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 analyzed. The managerial recommendations to improve customer satisfaction are based on a survey and reveal critical determinants of costumer channel choice and their expectation and perception of each complaint channel.
- ISBN: 978-3-319-18178-3
- Editorial: Springer
- Encuadernacion: Rústica
- Fecha Publicación: 14/06/2015
- Nº Volúmenes: 1
- Idioma: Inglés
- Inicio /
- /