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Discovering the "customer annoyance iceberg" through evidence controlling

Stauss, Bernd; Seidel, Wolfgang - In: Service business : an international journal 2 (2008) 1, pp. 33-45

Persistent link: https://www.econbiz.de/10003692339

Satisfaction measurement within the customer relationship life cycle

Stauss, Bernd; Gouthier, Matthias; Seidel, Wolfgang - In: Advances in services innovations, (pp. 205-220). 2007

Persistent link: https://www.econbiz.de/10003387982

Complaint management : the heart of CRM

Stauss, Bernd; Seidel, Wolfgang - 2004 - 1. ed.

Persistent link: https://www.econbiz.de/10004825579

Discovering the "customer annoyance iceberg" through evidence controlling

Stauss, Bernd; Seidel, Wolfgang - In: Service business : an international journal 2 (2008) 1, pp. 33-45

Persistent link: https://www.econbiz.de/10009062439

Effective Complaint Management : The Business Case for Customer Satisfaction

Stauss, Bernd; Seidel, Wolfgang - 2019 - 2nd ed. 2019

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...