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Prozessorientiertes Management von Kundenzufriedenheit

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Book cover Kundenorientierte Unternehmensführung

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Zusammenfassung

Die Bedeutung der Kundenzufriedenheit für den Geschäftserfolg ist unbestritten (Simon, Homburg 1995). Anderson und Sullivan (1993) betrachten Investitionen in die Kundenzufriedenheit sogar als eine Art Versicherung: „Investing in customer satisfaction is like taking out an insurance policy. If some hardship temporarily befalls the firm, customers will be more likely to remain loyal“(p. 140). Die ökonomische Sinnhaftigkeit von Steigerungen der Kundenzufriedenheit ist von einigen Autoren hervorgehoben worden (Phillips, ChangBuzzell 1983, Buzzell, Gale 1987, Anderson et al 1993). Diese außerordentliche Bedeutung hat bei Akademikern und Praktikern zu einer intensiven Beschäftigung mit der Messung und Steuerung von Kundenzufriedenheit geführt.

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Authors and Affiliations

  1. Institut für Handel und Marketing, Universität Innsbruck, Universitätsstr. 15, A - 6020, Innsbruck, Österreich

    Dr. Eva Thelen, Mag. Oliver Koll & Univ.-Prof. Dr. Hans Mühlbacher

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  1. Dr. Eva Thelen
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  2. Mag. Oliver Koll
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  3. Univ.-Prof. Dr. Hans Mühlbacher
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Editors and Affiliations

  1. Lehrstuhls für Unternehmensführung, Tourismus und Dienstleistungswirtschaft, Universität Innsbruck, Österreich

    Hans H. Hinterhuber (Inhaber) (Inhaber)

  2. Institut für Unternehmensführung, Tourismus und Dienstleistungswirtschaft, Universität Innsbruck, Österreich

    Kurt Matzler (Mitarbeiter) (Mitarbeiter)

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© 2002 Springer Fachmedien Wiesbaden

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Thelen, E., Koll, O., Mühlbacher, H. (2002). Prozessorientiertes Management von Kundenzufriedenheit. In: Hinterhuber, H.H., Matzler, K. (eds) Kundenorientierte Unternehmensführung. Gabler Verlag, Wiesbaden. https://doi.org/10.1007/978-3-663-10593-0_12

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  • DOI: https://doi.org/10.1007/978-3-663-10593-0_12

  • Publisher Name: Gabler Verlag, Wiesbaden

  • Print ISBN: 978-3-409-31408-4

  • Online ISBN: 978-3-663-10593-0

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