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Wenn Thomas Mann Ihr Kunde Wäre: Lektionen Für Servicemanager

Wenn Thomas Mann Ihr Kunde Wäre: Lektionen Für Servicemanager

          
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About the Book

Wenn Servicemanager exzellenten Service liefern wollen, dann sollten sie ihr Handeln weniger an abstrakten Zahlenwerten und Modellen orientieren, sondern lieber Thomas Mann lesen. Die in diesem Buch präsentierten Textpassagen aus seinen Novellen und Romanen zeigen, wie präzise er Dienstleistungssituationen erfasst, die von bleibender Aktualität sind. Denn bei allem technischen Wandel hat sich nichts daran geändert, wie Menschen andere Menschen im Servicekontakt erleben und wie sie als Menschen behandelt werden wollen.

Thomas Mann beschreibt meisterhaft das Denken, Empfinden und Handeln von Dienstleistungskunden. Daher eignen sich die geschilderten Episoden hervorragend dazu, zentrale Lektionen für heutige Servicemanager abzuleiten. Auf diese Weise führt uns der große deutsche Schriftsteller und Nobelpreisträger vor Augen, was modernes wissenschaftliches und praktisches Dienstleistungsmanagement ausmacht.

"Wie seine literarischen Geschöpfe war Thomas Mann ein bürgerlicher, wohlhabender Mann mit sehr hohen Ansprüchen an Komfort und Servicequalität [...] Was er seinen Erzähler in der Novelle 'Das Eisenbahnunglück' sagen lässt, gilt absolut auch für ihn selbst: 'Ich reise gern mit Komfort.'"

Inhalt
Prolog: Lektionen eines längst verstorbenen Dichters für Servicemanager von heute?.- Tonio Kröger.- Das Eisenbahnunglück.- Bekenntnisse des Hochstaplers Felix Krull.- Mario und der Zauberer.- Der Zauberberg.- Zum biographischen Hintergrund I - Thomas Mann als Dienstleistungskunde.- Zum biographischen Hintergrund II - Thomas Mann als Dienstherr.- Epilog: Zusammenfassung der Lektionen - Die 4 Service-Ps.​

Autor
Univ.-Prof. Dr. Dr. h.c. em. Bernd Stauss war Inhaber des Lehrstuhls für Allgemeine Betriebswirtschaftslehre und Dienstleistungsmanagement der Wirtschaftswissenschaftlichen Fakultät der Katholischen Universität Eichstätt-Ingolstadt.


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Product Details
  • ISBN-13: 9783834940308
  • Publisher: Gabler Verlag
  • Binding: Hardback
  • Language: German
  • Returnable: Y
  • Spine Width: 0 mm
  • Weight: 454 gr
  • ISBN-10: 3834940305
  • Publisher Date: 27 Jun 2012
  • Height: 210 mm
  • No of Pages: 210
  • Series Title: German
  • Sub Title: Lektionen Für Servicemanager
  • Width: 140 mm


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