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Ansätze zur Messung der Qualität industrieller Serviceleistungen by Hagemann, Michael

Ansätze zur Messung der Qualität industrieller Serviceleistungen

by Michael Hagemann
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Book cover type: Paperback
  • ISBN13: 9783640606733
  • Binding: Paperback
  • Subject: N/A
  • Publisher: Grin Verlag
  • Publisher Imprint: Grin Verlag
  • Publication Date:
  • Pages: 42
  • Original Price: USD 26.9
  • Language: German
  • Edition: N/A
  • Item Weight: 68 grams
  • BISAC Subject(s): Industries / General

Studienarbeit aus dem Jahr 2006 im Fachbereich BWL - Industriebetriebslehre, Note: 1,3, Verwaltungs- und Wirtschafts-Akademie Göttingen, Sprache: Deutsch, Abstract: In Zeiten verschärfter Konkurrenz, erhöhten Kostendrucks und zunehmender Marktsättigung ist es nicht nur wichtig, Neukunden zu gewinnen, sondern vor allem bestehende Kundenbeziehungen zu erhalten und zu pflegen. Aufgrund dieser Situation sind Unternehmen gezwungen, ihre Leistungen so zu gestalten, dass diese erfolgreich am Markt angeboten werden können. Die angebotene Servicequalität spielt im Zuge einer kunden- und marktorientierten Unternehmensführung eine entscheidende Rolle. Sie wird mehr und mehr zum Differenzierungs-merkmal, da sie ein Schlüsselfaktor der Kunden-zufriedenheit und Kundenbindung ist. Die Gründe hierfür liegen auf der Hand: Eine hohe Kundenzufriedenheit hat hauptsächlich die folgenden Konsequenzen: - eine Erhöhung der Kundenbindung, - eine Erhöhung des Umsatzes, der mit einer Geschäftsbeziehung erzielt wird, - eine Verringerung der Marketing- und Vertriebskosten, die zur Erhaltung einer Geschäftsbeziehung notwendig sind, - eine Verringerung der Preissensitivität der Kunden und - eine Intensivierung der positiven Mund-zu-Mund-Propaganda. Angesichts dieser Rahmenbedingungen und Aussagen ist das Interesse von Unternehmen an einer umfassenden Messung der Servicequalität nach wie vor ungebrochen. Allerdings stehen dem gro en Bedarf an Qualitätsinformationen bei industriellen Serviceleistungen besondere Messprobleme entgegen. Im Gegensatz zu Sachgütern, weisen Dienstleistungen spezifische Eigenschaften auf, welche bei der Messung der Servicequalität zu berücksichtigen sind. Um diese und andere Besonderheiten näher zu erläutern, bedarf es zunächst eines orientierenden Grundlagenteils über Definitionen, Zusammenhänge und Dimensionen der Servicequalität. Da es bis heute im Dienst-leistungsbereich keine pauschale Vorgehensweise bei der Messung der Servicequalität gibt, soll zunächst ein Überb

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