and channel choice : an analysis of customer perceptions, Stefan Garding, Andrea Bruns

Complaint management and channel choice : an analysis of customer perceptions, Stefan Garding, Andrea Bruns

Label
Complaint management and channel choice : an analysis of customer perceptions
Title
Complaint management and channel choice
Title remainder
an analysis of customer perceptions
Statement of responsibility
Stefan Garding, Andrea Bruns
Creator
Contributor
Author
Subject
Genre
Language
eng
Summary
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
Member of
Cataloging source
N$T
http://library.link/vocab/creatorName
Garding, Stefan
Dewey number
658.8/12
Illustrations
illustrations
Index
index present
LC call number
HF5415.52
LC item number
.G37 2015eb
Literary form
non fiction
Nature of contents
  • dictionaries
  • bibliography
http://library.link/vocab/relatedWorkOrContributorName
Bruns, Andrea
Series statement
SpringerBriefs in Business,
http://library.link/vocab/subjectName
  • Consumer complaints
  • Customer relations
  • BUSINESS & ECONOMICS
  • BUSINESS & ECONOMICS
  • BUSINESS & ECONOMICS
  • BUSINESS & ECONOMICS
  • Consumer complaints
  • Customer relations
  • Business and Management
  • Customer Relationship Management
  • Sales/Distribution
  • Services
Label
Complaint management and channel choice : an analysis of customer perceptions, Stefan Garding, Andrea Bruns
Link
https://ezproxy.lib.ou.edu/login?url=http://link.springer.com/10.1007/978-3-319-18179-0
Instantiates
Publication
Antecedent source
unknown
Bibliography note
Includes bibliographical references and index
Carrier category
online resource
Carrier category code
cr
Carrier MARC source
rdacarrier
Color
multicolored
Content category
text
Content type code
txt
Content type MARC source
rdacontent
Contents
Organisational Complaint Management -- Moving Towards Successful Complaint Management -- Conceptualising Customer Expectations with Complaint Channels -- Analysis of Customers' Complaint Channel Choice and Complaint Behaviour -- Conclusions for Organisational Complaint Management and Future Research
Dimensions
unknown
Extent
1 online resource (xv, 104 pages)
File format
unknown
Form of item
online
Isbn
9783319181783
Level of compression
unknown
Media category
computer
Media MARC source
rdamedia
Media type code
c
Note
SpringerLink
Other control number
10.1007/978-3-319-18179-0
Other physical details
illustrations.
Quality assurance targets
not applicable
Reformatting quality
unknown
Sound
unknown sound
Specific material designation
remote
System control number
  • (OCoLC)909367861
  • (OCoLC)ocn909367861
Label
Complaint management and channel choice : an analysis of customer perceptions, Stefan Garding, Andrea Bruns
Link
https://ezproxy.lib.ou.edu/login?url=http://link.springer.com/10.1007/978-3-319-18179-0
Publication
Antecedent source
unknown
Bibliography note
Includes bibliographical references and index
Carrier category
online resource
Carrier category code
cr
Carrier MARC source
rdacarrier
Color
multicolored
Content category
text
Content type code
txt
Content type MARC source
rdacontent
Contents
Organisational Complaint Management -- Moving Towards Successful Complaint Management -- Conceptualising Customer Expectations with Complaint Channels -- Analysis of Customers' Complaint Channel Choice and Complaint Behaviour -- Conclusions for Organisational Complaint Management and Future Research
Dimensions
unknown
Extent
1 online resource (xv, 104 pages)
File format
unknown
Form of item
online
Isbn
9783319181783
Level of compression
unknown
Media category
computer
Media MARC source
rdamedia
Media type code
c
Note
SpringerLink
Other control number
10.1007/978-3-319-18179-0
Other physical details
illustrations.
Quality assurance targets
not applicable
Reformatting quality
unknown
Sound
unknown sound
Specific material designation
remote
System control number
  • (OCoLC)909367861
  • (OCoLC)ocn909367861

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