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Wartezeit bei Dienstleistungen: Eine theoretische und empirische Analyse

Wartezeit bei Dienstleistungen: Eine theoretische und empirische Analyse

          
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About the Book

Inhaltsangabe: Einleitung: Laut einer Umfrage des EMNID-Instituts 1994 bezüglich der Dienstleistungsqualität in Deutschland stören sich 56% der Befragten an zu langen Wartezeiten. Warten ist sehr unangenehm, und tagtäglich gibt es Situationen, bei denen das Gefühl entsteht, Zeit durch Warten zu verlieren. „Zeit ist Geld" lautet eine Volksweisheit. Warten ist demnach nicht nur unangenehm, sondern kostet auch Geld. Kunden wollen deshalb nicht warten und oft sind unangemessen lange Wartezeiten ein Grund, den Dienstleistungsanbieter zu wechseln. Der Dienstleister muß also versuchen, die Wartezeiten zu verkürzen bzw. sie für die Wartenden angenehmer zu gestalten. Um dies effizient tun zu können, muß er den Kunden und seine Wahrnehmung der Wartezeit verstehen. Das Ziel der vorliegenden Arbeit ist es, zu diesem Verständnis beizutragen und Anhaltspunkte zur Gestaltung des Wartezeitmanagements zu geben. Gang der Untersuchung: Die Arbeit besteht aus acht Teilen. Nach der Einleitung (Kap.1) wird auf die theoretischen Grundlagen bezüglich Zeit, Dienstleistungen und Kundenzufriedenheit eingegangen (Kap.2). In Kapitel 3 wird der Zusammenhang zwischen Wartezeit und Kundenzufriedenheit detaillierter analysiert. Im folgenden vierten Kapitel wird auf die Einflußfaktoren der Wahrnehmung der Wartezeit aus Kundensicht eingegangen. Hierauf bauen die Empfehlungen zum Wartezeit-Management von Dienstleistungen in Kapitel 5 auf. Der Schwerpunkt der letztgenannten Kapitel liegt dabei auf der Betrachtung des subjektiven Zeitempfindens der Kunden. Aufbauend auf den „acht Warteprinzipien Maisters" werden weitere Einflußfaktoren aufgezeigt und typologisiert. In Kapitel 6 werden in einem Exkurs zahlreiche empirische Untersuchungen zum Wartezeit-Phänomen vorgestellt und kritisch hinterfragt. In Kapitel 7 wird auf die Problematik der Literaturrecherche eingegangen und im abschließenden Teil 8 werden die Ergebnisse der Arbeit zusammengefaßt. Die Arbeit greift ein zentrales Thema von Dienstleistu


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Product Details
  • ISBN-13: 9783838627113
  • Publisher: Diplom.de
  • Binding: Paperback
  • Language: German
  • Returnable: N
  • Spine Width: 7 mm
  • Weight: 159 gr
  • ISBN-10: 3838627113
  • Publisher Date: 24 Sep 2000
  • Height: 210 mm
  • No of Pages: 112
  • Series Title: German
  • Sub Title: Eine theoretische und empirische Analyse
  • Width: 148 mm


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