Kulanzmanagement in Der Kfz-Industrie

Name: Kulanzmanagement in Der Kfz-Industrie
Brand: Peter Lang Gmbh, Internationaler Verlag Der W
SKU: 9783631387108
Price: 4560.0 INR
Availability: InStock

by Axel Eggert , Axel Eggert

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ISBN13: 9783631387108
Binding: Paperback
Subject: N/A
Publisher: Peter Lang Gmbh, Internationaler Verlag Der W
Publisher Imprint: Peter Lang Gmbh, Internationaler Verlag Der W
Publication Date: July 30, 2002
Pages: 219
Original Price: GBP 44.0
Language: German
Edition: N/A
Item Weight: 310 grams
BISAC Subject(s): Marketing / General

About The Book

Bereits seit einigen Jahren wird das Beschwerdemanagement mit zunehmender Bedeutung im Rahmen des Marketing untersucht. Aufgrund ihrer volkswirtschaftlichen Bedeutung hat dabei die Kfz-Industrie eine besondere Rolle. Vielfältige Studien haben sich auf Hersteller- und Handelsebene mit der Gestaltung des Beschwerdewesens beschäftigt. Die Kulanz als freiwillige Leistung an Kunden ist dabei bislang nur sehr selten überhaupt thematisiert worden. Dabei stellt sich die Frage, ob nicht auch die Gewährung bzw. Ablehnung von Kulanzanträgen erhebliche Auswirkungen auf die Zufriedenheit von Kfz-Kunden haben kann, und welche Auswirkungen es auf ein zukünftiges Verhalten gibt bzw. geben könnte. Eine nähere Betrachtung des Kulanzmanagements im Kfz-Bereich ist also dazu geeignet, hierbei auftretende Schwachstellen zu erkennen und durch mögliche organisatorische Änderungen langfristige Verbesserungen im Kundenverhältnis zu erreichen.

About The Author

Der Autor: Axel Eggert studierte Betriebswirtschaftslehre in Münster und Hamburg. Nach dem Examen arbeitete er bei einem Maschinenbauunternehmen in den USA. Nach seiner Promotion war er bei einem Automobilhersteller als Leiter der Betreuungsqualität Pkw tätig. Als Leiter der Niederlassung Berlin einer konzerneigenen Marketingagentur beschäftigte er sich weiterhin mit Fragen des Automobilmarketing. Seit seinem Wechsel an die FH Osnabrück 1997, wo er Allgemeine BWL und Marketing lehrt, hat er die Schwerpunkte in den Bereichen Kfz-Industrie, Kundenzufriedenheit bzw. -bindung sowie Internationales Marketing.

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