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Beschwerdemanagement in Tourismusunternehmen

Beschwerdemanagement in Tourismusunternehmen


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About the Book

'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 höchstmöglichem Erfolg umsetzt. Dazu kommt, dass ungefähr sechzig Prozent aller Unternehmen die Professionalität ihres Beschwerdemanagements überschätzen und demzufolge keine Notwendigkeit für Veränderungen sehen. Dabei kann man es heutzutage in sämtlicher Fachliteratur lesen: 'Nichts ist so teuer im Unternehmen, wie einen Kunden zu verlieren.' 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. Sie beschäftigt sich mit der Konzeption eines Beschwerdemanagements für ein mittelständisches Tourismusunternehmen. Dazu werden zunächst theoretische Grundlagen des Beschwerdemanagements dargelegt und die besondere Bedeutung des Beschwerdemanagements im Kontext der Kundenorientierung beleuchtet. Im Anschluss wird der Beschwerdemanagementprozess mit seinen Teilschritten näher erläutert und die Besonderheiten des Beschwerdemanagements in touristischen Unternehmen werden herausgearbeitet. Schließlich wird auf Grundlage der theoretischen Erkenntnisse das Beschwerdemanagementsystem eines mittelständischen Reiseveranstalters optimiert. Hierzu wird zun


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Product Details
  • ISBN-13: 9783954850334
  • Publisher: Igel Verlag Gmbh
  • Binding: Paperback
  • Language: German
  • Returnable: N
  • Spine Width: 5 mm
  • Weight: 181 gr
  • ISBN-10: 3954850338
  • Publisher Date: 24 Apr 2014
  • Height: 210 mm
  • No of Pages: 100
  • Series Title: German
  • Sub Title: Optimierung des Beschwerdemanagementsystems eines mittelständischen Reiseveranstalters
  • Width: 148 mm


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Beschwerdemanagement in Tourismusunternehmen
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