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Effective complaint management = the...

Stauss, Bernd.

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Effective complaint management = the business case for customer satisfaction /

Record Type:	Electronic resources : Monograph/item
Title/Author:	Effective complaint management/ by Bernd Stauss, Wolfgang Seidel.
Reminder of title:	the business case for customer satisfaction /
Author:	Stauss, Bernd.
other author:	Seidel, Wolfgang.
Published:	Cham :Springer International Publishing : : 2019.,
Description:	ix, 495 p. :ill., digital ;24 cm.
[NT 15003449]:	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.
Contained By:	Springer eBooks
Subject:	Consumer complaints. -
Online resource:	https://doi.org/10.1007/978-3-319-98705-7
ISBN:	9783319987057

Effective complaint management = the business case for customer satisfaction /
Stauss, Bernd.

Effective complaint managementthe business case for customer satisfaction /[electronic resource] :by Bernd Stauss, Wolfgang Seidel. - 2nd ed. - Cham :Springer International Publishing :2019. - ix, 495 p. :ill., digital ;24 cm. - Management for professionals,2192-8096. - Management for professionals..

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.

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.

ISBN: 9783319987057

Standard No.: 10.1007/978-3-319-98705-7doiSubjects--Topical Terms:

750673
Consumer complaints.

LC Class. No.: HF5415.52 / .S738 2019

Dewey Class. No.: 658.812

Effective complaint management = the business case for customer satisfaction /
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100 1 $a Stauss, Bernd. $3 750672
245 1 0 $a Effective complaint management $h [electronic resource] : $b the business case for customer satisfaction / $c by Bernd Stauss, Wolfgang Seidel.
250 $a 2nd ed.
260 $a Cham : $b Springer International Publishing : $b Imprint: Springer, $c 2019.
300 $a ix, 495 p. : $b ill., digital ; $c 24 cm.
490 1 $a Management for professionals, $x 2192-8096
505 0 $a 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.
520 $a 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.
650 0 $a Consumer complaints. $3 750673
650 0 $a Consumer satisfaction. $2 lcstt $3 578584
650 1 4 $a Customer Relationship Management. $3 2186425
650 2 4 $a Call Center/Customer Service. $3 3220207
650 2 4 $a Business Strategy/Leadership. $3 1565354
700 1 $a Seidel, Wolfgang. $3 3384331
710 2 $a SpringerLink (Online service) $3 836513
773 0 $t Springer eBooks
830 0 $a Management for professionals. $3 1565822
856 4 0 $u https://doi.org/10.1007/978-3-319-98705-7
950 $a Business and Management (Springer-41169)