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£63.90
Ibidem Press Dienstleistungsmanagement 2.0. Wie Web-2.0-Instrumente helfen, das Dienstleistungsmanagement zu verbessern
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£64 today · previous high £64 · all-time low £62
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Last 90 days • 90 data points
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Price distribution over 90 days • 2 price levels
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Price Analysis
Most common price: £64 (83 days, 92.2%)
Price range: £62 - £64
Price levels: 2 different prices over 90 days
Description
Weltweit verzeichnen Dienstleistungen einen steilen Anstieg. Neben neuen Dienstleistungsunternehmen bieten auch zunehmend Industrieunternehmen Dienstleistungen rund um ihre Produkte an. Somit wird professionelles Dienstleistungsmanagement zum Muss für nahezu jedes Unternehmen. Globale Trends wie „Connectivity", Globalisierung oder Mobilität führen außerdem zu einer stürmischen Weiterentwicklung der Informationstechnologie. Ein Resultat ist das Web 2.0, das sich rasant in alle Lebensbereiche hinein ausbreitet.Damit stellt sich für Manager von Dienstleistungen aus Industrie und Service die Frage, ob bisherige Dienstleistungsinstrumente einschließlich der Nutzung des 'herkömmlichen' Internet ("Web 1.0") noch ausreichen können, um kundenorientiertes Dienstleistungsmanagement zu betreiben. Inwieweit helfen Web-2.0-Instrumente wie Microblogs (Twitter) oder Videoportale (Youtube), das Dienstleistungsmanagement zu verbessern?Simon G. Fauser gibt in seinem vorliegenden Buch klare Antworten. Anhand des GAP-Modells der Dienstleistungsqualität bewertet er, wie Web-2.0-Instrumente maßgeblich dazu beitragen, die Dienstleistungsqualität und Kundenzufriedenheit zu verbessern. Nach einer Einführung zu Web 2.0 und dem GAP-Modell ("gap" - "Lücke") bewertet er Schritt für Schritt bzw. GAP für GAP die Web-2.0-Instrumente und gibt in der Folge wertvolle praxisnahe Hinweise zur Einbindung von Web-2.0-Instrumenten ins Dienstleistungsmanagement. About the Author Dr. Simon G. Fauser ist Unternehmensberater im Bereich Dienstleistungsmanagement, Marketing und Organisationsentwicklung. Er begleitet Unternehmen ab der Gr�ndungsphase, ber�t aber auch Unternehmen wie IBM oder HP. Er lehrt an den Hochschulen Reutlingen (ESB), Heilbronn, Stuttgart (VWA/BA) und der europ�ischen Fernhochschule Hamburg unter anderem Servicemanagement. Das Buch enth�lt ein Vorwort von Boris Ruf, gesch�ftsf�hrender Gesellschafter von ROCKET RENTALS. Die Berliner Internetagentur hat mehrere Web-2.0-Dienste im Portfolio, darunter die Projektmanagement-Software Planio sowie Europas gr��tes Twitter-Werbenetzwerk Magpie.
Product Specifications
- Brand
- Ibidem Press
- Format
- hardcover
- ASIN
- 383820171X
- Domain
- Amazon UK
- Release Date
- 01 October 2010
- Listed Since
- 16 September 2010
Barcode
No barcode data available
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