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Complaint Management and Channel Choice

Complaint Management and Channel Choice

Brand
Springer Nature
Manufacturer
N/A
Part Number
0
GTIN
9783319181783
Condition
New
Product Description

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.

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