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Kundenzufriedenheit. Messen und Steigern

Kundenzufriedenheit. Messen und Steigern


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About the Book

Studienarbeit aus dem Jahr 2002 im Fachbereich BWL - Offline-Marketing und Online-Marketing, Note: 1,00, Leibniz Akademie Hannover - Verwaltungs- und Wirtschaftsakademie Hannover, Sprache: Deutsch, Abstract: Um die Wichtigkeit der Messung und Steigerung von Kundenzufriedenheit zu verdeutlichen, soll eingangs ein kurzer Überblick über das Konstrukt (gedanklich konstruiertes Gebilde) der Kundenzufriedenheit gegeben und vor allem der Nutzen der Kundenzufriedenheit für den Unternehmenserfolg erklärt werden. So wird deutlich, wie existenziell es für ein Unternehmen ist, regelmäßig die Zufriedenheit seiner Kunden zu überprüfen. Im Anschluss daran wird auf die einzelnen Methoden zur Messung näher eingegangen. Im zweiten Teil dieser Abschlussarbeit sollen verschiedene Ansätze zur Steigerung der Kundenzufriedenheit herausgearbeitet werden, um so ein wirkungsvolles Handwerkszeug für das tägliche Arbeitsleben und einen konkreten Leitfaden für das Management zu erhalten. In der marktorientierten Unternehmensführung nimmt das Konstrukt der Kundenzufriedenheit seit Mitte der siebziger Jahre des zwanzigsten Jahrhunderts eine zunehmend zentrale Stellung ein. Dies folgt aus der Tatsache, dass verschärfter Wettbewerb, engere Märkte und steigende Ansprüche der Kunden dazu geführt haben, langfristige Kundenbindungen von erhöhter Bedeutung für den wirtschaftlichen Erfolg eines Unternehmens werden zu lassen. Ein Unternehmen kann nur einen zufriedenen Kunden langfristig an sich binden. Kundenzufriedenheit wird somit zu einem Bindungsfaktor ("Klebstoff") innerhalb von Geschäftsbeziehungen.1) Die Notwendigkeit, Kundenwünsche möglichst zeitnah und effizient zu berücksichtigen, wird in den Unternehmen noch allzu häufig vernachlässigt. Trotz der großen Bedeutung der Kundenzufriedenheit für ein Unternehmen ist es bis heute nicht gelungen, sich auf eine allgemeingültige und anerkannte Operationalisierung (Verfahrensweise) zu einigen. Vielmehr hat sich mit der Zeit eine große Zahl auseinanderlau


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Product Details
  • ISBN-13: 9783638722926
  • Publisher: Grin Verlag
  • Publisher Imprint: Grin Verlag
  • Height: 210 mm
  • No of Pages: 54
  • Series Title: German
  • Weight: 136 gr
  • ISBN-10: 3638722929
  • Publisher Date: 09 Aug 2007
  • Binding: Paperback
  • Language: German
  • Returnable: N
  • Spine Width: 3 mm
  • Width: 148 mm


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Kundenzufriedenheit. Messen und Steigern
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