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Customer Care Im Internet: Eine Analyse Des Zusammenhangs Von Kundenorientierung, Kundenbetreuung, Kundenzufriedenheit Und Kundenbindung Unter Besonderer Beruecksichtigung Des Mediums Internet Am Beispiel Der Robert Bosch Gmbh
By (author)
Senior Research Associate Nicole Klein
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normal price: R 5 629.95
Price: R 5 347.95
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| book description |
Bislang wurden die Themen Kundenorientierung, Kundenbetreuung, Kundenzufriedenheit und Kundenbindung zwar bereits wissenschaftlich bearbeitet, jedoch meistens gesondert voneinander betrachtet. Ziel dieser Arbeit ist die Integration dieser einzelnen Bausteine in ein in sich schlüssiges, strukturiertes und speziell auf die Anforderungen des Internet ausgerichtetes Konzept. Mit Hilfe der Methodik einer Balanced-Scorecard wurde eine Customer-Care-Scorecard entwickelt, die für alle kundenbezogenen Bereiche Ziele, Maßnahmen und überprüfbare Indikatoren aufzeigt. Als Ergebnis bietet diese Untersuchung den Unternehmen ein umsetzbares Konzept zur Realisierung einer erfolgreichen und wirtschaftlichen Anbieter-(End-)Kunden-Beziehung im Internet.
| product details |
Normally shipped |
Usually dispatched in 3 to 4 weeks as supplier is out of stock
Publisher |
Peter Lang AG
Published date |
18 Jan 2005
Language |
German
Format |
Paperback / softback
Pages |
326
Dimensions |
0 x 0 x 0mm (L x W x H)
Weight |
0g
ISBN |
978-3-6315-2996-6
Readership Age |
BISAC |
business & economics / marketing / research
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Paperback / softback
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