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wahrgenommene Kontrolle als Einflussfaktor der Zufriedenheit mit Dienstleistungsprozessen: Eine empirische Analyse

wahrgenommene Kontrolle als Einflussfaktor der Zufriedenheit mit Dienstleistungsprozessen: Eine empirische Analyse

          
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About the Book

Masterarbeit aus dem Jahr 2017 im Fachbereich BWL - Marketing, Unternehmenskommunikation, CRM, Marktforschung, Social Media, Note: 2,3, FernUniversität Hagen, Sprache: Deutsch, Abstract: Das Ziel dieser Arbeit ist die Erforschung der Auswirkung von wahrgenommener Kontrolle bei Self-Service-Leistungen auf die Kundenzufriedenheit. Dies wird anhand einer qualitativen Untersuchung bei Banking Apps erforscht. Zunächst wird die wahrgenommene Kontrolle, die Kundenzufriedenheit und die Self-Service-Leistungen und deren Dienstleistungsprozessablauf erläutert. Außerdem wird für jeden Begriff eine Arbeitsdefinition erstellt, die die Grundlage für die spätere Studie darstellt. Die Methodik der qualitativen Studie, insbesondere die Wahl dieser Forschungsmethode, sowie Probandenauswahl und Auswertungsmethode werden anschließend dargestellt, erläutert und begründet. Die Auswertung der Interviews erfolgt anhand der zuvor dargestellten Methodik und gliedert sich in die Kodierung und Kategorisierung von wahrgenommener Kontrolle und Kundenzufriedenheit. Dies erfolgt anhand der formulierten Forschungsfragen. Der Hauptteil der Arbeit beantwortet die Forschungsfragen und ordnet diese in den Kontext der im Grundlagenteil angesprochenen Literatur ein. Es werden weiterhin auch Interviewvergleiche zur Beantwortung der Forschungsfragen miteinbezogen. Ein Ausblick hinsichtlich Limitationen und Managementimplikationen findet sich abschließend, außerdem werden eine kurze Zusammenfassung der gewonnenen Erkenntnisse und deren Beitrag zur Forschung dargestellt.
About the Author: Nils Zakierski absolvierte sein Studium der Wirtschaftswissenschaften und Wirtschaftsinformatik an der J.W. Goethe Universität in Frankfurt am Main und an der FernUniversität in Hagen. Mit Beginn seines Studiums begann er schon parallel bei der Deutschen Lufthansa AG zu arbeiten. Sein Interesse liegt im Bereich des IT-Outsourcings und des Dienstleistungsmanagements.


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Product Details
  • ISBN-13: 9783668541283
  • Publisher: Bod Third Party Titles
  • Publisher Imprint: Grin Verlag
  • Height: 210 mm
  • No of Pages: 152
  • Spine Width: 9 mm
  • Weight: 208 gr
  • ISBN-10: 3668541280
  • Publisher Date: 10 Oct 2017
  • Binding: Paperback
  • Language: German
  • Returnable: N
  • Sub Title: Eine empirische Analyse
  • Width: 148 mm


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wahrgenommene Kontrolle als Einflussfaktor der Zufriedenheit mit Dienstleistungsprozessen: Eine empirische Analyse
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