Merkzetterl
Das Merkzetterl ist leer.
Das Einkaufssackerl ist leer.
Kostenloser Versand möglich
Kostenloser Versand möglich
Bitte warten - die Druckansicht der Seite wird vorbereitet.
Der Druckdialog öffnet sich, sobald die Seite vollständig geladen wurde.
Sollte die Druckvorschau unvollständig sein, bitte schliessen und "Erneut drucken" wählen.

Effective Complaint Management

The Business Case for Customer Satisfaction
E-BookPDFKopierschutz: Wasserzeichen, Lesegeräte: PC/MAC/eReader/TabletE-Book
Verkaufsrang165381inWirtschaft
EUR96,29

Beschreibung

This practice- and research-based book caters to the needs of executive managers who see customer satisfaction as their primary goal. The authors identify the need for an effective complaint management strategy that prevents the loss of dissatisfied customers. Dissatisfied customers are at risk of migrating; accordingly, neglecting professional complaint management poses a considerable threat to customer relationships, sales and profits.

The book offers a comprehensive management concept, which emphasizes direct contact with the complainant by employing complaint stimulation, acceptance, processing and reaction. Further, it discusses the relevant 'backstage' tasks involved in using complaint information to achieve quality improvements and cost reductions through complaint analysis, controlling and reporting.




 







Bernd Stauss is Professor emeritus of service management at the Ingolstadt School of Management at the Catholic University of Eichstaett-Ingolstadt, Germany. He is author of numerous books and articles on service-related topics. The main focus of his research is on customer satisfaction, dissatisfaction, complaining behavior and complaint management. 
Wolfgang Seidel is founder and head of 'servmark', a consulting company focusing on the analysis, conception and implementation of complaint management, customer relationship management and services marketing. Furthermore, Wolfgang Seidel is a frequent speaker at major conferences on complaint management and customer relationship management.
Weitere Beschreibungen

Details

Weitere ISBN/GTIN9783319987057
ProduktartE-Book
EinbandE-Book
Epub-TypPDF
Erscheinungsdatum01.07.2019
Seiten495 Seiten
SpracheEnglisch
Dateigröße100947
Artikel-Nr.25928079
WarengruppeWirtschaft
Weitere Details

Bewertungen

Autor

Bernd Stauss is Professor emeritus of service management at the Ingolstadt School of Management at the Catholic University of Eichstaett-Ingolstadt, Germany. He is author of numerous books and articles on service-related topics. The main focus of his research is on customer satisfaction, dissatisfaction, complaining behavior and complaint management.
Wolfgang Seidel is founder and head of 'servmark', a consulting company focusing on the analysis, conception and implementation of complaint management, customer relationship management and services marketing. Furthermore, Wolfgang Seidel is a frequent speaker at major conferences on complaint management and customer relationship management.