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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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Thông tin chi tiết
Tác giả Stefan Garding,Andrea Bruns
Nhà xuất bản Springer International Publishing AG
Năm phát hành 06-2015
ISBN 9783319181783
Trọng lượng (gr) 158
Kích thước 1.0 x 23.0 x 15.0
Số trang 104
Giá bìa 1,250,000 đ