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Kundenbeziehungsfhigkeit

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Brand
Springer Nature
Manufacturer
N/A
Part Number
0
GTIN
9783834981950
Condition
New
Product Description

Langfristig angelegte und stabile Kundenbeziehungen zhlen zu den Schlsselressourcen erfolgreicher Unternehmen. Der Erfolg im Kundenbeziehungsmanagement weist jedoch von Unternehmen zu Unternehmen erhebliche Unterschiede auf, so dass sich die Frage nach den Ursachen stellt. Die organisationale Kundenbeziehungsfhigkeit stellt eine Mglichkeit dar, Unterschiede hinsichtlich des Kundenbeziehungserfolgs zu erklren. Vor dem Hintergrund des Dynamic Capabilities View nimmt Sebastian Ltje eine theoriegeleitete Konzeptionalisierung der Kundenbeziehungsfhigkeit vor und untersucht deren Erfolgswirksamkeit. Der Test des Modells erfolgt mittels Strukturgleichungsmodellen basierend auf den Daten, die bei insgesamt 224 Unternehmen der Finanzdienstleistungsbranche erhoben wurden. Die Ergebnisse der empirischen berprfung weisen auf eine valide Messung der Kundenbeziehungsfhigkeit mittels der drei postulierten Dimensionen relationales Lernen, Kundenportfoliokoordination und Kundenadaptivitt hin. Darber hinaus weist der Autor die positive Wirkung der Kundenbeziehungsfhigkeit auf die Beziehungsqualitt nach.

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