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Complaint Management and Channel Choice

An Analysis of Customer Perceptions

  • Book
  • © 2015

Overview

Authors:
  1. Stefan Garding

    1. Düsseldorf, Germany

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    You can also search for this author in PubMed   Google Scholar

  2. Andrea Bruns

    1. University of Wuppertal, Bad Wünnenberg, Germany

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    You can also search for this author in PubMed   Google Scholar

  • Provides easy-to-use recommendations for managers derived from customer expectations
  • Investigates consumer perceptions and preferences of complaint channels
  • Analyzes the relevance of social networks in the context of complaint management
  • Includes supplementary material: sn.pub/extras

Part of the book series: SpringerBriefs in Business (BRIEFSBUSINESS)

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Table of contents (5 chapters)

  1. Front Matter

    Pages i-xv
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  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
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Keywords

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.

Authors and Affiliations

  • Düsseldorf, Germany

    Stefan Garding

  • University of Wuppertal, Bad Wünnenberg, Germany

    Andrea Bruns

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

  • DOI: https://doi.org/10.1007/978-3-319-18179-0

  • Publisher: Springer Cham

  • eBook Packages: Business and Economics, Business and Management (R0)

  • Copyright Information: The Author(s) 2015

  • Softcover ISBN: 978-3-319-18178-3Published: 01 June 2015

  • eBook ISBN: 978-3-319-18179-0Published: 14 May 2015

  • Series ISSN: 2191-5482

  • Series E-ISSN: 2191-5490

  • Edition Number: 1

  • Number of Pages: XV, 104

  • Number of Illustrations: 20 b/w illustrations

  • Topics: Customer Relationship Management, Sales/Distribution, Services

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