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Beschwerdeverhalten und Kundenbindung
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Das Beschwerdemanagement ist ein zentraler Bestandteil des Customer Relationship Managements und hat zum Ziel, durch adquate Bearbeitung von Beschwerden gefhrdete Kundenbeziehungen zu stabilisieren. Unzufriedene Kunden bedienen sich verschiedener Reaktionsformen der Beschwerde. Christian Brock analysiert erfolgsrelevante Konsequenzen der Beschwerdebearbeitung. Die anschlieende Analyse von Determinanten unterschiedlichen Beschwerdeverhaltens sowie die experimentelle berprfung von Manahmen zur Beschwerdestimulierung ermglicht die Ableitung von Implikationen fr das Beschwerdemanagement. Die Arbeit wurde im Rahmen des 2009 Emerald/EFMD Outstanding Doctoral Research Competition mit dem Highly Commended Award ausgezeichnet.
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