Kundenzufriedenheit: Konzepte -- Methoden -- Erfahrungen

Name: Kundenzufriedenheit: Konzepte -- Methoden -- Erfahrungen
Brand: Gabler Verlag
SKU: 9783409137850
Price: 4462.0 INR
Availability: InStock

by Hermann Simon , Christian Homburg

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ISBN13: 9783409137850
Binding: Paperback
Subject: N/A
Publisher: Gabler Verlag
Publisher Imprint: Gabler Verlag
Publication Date: January 1, 1995
Pages: 491
Original Price: EUR 60.74
Language: German
Edition: Softcover Repri
Item Weight: 781 grams
BISAC Subject(s): General

About The Book

Kundenzufriedenheit nimmt heute in den Zielsystemen vieler Untemehmen der ver- schiedensten Branchen eine fiihrende Stelle ein; betrachtliche Ressourcen werden in Programme zur Steigerung der Kundenzufriedenheit investiert. Beispielhaft seien hier das Customer Focus-Programm bei ABB, das Premier Customer Care-Programm bei BMW of North America sowie die Aktionen von Toyota, die unter dem Namen The Toyota Touch zusammengefaBt werden, genannt. Einige Untemehmen wie Nissan und Ford arbeiten sogar darauf hin, zur Jahrtausendwende in ihren Branchen hinsichtlich Kundenzufriedenheit die Nummer eins in Europa bzw. auf der ganzen Welt zu sein. Parallel hierzu vollzieht sich eine rege wissenschaftliche Diskussion, in der Kundenzu- friedenheit aus den unterschiedlichsten Blickwinkeln beleuchtet wird. Mit dem vorliegenden Buch wollen wir, die Herausgeber, den "State of the Art" in Sa- chen Kundenzufriedenheit dokumentieren. Als Autoren konnten wir renommierte Wis- senschaftler und Praktiker aus narnhaften Untemehmen gewinnen. Wir verstehen Kundenzufriedenheit als Managementherausforderung: Neben der Frage nach geeigneten Methoden zur Messung von Kundenzufriedenheit stehen insbesondere Instrumente zur Steigerung der Kundenzufriedenheit im V ordergrund. Wir sind der Uberzeugung, daB hierzu in allen Phasen des WertschOpfungsprozesses Ansatzpunkte existieren. Daher befassen sich im AnschluB an den ersten Tei/, der insbesondere die theoretisch-konzeptionellen Grundlagen zum Verstlindnis von Kundenzufriedenheit bereitstellt, die Beitrage des zweiten Tei/s mit dem Management von Kundenzufrieden- heit in verschiedenen Phasen des Wertsch6pfungsprozesses. Diese Phasen reichen von der Produktentwicklung tiber Beschaffung und Produktion/Logistik bis hin zum Ver- trieb.

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