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Manahmen zur Steigerung der Kundenzufriedenheit
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Patricia Buchberger geht in diesem Buch der Frage nach, welche Managementanstze zur Verfgung stehen, um die Kundenzufriedenheit durch Prozessoptimierung zu erhhen. Sie untersucht die Schwierigkeiten und Strfaktoren, die dies negativ beeinflussen und hinterfragt kritisch aus theoretischer und praktischer Sicht die Konzepte hinsichtlich ihrer Kundenorientiertheit. Die abschlieenden Handlungsempfehlungen liefern eine Hilfestellung im Umgang mit der Diskrepanz zwischen prognostizierter und tatschlicher Wirkung der Prozessoptimierung auf die Kundenzufriedenheit.
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