Complaint Management and Channel Choice - An Analysis of Customer Perceptions

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.

List of 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.

About the author

The author’s research interests are complaint management, customer satisfaction and customer loyalty. He has extensive work experience in the telecommunication sector as Consultant, Marketing Manager and Product Manager.

Product details

• Authors: Andrea Bruns, Stefa Garding, Stefan Garding
• Publisher: Springer, Berlin
• Languages: English
• Product format: Paperback / Softback
• Released: 01.01.2015
• EAN: 9783319181783
• ISBN: 978-3-31-918178-3
• No. of pages: 104
• Dimensions: 158 mm x 236 mm x 6 mm
• Weight: 200 g
• Illustrations: XV, 104 p. 20 illus.
• Series: SpringerBriefs in Business; SpringerBriefs in Business
• Subjects: Social sciences, law, business > Business > Advertising, marketing; C, Sales and Distribution, Business and Management, customer relationship management, Services, sales management, Sales/Distribution, Sales & marketing, Management science, Customer relations—Management, Service industries, Hospitality & service industries