£54.26

Deutscher Universitätsverlag Beschwerdezufriedenheit und Kundenloyalität im Dienstleistungsbereich: Kausalanalysen unter Berücksichtigung moderierender Effekte (Forum Marketing)

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Last 638 days • 638 data points (No recent data available)

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£54.99 £49.78 £50.91 £52.05 £53.19 £54.33 £55.46 10 June 2024 16 November 2024 24 April 2025 30 September 2025 09 March 2026

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39 days 23 days 576 days · current 0 144 288 432 576 £50 £53 £55 Days at Price

Price Analysis

Most common price: £55 (576 days, 90.3%)

Price range: £50 - £55

Price levels: 3 different prices over 638 days

Description

Für die Messung von Umfang und Wirkung der Zufriedenheit eines Kunden mit der Bearbeitung seiner Beschwerden über eine nicht zufriedenstellende Dienstleistung ist es notwendig, eine gesamtheitliche Perspektive der Geschäftsbeziehung sowie die daraus resultierenden Besonderheiten der Zufriedenheits- und Loyalitätsbildung zu berücksichtigen. Hierzu zählen vorangegangene Transaktionen ebenso wie die besonderen Umstände der Beschwerdesituation und die Merkmale des Kunden. Am Beispiel der Pauschaltouristik analysiert Björn-Olaf Borth, welche Faktoren die Beschwerdezufriedenheit umfasst, durch welche Hebel sie gesteigert werden kann und welche Wirkung sie auf die Kundenloyalität ausübt. Die Ergebnisse verdeutlichen, dass die Beschwerdezufriedenheit von fundamentaler Bedeutung für die Kundenloyalität ist. Allerdings hängt der Zusammenhang zwischen beiden Größen stark von den jeweiligen Rahmenbedingen ab, den so genannten moderierenden Effekten.

Product Specifications

Format
paperback
Domain
Amazon UK
Release Date
29 November 2004
Listed Since
29 April 2012

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