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Focusing on customer perceptions and expectations, the book explores various complaint channels, including traditional options and the emerging role of online social networks. Through survey analysis, it identifies key factors influencing customers' channel choices and their experiences with each option. The findings lead to managerial recommendations aimed at enhancing customer satisfaction by addressing the critical determinants of complaint handling.
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Complaint Management and Channel Choice, Stefan Garding, Andrea Bruns
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- Année de publication
- 2015
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