Effective complaint management = the...
Stauss, Bernd.

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  • Effective complaint management = the business case for customer satisfaction /
  • 紀錄類型: 書目-電子資源 : Monograph/item
    正題名/作者: Effective complaint management/ by Bernd Stauss, Wolfgang Seidel.
    其他題名: the business case for customer satisfaction /
    作者: Stauss, Bernd.
    其他作者: Seidel, Wolfgang.
    出版者: Cham :Springer International Publishing : : 2019.,
    面頁冊數: ix, 495 p. :ill., digital ;24 cm.
    內容註: 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
    標題: Consumer complaints. -
    電子資源: https://doi.org/10.1007/978-3-319-98705-7
    ISBN: 9783319987057
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W9369152 電子資源 11.線上閱覽_V 電子書 EB HF5415.52 .S738 2019 一般使用(Normal) 在架 0
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