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Prozessorientierte Messung von Kundenzufriedenheit in hochintegrativen Geschäftsbeziehungen

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Neue Aspekte des Dienstleistungsmarketing

Part of the book series: Fokus Dienstleistungsmarketing ((FDM))

Zusammenfassung

Kundenzufriedenheit wird allgemein als Voraussetzung für den Geschäftserfolg anerkannt (Simon und Homburg 1995). Anderson und Sullivan (1993) betrachten Kundenzufriedenheit sogar als eine Art Versicherung: „Investing in customer satisfaction is like taking out an insurance policy. If some hardship temporarily befalls the firm, customers will be more likely to remain loyal“ (p. 140). Diese außerordentliche Bedeutung hat bei Akademikern und Praktikern zu einer intensiven Beschäftigung mit der Messung und Steuerung von Kundenzufriedenheit geführt.

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Authors
  1. Eva Thelen
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  2. Oliver Koll
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  3. Hans Mühlbacher
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Editors and Affiliations

  1. Universität Bayreuth, Deutschland

    Herbert Woratschek

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© 2000 Betriebswirtschaftlicher Verlag Dr. Th. Gabler GmbH, Wiesbaden, und Deutscher Universitäts-Verlag GmbH, Wiesbaden

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Thelen, E., Koll, O., Mühlbacher, H. (2000). Prozessorientierte Messung von Kundenzufriedenheit in hochintegrativen Geschäftsbeziehungen. In: Woratschek, H. (eds) Neue Aspekte des Dienstleistungsmarketing. Fokus Dienstleistungsmarketing. Deutscher Universitätsverlag. https://doi.org/10.1007/978-3-322-85204-5_7

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  • DOI: https://doi.org/10.1007/978-3-322-85204-5_7

  • Publisher Name: Deutscher Universitätsverlag

  • Print ISBN: 978-3-8244-7290-1

  • Online ISBN: 978-3-322-85204-5

  • eBook Packages: Springer Book Archive

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