Beurteilung von Dienstleistungsqualität

Name: Beurteilung von Dienstleistungsqualität
Brand: Grin Verlag
SKU: 9783638793285
Price: 2255.0 INR
Availability: InStock

by Petra Heveroch

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ISBN13: 9783638793285
Binding: Paperback
Subject: N/A
Publisher: Grin Verlag
Publisher Imprint: Grin Verlag
Publication Date: November 29, 2007
Pages: 26
Original Price: USD 26.9
Language: German
Edition: N/A
Item Weight: 46 grams
BISAC Subject(s): Management

About The Book

Studienarbeit aus dem Jahr 2006 im Fachbereich BWL - Sonstiges, Note: 1,3, Universit�t zu K�ln (Institut f�r Wirtschafts- und Sozialpsychologie), Veranstaltung: Psychologie der Dienstleistung, Sprache: Deutsch, Abstract: Dienstleistungen gewinnen in der Wirtschaft in zunehmendem Ma e an Bedeutung. Nach Bruhn (2004) stellt eine hohe Dienstleistungsqualit�t einen zentralen Wettbewerbsvorteil f�r Unternehmen dar, so dass sich die Ausrichtung des Dienstleistungsangebotes besonders auf den Kundenwunsch und die Qualit�tsorientierung fokussiert. Exzellente Servicequalit�t und hohe Kundenzufriedenheit sind f�r die heutige Serviceindustrie nach Hung, Huang und Chen (2003) Hauptstreitfrage und Herausforderung zugleich. Demnach sind die meisten Unternehmen �bereinstimmend der Ansicht, dass die Qualit�t des Kundenservice den globalen Gesch�ftserfolg zu einem betr�chtlichen Grad beeinflusst und zu den entscheidenden Strategien in einem Unternehmen z�hlt. F�r jedes Dienstleistungsunternehmen ist es unabdingbar, die folgenden Fragen beantworten zu k�nnen: - Welche Anforderungen stellen die Kunden an die Dienstleistungen und ihre Qualit�t? - Wie beurteilen die Konsumenten die Dienstleistungsqualit�t ihrer Anbieter? - Wie k�nnen Unternehmen ihre Dienstleistungsqualit�t gew�hrleisten und pr�fbar machen? Diese und andere Fragen werden im Laufe der vorliegenden Seminararbeit diskutiert und beantwortet.

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