Effective complaint management : the business case for customer satisfaction /: the business case for customer satisfaction. (2019)

• Record Type: Book
• Further Information: Note: Bernd Stauss and Wolfgang Seidel.
• Authors: Stauss, Bernd; Seidel, Wolfgang
• Contents: Complaint Management in a Customer-Oriented Firm.- Complaints.- The Behavior of Dissatisfied Customers.- Principles of Complaint Management.- Strategic Planning of Complaint Management.- Complaint Stimulation.- Complaint Acceptance.- Complaint Processing.- Complaint Reaction.- Complaint Evaluation.- Complaint-Management Controlling.- Complaint Reporting.- Utilization of Complaint Information.- Human Resource Aspects of Complaint Management.- Organizational Aspects of Complaint Management.- Technological Aspects of Complaint Management.- Social Media Complaints.- Implementing Active Complaint Management.- Quick Test Complaint Management.
• Edition: 2nd ed
• Publisher Details: Cham : Springer
• Publication Date: 2019
• Extent: 1 online resource, illustrations
• Subjects: 658.8/12; Consumer complaints; Consumer satisfaction; BUSINESS & ECONOMICS / Industrial Management; BUSINESS & ECONOMICS / Management; BUSINESS & ECONOMICS / Management Science; BUSINESS & ECONOMICS / Organizational Behavior; Electronic books
• Languages: English
• ISBNs: 9783319987057; 3319987054
• Related ISBNs: 9783319987040
• Notes: Note: Includes bibliographical references.; Note: Online resource ; title from PDF title page (EBSCO, viewed February 4, 2019).
• Access Rights: Legal Deposit; Only available on premises controlled by the deposit library and to one user at any one time; The Legal Deposit Libraries (Non-Print Works) Regulations (UK).
• Access Usage: Restricted: Printing from this resource is governed by The Legal Deposit Libraries (Non-Print Works) Regulations (UK) and UK copyright law currently in force.