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· 제목 : Effective Complaint Management: The Business Case for Customer Satisfaction (Hardcover, 2, 2019)
· 분류 : 외국도서 > 경제경영 > 고객관리
· ISBN : 9783319987040
· 쪽수 : 495쪽
· 출판일 : 2019-02-18
· 분류 : 외국도서 > 경제경영 > 고객관리
· ISBN : 9783319987040
· 쪽수 : 495쪽
· 출판일 : 2019-02-18
목차
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.
