Complaint Management and Channel Choice: An Analysis of by Stefan Garding,Andrea Bruns PDF

By Stefan Garding,Andrea Bruns

This publication investigates patron perceptions and expectancies of criticism channels. as well as the traditional channels, the adequacy of on-line social networks as new criticism channel is analysed. The managerial suggestions to enhance purchaser delight are in line with a survey and demonstrate severe determinants of purchaser channel selection and their expectation and notion of every grievance channel.

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Complaint Management and Channel Choice: An Analysis of Customer Perceptions (SpringerBriefs in Business) by Stefan Garding,Andrea Bruns


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