Business and Management (R0) - Complaint Management and Chan ...
Stefan Garding
- 14 mei 2015
- 9783319181790
Samenvatting:
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.
€ 48,99
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