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Beschwerdemanagement Unzufriedene Kunden als profitable Zielgruppe

Author: Bernd Stauss; Wolfgang Seidel
Publisher: München Hanser, Carl 2014
Edition/Format:   eBook : Document : GermanView all editions and formats
Summary:
Kundenzufriedenheit ist für die meisten Unternehmen ein erstrangiges Ziel. Doch unzufriedene Kunden werden nur selten als profitable Zielgruppe wahrgenommen. Nur wenige Unternehmen ermutigen ihre Kunden, sich mit einer Beschwerde zu melden. Damit lassen sie große ökonomische Potenziale ungenutzt. Denn Beschwerdemanagement ist der zentrale Ansatz, um Kundenbindung zu sichern und Kundenverluste zu minimieren.  Read more...
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Details

Additional Physical Format: Druckausg.
Material Type: Document, Internet resource
Document Type: Internet Resource, Computer File
All Authors / Contributors: Bernd Stauss; Wolfgang Seidel
ISBN: 9783446436633 3446436634 9783446439665 3446439668
OCLC Number: 879488025
Notes: Lizenzpflichtig
Description: Online-Ressource
Responsibility: Bernd Stauss ; Wolfgang Seidel
More information:

Abstract:

Kundenzufriedenheit ist für die meisten Unternehmen ein erstrangiges Ziel. Doch unzufriedene Kunden werden nur selten als profitable Zielgruppe wahrgenommen. Nur wenige Unternehmen ermutigen ihre Kunden, sich mit einer Beschwerde zu melden. Damit lassen sie große ökonomische Potenziale ungenutzt. Denn Beschwerdemanagement ist der zentrale Ansatz, um Kundenbindung zu sichern und Kundenverluste zu minimieren. Darüber hinaus bietet es erhebliche Möglichkeiten für Verbesserungen von Qualität und Effizienz. Hier setzt dieses Standardwerk in der völlig überarbeiteten Neuauflage an: Es zeigt, wie Unternehmen durch ein aktives Beschwerdemanagement ihre Kunden zufrieden stellen und zugleich die eigenen wirtschaftlichen Ziele erreichen können. Prof. Dr. Bernd Stauss war Inhaber des Lehrstuhls für Dienstleistungsmanagement an der Katholischen Universität Eichstätt-Ingolstadt. Dipl.-Kfm. Wolfgang Seidel ist Inhaber der servmark Unternehmensberatung für Servicemarketing und Kundenmanagement mit Sitz in Eching bei München.

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Primary Entity<\/h3>\n
<http:\/\/www.worldcat.org\/oclc\/879488025<\/a>> # Beschwerdemanagement Unzufriedene Kunden als profitable Zielgruppe<\/span>\n\u00A0\u00A0\u00A0\u00A0a \nschema:Book<\/a>, schema:CreativeWork<\/a>, schema:MediaObject<\/a> ;\u00A0\u00A0\u00A0\nlibrary:oclcnum<\/a> \"879488025<\/span>\" ;\u00A0\u00A0\u00A0\nlibrary:placeOfPublication<\/a> <http:\/\/id.loc.gov\/vocabulary\/countries\/gw<\/a>> ;\u00A0\u00A0\u00A0\nrdfs:comment<\/a> \"Warning: This malformed URI has been treated as a string - \'http:\/\/\'<\/span>\" ;\u00A0\u00A0\u00A0\nschema:about<\/a> <http:\/\/experiment.worldcat.org\/entity\/work\/data\/792429691#Thing\/kundenmanagement<\/a>> ; # Kundenmanagement<\/span>\n\u00A0\u00A0\u00A0\nschema:about<\/a> <http:\/\/experiment.worldcat.org\/entity\/work\/data\/792429691#Topic\/economics_and_mangement<\/a>> ; # Economics and Mangement<\/span>\n\u00A0\u00A0\u00A0\nschema:about<\/a> <http:\/\/experiment.worldcat.org\/entity\/work\/data\/792429691#Thing\/bisac_subject_heading_bus041000<\/a>> ; # (BISAC Subject Heading)BUS041000<\/span>\n\u00A0\u00A0\u00A0\nschema:about<\/a> <http:\/\/experiment.worldcat.org\/entity\/work\/data\/792429691#Thing\/vlb_wn_9784_nonbooks_pbs_wirtschaft_management<\/a>> ; # (VLB-WN)9784: Nonbooks, PBS \/ Wirtschaft\/Management<\/span>\n\u00A0\u00A0\u00A0\nschema:about<\/a> <http:\/\/experiment.worldcat.org\/entity\/work\/data\/792429691#Thing\/reklamation<\/a>> ; # Reklamation<\/span>\n\u00A0\u00A0\u00A0\nschema:about<\/a> <http:\/\/experiment.worldcat.org\/entity\/work\/data\/792429691#Thing\/produktform_electronic_book_text<\/a>> ; # (Produktform)Electronic book text<\/span>\n\u00A0\u00A0\u00A0\nschema:about<\/a> <http:\/\/experiment.worldcat.org\/entity\/work\/data\/792429691#Thing\/crm<\/a>> ; # CRM<\/span>\n\u00A0\u00A0\u00A0\nschema:about<\/a> <http:\/\/experiment.worldcat.org\/entity\/work\/data\/792429691#Topic\/reklamation<\/a>> ; # Reklamation<\/span>\n\u00A0\u00A0\u00A0\nschema:about<\/a> <http:\/\/experiment.worldcat.org\/entity\/work\/data\/792429691#Topic\/verbraucherzufriedenheit<\/a>> ; # Verbraucherzufriedenheit<\/span>\n\u00A0\u00A0\u00A0\nschema:about<\/a> <http:\/\/experiment.worldcat.org\/entity\/work\/data\/792429691#Thing\/produktform_spezifisch_paper_over_boards<\/a>> ; # (Produktform (spezifisch))Paper over boards<\/span>\n\u00A0\u00A0\u00A0\nschema:about<\/a> <http:\/\/experiment.worldcat.org\/entity\/work\/data\/792429691#Thing\/service<\/a>> ; # Service<\/span>\n\u00A0\u00A0\u00A0\nschema:about<\/a> <http:\/\/experiment.worldcat.org\/entity\/work\/data\/792429691#Thing\/stw_beziehungsmarketing<\/a>> ; # (stw)Beziehungsmarketing<\/span>\n\u00A0\u00A0\u00A0\nschema:about<\/a> <http:\/\/experiment.worldcat.org\/entity\/work\/data\/792429691#Topic\/beziehungsmanagement<\/a>> ; # Beziehungsmanagement<\/span>\n\u00A0\u00A0\u00A0\nschema:about<\/a> <http:\/\/experiment.worldcat.org\/entity\/work\/data\/792429691#Thing\/stw_kundenzufriedenheit<\/a>> ; # (stw)Kundenzufriedenheit<\/span>\n\u00A0\u00A0\u00A0\nschema:about<\/a> <http:\/\/experiment.worldcat.org\/entity\/work\/data\/792429691#Thing\/vlb_produktgruppen_tn000<\/a>> ; # (VLB-Produktgruppen)TN000<\/span>\n\u00A0\u00A0\u00A0\nschema:about<\/a> <http:\/\/experiment.worldcat.org\/entity\/work\/data\/792429691#Topic\/kundendienst<\/a>> ; # Kundendienst<\/span>\n\u00A0\u00A0\u00A0\nschema:about<\/a> <http:\/\/dewey.info\/class\/658.812\/e22\/ger\/<\/a>> ;\u00A0\u00A0\u00A0\nschema:about<\/a> <http:\/\/experiment.worldcat.org\/entity\/work\/data\/792429691#Thing\/stw_kundenservice<\/a>> ; # (stw)Kundenservice<\/span>\n\u00A0\u00A0\u00A0\nschema:about<\/a> <http:\/\/experiment.worldcat.org\/entity\/work\/data\/792429691#Thing\/management<\/a>> ; # Management<\/span>\n\u00A0\u00A0\u00A0\nschema:about<\/a> <http:\/\/experiment.worldcat.org\/entity\/work\/data\/792429691#Topic\/servicepolitik<\/a>> ; # Servicepolitik<\/span>\n\u00A0\u00A0\u00A0\nschema:about<\/a> <http:\/\/experiment.worldcat.org\/entity\/work\/data\/792429691#Thing\/customer_care<\/a>> ; # Customer Care<\/span>\n\u00A0\u00A0\u00A0\nschema:about<\/a> <http:\/\/experiment.worldcat.org\/entity\/work\/data\/792429691#Topic\/kundenmanagement<\/a>> ; 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# Wolfgang Seidel<\/span>\n\u00A0\u00A0\u00A0\nschema:author<\/a> <http:\/\/experiment.worldcat.org\/entity\/work\/data\/792429691#Person\/stauss_bernd_1947<\/a>> ; # Bernd Stauss<\/span>\n\u00A0\u00A0\u00A0\nschema:bookFormat<\/a> schema:EBook<\/a> ;\u00A0\u00A0\u00A0\nschema:datePublished<\/a> \"2014<\/span>\" ;\u00A0\u00A0\u00A0\nschema:exampleOfWork<\/a> <http:\/\/worldcat.org\/entity\/work\/id\/792429691<\/a>> ;\u00A0\u00A0\u00A0\nschema:inLanguage<\/a> \"de<\/span>\" ;\u00A0\u00A0\u00A0\nschema:isSimilarTo<\/a> <http:\/\/worldcat.org\/entity\/work\/data\/792429691#CreativeWork\/<\/a>> ;\u00A0\u00A0\u00A0\nschema:name<\/a> \"Beschwerdemanagement Unzufriedene Kunden als profitable Zielgruppe<\/span>\"@de<\/a> ;\u00A0\u00A0\u00A0\nschema:productID<\/a> \"879488025<\/span>\" ;\u00A0\u00A0\u00A0\nschema:reviews<\/a> <http:\/\/www.worldcat.org\/title\/-\/oclc\/879488025#Review\/-254569840<\/a>> ;\u00A0\u00A0\u00A0\nschema:url<\/a> <http:\/\/www.hanser-elibrary.com\/isbn\/9783446439665<\/a>> ;\u00A0\u00A0\u00A0\nschema:url<\/a> <http:\/\/nbn-resolving.de\/urn:nbn:de:101:1-201408236722<\/a>> ;\u00A0\u00A0\u00A0\nschema:url<\/a> <http:\/\/ebooks.ciando.com\/book\/index.cfm\/bok_id\/1399578<\/a>> ;\u00A0\u00A0\u00A0\nschema:url<\/a> <https:\/\/nbn-resolving.org\/urn:nbn:de:101:1-201408236722<\/a>> ;\u00A0\u00A0\u00A0\nschema:url<\/a> <http:\/\/d-nb.info\/105685443X\/34<\/a>> ;\u00A0\u00A0\u00A0\nschema:url<\/a> \"http:\/\/<\/span>\" ;\u00A0\u00A0\u00A0\nschema:url<\/a> <http:\/\/www.ciando.com\/pictures\/bib\/3446436634bib_t_1.jpg<\/a>> ;\u00A0\u00A0\u00A0\nschema:url<\/a> <https:\/\/doi.org\/10.3139\/9783446436633<\/a>> ;\u00A0\u00A0\u00A0\nschema:url<\/a> <http:\/\/www.hanser-elibrary.com\/doi\/book\/10.3139\/9783446436633<\/a>> ;\u00A0\u00A0\u00A0\nschema:url<\/a> <http:\/\/www.ciando.com\/img\/books\/width167\/3446436634_k.jpg<\/a>> ;\u00A0\u00A0\u00A0\nschema:workExample<\/a> <http:\/\/worldcat.org\/isbn\/9783446436633<\/a>> ;\u00A0\u00A0\u00A0\nschema:workExample<\/a> <http:\/\/worldcat.org\/isbn\/9783446439665<\/a>> ;\u00A0\u00A0\u00A0\nschema:workExample<\/a> <http:\/\/dx.doi.org\/10.3139\/9783446436633<\/a>> ;\u00A0\u00A0\u00A0\numbel:isLike<\/a> <http:\/\/d-nb.info\/105685443X<\/a>> ;\u00A0\u00A0\u00A0\nwdrs:describedby<\/a> <http:\/\/www.worldcat.org\/title\/-\/oclc\/879488025<\/a>> ;\u00A0\u00A0\u00A0\u00A0.\n\n\n<\/div>\n\n

Related Entities<\/h3>\n
<http:\/\/dewey.info\/class\/658.812\/e22\/ger\/<\/a>>\u00A0\u00A0\u00A0\u00A0a \nschema:Intangible<\/a> ;\u00A0\u00A0\u00A0\u00A0.\n\n\n<\/div>\n
<http:\/\/dx.doi.org\/10.3139\/9783446436633<\/a>>\u00A0\u00A0\u00A0\u00A0a \nschema:IndividualProduct<\/a> ;\u00A0\u00A0\u00A0\u00A0.\n\n\n<\/div>\n
<http:\/\/ebooks.ciando.com\/book\/index.cfm\/bok_id\/1399578<\/a>>\u00A0\u00A0\u00A0\nrdfs:comment<\/a> \"lizenzfrei<\/span>\" ;\u00A0\u00A0\u00A0\u00A0.\n\n\n<\/div>\n
<http:\/\/experiment.worldcat.org\/entity\/work\/data\/792429691#Person\/seidel_wolfgang_1935<\/a>> # Wolfgang Seidel<\/span>\n\u00A0\u00A0\u00A0\u00A0a \nschema:Person<\/a> ;\u00A0\u00A0\u00A0\nschema:birthDate<\/a> \"1935<\/span>\" ;\u00A0\u00A0\u00A0\nschema:familyName<\/a> \"Seidel<\/span>\" ;\u00A0\u00A0\u00A0\nschema:givenName<\/a> \"Wolfgang<\/span>\" ;\u00A0\u00A0\u00A0\nschema:name<\/a> \"Wolfgang Seidel<\/span>\" ;\u00A0\u00A0\u00A0\u00A0.\n\n\n<\/div>\n
<http:\/\/experiment.worldcat.org\/entity\/work\/data\/792429691#Person\/stauss_bernd_1947<\/a>> # Bernd Stauss<\/span>\n\u00A0\u00A0\u00A0\u00A0a \nschema:Person<\/a> ;\u00A0\u00A0\u00A0\nschema:birthDate<\/a> \"1947<\/span>\" ;\u00A0\u00A0\u00A0\nschema:familyName<\/a> \"Stauss<\/span>\" ;\u00A0\u00A0\u00A0\nschema:givenName<\/a> \"Bernd<\/span>\" ;\u00A0\u00A0\u00A0\nschema:name<\/a> \"Bernd Stauss<\/span>\" ;\u00A0\u00A0\u00A0\u00A0.\n\n\n<\/div>\n
<http:\/\/experiment.worldcat.org\/entity\/work\/data\/792429691#Thing\/beschwerdemanagement<\/a>> # Beschwerdemanagement<\/span>\n\u00A0\u00A0\u00A0\u00A0a \nschema:Thing<\/a> ;\u00A0\u00A0\u00A0\nschema:name<\/a> \"Beschwerdemanagement<\/span>\" ;\u00A0\u00A0\u00A0\u00A0.\n\n\n<\/div>\n
<http:\/\/experiment.worldcat.org\/entity\/work\/data\/792429691#Thing\/bisac_subject_heading_bus041000<\/a>> # (BISAC Subject Heading)BUS041000<\/span>\n\u00A0\u00A0\u00A0\u00A0a \nschema:Thing<\/a> ;\u00A0\u00A0\u00A0\nschema:name<\/a> \"(BISAC Subject Heading)BUS041000<\/span>\" ;\u00A0\u00A0\u00A0\u00A0.\n\n\n<\/div>\n
<http:\/\/experiment.worldcat.org\/entity\/work\/data\/792429691#Thing\/crm<\/a>> # CRM<\/span>\n\u00A0\u00A0\u00A0\u00A0a \nschema:Thing<\/a> ;\u00A0\u00A0\u00A0\nschema:name<\/a> \"CRM<\/span>\" ;\u00A0\u00A0\u00A0\u00A0.\n\n\n<\/div>\n
<http:\/\/experiment.worldcat.org\/entity\/work\/data\/792429691#Thing\/customer_care<\/a>> # Customer Care<\/span>\n\u00A0\u00A0\u00A0\u00A0a \nschema:Thing<\/a> ;\u00A0\u00A0\u00A0\nschema:name<\/a> \"Customer Care<\/span>\" ;\u00A0\u00A0\u00A0\u00A0.\n\n\n<\/div>\n
<http:\/\/experiment.worldcat.org\/entity\/work\/data\/792429691#Thing\/customer_relationship_management<\/a>> # Customer Relationship Management<\/span>\n\u00A0\u00A0\u00A0\u00A0a \nschema:Thing<\/a> ;\u00A0\u00A0\u00A0\nschema:name<\/a> \"Customer Relationship Management<\/span>\" ;\u00A0\u00A0\u00A0\u00A0.\n\n\n<\/div>\n
<http:\/\/experiment.worldcat.org\/entity\/work\/data\/792429691#Thing\/dienstleistung<\/a>> # Dienstleistung<\/span>\n\u00A0\u00A0\u00A0\u00A0a \nschema:Thing<\/a> ;\u00A0\u00A0\u00A0\nschema:name<\/a> \"Dienstleistung<\/span>\" ;\u00A0\u00A0\u00A0\u00A0.\n\n\n<\/div>\n
<http:\/\/experiment.worldcat.org\/entity\/work\/data\/792429691#Thing\/kundenmanagement<\/a>> # Kundenmanagement<\/span>\n\u00A0\u00A0\u00A0\u00A0a \nschema:Thing<\/a> ;\u00A0\u00A0\u00A0\nschema:name<\/a> \"Kundenmanagement<\/span>\" ;\u00A0\u00A0\u00A0\u00A0.\n\n\n<\/div>\n
<http:\/\/experiment.worldcat.org\/entity\/work\/data\/792429691#Thing\/management<\/a>> # Management<\/span>\n\u00A0\u00A0\u00A0\u00A0a \nschema:Thing<\/a> ;\u00A0\u00A0\u00A0\nschema:name<\/a> \"Management<\/span>\" ;\u00A0\u00A0\u00A0\u00A0.\n\n\n<\/div>\n
<http:\/\/experiment.worldcat.org\/entity\/work\/data\/792429691#Thing\/produktform_electronic_book_text<\/a>> # (Produktform)Electronic book text<\/span>\n\u00A0\u00A0\u00A0\u00A0a \nschema:Thing<\/a> ;\u00A0\u00A0\u00A0\nschema:name<\/a> \"(Produktform)Electronic book text<\/span>\" ;\u00A0\u00A0\u00A0\u00A0.\n\n\n<\/div>\n
<http:\/\/experiment.worldcat.org\/entity\/work\/data\/792429691#Thing\/produktform_spezifisch_paper_over_boards<\/a>> # (Produktform (spezifisch))Paper over boards<\/span>\n\u00A0\u00A0\u00A0\u00A0a \nschema:Thing<\/a> ;\u00A0\u00A0\u00A0\nschema:name<\/a> \"(Produktform (spezifisch))Paper over boards<\/span>\" ;\u00A0\u00A0\u00A0\u00A0.\n\n\n<\/div>\n
<http:\/\/experiment.worldcat.org\/entity\/work\/data\/792429691#Thing\/reklamation<\/a>> # Reklamation<\/span>\n\u00A0\u00A0\u00A0\u00A0a \nschema:Thing<\/a> ;\u00A0\u00A0\u00A0\nschema:name<\/a> \"Reklamation<\/span>\" ;\u00A0\u00A0\u00A0\u00A0.\n\n\n<\/div>\n
<http:\/\/experiment.worldcat.org\/entity\/work\/data\/792429691#Thing\/service<\/a>> # Service<\/span>\n\u00A0\u00A0\u00A0\u00A0a \nschema:Thing<\/a> ;\u00A0\u00A0\u00A0\nschema:name<\/a> \"Service<\/span>\" ;\u00A0\u00A0\u00A0\u00A0.\n\n\n<\/div>\n
<http:\/\/experiment.worldcat.org\/entity\/work\/data\/792429691#Thing\/stw_beschwerdemanagement<\/a>> # (stw)Beschwerdemanagement<\/span>\n\u00A0\u00A0\u00A0\u00A0a \nschema:Thing<\/a> ;\u00A0\u00A0\u00A0\nschema:name<\/a> \"(stw)Beschwerdemanagement<\/span>\" ;\u00A0\u00A0\u00A0\u00A0.\n\n\n<\/div>\n
<http:\/\/experiment.worldcat.org\/entity\/work\/data\/792429691#Thing\/stw_beziehungsmarketing<\/a>> # (stw)Beziehungsmarketing<\/span>\n\u00A0\u00A0\u00A0\u00A0a \nschema:Thing<\/a> ;\u00A0\u00A0\u00A0\nschema:name<\/a> \"(stw)Beziehungsmarketing<\/span>\" ;\u00A0\u00A0\u00A0\u00A0.\n\n\n<\/div>\n
<http:\/\/experiment.worldcat.org\/entity\/work\/data\/792429691#Thing\/stw_kundenservice<\/a>> # (stw)Kundenservice<\/span>\n\u00A0\u00A0\u00A0\u00A0a \nschema:Thing<\/a> ;\u00A0\u00A0\u00A0\nschema:name<\/a> \"(stw)Kundenservice<\/span>\" ;\u00A0\u00A0\u00A0\u00A0.\n\n\n<\/div>\n
<http:\/\/experiment.worldcat.org\/entity\/work\/data\/792429691#Thing\/stw_kundenzufriedenheit<\/a>> # (stw)Kundenzufriedenheit<\/span>\n\u00A0\u00A0\u00A0\u00A0a \nschema:Thing<\/a> ;\u00A0\u00A0\u00A0\nschema:name<\/a> \"(stw)Kundenzufriedenheit<\/span>\" ;\u00A0\u00A0\u00A0\u00A0.\n\n\n<\/div>\n
<http:\/\/experiment.worldcat.org\/entity\/work\/data\/792429691#Thing\/vlb_produktgruppen_tn000<\/a>> # (VLB-Produktgruppen)TN000<\/span>\n\u00A0\u00A0\u00A0\u00A0a \nschema:Thing<\/a> ;\u00A0\u00A0\u00A0\nschema:name<\/a> \"(VLB-Produktgruppen)TN000<\/span>\" ;\u00A0\u00A0\u00A0\u00A0.\n\n\n<\/div>\n
<http:\/\/experiment.worldcat.org\/entity\/work\/data\/792429691#Thing\/vlb_wn_9784_nonbooks_pbs_wirtschaft_management<\/a>> # (VLB-WN)9784: Nonbooks, PBS \/ Wirtschaft\/Management<\/span>\n\u00A0\u00A0\u00A0\u00A0a \nschema:Thing<\/a> ;\u00A0\u00A0\u00A0\nschema:name<\/a> \"(VLB-WN)9784: Nonbooks, PBS \/ Wirtschaft\/Management<\/span>\" ;\u00A0\u00A0\u00A0\u00A0.\n\n\n<\/div>\n
<http:\/\/experiment.worldcat.org\/entity\/work\/data\/792429691#Topic\/beziehungsmanagement<\/a>> # Beziehungsmanagement<\/span>\n\u00A0\u00A0\u00A0\u00A0a \nschema:Intangible<\/a> ;\u00A0\u00A0\u00A0\nschema:name<\/a> \"Beziehungsmanagement<\/span>\"@de<\/a> ;\u00A0\u00A0\u00A0\u00A0.\n\n\n<\/div>\n
<http:\/\/experiment.worldcat.org\/entity\/work\/data\/792429691#Topic\/beziehungsmarketing<\/a>> # Beziehungsmarketing<\/span>\n\u00A0\u00A0\u00A0\u00A0a \nschema:Intangible<\/a> ;\u00A0\u00A0\u00A0\nschema:name<\/a> \"Beziehungsmarketing<\/span>\"@de<\/a> ;\u00A0\u00A0\u00A0\u00A0.\n\n\n<\/div>\n
<http:\/\/experiment.worldcat.org\/entity\/work\/data\/792429691#Topic\/economics_and_mangement<\/a>> # Economics and Mangement<\/span>\n\u00A0\u00A0\u00A0\u00A0a \nschema:Intangible<\/a> ;\u00A0\u00A0\u00A0\nschema:name<\/a> \"Economics and Mangement<\/span>\"@de<\/a> ;\u00A0\u00A0\u00A0\u00A0.\n\n\n<\/div>\n
<http:\/\/experiment.worldcat.org\/entity\/work\/data\/792429691#Topic\/kundendienst<\/a>> # Kundendienst<\/span>\n\u00A0\u00A0\u00A0\u00A0a \nschema:Intangible<\/a> ;\u00A0\u00A0\u00A0\nschema:name<\/a> \"Kundendienst<\/span>\"@de<\/a> ;\u00A0\u00A0\u00A0\u00A0.\n\n\n<\/div>\n
<http:\/\/experiment.worldcat.org\/entity\/work\/data\/792429691#Topic\/kundenmanagement<\/a>> # Kundenmanagement<\/span>\n\u00A0\u00A0\u00A0\u00A0a \nschema:Intangible<\/a> ;\u00A0\u00A0\u00A0\nschema:name<\/a> \"Kundenmanagement<\/span>\"@de<\/a> ;\u00A0\u00A0\u00A0\u00A0.\n\n\n<\/div>\n
<http:\/\/experiment.worldcat.org\/entity\/work\/data\/792429691#Topic\/reklamation<\/a>> # Reklamation<\/span>\n\u00A0\u00A0\u00A0\u00A0a \nschema:Intangible<\/a> ;\u00A0\u00A0\u00A0\nschema:name<\/a> \"Reklamation<\/span>\"@de<\/a> ;\u00A0\u00A0\u00A0\u00A0.\n\n\n<\/div>\n
<http:\/\/experiment.worldcat.org\/entity\/work\/data\/792429691#Topic\/servicepolitik<\/a>> # Servicepolitik<\/span>\n\u00A0\u00A0\u00A0\u00A0a \nschema:Intangible<\/a> ;\u00A0\u00A0\u00A0\nschema:name<\/a> \"Servicepolitik<\/span>\"@de<\/a> ;\u00A0\u00A0\u00A0\u00A0.\n\n\n<\/div>\n
<http:\/\/experiment.worldcat.org\/entity\/work\/data\/792429691#Topic\/verbraucherzufriedenheit<\/a>> # Verbraucherzufriedenheit<\/span>\n\u00A0\u00A0\u00A0\u00A0a \nschema:Intangible<\/a> ;\u00A0\u00A0\u00A0\nschema:name<\/a> \"Verbraucherzufriedenheit<\/span>\"@de<\/a> ;\u00A0\u00A0\u00A0\u00A0.\n\n\n<\/div>\n
<http:\/\/id.loc.gov\/vocabulary\/countries\/gw<\/a>>\u00A0\u00A0\u00A0\u00A0a \nschema:Place<\/a> ;\u00A0\u00A0\u00A0\ndcterms:identifier<\/a> \"gw<\/span>\" ;\u00A0\u00A0\u00A0\u00A0.\n\n\n<\/div>\n
<http:\/\/worldcat.org\/entity\/work\/data\/792429691#CreativeWork\/<\/a>>\u00A0\u00A0\u00A0\u00A0a \nschema:CreativeWork<\/a> ;\u00A0\u00A0\u00A0\nschema:description<\/a> \"Druckausg.<\/span>\" ;\u00A0\u00A0\u00A0\nschema:isSimilarTo<\/a> <http:\/\/www.worldcat.org\/oclc\/879488025<\/a>> ; # Beschwerdemanagement Unzufriedene Kunden als profitable Zielgruppe<\/span>\n\u00A0\u00A0\u00A0\u00A0.\n\n\n<\/div>\n
<http:\/\/worldcat.org\/isbn\/9783446436633<\/a>>\u00A0\u00A0\u00A0\u00A0a \nschema:ProductModel<\/a> ;\u00A0\u00A0\u00A0\nschema:isbn<\/a> \"3446436634<\/span>\" ;\u00A0\u00A0\u00A0\nschema:isbn<\/a> \"9783446436633<\/span>\" ;\u00A0\u00A0\u00A0\u00A0.\n\n\n<\/div>\n
<http:\/\/worldcat.org\/isbn\/9783446439665<\/a>>\u00A0\u00A0\u00A0\u00A0a \nschema:ProductModel<\/a> ;\u00A0\u00A0\u00A0\nschema:isbn<\/a> \"3446439668<\/span>\" ;\u00A0\u00A0\u00A0\nschema:isbn<\/a> \"9783446439665<\/span>\" ;\u00A0\u00A0\u00A0\u00A0.\n\n\n<\/div>\n
<http:\/\/www.worldcat.org\/title\/-\/oclc\/879488025<\/a>>\u00A0\u00A0\u00A0\u00A0a \ngenont:InformationResource<\/a>, genont:ContentTypeGenericResource<\/a> ;\u00A0\u00A0\u00A0\nschema:about<\/a> <http:\/\/www.worldcat.org\/oclc\/879488025<\/a>> ; # Beschwerdemanagement Unzufriedene Kunden als profitable Zielgruppe<\/span>\n\u00A0\u00A0\u00A0\nschema:dateModified<\/a> \"2020-08-24<\/span>\" ;\u00A0\u00A0\u00A0\nvoid:inDataset<\/a> <http:\/\/purl.oclc.org\/dataset\/WorldCat<\/a>> ;\u00A0\u00A0\u00A0\u00A0.\n\n\n<\/div>\n
<http:\/\/www.worldcat.org\/title\/-\/oclc\/879488025#Review\/-254569840<\/a>>\u00A0\u00A0\u00A0\u00A0a \nschema:Review<\/a> ;\u00A0\u00A0\u00A0\nschema:itemReviewed<\/a> <http:\/\/www.worldcat.org\/oclc\/879488025<\/a>> ; # Beschwerdemanagement Unzufriedene Kunden als profitable Zielgruppe<\/span>\n\u00A0\u00A0\u00A0\nschema:reviewBody<\/a> \"Kundenzufriedenheit ist f\u00FCr die meisten Unternehmen ein erstrangiges Ziel. Doch unzufriedene Kunden werden nur selten als profitable Zielgruppe wahrgenommen. Nur wenige Unternehmen ermutigen ihre Kunden, sich mit einer Beschwerde zu melden. Damit lassen sie gro\u00DFe \u00F6konomische Potenziale ungenutzt. Denn Beschwerdemanagement ist der zentrale Ansatz, um Kundenbindung zu sichern und Kundenverluste zu minimieren. Dar\u00FCber hinaus bietet es erhebliche M\u00F6glichkeiten f\u00FCr Verbesserungen von Qualit\u00E4t und Effizienz. Hier setzt dieses Standardwerk in der v\u00F6llig \u00FCberarbeiteten Neuauflage an: Es zeigt, wie Unternehmen durch ein aktives Beschwerdemanagement ihre Kunden zufrieden stellen und zugleich die eigenen wirtschaftlichen Ziele erreichen k\u00F6nnen. Prof. Dr. Bernd Stauss war Inhaber des Lehrstuhls f\u00FCr Dienstleistungsmanagement an der Katholischen Universit\u00E4t Eichst\u00E4tt-Ingolstadt. Dipl.-Kfm. Wolfgang Seidel ist Inhaber der servmark Unternehmensberatung f\u00FCr Servicemarketing und Kundenmanagement mit Sitz in Eching bei M\u00FCnchen.<\/span>\" ;\u00A0\u00A0\u00A0\u00A0.\n\n\n<\/div>\n\n

Content-negotiable representations<\/p>\n