Isbn: 9783838107417 - why do consumers use the internet for complaining to the company?: determinants explaining the propensity to complain online (15 risultati)

Condizione: New.

PAP. Condizione: New. New Book. Shipped from UK. Established seller since 2000.

PAP. Condizione: New. New Book. Shipped from UK. Established seller since 2000.

Condizione: As New. Unread book in perfect condition.

Condizione: New.

Condizione: As New. Unread book in perfect condition.

Paperback. Condizione: Brand New. 600 pages. German language. 9.00x6.00x1.22 inches. In Stock.

Taschenbuch. Condizione: Neu. Neuware -Online complaining is said to be an efficient, convenient way of handling complaints for both customers and companies. Understanding why dissatisfied customers choose the Internet for complaining to the company supports practitioners in designing an effective online service recovery process as well as steering their customers¿ channel choice behaviour. Up to now, however, hardly any research has been conducted about online complaining. As a contribution to this field, the determinants of a customer¿s propensity to complain online are examined in this research project. Based on an extensive literature review and the findings of a comprehensive, tripartite qualitative study, a framework explaining why dissatisfied customers decide to complain online has been developed. In the expert interviews, the perspective of four customer care managers in the Swiss telecommunications industry and three scholars in the field of consumer complaining behaviour has been captured. The analysis of 126 complaints by letter and 135 online complaints adds unbiased data of complainants. Finally, seven interviews with online complainants provide insights into the customer perspective.…

Taschenbuch. Condizione: Neu. Why do Consumers Use the Internet for Complaining to the Company? | Determinants Explaining the Propensity to Complain Online | Alexandra Daniela Zaugg | Taschenbuch | 600 S. | Deutsch | 2015 | Südwestdeutscher Verlag für Hochschulschriften | EAN 9783838107417 | Verantwortliche Person für die EU: preigu GmbH & Co. KG, Lengericher Landstr. 19, 49078 Osnabrück, mail[at]preigu[dot]de | Anbieter: preigu.…

Taschenbuch. Condizione: Neu. Neuware -Online complaining is said to be an efficient, convenient way of handling complaints for both customers and companies. Understanding why dissatisfied customers choose the Internet for complaining to the company supports practitioners in designing an effective online service recovery process as well as steering their customers¿ channel choice behaviour. Up to now, however, hardly any research has been conducted about online complaining. As a contribution to this field, the determinants of a customer¿s propensity to complain online are examined in this research project. Based on an extensive literature review and the findings of a comprehensive, tripartite qualitative study, a framework explaining why dissatisfied customers decide to complain online has been developed. In the expert interviews, the perspective of four customer care managers in the Swiss telecommunications industry and three scholars in the field of consumer complaining behaviour has been captured. The analysis of 126 complaints by letter and 135 online complaints adds unbiased data of complainants. Finally, seven interviews with online complainants provide insights into the customer perspective. 600 pp. Deutsch.…

Taschenbuch. Condizione: Neu. This item is printed on demand - it takes 3-4 days longer - Neuware -Online complaining is said to be an efficient, convenient way of handling complaints for both customers and companies. Understanding why dissatisfied customers choose the Internet for complaining to the company supports practitioners in designing an effective online service recovery process as well as steering their customers' channel choice behaviour. Up to now, however, hardly any research has been conducted about online complaining. As a contribution to this field, the determinants of a customer's propensity to complain online are examined in this research project. Based on an extensive literature review and the findings of a comprehensive, tripartite qualitative study, a framework explaining why dissatisfied customers decide to complain online has been developed. In the expert interviews, the perspective of four customer care managers in the Swiss telecommunications industry and three scholars in the field of consumer complaining behaviour has been captured. The analysis of 126 complaints by letter and 135 online complaints adds unbiased data of complainants. Finally, seven interviews with online complainants provide insights into the customer perspective. 600 pp. Deutsch.…

Taschenbuch. Condizione: Neu. This item is printed on demand - it takes 3-4 days longer - Neuware -Online complaining is said to be an efficient, convenient way of handling complaints for both customers and companies. Understanding why dissatisfied customers choose the Internet for complaining to the company supports practitioners in designing an effective online service recovery process as well as steering their customers' channel choice behaviour. Up to now, however, hardly any research has been conducted about online complaining. As a contribution to this field, the determinants of a customer's propensity to complain online are examined in this research project. Based on an extensive literature review and the findings of a comprehensive, tripartite qualitative study, a framework explaining why dissatisfied customers decide to complain online has been developed. In the expert interviews, the perspective of four customer care managers in the Swiss telecommunications industry and three scholars in the field of consumer complaining behaviour has been captured. The analysis of 126 complaints by letter and 135 online complaints adds unbiased data of complainants. Finally, seven interviews with online complainants provide insights into the customer perspective. 600 pp. Deutsch.…

Condizione: New. Dieser Artikel ist ein Print on Demand Artikel und wird nach Ihrer Bestellung fuer Sie gedruckt. Online complaining is said to be an efficient, convenient way of handling complaints for both customers and companies. Understanding why dissatisfied customers choose the Internet for complaining to the company supports practitioners in designing an effecti.…

Taschenbuch. Condizione: Neu. This item is printed on demand - Print on Demand Titel. Neuware -Online complaining is said to be an efficient, convenient way of handling complaints for both customers and companies. Understanding why dissatisfied customers choose the Internet for complaining to the company supports practitioners in designing an effective online service recovery process as well as steering their customers¿ channel choice behaviour. Up to now, however, hardly any research has been conducted about online complaining. As a contribution to this field, the determinants of a customer¿s propensity to complain online are examined in this research project. Based on an extensive literature review and the findings of a comprehensive, tripartite qualitative study, a framework explaining why dissatisfied customers decide to complain online has been developed. In the expert interviews, the perspective of four customer care managers in the Swiss telecommunications industry and three scholars in the field of consumer complaining behaviour has been captured. The analysis of 126 complaints by letter and 135 online complaints adds unbiased data of complainants. Finally, seven interviews with online complainants provide insights into the customer perspective.Books on Demand GmbH, Überseering 33, 22297 Hamburg 600 pp. Deutsch.…

Taschenbuch. Condizione: Neu. nach der Bestellung gedruckt Neuware - Printed after ordering - Online complaining is said to be an efficient, convenient way of handling complaints for both customers and companies. Understanding why dissatisfied customers choose the Internet for complaining to the company supports practitioners in designing an effective online service recovery process as well as steering their customers' channel choice behaviour. Up to now, however, hardly any research has been conducted about online complaining. As a contribution to this field, the determinants of a customer's propensity to complain online are examined in this research project. Based on an extensive literature review and the findings of a comprehensive, tripartite qualitative study, a framework explaining why dissatisfied customers decide to complain online has been developed. In the expert interviews, the perspective of four customer care managers in the Swiss telecommunications industry and three scholars in the field of consumer complaining behaviour has been captured. The analysis of 126 complaints by letter and 135 online complaints adds unbiased data of complainants. Finally, seven interviews with online complainants provide insights into the customer perspective.…