Beschwerdemanagement Im Bereich Personalintensiver Dienstleistungen
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Beschwerdemanagement Im Bereich Personalintensiver Dienstleistungen
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Author : Norbert Moschner
language : de
Publisher: diplom.de
Release Date : 2001-05-03
Beschwerdemanagement Im Bereich Personalintensiver Dienstleistungen written by Norbert Moschner and has been published by diplom.de this book supported file pdf, txt, epub, kindle and other format this book has been release on 2001-05-03 with Business & Economics categories.
Inhaltsangabe: Inhaltsverzeichnis:Inhaltsverzeichnis: AbkürzungsverzeichnisV AbbildungsverzeichnisVII 1.Einleitung1 1.1Problemstellung und Ziele der Arbeit1 1.2Aufbau der Arbeit3 2.Charakterisierung des Dienstleistungs-Begriffs4 2.1Bemerkungen zur Definitionsvielfalt des Begriffs Dienstleistungen 4 2.2Die 3-Phasen-Betrachtung des Begriffs Dienstleistungen 5 2.2.1Potentialdimension5 2.2.2Prozeßdimension6 2.2.3Ergebnisdimension6 2.3Merkmale von Dienstleistungen unter besonderer Berücksichtigung der Personalintensität7 2.3.1Vorbemerkungen7 2.3.2Menschliche Leistungskomponente8 2.3.3Integration des externen Faktors9 2.3.4Interaktivität11 2.3.5Individualität und mangelnde Standardisierbarkeit13 2.3.6Simultanität von Produktion und Konsum14 2.3.7Immaterialität15 2.4Abschließende Definition des Begriffs personalintensive Dienstleistungen 17 3.Grundlagen der Beschwerdepolitik19 3.1Bestimmung beschwerdepolitisch relevanter Begriffe20 3.2Ziele des Beschwerdemanagements24 3.3Relevanz des Beschwerdemanagements für den Dienstleistungs-Bereich28 4.Darstellung und Analyse eines für personalintensive Dienstleistungen spezifischen Beschwerdemanagements31 4.1Für personalintensive Dienstleistungen relevante Determinanten des Beschwerdeverhaltens von Kunden31 4.1.1Zur Bedeutung von Erkenntnissen über das Beschwerdeverhalten der Kunden für die Dienstleistungs-Unternehmung31 4.1.2Eindeutigkeit der Ursachenattribuierung32 4.1.3Art des Problems35 4.1.4Kosten-Nutzen-Erwartungen37 4.1.4.1Beschwerdekosten37 4.1.4.2Beschwerdenutzen und Erfolgswahrscheinlichkeit41 4.1.5Konkretisierungsgrad der erwarteten Leistungsqualität43 4.1.6Weitere Determinanten des Beschwerdeverhaltens44 4.2Beschwerdepolitische Aufgabenbereiche und Grundsätze und deren organisatorische sowie personalpolitische Konsequenzen für personalintensive Dienstleistungs-Unternehmen46 4.2.1Einführende Darstellung beschwerdepolitischer Problemfelder46 4.2.1.1Überblick über die beschwerdepolitischen Aufgabenbereiche 46 4.2.1.2Organisatorische Gestaltungsalternativen des Beschwerdemanagements48 4.2.1.3Die Bedeutung der Mitarbeiter der Dienstleistungs-Unternehmung für den Erfolg der Beschwerdepolitik49 4.2.2Gestaltung des Beschwerdeinputs49 4.2.2.1Beschwerdestimulierung49 4.2.2.2Organisation des Beschwerdeinputs56 4.2.2.3Gestaltung der Beschwerdeinteraktion58 4.2.3Grundlagen und Prinzipien der Beschwerdebearbeitung62 4.2.3.1Organisatorische und personalpolitische [...]
Product Plus
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Author : Christopher H. Lovelock
language : en
Publisher: McGraw-Hill Companies
Release Date : 1994
Product Plus written by Christopher H. Lovelock and has been published by McGraw-Hill Companies this book supported file pdf, txt, epub, kindle and other format this book has been release on 1994 with Business & Economics categories.
Costs, to customers, he emphasizes, entail more than just money - they involve time, physical effort, and hassle, too. Innovation in service delivery requires rethinking the ways in which the firm and its customers interact and then reengineering traditional processes.
Baldrige Award Winning Quality
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Author : Mark Graham Brown
language : en
Publisher: CRC Press
Release Date : 2017-07-27
Baldrige Award Winning Quality written by Mark Graham Brown and has been published by CRC Press this book supported file pdf, txt, epub, kindle and other format this book has been release on 2017-07-27 with Business & Economics categories.
The Malcolm Baldrige National Quality Award is the highest level of national recognition for performance excellence that a U.S. organization can receive. Now in its 18th edition, Baldrige Award Winning Quality is still the most widely used and recognized book on the Malcolm Baldrige National Quality Award. It provides readers with a simple, yet com
Marketing Problems
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Author : Melvin Thomas Copeland
language : en
Publisher: Legare Street Press
Release Date : 2023-07-18
Marketing Problems written by Melvin Thomas Copeland and has been published by Legare Street Press this book supported file pdf, txt, epub, kindle and other format this book has been release on 2023-07-18 with categories.
This book dives deep into the world of marketing, providing insightful and strategic solutions to common marketing problems. With real-world examples and practical advice, this book is an essential resource for anyone interested in marketing. This work has been selected by scholars as being culturally important, and is part of the knowledge base of civilization as we know it. This work is in the "public domain in the United States of America, and possibly other nations. Within the United States, you may freely copy and distribute this work, as no entity (individual or corporate) has a copyright on the body of the work. Scholars believe, and we concur, that this work is important enough to be preserved, reproduced, and made generally available to the public. We appreciate your support of the preservation process, and thank you for being an important part of keeping this knowledge alive and relevant.
Strategic It Management
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Author : Dirk Buchta
language : en
Publisher: Springer Science & Business Media
Release Date : 2007-12-14
Strategic It Management written by Dirk Buchta and has been published by Springer Science & Business Media this book supported file pdf, txt, epub, kindle and other format this book has been release on 2007-12-14 with Business & Economics categories.
IT is not a cost factor, but a tool, to cut process costs in a company. This message cannot be elaborated enough in times of very short IT budgets. The book points out, how a company with tight resources can generate value – using standard as well as individual software.
The Employer Brand
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Author : Simon Barrow
language : en
Publisher: John Wiley & Sons
Release Date : 2011-01-19
The Employer Brand written by Simon Barrow and has been published by John Wiley & Sons this book supported file pdf, txt, epub, kindle and other format this book has been release on 2011-01-19 with Business & Economics categories.
Levels of 'employer brand awareness' are rising fast across Europe, North America and Asia-Pacific, as leading companies realise that skilled, motivated employees are as vital to their commercial success as profitable customers and apply the principles of branding to their own organization. Starting with a review of the pressures which have generated current interest in employer branding, this definitive book goes on to look at the historical roots of brand management and the practical steps necessary to achieve employer brand management success - including the business case, research, positioning, implementation, management and measurement. Case studies of big-name employer brand stories include Tesco, Wal-Mart, British Airways and Prêt a Manger.
Marketing Moves
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Author : Philip Kotler
language : en
Publisher: Harvard Business Press
Release Date : 2002
Marketing Moves written by Philip Kotler and has been published by Harvard Business Press this book supported file pdf, txt, epub, kindle and other format this book has been release on 2002 with Business & Economics categories.
The Internet, globalization, and hypercompetition are dramatically reshaping markets and changing the way business is done. The problem, says internationally renowned marketer Philip Kotler and his coauthors Dipak C. Jain and Suvit Maesincee, is that marketing has not kept pace with the markets. In today's world, customers are scarce-not products-and classic marketing needs to be deconstructed, redefined, and broadened to reflect this new reality. Marketing Moves describes the next transformational imperative for marketing-and for any organization competing in our customer-ruled, technology-driven marketplace. It calls for a fundamental rethinking of corporate strategy to enable the ongoing creation and delivery of superior value for customers in both the marketplace and the marketspace. And it appoints marketing as the lead driver in shaping and implementing this new strategy. The means for accomplishing this lies in a radically new marketing paradigm the authors call holistic marketing -a dynamic concept derived from the electronic connectivity and interactivity among companies, customers, and collaborators. This new paradigm combines the best of traditional marketing with new digital capabilities to build long-term, mutually satisfying relationships and co-prosperity among all key stakeholders. Outlining a framework for implementing holistic marketing that calls for integrating customer demand management, internal and external resource allocation, and network collaboration-the authors show how holistic marketing can enable companies to: - Identify new value opportunities for renewing their markets - Efficiently create the most promising new value offerings - Deliver products, services, and experiences that more precisely match individual customer requirements - Consistently operate at the highest level of product quality, service, and speed Thought-provoking and practical, Marketing Moves shows how to build a complete marketing platform primed for the challenges and opportunities of a customer-centric world. AUTHORBIO: Philip Kotler is the S.C. Johnson Son Distinguished Professor of International Marketing at the Kellogg Graduate School of Management at Northwestern University in Chicago. Dipak C. Jain is Dean of the Kellogg Graduate School of Management. Suvit Maesincee is a Professor of Marketing at the Sasin Graduate Institute of Business Administration at Chulalongkorn University in Bangkok, Thailand.
Break Even Analysis
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Author :
language : en
Publisher: Bookboon
Release Date :
Break Even Analysis written by and has been published by Bookboon this book supported file pdf, txt, epub, kindle and other format this book has been release on with categories.
Marketing Methods
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Author : Ralph Starr Butler
language : en
Publisher: Sagwan Press
Release Date : 2018-02
Marketing Methods written by Ralph Starr Butler and has been published by Sagwan Press this book supported file pdf, txt, epub, kindle and other format this book has been release on 2018-02 with Business & Economics categories.
This work has been selected by scholars as being culturally important, and is part of the knowledge base of civilization as we know it. This work was reproduced from the original artifact, and remains as true to the original work as possible. Therefore, you will see the original copyright references, library stamps (as most of these works have been housed in our most important libraries around the world), and other notations in the work. This work is in the public domain in the United States of America, and possibly other nations. Within the United States, you may freely copy and distribute this work, as no entity (individual or corporate) has a copyright on the body of the work. As a reproduction of a historical artifact, this work may contain missing or blurred pages, poor pictures, errant marks, etc. Scholars believe, and we concur, that this work is important enough to be preserved, reproduced, and made generally available to the public. We appreciate your support of the preservation process, and thank you for being an important part of keeping this knowledge alive and relevant.
Competencies For Special Librarians Of The 21st Century
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Author : Barbara M. Spiegelman
language : en
Publisher:
Release Date : 1997
Competencies For Special Librarians Of The 21st Century written by Barbara M. Spiegelman and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 1997 with Language Arts & Disciplines categories.