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Beschwerdemanagement. Ein unterschätztes Marketinginstrument zur Kundenbindung? by Schipflinger, Stefan

Beschwerdemanagement. Ein unterschätztes Marketinginstrument zur Kundenbindung?

by Stefan Schipflinger
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Book cover type: Paperback
  • ISBN13: 9783346321398
  • Binding: Paperback
  • Subject: N/A
  • Publisher: Grin Verlag
  • Publisher Imprint: Grin Verlag
  • Publication Date:
  • Pages: 24
  • Original Price: USD 26.9
  • Language: German
  • Edition: 1. Auflage
  • Item Weight: 46 grams
  • BISAC Subject(s): Marketing / General

Studienarbeit aus dem Jahr 2019 im Fachbereich BWL - Offline-Marketing und Online-Marketing, Note: 1, Sprache: Deutsch, Abstract: In dieser Arbeit wird ein grundsätzlicher Überblick über aktives Beschwerdemanagement und dessen Verwendungsmöglichkeiten im Marketingkontext speziell in Bezug auf die Kundenbindung gegeben. Dazu werden zuerst die Begriffe Beschwerdemanagement, Kundenzufriedenheit und Kundenbindung definiert. Anschlie end werden Rückschlüsse auf eventuelle Verknüpfungen oder trennende Elemente zwischen Beschwerdemanagementfaktoren und den gängigsten Marketingmethoden zur Kundenbindung gezogen. Beschwerden werden in der Gesellschaft generell als negativ aufgefasst. Jedoch lässt sich, wie meist im Leben, jeder negativen Sache auch etwas Positives abgewinnen. Haben Beschwerden also auch eine positive Seite, und wenn ja, welche und warum? Und lassen sich diese im betriebswirtschaftlichen Kontext nutzen? Beschwerdemanagement umfasst die Planung, Durchführung und Kontrolle aller Ma nahmen, welche im Zusammenhang mit Beschwerden und/oder Reklamationen anfallen. Die Ziele bestehen darin, Kundenzufriedenheit wiederherzustellen, die negativen Auswirkungen von Kundenunzufriedenheit auf das Unternehmen zu minimieren und die in Beschwerden enthaltenen Hinweise auf betriebliche Schwächen und marktliche Chancen zu identifizieren und zu nutzen.

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