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Beschwerdemanagement in Franchisesystemen. by Carsten Rennhak, Ines Stiefbold, Carsten Rennhak

Beschwerdemanagement in Franchisesystemen.

by Carsten Rennhak , Ines Stiefbold , Carsten Rennhak
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Book cover type: Paperback
  • ISBN13: 9783898218320
  • Binding: Paperback
  • Subject: N/A
  • Publisher: Ibidem Press
  • Publisher Imprint: Ibidem Press
  • Publication Date:
  • Pages: 172
  • Original Price: USD 30.9
  • Language: German
  • Edition: N/A
  • Item Weight: 214 grams
  • BISAC Subject(s): Accounting / Managerial

Kundenbindung und Relationship Management haben sich in den letzten Jahren zu zentralen Themenbereichen im Marketing entwickelt. Von überragender Bedeutung ist dabei das Beschwerdemanagement: Unternehmen müssen hier systematisch und zeitnah gezielte Ma nahmen ergreifen, um Kundenzufriedenheit wieder herzustellen und gefährdete Kundenbeziehungen zu stabilisieren. Proaktives Beschwerdemanagement liefert zudem entscheidende Hinweise darauf, welche Schwachstellen die Kunden bei Produkten und Service wahrnehmen. Das vorliegende Buch fokussiert speziell auf die besonderen Erfordernisse eines professionellen Beschwerdemanagements in Franchisesystemen, bereitet dabei die wissenschaftlichen Grundlagen problemorientiert auf und beleuchtet kritisch den aktuellen Diskussionsstand zum Thema Beschwerdemanagement. Kern ist eine umfassende empirische Studie, die die spezifischen Herausforderungen und Besonderheiten des Beschwerdemanagements in Franchisesystemen identifiziert und geeignete Lösungsansätze für die erfolgreiche Umsetzung in der Praxis herausarbeitet.Das Buch richtet sich an Studierende, die sich mit dem Themenkomplex Beschwerdemanagement oder Herausforderungen bei der Führung von Franchisenetzwerken auseinandersetzen und sich zeitnah einen Überblick über aktuelle Erkenntnisse aus Wissenschaft und Praxis sowie mögliche Lösungsansätze verschaffen wollen. Marketingfachleute, die Beschwerdemanagementsysteme konzipieren, gestalten oder optimieren wollen, erhalten ebenso wertvolle Hinweise wie Manager in Franchisesystemen, die zur Optimierung von Kundenzufriedenheit und Kundenbindung ein State-of-the-art-Beschwerdemanagementsystem implementieren wollen.

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