Complaint Management and Channel Choice: An Analysis of by Stefan Garding,Andrea Bruns

By Stefan Garding,Andrea Bruns

This booklet investigates patron perceptions and expectancies of grievance channels. as well as the normal channels, the adequacy of on-line social networks as new criticism channel is analysed. The managerial ideas to enhance consumer pride are according to a survey and display severe determinants of purchaser channel selection and their expectation and conception of every criticism channel.

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