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Complaint Management and Channel Choice

An Analysis of Customer Perceptions

  • Stefan Garding
  • Andrea Bruns
Book

Part of the SpringerBriefs in Business book series (BRIEFSBUSINESS)

Table of contents

  1. Front Matter
    Pages i-xv
    PDF
  2. Organisational Complaint Management
    Stefan Garding, Andrea Bruns
    Pages 1-12
  3. Moving Towards Successful Complaint Management
    Stefan Garding, Andrea Bruns
    Pages 13-26
  4. Conceptualising Customer Expectations with Complaint Channels
    Stefan Garding, Andrea Bruns
    Pages 27-33
  5. Analysis of Customers’ Complaint Channel Choice and Complaint Behaviour
    Stefan Garding, Andrea Bruns
    Pages 35-74
  6. Conclusions for Organisational Complaint Management and Future Research
    Stefan Garding, Andrea Bruns
    Pages 75-82
  7. Back Matter
    Pages 83-104
    PDF

About this book

Introduction

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.

Keywords

Complaint channel Constomer complaint behavior Customer relationship Customer satisfaction Service quality Social networks

Authors and affiliations

  • Stefan Garding
    • 1
  • Andrea Bruns
    • 2
  1. 1.DüsseldorfGermany
  2. 2.University of WuppertalBad WünnenbergGermany

Bibliographic information

  • DOI https://doi.org/10.1007/978-3-319-18179-0
  • Copyright Information The Author(s) 2015
  • Publisher Name Springer, Cham
  • eBook Packages Business and Economics
  • Print ISBN 978-3-319-18178-3
  • Online ISBN 978-3-319-18179-0
  • Series Print ISSN 2191-5482
  • Series Online ISSN 2191-5490
  • Buy this book on publisher's site