Conclusions for Organisational Complaint Management and Future Research

Stefan Garding and Andrea Bruns

Chapter Chapter 5 in Complaint Management and Channel Choice, 2015, pp 75-82 from Springer

Abstract: Abstract In this chapter the main question “which communication channels are adequate options to voice a complaint from a customer perspective” is answered. Four 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 channel are examined. Third, traditional complaint channels and social networks are compared regarding their adequacy to voice a complaint. Fourth, social interaction is identified as a mediator for customers’ perception of complaint channel adequacy. To conclude this chapter, managerial implications are suggested. Besides, the contributions to existing literature as well as the limitations of the studies are revealed.

Keywords: Complaint channel comparison; Managerial implications; Customer complaint channel choice; Limitation; Future research (search for similar items in EconPapers)
Date: 2015
References: Add references at CitEc
Citations:

There are no downloads for this item, see the EconPapers FAQ for hints about obtaining it.

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:spr:spbrcp:978-3-319-18179-0_5

Ordering information: This item can be ordered from
http://www.springer.com/9783319181790

DOI: 10.1007/978-3-319-18179-0_5

Access Statistics for this chapter

More chapters in SpringerBriefs in Business from Springer
Bibliographic data for series maintained by Sonal Shukla () and Springer Nature Abstracting and Indexing ().