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Dysfunktionales Beschwerdeverhalten
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Katrin Plein untersucht, welche Verhaltensweisen von Kunden die betroffenen Mitarbeiter im Beschwerdemanagement als problematisch erleben. Fr die Ableitung verschiedener Ausprgungen dysfunktionalen Beschwerdeverhaltens zieht sie insbesondere Schilderungen von Beschwerdebearbeitern in Internetforen heran. Mgliche Verhaltensmotive werden abgeleitet und die Entstehung des Verhaltens entlang der Theory of Planned Behavior modelliert. Ergnzend beleuchtet die Autorin mgliche Auswirkungen auf Mitarbeiter, Unternehmen, Kunden und den Beschwerdefhrer selbst und gibt Managementempfehlungen fr den Umgang mit dysfunktionalem Beschwerdeverhalten.
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