Scripte und Rollenverhalten als Determinanten erfolgreicher Service Encounter
Language: German
Published by GRIN Verlag, 2014
- Softcover
- New
Seller: AHA-BUCH GmbH, Einbeck, GermanyAHA-BUCH GmbH
AbeBooks seller since August 14, 2006
Condition: New
£ 16.55
Quantity: 1 available
Add to basketItem description from seller
Druck auf Anfrage Neuware - Printed after ordering - Studienarbeit aus dem Jahr 2013 im Fachbereich BWL - Offline-Marketing und Online-Marketing, Note: 2,3, Fachhochschule Südwestfalen; Abteilung Meschede (Dienstleistungsmanangement), Sprache: Deutsch, Abstract: Für Firmen wird es immer wichtiger zu verstehen, welche Faktoren letztlich die Kundenzufriedenheit beim Kontakt mit dem Kunden beeinflussen. Gerade der persönliche Kontakt von Mitarbeitern und Kunden beeinflussen die wahrgenommene Servicequalität und Zufriedenheit. Hierbei wird die Bedeutung der Mitarbeiter an dem sog. 'Magischen Dreieck' verdeutlicht. Die zentrale Aussage ist, dass die Koordination der Mitarbeiter-Kunden-Interaktion entscheidend für den langfristigen Dienstleistungserfolg ist. Dabei ist die Herausforderung, das Verhalten des Mitarbeiters so zu steu-ern, dass die Mitarbeiter-Kunden-Interaktion eine zentrale Voraussetzung des Dienstleistungserfolgs zum Ergebnis hat: Eine hohe Bindung des Kun-den an das Unternehmen.Im Rahmen dieser Arbeit sollen folgende Forschungsfragen beantwortet werden: (1) Wann ist ein Service Encounter überhaupt erfolgreich , (2) Wie können Skripte zum Erfolg des Service Encounters beitragen und (3) welche Einfluss hat das Rollenverhalten auf den Erfolg Die vorliegende Arbeit verfolgt das Ziel, die Relevanz von Skripte und Rollenverhalten auf den Service Encounter herauszustellen. Um dieses Ziel zu erreichen, werden in Kapitel 2 zunächst begriffliche, konzeptionelle und theoretische Grundlagen geschaffen. In Kapitel 3 werden die Forschungs-fragen strukturiert untersucht, interpretiert und diskutiert. Ein Praxisbeispiel in Kapitel 4 soll die Erkenntnisse in der Anwendung.…
Seller Inventory # 9783656580096
- Title
- Scripte und Rollenverhalten als Determinanten erfolgreicher Service Encounter
- Author
- Marco Feindler
- Publisher
- GRIN Verlag
- Publication year
- 2014
- Condition
- Neu
- Binding
- Taschenbuch
- Language
- German
- ISBN 10
- 365658009X
- ISBN 13
- 9783656580096
- Item weight
- 51 grams
- Dimensions
- 210x148x3 mm
"Synopsis" may belong to another edition of this title.
From the Back Cover
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|---|---|---|
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