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Management Von Kundenfeedback by Thomas Angerer

Management Von Kundenfeedback

by Thomas Angerer
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Book cover type: Paperback
  • ISBN13: 9783824479863
  • Binding: Paperback
  • Subject: N/A
  • Publisher: Deutscher Universitatsverlag
  • Publisher Imprint: Deutscher Universitatsverlag
  • Publication Date:
  • Pages: 291
  • Original Price: EUR 79.43
  • Language: German
  • Edition: 2003
  • Item Weight: 363 grams
  • BISAC Subject(s): Management

Die Kundenorientierung spielt f�r Unternehmen eine wichtige Rolle. In diesem Zusammenhang ist der Umgang mit Kundenfeedback von gro er Relevanz. Um in einem immer komplexeren und weniger planbaren Unternehmensumfeld das Management von Kundenfeedback erfolgswirksam gestalten zu k�nnen, sollte man bei den Ursachen der komplexit�tstreibenden Prozesse ansetzen und das Kundenfeedback-Management entsprechend ausrichten.

Thomas Angerer untersucht die Brauchbarkeit klassischer Konzepte zum Management von Kundenfeedback und entwickelt einen neuen, interdisziplin�ren Ansatz zum Kundenfeedback-Management f�r komplexe Umweltsituationen. Dabei legt er besonderen Wert auf Muster in der Kunden-Unternehmens-Beziehung auf der nonverbal-ausdruckspsychologischen Ebene. In einer aufw�ndigen Studie analysiert der Autor Beziehungsmuster im Rahmen realer Verkaufsgespr�che im Automobilhandel im Hinblick auf ihre Erfolgswirksamkeit. Anschlie end werden Implikationen f�r die Gestaltung und F�hrung von Verkaufsgespr�chen und zur Personalentwicklung und -auswahl aufgezeigt.

Ausgezeichnet mit dem Alpen-Adria-Wissenschaftspreis 2003.

Dr. Thomas Angerer ist wissenschaftlicher Mitarbeiter von Prof. Dr. Hans-Peter Liebmann am Institut für Handel, Absatz und Marketing der Universität Graz.

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