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Beschwerdemanagement in Dienstleistungsunternehmen

Beschwerdemanagement in Dienstleistungsunternehmen


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About the Book

Diplomarbeit aus dem Jahr 2005 im Fachbereich BWL - Informationswissenschaften, Informationsmanagement, Note: 1, Fachhochschule Burgenland, Sprache: Deutsch, Abstract: Diese wissenschaftliche Arbeit soll in erster Linie der Wiener Sozialdienste Altenund Pflegedienste GmbH als Einführungslektüre in das Thema Beschwerdemanagement und als Informationsgrundlage für die zukünftige Entwicklung eines Beschwerdemanagementkonzeptes dienen. In weiterer Folge könnten die Inhalte auch für andere soziale Dienstleistungsunternehmen oder Unternehmen mit verwandtem Tätigkeitsbereich von Interesse sein. Um der Leserzielgruppe gerecht zu werden, wird in der ersten Hälfte der Diplomarbeit zunächst anhand von Fachliteratur in das Thema Beschwerdemanagement eingeführt. Der Leser bekommt somit einen Überblick über den aktuellen Stand der literarischen Diskussion. Die positive Bedeutung von Beschwerdemanagement im Rahmen des kundenorientierten Handelns von Unternehmen und dessen Auswirkung auf die Zufriedenheit von Kunden wird hervorgehoben. Die zweite Hälfte der Arbeit stellt eine Fallstudie bei der Wiener Sozialdienste Alten- und Pflegedienste GmbH dar. Die Grundlage dafür bilden Informationen aus dem theoretischen Teil der Diplomarbeit und die Ergebnisse einer anonymen Mitarbeiterumfrage im Unternehmen. Verwendet wurde ein standardisierter Fragebogen, wie er auch im Anhang zu finden ist. Befragt wurden fünfundzwanzig Mitarbeiter der Abteilungen Einsatzplanung, Verrechnung und des Office Managements der Geschäftsführung. Die Gruppe der Befragten wurde aufgrund ihres intensiven Kontaktes mitKundenbeschwerden ausgewählt. Die Entscheidungsträger erhalten durch diese Fallstudie einen Überblick über den momentanen Stand des Beschwerdeumgangs im eigenen Unternehmen. Schwachstellen werden anhand des so genannten Beschwerdemanagementprozesses dargestellt und passende Verbesserungsmöglichkeiten aufgezeigt. Schon vorhandene Stärken, Ressourcen und Kompetenzen des Unternehmens werden berücksichti


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Product Details
  • ISBN-13: 9783640327638
  • Publisher: Grin Verlag
  • Binding: Paperback
  • Language: German
  • Returnable: N
  • Spine Width: 5 mm
  • Weight: 308 gr
  • ISBN-10: 3640327632
  • Publisher Date: 30 May 2009
  • Height: 297 mm
  • No of Pages: 98
  • Series Title: German
  • Sub Title: Eine Fallstudie bei der Wiener Sozialdienste Alten- und Pflegedienste GmbH
  • Width: 210 mm


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Beschwerdemanagement in Dienstleistungsunternehmen
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Beschwerdemanagement in Dienstleistungsunternehmen
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