Complaint Management And Channel Choice: An Analysis Of Customer Perceptions (springerbriefs In Business)

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. Front Matter....Pages i-xv Organisational Complaint Management....Pages 1-12 Moving Towards Successful Complaint Management....Pages 13-26 Conceptualising Customer Expectations with Complaint Channels....Pages 27-33 Analysis of Customers’ Complaint Channel Choice and Complaint Behaviour....Pages 35-74 Conclusions for Organisational Complaint Management and Future Research....Pages 75-82 Back Matter....Pages 83-104