© 2015

Complaint Management and Channel Choice

An Analysis of Customer Perceptions


Part of the SpringerBriefs in Business book series (BRIEFSBUSINESS)

Table of contents

  1. Front Matter
    Pages i-xv
  2. Stefan Garding, Andrea Bruns
    Pages 1-12
  3. Stefan Garding, Andrea Bruns
    Pages 13-26
  4. Stefan Garding, Andrea Bruns
    Pages 27-33
  5. Back Matter
    Pages 83-104

About this book


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.


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

Authors and affiliations

  1. 1.DüsseldorfGermany
  2. 2.University of WuppertalBad WünnenbergGermany

About the authors

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.

Bibliographic information

  • Book Title Complaint Management and Channel Choice
  • Book Subtitle An Analysis of Customer Perceptions
  • Authors Stefan Garding
    Andrea Bruns
  • Series Title SpringerBriefs in Business
  • Series Abbreviated Title SpringerBriefs in Business
  • DOI
  • Copyright Information The Author(s) 2015
  • Publisher Name Springer, Cham
  • eBook Packages Business and Economics Business and Management (R0)
  • Softcover ISBN 978-3-319-18178-3
  • eBook ISBN 978-3-319-18179-0
  • Series ISSN 2191-5482
  • Series E-ISSN 2191-5490
  • Edition Number 1
  • Number of Pages XV, 104
  • Number of Illustrations 20 b/w illustrations, 0 illustrations in colour
  • Topics Customer Relationship Management
  • Buy this book on publisher's site