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Beschwerdemanagement bei Dienstleistungen by Schmitt, Christian

Beschwerdemanagement bei Dienstleistungen

by Christian Schmitt
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Book cover type: Paperback
  • ISBN13: 9783640910137
  • Binding: Paperback
  • Subject: N/A
  • Publisher: Grin Verlag
  • Publisher Imprint: Grin Verlag
  • Publication Date:
  • Pages: 26
  • Original Price: USD 26.9
  • Language: German
  • Edition: N/A
  • Item Weight: 46 grams
  • BISAC Subject(s): Marketing / General

Studienarbeit aus dem Jahr 2006 im Fachbereich BWL - Offline-Marketing und Online-Marketing, Note: 2,3, FernUniversität Hagen (Fakultät für Wirtschaftswissenschaft), Sprache: Deutsch, Abstract: "Unsere Kunden sind zufrieden. Die Geringe Zahl von Beschwerden beweist dies!" - "Kunden, die sich beschweren sind Gegner!" - "Unter den sich beschwerenden Kunden ist ein Gro teil an Nörglern oder Querulanten." So oder so ähnlich wird in vielen Unternehmen Beschwerden begegnet. Mit diesen Argumenten wird versucht zu zeigen, dass ein Beschwerdemanagement unnötig ist und nur zu Kosten führt . Aber ist dem wirklich so? Ist die Anzahl von Beschwerden ein Indikator für Kundenzufriedenheit? Welche Motive haben beschwerende Kunden? Wie kann bzw. soll ein Unternehmen mit Beschwerden umgehen? Diese Fragen werden im Weiteren der vorliegenden Arbeit "Beschwerdemanagement bei Dienstleistungen" untersucht. In Abschnitt 2 erfolgt die Definition des Begriffs Beschwerde, das Beschwerdeverhalten wird in Zusammenhang mit Kunden(un)zufriedenheit gebracht sowie die Ziele des Beschwerdemanagement erörtert. Abschnitt 3 beschäftigt sich mit den Aufgaben und dem Prozess des Beschwerdemanagement. In Abschnitt 4 werden die wesentlichen Kenntnisse der Arbeit zusammengefasst.

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