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Selektion von Informationen ber Kundenzufriedenheit
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Product Details
Informationen ber die Zufriedenheit von Kunden sind die Grundlage fr kundenorientierte Entscheidungen. Viele Entscheidungstrger sind jedoch nicht ausreichend mit den notwendigen Informationen versorgt, da Zufriedenheitsinformationen auf dem Weg zurck zum Anbieter selektiert, geschnt oder verndert werden. Thomas Platzek analysiert den Rckflu zufriedenheitsbezogener Informationen zum Anbieter und zeigt, welche Ursachen fr die Selektion von Zufriedenheitsinformationen in Business-to-Business-Mrkten verantwortlich sind. Der Autor gibt eine Reihe von Gestaltungsempfehlungen zum Abbau defizitrer Feedbackprozesse innerhalb wie auerhalb von Unternehmen.
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