• 1 Introduction
  • 2 Swisscom: Company and Context
  • 2.1 The Swiss Telecommunication Market
  • 2.2 Swisscom: Facts & Figures
  • 2.3 Marketing Strategy
  • 3 Complaint Management
  • 3.1 Customer Contact Channels
  • 3.2 Complaints: Facts and Figures
  • 4 Online Complaint Management
  • 4.1 Channelspecific Complaining
  • 4.2 Benefits and Drawbacks from a Corporate Perspective
  • 4.3 Benefits and Drawbacks from a Customer Perspective
  • 5 Conclusion