Complaint Management and Channel Choice

Stefan Garding () and Andrea Bruns
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Andrea Bruns: University of Wuppertal

in SpringerBriefs in Business from Springer

Date: 2015
Edition: 2015
ISBN: 978-3-319-18179-0
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Chapters in this book:

Ch Chapter 1 Organisational Complaint Management

Stefan Garding and Andrea Bruns

Ch Chapter 2 Moving Towards Successful Complaint Management

Stefan Garding and Andrea Bruns

Ch Chapter 3 Conceptualising Customer Expectations with Complaint Channels

Stefan Garding and Andrea Bruns

Ch Chapter 4 Analysis of Customers’ Complaint Channel Choice and Complaint Behaviour

Stefan Garding and Andrea Bruns

Ch Chapter 5 Conclusions for Organisational Complaint Management and Future Research

Stefan Garding and Andrea Bruns

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DOI: 10.1007/978-3-319-18179-0

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