Articles liés à Why do Consumers Use the Internet for Complaining to...

Why do Consumers Use the Internet for Complaining to the Company?: Determinants Explaining the Propensity to Complain Online - Couverture souple

Zaugg, Alexandra Daniela

 
9783838107417: Why do Consumers Use the Internet for Complaining to the Company?: Determinants Explaining the Propensity to Complain Online
Couverture souple
ISBN 10 : 3838107411 ISBN 13 : 9783838107417
Editeur : Sudwestdeutscher Verlag Fur Hochschulschriften AG, 2009

Synopsis

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.

Les informations fournies dans la section « Synopsis » peuvent faire référence à une autre édition de ce titre.

À propos de l'auteur

Dr.rer.oec. Alexandra Daniela Zaugg has studied businessadministration (with focus on marketing and information systemscience) and Latin Philology. For her doctoral thesis at theInstitute of Information System Science of the University ofBern, she examined the determinants of the propensity to complainonline.

Les informations fournies dans la section « A propos du livre » peuvent faire référence à une autre édition de ce titre.

Éditeur
Sudwestdeutscher Verlag Fur Hochschulschriften AG
Date d'édition
2009
Langue
anglais
ISBN 10 
3838107411
ISBN 13 
9783838107417
Reliure
Broché
Nombre de pages
604
Coordonnées du fabricant
non disponible
Personne responsable
non disponible