Jetzt 40% Rabatt auf Jura- & Psychologietitel oder einen 30€-Gutschein für Medizin eBooks sichern!

Management for Professionals

Effective Complaint Management

The Business Case for Customer Satisfaction

Autoren: Stauss, Bernd, Seidel, Wolfgang

Vorschau
  • Presents a unique and comprehensive complaint management concept which is used and has proven its worth in practice for many years
  • Illustrates the design of a target system and definition of key performance indicators for management and controlling processes
  • Provides numerous best-practice 'spotlights', cases and check lists
Weitere Vorteile

Dieses Buch kaufen

eBook 67,82 €
Preis für Deutschland (Brutto)
  • ISBN 978-3-319-98705-7
  • Versehen mit digitalem Wasserzeichen, DRM-frei
  • Erhältliche Formate: PDF, EPUB
  • eBooks sind auf allen Endgeräten nutzbar
  • Sofortiger eBook Download nach Kauf
Hardcover 85,59 €
Preis für Deutschland (Brutto)
  • ISBN 978-3-319-98704-0
  • Kostenfreier Versand für Individualkunden weltweit
  • Gewöhnlich versandfertig in 3-5 Werktagen.
Über dieses Buch

This practice- and research-based book caters to the needs of executive managers who see customer satisfaction as their primary goal. The authors identify the need for an effective complaint management strategy that prevents the loss of dissatisfied customers. Dissatisfied customers are at risk of migrating; accordingly, neglecting professional complaint management poses a considerable threat to customer relationships, sales and profits.

The book offers a comprehensive management concept, which emphasizes direct contact with the complainant by employing complaint stimulation, acceptance, processing and reaction. Further, it discusses the relevant ‘backstage’ tasks involved in using complaint information to achieve quality improvements and cost reductions through complaint analysis, controlling and reporting.


 



Über den Autor

Bernd Stauss is Professor emeritus of service management at the Ingolstadt School of Management at the Catholic University of Eichstaett-Ingolstadt, Germany. He is author of numerous books and articles on service-related topics. The main focus of his research is on customer satisfaction, dissatisfaction, complaining behavior and complaint management. 

Wolfgang Seidel is founder and head of 'servmark', a consulting company focusing on the analysis, conception and implementation of complaint management, customer relationship management and services marketing. Furthermore, Wolfgang Seidel is a frequent speaker at major conferences on complaint management and customer relationship management.

Inhaltsverzeichnis (19 Kapitel)

Inhaltsverzeichnis (19 Kapitel)

Dieses Buch kaufen

eBook 67,82 €
Preis für Deutschland (Brutto)
  • ISBN 978-3-319-98705-7
  • Versehen mit digitalem Wasserzeichen, DRM-frei
  • Erhältliche Formate: PDF, EPUB
  • eBooks sind auf allen Endgeräten nutzbar
  • Sofortiger eBook Download nach Kauf
Hardcover 85,59 €
Preis für Deutschland (Brutto)
  • ISBN 978-3-319-98704-0
  • Kostenfreier Versand für Individualkunden weltweit
  • Gewöhnlich versandfertig in 3-5 Werktagen.
Loading...

Wir empfehlen

Loading...

Bibliografische Information

Bibliographic Information
Buchtitel
Effective Complaint Management
Buchuntertitel
The Business Case for Customer Satisfaction
Autoren
Titel der Buchreihe
Management for Professionals
Copyright
2019
Verlag
Springer International Publishing
Copyright Inhaber
Springer Nature Switzerland AG
eBook ISBN
978-3-319-98705-7
DOI
10.1007/978-3-319-98705-7
Hardcover ISBN
978-3-319-98704-0
Buchreihen ISSN
2192-8096
Auflage
2
Seitenzahl
IX, 495
Anzahl der Bilder
20 schwarz-weiß Abbildungen, 203 Abbildungen in Farbe
Zusätzliche Informationen
Originally published in English with the title Complaint Management: The Heart of CRM, Thompson Learning (Cengage), 2004
Themen