商品簡介
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.
作者簡介
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.
