This book investigates customer perceptions and expectations of complaint channels. In addition to the conventional channels, the adequacy of online social netw

Across the global economy, customers' expectations are continually rising - but many companies fail to deliver against those expectations. With the rise in soci

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 n

This research handbook provides a comprehensive, integrative, and authoritative resource on the main strategic management issues for companies within the e-busi

In today’s society, the utilization of social media platforms has become an abundant forum for individuals to post, share, tag, and, in some cases, overshare