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Überwindung von Beschwerdebarrieren durch innovative Technologien – Eine empirische Untersuchung am Beispiel iFeedback

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Dienstleistungsmanagement und Social Media

Zusammenfassung

Nimmt ein Kunde Probleme vor, während oder nach dem Kauf wahr, so sind seine Zufriedenheit und damit die Kundenbeziehung sowie der wirtschaftliche Erfolg gefährdet. Zwar lassen sich diese Probleme aus Effizienzgründen nie vollständig vermeiden (Boshoff 1997, S. 110f.), dennoch ist es notwendig, als Unternehmen auf diese Probleme zu reagieren und die Beziehung zu stabilisieren, um die Abwanderung des Kunden zu vermeiden (Ahlert/Hesse 2002, S. 9).

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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. Lehrstuhl für Dienstleistungsmanagement (570D), Universität Hohenheim, Wollgrasweg 23, Stuttgart, D-70593, Deutschland

    Florian Becker

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  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., Becker, F. (2013). Überwindung von Beschwerdebarrieren durch innovative Technologien – Eine empirische Untersuchung am Beispiel iFeedback. In: Bruhn, M., Hadwich, K. (eds) Dienstleistungsmanagement und Social Media. Springer Gabler, Wiesbaden. https://doi.org/10.1007/978-3-658-01248-9_25

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