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Internationales Beschwerdemanagement
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Aufgrund der zunehmenden Globalisierung von Absatz und Wirtschaft gewinnt das im nationalen Bereich bekannte und verbreitete Konzept des Beschwerdemanagements auch auf internationaler Ebene an Bedeutung. Christoph Wegmann untersucht die Bearbeitung von Kundenbeschwerden aus verschiedenen internationalen Mrkten. Er analysiert unterschiedliche Organisationsmglichkeiten des Beschwerdemanagements fr international agierende Unternehmen unter Bercksichtigung der jeweils gegebenen Rahmenbedingungen und entwickelt konkrete Lsungsanstze, z.B. die Schulung der Mitarbeiter fr interkulturelle Kommunikation, Systeme zur Auswertung internationaler Beschwerden und die Koordination der Bearbeitung durch international bergreifende Beschwerdephilosophien.
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