Home > Business & Economics > Business & management > Sales & marketing > Messung von Kundenzufriedenheit: Unter besonderer Berücksichtigung der Meßmethoden und ihrer Anwendbarkeit
18%
Messung von Kundenzufriedenheit: Unter besonderer Berücksichtigung der Meßmethoden und ihrer Anwendbarkeit

Messung von Kundenzufriedenheit: Unter besonderer Berücksichtigung der Meßmethoden und ihrer Anwendbarkeit

          
5
4
3
2
1

International Edition


Premium quality
Premium quality
Bookswagon upholds the quality by delivering untarnished books. Quality, services and satisfaction are everything for us!
Easy Return
Easy return
Not satisfied with this product! Keep it in original condition and packaging to avail easy return policy.
Certified product
Certified product
First impression is the last impression! Address the book’s certification page, ISBN, publisher’s name, copyright page and print quality.
Secure Checkout
Secure checkout
Security at its finest! Login, browse, purchase and pay, every step is safe and secured.
Money back guarantee
Money-back guarantee:
It’s all about customers! For any kind of bad experience with the product, get your actual amount back after returning the product.
On time delivery
On-time delivery
At your doorstep on time! Get this book delivered without any delay.
Quantity:
Add to Wishlist

About the Book

Inhaltsangabe: Einleitung: Die Servicewüste Deutschland ist weit entfernt von den Servicestandards die in anderen Ländern, allen voran den USA, den Kunden geboten werden. Das Bestreben nach Kundenbindung und -zufriedenheit bleibt oft ein Lippenbekenntnis der Unternehmen. Vor diesem Hintergrund ist es nicht verwunderlich, daß 1994 62 Prozent der Befragten einer EMNID-Studie aussagten, daß der Kunde in Deutschland keineswegs König ist. Jedoch rückt das Konstrukt der Kundenzufriedenheit immer mehr in das Interesse der Öffentlichkeit, da auf den meisten Märkten ein Überangebot an Waren und Dienstleistungen herrscht, welches mit einem erhöhten Qualitätsanspruch auf Kundenseite einhergeht. Dieser Qualitätsanspruch wird zudem durch Publikationen verstärkt, wie der "Stiftung Warentest" oder Fernsehshows, die sich für Belange unzufriedener Kunden einsetzen. Folglich ist ein Umdenken der Unternehmensführung weg vom reinen traditionellen Rendite- und Umsatzdenken, hin zu einer zusätzlichen Meßgröße, der Kundenzufriedenheit, nötig. So steht die Kundenzufriedenheit bei einigen Unternehmen bereits an der Spitze des Qualitätsmanagements und gewinnt weiter an Bedeutung. Homburg/Jensen (1999) fordern, Kundenzufriedenheit als oberstes Unternehmensziel nicht nur auf die Fahnen des Unternehmens zu schreiben, sondern aktiv danach zu leben. Manche Dienstleister vertreten gar die Auffassung, daß man sich um jeden Kunden kümmern soll, als sei er der Einzige des Unternehmens. Durch Zufriedenheit kann eine Vertrauensbasis mit dem Kunden geschaffen werden, was zu Kundenloyalität führen kann. So ist die Kundenzufriedenheit notwendige, aber keine hinreichende Bedingung für Loyalität. Loyale Kunden bergen die Chance auf einen dauerhaften Umsatz sowie die Weiterempfehlung an potentielle Kunden, und damit Umsatzsteigerungen. Die der Kundenzufriedenheit inhärente Bedeutung zeigt den Bedarf nach adäquaten Meßinstrumenten. Bis vor wenigen Jahren wurde die Kundenzufriedenheit auf Grund kaum quanti


Best Sellers



Product Details
  • ISBN-13: 9783838621548
  • Publisher: Diplom.de
  • Binding: Paperback
  • Language: German
  • Returnable: N
  • Spine Width: 7 mm
  • Weight: 168 gr
  • ISBN-10: 3838621549
  • Publisher Date: 14 Feb 2000
  • Height: 210 mm
  • No of Pages: 118
  • Series Title: German
  • Sub Title: Unter besonderer Berücksichtigung der Meßmethoden und ihrer Anwendbarkeit
  • Width: 148 mm


Similar Products

How would you rate your experience shopping for books on Bookswagon?

Add Photo
Add Photo

Customer Reviews

REVIEWS           
Click Here To Be The First to Review this Product
Messung von Kundenzufriedenheit: Unter besonderer Berücksichtigung der Meßmethoden und ihrer Anwendbarkeit
Diplom.de -
Messung von Kundenzufriedenheit: Unter besonderer Berücksichtigung der Meßmethoden und ihrer Anwendbarkeit
Writing guidlines
We want to publish your review, so please:
  • keep your review on the product. Review's that defame author's character will be rejected.
  • Keep your review focused on the product.
  • Avoid writing about customer service. contact us instead if you have issue requiring immediate attention.
  • Refrain from mentioning competitors or the specific price you paid for the product.
  • Do not include any personally identifiable information, such as full names.

Messung von Kundenzufriedenheit: Unter besonderer Berücksichtigung der Meßmethoden und ihrer Anwendbarkeit

Required fields are marked with *

Review Title*
Review
    Add Photo Add up to 6 photos
    Would you recommend this product to a friend?
    Tag this Book
    Read more
    Does your review contain spoilers?
    What type of reader best describes you?
    I agree to the terms & conditions
    You may receive emails regarding this submission. Any emails will include the ability to opt-out of future communications.

    CUSTOMER RATINGS AND REVIEWS AND QUESTIONS AND ANSWERS TERMS OF USE

    These Terms of Use govern your conduct associated with the Customer Ratings and Reviews and/or Questions and Answers service offered by Bookswagon (the "CRR Service").


    By submitting any content to Bookswagon, you guarantee that:
    • You are the sole author and owner of the intellectual property rights in the content;
    • All "moral rights" that you may have in such content have been voluntarily waived by you;
    • All content that you post is accurate;
    • You are at least 13 years old;
    • Use of the content you supply does not violate these Terms of Use and will not cause injury to any person or entity.
    You further agree that you may not submit any content:
    • That is known by you to be false, inaccurate or misleading;
    • That infringes any third party's copyright, patent, trademark, trade secret or other proprietary rights or rights of publicity or privacy;
    • That violates any law, statute, ordinance or regulation (including, but not limited to, those governing, consumer protection, unfair competition, anti-discrimination or false advertising);
    • That is, or may reasonably be considered to be, defamatory, libelous, hateful, racially or religiously biased or offensive, unlawfully threatening or unlawfully harassing to any individual, partnership or corporation;
    • For which you were compensated or granted any consideration by any unapproved third party;
    • That includes any information that references other websites, addresses, email addresses, contact information or phone numbers;
    • That contains any computer viruses, worms or other potentially damaging computer programs or files.
    You agree to indemnify and hold Bookswagon (and its officers, directors, agents, subsidiaries, joint ventures, employees and third-party service providers, including but not limited to Bazaarvoice, Inc.), harmless from all claims, demands, and damages (actual and consequential) of every kind and nature, known and unknown including reasonable attorneys' fees, arising out of a breach of your representations and warranties set forth above, or your violation of any law or the rights of a third party.


    For any content that you submit, you grant Bookswagon a perpetual, irrevocable, royalty-free, transferable right and license to use, copy, modify, delete in its entirety, adapt, publish, translate, create derivative works from and/or sell, transfer, and/or distribute such content and/or incorporate such content into any form, medium or technology throughout the world without compensation to you. Additionally,  Bookswagon may transfer or share any personal information that you submit with its third-party service providers, including but not limited to Bazaarvoice, Inc. in accordance with  Privacy Policy


    All content that you submit may be used at Bookswagon's sole discretion. Bookswagon reserves the right to change, condense, withhold publication, remove or delete any content on Bookswagon's website that Bookswagon deems, in its sole discretion, to violate the content guidelines or any other provision of these Terms of Use.  Bookswagon does not guarantee that you will have any recourse through Bookswagon to edit or delete any content you have submitted. Ratings and written comments are generally posted within two to four business days. However, Bookswagon reserves the right to remove or to refuse to post any submission to the extent authorized by law. You acknowledge that you, not Bookswagon, are responsible for the contents of your submission. None of the content that you submit shall be subject to any obligation of confidence on the part of Bookswagon, its agents, subsidiaries, affiliates, partners or third party service providers (including but not limited to Bazaarvoice, Inc.)and their respective directors, officers and employees.

    Accept

    New Arrivals



    Inspired by your browsing history


    Your review has been submitted!

    You've already reviewed this product!