Beschwerdemanagement in Franchisesystemen:
Gespeichert in:
| Beteiligte Personen: | , |
|---|---|
| Format: | Buch |
| Sprache: | Deutsch |
| Veröffentlicht: |
Stuttgart
Ibidem-Verl.
2007
|
| Schriftenreihe: | Reutlinger Schriften zu Marketing & Management
1 |
| Schlagwörter: | |
| Links: | http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=017729868&sequence=000004&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA |
| Beschreibung: | Literaturverz. S. 143 - 149 |
| Umfang: | XVI, 151 S. graph. Darst. |
| ISBN: | 9783898218320 |
Internformat
MARC
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| 245 | 1 | 0 | |a Beschwerdemanagement in Franchisesystemen |c Carsten Rennhak und Ines Stiefbold |
| 264 | 1 | |a Stuttgart |b Ibidem-Verl. |c 2007 | |
| 300 | |a XVI, 151 S. |b graph. Darst. | ||
| 336 | |b txt |2 rdacontent | ||
| 337 | |b n |2 rdamedia | ||
| 338 | |b nc |2 rdacarrier | ||
| 490 | 1 | |a Reutlinger Schriften zu Marketing & Management |v 1 | |
| 500 | |a Literaturverz. S. 143 - 149 | ||
| 650 | 4 | |a Franchising / Customer Relationship Management / Reklamation | |
| 650 | 4 | |a Lehrbuch / Textbook - 28 | |
| 650 | 0 | 7 | |a Franchising |0 (DE-588)4018062-1 |2 gnd |9 rswk-swf |
| 650 | 0 | 7 | |a Kundenmanagement |0 (DE-588)4236865-0 |2 gnd |9 rswk-swf |
| 650 | 0 | 7 | |a Reklamation |0 (DE-588)4834499-0 |2 gnd |9 rswk-swf |
| 689 | 0 | 0 | |a Franchising |0 (DE-588)4018062-1 |D s |
| 689 | 0 | 1 | |a Reklamation |0 (DE-588)4834499-0 |D s |
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| 943 | 1 | |a oai:aleph.bib-bvb.de:BVB01-017729868 | |
Datensatz im Suchindex
| _version_ | 1819337162506633216 |
|---|---|
| adam_text | Titel: Beschwerdemanagement in Franchisesystemen
Autor: Rennhak, Carsten
Jahr: 2007
Inhalt
1 Einleitung 1
1.1 Einführung in die Thematik 1
1.2 Problemstellung, Zielsetzung und Vorgehen 4
2 Grundlagen 9
2.1 Begrifflichkeiten 9
2.2 Besonderheiten von Franchisesystemen 15
2.2.1 Vertikales Marketing 15
2.2.2 Franchising-Typologie 17
2.2.3 Abgrenzung zu anderen Vertriebsformen 19
2.2.4 Vor- und Nachteile des Franchising 21
2.3 Kundenzufriedenheit und Unternehmenserfolg 24
2.3.1 Grundlagen Kundenbindung 24
2.3.2 Kundenwert 37
2.3.3 CRM und Kundenbindung 48
2.3.4 Wirkung der Kundenzufriedenheit 59
2.3.5 Beschwerdemangement als Instrument der 65
Kundenbindung
2.3.6 Beschwerdemanagementprozess 69
2.3.7 Auswirkungen von Beschwerdezufriedenheit 74
3 State of the Art 77
3.1 Kundenzufriedenheit und Partnerzufriedenheit 77
3.2 Erfolgsfaktoren von Franchisesystemen
3.3 Internationalisierung von Franchisesystemen
3.4 Beschwerdemenagement im internationalen Kontext
3.5 Beschwerdemanagement im Dienstleistungsumfeld
3.6 Zusammenfassung der bisherigen Forschungsergeb- 95
nisse
4 Empirische Studie
4.1 Ableitung der Forschungshypothesen
4.1.1 Zusammenarbeit der Franchisepartner
4.1.2 Direkter Beschwerdemanagementprozess 101
4.1.3 Indirekter Beschwerdemanagementprozess 104
4.2 Methodisches Vorgehen 106
4.3 Ergebnisse der Feldstudie 107
4.3.1 Zusammenarbeit der Franchisepartner 10
4.3.2 Direkter Beschwerdemanagementprozess 111
4.3.3 Indirekter Beschwerdemanagementprozess 115
4.4 Handlungsempfehlungen 117
5 Fazit und Ausblick 133
81
84
88
94
99
99
99
Anhang 133
Fragebogen 137
Interviewleitfaden 141
Literatur 143
Autoren 151
|
| any_adam_object | 1 |
| author | Rennhak, Carsten 1971- Stiefbold, Ines |
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| author_facet | Rennhak, Carsten 1971- Stiefbold, Ines |
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| author_variant | c r cr i s is |
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| dewey-full | 650 658.812 |
| dewey-hundreds | 600 - Technology (Applied sciences) |
| dewey-ones | 650 - Management and auxiliary services 658 - General management |
| dewey-raw | 650 658.812 |
| dewey-search | 650 658.812 |
| dewey-sort | 3650 |
| dewey-tens | 650 - Management and auxiliary services |
| discipline | Wirtschaftswissenschaften |
| format | Book |
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| id | DE-604.BV035675662 |
| illustrated | Illustrated |
| indexdate | 2024-12-20T13:40:24Z |
| institution | BVB |
| isbn | 9783898218320 |
| language | German |
| oai_aleph_id | oai:aleph.bib-bvb.de:BVB01-017729868 |
| oclc_num | 255688022 |
| open_access_boolean | |
| owner | DE-12 |
| owner_facet | DE-12 |
| physical | XVI, 151 S. graph. Darst. |
| publishDate | 2007 |
| publishDateSearch | 2007 |
| publishDateSort | 2007 |
| publisher | Ibidem-Verl. |
| record_format | marc |
| series | Reutlinger Schriften zu Marketing & Management |
| series2 | Reutlinger Schriften zu Marketing & Management |
| spellingShingle | Rennhak, Carsten 1971- Stiefbold, Ines Beschwerdemanagement in Franchisesystemen Reutlinger Schriften zu Marketing & Management Franchising / Customer Relationship Management / Reklamation Lehrbuch / Textbook - 28 Franchising (DE-588)4018062-1 gnd Kundenmanagement (DE-588)4236865-0 gnd Reklamation (DE-588)4834499-0 gnd |
| subject_GND | (DE-588)4018062-1 (DE-588)4236865-0 (DE-588)4834499-0 |
| title | Beschwerdemanagement in Franchisesystemen |
| title_auth | Beschwerdemanagement in Franchisesystemen |
| title_exact_search | Beschwerdemanagement in Franchisesystemen |
| title_full | Beschwerdemanagement in Franchisesystemen Carsten Rennhak und Ines Stiefbold |
| title_fullStr | Beschwerdemanagement in Franchisesystemen Carsten Rennhak und Ines Stiefbold |
| title_full_unstemmed | Beschwerdemanagement in Franchisesystemen Carsten Rennhak und Ines Stiefbold |
| title_short | Beschwerdemanagement in Franchisesystemen |
| title_sort | beschwerdemanagement in franchisesystemen |
| topic | Franchising / Customer Relationship Management / Reklamation Lehrbuch / Textbook - 28 Franchising (DE-588)4018062-1 gnd Kundenmanagement (DE-588)4236865-0 gnd Reklamation (DE-588)4834499-0 gnd |
| topic_facet | Franchising / Customer Relationship Management / Reklamation Lehrbuch / Textbook - 28 Franchising Kundenmanagement Reklamation |
| url | http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=017729868&sequence=000004&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA |
| volume_link | (DE-604)BV023486379 |
| work_keys_str_mv | AT rennhakcarsten beschwerdemanagementinfranchisesystemen AT stiefboldines beschwerdemanagementinfranchisesystemen |