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Alexandra Daniela Zaugg

HolidayCheck AG

Bahnweg 6

Bottighofen, CH-8598

Switzerland

SCHOLARLY PAPERS

5

DOWNLOADS

2,409

TOTAL CITATIONS

12

Scholarly Papers (5)

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1.

Channelspecific Consumer Complaint Behaviour: The Case of Online Complaining

Number of pages: 19 Posted: 23 Apr 2008
Alexandra Daniela Zaugg
HolidayCheck AG
Downloads 719 (88,561)
Citation 4

Abstract:

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online complaining behaviour, channel choice behaviour, e-after sales services

2.

The Influence of Customer Loyalty on Channel Specific Consumer Information Search and Consumer Complaining Behaviour (Der Einfluss von Kundenbindung auf das kanalspezifische Informations und Beschwerdeverhalten)

Number of pages: 40 Posted: 16 May 2008
Alexandra Daniela Zaugg and Natalie Jäggi
HolidayCheck AG and Institut of Information System Science
Downloads 689 (93,670)
Citation 2

Abstract:

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customer loyalty, online information search, online complaining behaviour, Kundenbindung, Online-Informationssuche, Online-Beschwerdeverhalten

3.

Online Complaint Management @Swisscom: A Case Study

Number of pages: 25 Posted: 22 Apr 2008
Alexandra Daniela Zaugg
HolidayCheck AG
Downloads 559 (122,782)
Citation 5

Abstract:

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online complaint management, telecommunication, case study

4.

Why Do Consumers Use the Internet for Complaining to the Company?

Number of pages: 14 Posted: 23 Jan 2009
Alexandra Daniela Zaugg
HolidayCheck AG
Downloads 271 (281,617)

Abstract:

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online complaining behaviour, customer satisfaction, e-after sales service, telecommunications industry

5.

A Conceptual Analysis of the E-Channel's Multifaceted Nature in the 21st Century

Number of pages: 38 Posted: 21 Apr 2008
Alexandra Daniela Zaugg
HolidayCheck AG
Downloads 171 (442,467)
Citation 1

Abstract:

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e-channel, Internet, channel characteristics, channel analysis, communication channel