Effective Complaint Management
Bernd Stauss and
Wolfgang Seidel
Additional contact information
Bernd Stauss: Catholic University of Eichstätt-Ingolstadt
Wolfgang Seidel: servmark consultancy
in Management for Professionals from Springer
Date: 2019
Edition: 2nd ed. 2019
ISBN: 978-3-319-98705-7
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Chapters in this book:
- Ch 1 Complaint Management in a Customer-Oriented Firm
- Bernd Stauss and Wolfgang Seidel
- Ch 2 Complaints
- Bernd Stauss and Wolfgang Seidel
- Ch 3 The Behavior of Dissatisfied Customers
- Bernd Stauss and Wolfgang Seidel
- Ch 4 Principles of Complaint Management
- Bernd Stauss and Wolfgang Seidel
- Ch 5 Strategic Planning of Complaint Management
- Bernd Stauss and Wolfgang Seidel
- Ch 6 Complaint Stimulation
- Bernd Stauss and Wolfgang Seidel
- Ch 7 Complaint Acceptance
- Bernd Stauss and Wolfgang Seidel
- Ch 8 Complaint Processing
- Bernd Stauss and Wolfgang Seidel
- Ch 9 Complaint Reaction
- Bernd Stauss and Wolfgang Seidel
- Ch 10 Complaint Evaluation
- Bernd Stauss and Wolfgang Seidel
- Ch 11 Complaint-Management Controlling
- Bernd Stauss and Wolfgang Seidel
- Ch 12 Complaint Reporting
- Bernd Stauss and Wolfgang Seidel
- Ch 13 Utilization of Complaint Information
- Bernd Stauss and Wolfgang Seidel
- Ch 14 Human Resource Aspects of Complaint Management
- Bernd Stauss and Wolfgang Seidel
- Ch 15 Organizational Aspects of Complaint Management
- Bernd Stauss and Wolfgang Seidel
- Ch 16 Technological Aspects of Complaint Management
- Bernd Stauss and Wolfgang Seidel
- Ch 17 Social Media Complaints
- Bernd Stauss and Wolfgang Seidel
- Ch 18 Implementing Active Complaint Management
- Bernd Stauss and Wolfgang Seidel
- Ch 19 Quick Test Complaint Management
- Bernd Stauss and Wolfgang Seidel
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Persistent link: https://EconPapers.repec.org/RePEc:spr:mgmtpr:978-3-319-98705-7
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DOI: 10.1007/978-3-319-98705-7
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