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Einflussfaktoren und Auswirkungen der Beschwerdezufriedenheit im Social Media-Bereich – Eine empirische Untersuchung

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Dienstleistungsmanagement und Social Media

Zusammenfassung

Bedingt durch die vorherrschenden Marktverhältnisse gilt Kundenbindung heutzutage als ein zentrales Unternehmensziel (Verhoef 2003). Ein wichtiges Instrument in diesem Zusammenhang stellt hierbei das Beschwerdemanagement dar, das in den vergangenen Jahren erheblich an wissenschaftlicher Aufmerksamkeit und praktischer Relevanz gewonnen hat (Blodgett et al. 1997; Davidow 2003; Homburg/Fürst 2005; Orsingher et al. 2010). Empirische Studien zeigen, dass ein effektives Beschwerdemanagement dazu beitragen kann, gefährdete Kundenbeziehungen durch die Herstellung von Beschwerdezufriedenheit zu stabilisieren (Hennig-Thurau 2001).

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Author information

Authors and Affiliations

  1. Institut für Marketing und Management Lehrstuhl für Dienstleistungsmanagement, Universität Hohenheim, Wollgrasweg 23, Stuttgart, D-70593, Deutschland

    Prof. Dr. Karsten Hadwich

  2. Institut für Marketing, Universität Hohenheim, Wollgrasweg 23, Stuttgart, D-70593, Deutschland

    Corina Keller

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  1. Prof. Dr. Karsten Hadwich
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Correspondence to Karsten Hadwich .

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Editors and Affiliations

  1. Unternehmensführung, Univ. Basel, Basel, Switzerland

    Manfred Bruhn

  2. Universität Hohenheim (510P) Institut für Marketing & Management, Stuttgart, Germany

    Karsten Hadwich

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Hadwich, K., Keller, C. (2013). Einflussfaktoren und Auswirkungen der Beschwerdezufriedenheit im Social Media-Bereich – Eine empirische Untersuchung. In: Bruhn, M., Hadwich, K. (eds) Dienstleistungsmanagement und Social Media. Springer Gabler, Wiesbaden. https://doi.org/10.1007/978-3-658-01248-9_24

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  • DOI: https://doi.org/10.1007/978-3-658-01248-9_24

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