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Optimierung des Beschwerdemanagements eines mittelständischen Reiseveranstalters

Optimierung des Beschwerdemanagements eines mittelständischen Reiseveranstalters

          
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About the Book

Diplomarbeit aus dem Jahr 2007 im Fachbereich Tourismus - Sonstiges, Note: 1,0, Hochschule Harz Hochschule für angewandte Wissenschaften, Sprache: Deutsch, Abstract: "Damit Sie gerne wiederkommen", ist der Leitspruch, welcher die Firmenphilosophie vieler Unternehmen kennzeichnen sollte. Dennoch kann fast jeder Kunde von Ärgernissen mit Firmen berichten. Wer kennt es nicht, das Gefühl, dass im Ernstfall kein Mitarbeiter zu erreichen ist oder dass man beim Mitteilen von Beschwerden von Pontius zu Pilatus geschickt wird? Jährlich geben die Unternehmen mehrere Milliarden Euro für die Neukundengewinnung aus. Doch nur ein Bruchteil davon wird in die Pflege von bereits vorhandenen Kundenbeziehungen, speziell in die Pflege gestörter Partnerschaften, investiert. Eine Studie von Homburg/Fürst zeigt auf, dass nur ein Viertel der befragten deutschen Firmen Beschwerdemanagement hochgradig professionell und somit auch mit höchstmöglichen Erfolg umsetzt. Dazu kommt, dass ungefähr sechzig Prozent aller Unternehmen die Professionalität ihres Beschwerdemanagements überschätzen und demzufolge keine Notwendigkeit zu Veränderungen sehen. Dabei kann man es heutzutage in sämtlicher Fachliteratur lesen: "Nichts ist so teuer im Unternehmen, wie einen Kunden zu verlieren." Jeder Mensch macht Fehler und gerade im Tourismus, einem Dienstleistungsbereich, in welchem die Leistungen zum Großteil durch Menschen erbracht werden, können Produkte sehr oft nicht bedingungslos fehlerfrei sein. Viele Kunden haben sogar Verständnis für auftretende Abweichungen, erwarten jedoch, dass Beanstandungen schnell und kompetent geregelt werden. Ein stetiges und kontinuierliches Beschwerdemanagement ist demnach gerade in Zeiten hoher Wettbewerbsintensität, zunehmender Austauschbarkeit der Produkte und gestiegener Kundenanforderungen unabkömmlich. Hier setzt die vorliegende Arbeit an. Seneca sagte einmal: "Jeder, der einem anderen nützt, nützt sich selber." Das Ziel dieser Arbeit ist folglich, Möglichke


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Product Details
  • ISBN-13: 9783640859733
  • Publisher: Grin Publishing
  • Binding: Paperback
  • Language: German
  • Returnable: N
  • Spine Width: 6 mm
  • Weight: 140 gr
  • ISBN-10: 3640859731
  • Publisher Date: 12 Mar 2011
  • Height: 210 mm
  • No of Pages: 100
  • Series Title: German
  • Sub Title: Am Beispiel der Vetter-Touristik Reiseverkehrs GmbH
  • Width: 148 mm


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Optimierung des Beschwerdemanagements eines mittelständischen Reiseveranstalters
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