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Emotionsarbeit. Kritische Situationen im Kundenkontakt: Verlaufsanalyse eines Werbungsgesprächs in Zusammenarbeit mit der AOK Direktion Augsburg

Emotionsarbeit. Kritische Situationen im Kundenkontakt: Verlaufsanalyse eines Werbungsgesprächs in Zusammenarbeit mit der AOK Direktion Augsburg

          
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About the Book

Studienarbeit aus dem Jahr 2002 im Fachbereich BWL - Offline-Marketing und Online-Marketing, Note: 1,3, Universität Augsburg (Lehrstuhl für Personalwesen, Professor Oswald Neuberger), Veranstaltung: Seminar Emotionsarbeit, Sprache: Deutsch, Abstract: Seit der Studie von Arlie R. Hochschild "Das gekaufte Herz - Zur Kommerzialisierung der Gefühle" spielt der Begriff "Emotionsarbeit" in den personenbezogenen Dienstleistungen eine immer größere Rolle. Servicebereitschaft und Kundenorientierung sind mittlerweile auch in der "Servicewüste Deutschland" keine Fremdwörter mehr. In Zeiten, in denen sich die Märkte von Verkäufer- zu Käufermärkten gewandelt haben, fordern die mit zunehmender Marktmacht ausgestatteten Dienstleistungsnehmer ihr Recht und wollen ihre Bedürfnisse individuell befriedigt sehen. Ein Kundenberater mutiert somit schnell zum persönlichen Kundenbetreuer. Im Umgang mit dieser "neuen Kundengeneration" stellen sich auf der individuellen Seite des Betreuers nun zwei zentrale Fragen: Welche Art von Arbeit leistet er in diesem veränderten Interaktionsfeld und wie bewältigt er konfliktgeladene, sog. kritische Situationen beim Umgang mit Kunden, wenn der Kunde König ist? Die folgenden Ausführungen erläutern den Begriff "Emotionsarbeit" näher und lenken das Augenmerk auf die "eigentliche" Arbeit eines Dienstleistungsgebers, nämlich die Gefühlsarbeit mit ihren Ausdrucksmöglichkeiten und speziellen Techniken. Die Frage, wie ein Kundenbetreuer mit kritischen Situationen im Kundenkontakt umgeht, zeigt die Analyse einer Einzelfallstudie. Dazu wird ein schwieriges Kundengespräch eines Kundenbetreuers im Außendienst der AOK detailliert beschrieben und hinsichtlich der Anforderungen an dessen Emotionsmanagement untersucht.


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Product Details
  • ISBN-13: 9783668749474
  • Publisher: Grin Verlag
  • Publisher Imprint: Grin Verlag
  • Height: 210 mm
  • No of Pages: 24
  • Spine Width: 2 mm
  • Weight: 45 gr
  • ISBN-10: 3668749477
  • Publisher Date: 10 Jul 2018
  • Binding: Paperback
  • Language: German
  • Returnable: N
  • Sub Title: Verlaufsanalyse eines Werbungsgesprächs in Zusammenarbeit mit der AOK Direktion Augsburg
  • Width: 148 mm


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