Titlebook: Complaint Management and Channel Choice; An Analysis of Custo Stefan Garding,Andrea Bruns Book 2015 The Author(s) 2015 Complaint channel.Co

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Sustainability and Sustainable Business,e as well as from a customer perspective in the context of business-to-customer relationships. It is emphasized that complaining customers are beneficial for companies as they can identify weaknesses of service encounters or products. After a successful service recovery, companies might have the opp

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https://doi.org/10.1007/978-3-031-42955-2ur main managerial implications are drawn from the results of the empirical studies. First, traditional communication channels like mail, e-mail, phone and face-to-face are evaluated regarding their adequacy in the context of customer complaints. Second, social networks as a potential new complaint

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Book 2015ocial 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.

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