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Konsumentenverhalten und Warteschlangen-Management: Die psychologischen Einflussfaktoren in Warteschlangen besser verstehen und gezielt beeinflussen

Konsumentenverhalten und Warteschlangen-Management: Die psychologischen Einflussfaktoren in Warteschlangen besser verstehen und gezielt beeinflussen

          
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About the Book

Die sprichwörtliche Frage "To Queue or Not To Queue?" stellen sich viele Kunden, bevor sie eine Warteschlange oder ein Geschäft betreten. Zeit ist eine wichtige und wertvolle Ressource, sowohl für Unternehmen, als auch für Konsumenten. Das vorliegende Buch beschäftigt sich mit dem Phänomen "Warteschlange". Es zeigt auf, welche Bedeutung Warteschlangen in Zeiten zunehmender Zeitknappheit haben und wie sie sich auf die Kundenzufriedenheit und Leistungsbeurteilung auswirken. Das Buch soll Verständnis für die Erfahrungen der Kunden in Warteschlangen schaffen. Es zeigt welche psychologischen Einflussfaktoren auf Menschen in Wartesituationen einwirken und wie sich diese auf das Konsumentenverhalten auswirken. In der Folge werden Warteschlangen-Management-Methoden erläutert, durch die die objektive und subjektive Wartezeit verkürzt werden können. Durch eine empirische Untersuchung in Form einer qualitativen Beobachtung im Lebensmitteleinzelhandel wird festgehalten, welche nonverbalen Signale Kunden in Warteschlangen als Zeichen der Unzufriedenheit mit der Wartesituation aussenden. Das Erkennen und Verstehen dieser Signale soll es dem Verkaufspersonal leichter machen, auf unzufriedene Kunden einzugehen und die Methoden des psychologischen Warteschlangen-Managements einzusetzen. Aufgrund dieser Verknüpfung aus Theorie und Empirie werden Empfehlungen für Unternehmen zum Warteschlangen-Management, insbesondere zum Erkennen der Unzufriedenheit der Kunden in Wartesituationen, abgeleitet.
About the Author: Claudia Raupold, Mag (FH). Marketing & Sales Studium an der FHWien - Studiengänge der WKO, Studiengang Marketing & Sales in Wien. Abschluss 2007 als Mag.(FH); davor eine kaufmännische Ausbildung an der Handelsakademie in 1100 Wien, Fachrichtung "Wirtschaftsinformatik & Organisation", Abschluss 2001. Derzeit tätig im Bereich Marketing & Vertrieb im Werbeartikelhandel. Die Autorin zeigte während ihres Studiums großes Interesse am Bereich Konsumentenverhalten und wollte dieses vor allem in Bereichen durchleuchten, die noch wenig untersucht wurden. Daher widmete sie sich in ihrer Diplomarbeit dem Konsumentenverhalten in Warteschlangen. Die Arbeit zeigt auf wie sich Menschen in Warteschlangen verhalten und welche Möglichkeiten Unternehmen haben die objektive und subjektive Wartezeit zu verkürzen und somit ihre Warteschlangen zu optimieren.


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Product Details
  • ISBN-13: 9783836677127
  • Publisher: Diplomica Verlag Gmbh
  • Binding: Paperback
  • Language: German
  • Returnable: N
  • Spine Width: 7 mm
  • Weight: 236 gr
  • ISBN-10: 3836677121
  • Publisher Date: 29 May 2009
  • Height: 254 mm
  • No of Pages: 126
  • Series Title: German
  • Sub Title: Die psychologischen Einflussfaktoren in Warteschlangen besser verstehen und gezielt beeinflussen
  • Width: 178 mm


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Konsumentenverhalten und Warteschlangen-Management: Die psychologischen Einflussfaktoren in Warteschlangen besser verstehen und gezielt beeinflussen
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Konsumentenverhalten und Warteschlangen-Management: Die psychologischen Einflussfaktoren in Warteschlangen besser verstehen und gezielt beeinflussen
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