Complaint Management and Channel Choice: An Analysis of Customer Perceptions

By Stefan Garding and Andrea Bruns

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.

• Format: Paperback
• Language: English
• ISBN: 3319181785
• ISBN13: 9783319181783
• Release Date: June 2015
• Publisher: Springer
• Length: 104 Pages
• Weight: 0.40 lbs.
• Dimensions: 0.3" x 6.1" x 9.2"