Effective Complaint Management - Couverture rigide

Stauss

Couverture rigide

ISBN 10 : 3319987046 ISBN 13 : 9783319987040

Editeur : Springer, 2019

Synopsis

This practice- and research-based book caters to the needs of executive managers who see customer satisfaction as their primary goal. The authors identify the need for an effective complaint management strategy that prevents the loss of dissatisfied customers. Dissatisfied customers are at risk of migrating; accordingly, neglecting professional complaint management poses a considerable threat to customer relationships, sales and profits.

The book offers a comprehensive management concept, which emphasizes direct contact with the complainant by employing complaint stimulation, acceptance, processing and reaction. Further, it discusses the relevant 'backstage' tasks involved in using complaint information to achieve quality improvements and cost reductions through complaint analysis, controlling and reporting.

A propos du livre

À propos de l?auteur

Bernd Stauss is Professor emeritus of service management at the Ingolstadt School of Management at the Catholic University of Eichstaett-Ingolstadt, Germany. He is author of numerous books and articles on service-related topics. The main focus of his research is on customer satisfaction, dissatisfaction, complaining behavior and complaint management.

Wolfgang Seidel is founder and head of 'servmark', a consulting company focusing on the analysis, conception and implementation of complaint management, customer relationship management and services marketing. Furthermore, Wolfgang Seidel is a frequent speaker at major conferences on complaint management and customer relationship management.

Détails de l'édition

• Éditeur: Springer
• Date d'édition: 2019
• Langue: anglais
• ISBN 10: 3319987046
• ISBN 13: 9783319987040
• Reliure: Relié
• Numéro d'édition: 2
• Nombre de pages: 508
• Coordonnées du fabricant: ProductSafety@springernature.com; ProductSafety@springernature.com; ; Poststr. 9; Darmstadt; 64293; Allemagne