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Beschwerdemanagement. Entwicklung eines Beschwerdemanagementkonzeptes anhand des amerikanischen Smartphone Herstellers Well Bell

Beschwerdemanagement. Entwicklung eines Beschwerdemanagementkonzeptes anhand des amerikanischen Smartphone Herstellers Well Bell


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About the Book

Akademische Arbeit aus dem Jahr 2018 im Fachbereich BWL - Unternehmensführung, Management, Organisation, Note: 1,0, Internationale Fachhochschule Bad Honnef - Bonn, Veranstaltung: Sales Management II, Sprache: Deutsch, Abstract: Die Forschungsfrage, welche in dieser Arbeit beantwortet werden soll, lautet: Wie sollte das Beschwerdemanagementkonzept des amerikanischen Smartphone Herstellers 'Well Bell' aussehen? Da bei der Erarbeitung des Beschwerdemanagementkonzeptes von "Well Bell" auch die die zunehmende Online-Kommunikation berücksichtigt werden soll, werden die nachfolgenden Teilfragestellungen ebenfalls im Rahmen dieser Arbeit beantwortet: Welche Veränderungen und Herausforderungen sind durch die zunehmende Online-Kommunikation zu bewältigen? Welche Strategie eignet sich für den Umgang mit Kundenbeschwerden? Wie könnte ein konkreter Maßnahmenplan im Rahmen des Beschwerdemanagementkonzeptes aussehen? Durch die Untersuchung dieser Thesen soll "Well Bell' zukünftig in kritischen Situationen professionell, schnell und kundenorientiert reagieren können. Im Anschluss an die Einleitung werden im zweiten Kapitel theoretische Grundlagen des Beschwerdemanagements erläutert. Es wird ein gewisses Basiswissen vorausgesetzt, sodass Begrifflichkeiten, wie z.B. die SWOT-Analyse nicht extra erklärt werden. Der dritte Teil stellt den Praxisbezug her. Er gibt Antwort auf die zuvor gestellte Forschungsfrage und thematisiert die weiterführenden Teilfragestellungen. Anschließend wird ein Maßnahmenplan, der den Beschwerdeprozess im Sinne des Kunden aber auch zur internen Qualitätsverbesserung regelt kurz vorgestellt. Der vierte Teil enthält eine Schlussbetrachtung mit einem Fazit und Ausblick auf zukünftige Anforderungen.


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Product Details
  • ISBN-13: 9783668869165
  • Publisher: Grin Verlag
  • Publisher Imprint: Grin Verlag
  • Height: 216 mm
  • No of Pages: 24
  • Spine Width: 1 mm
  • Weight: 91 gr
  • ISBN-10: 3668869162
  • Publisher Date: 02 Nov 2018
  • Binding: Paperback
  • Language: German
  • Returnable: N
  • Sub Title: Fallstudie
  • Width: 140 mm


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Beschwerdemanagement. Entwicklung eines Beschwerdemanagementkonzeptes anhand des amerikanischen Smartphone Herstellers Well Bell
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Beschwerdemanagement. Entwicklung eines Beschwerdemanagementkonzeptes anhand des amerikanischen Smartphone Herstellers Well Bell
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