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State of the Art zum Nachbeschwerdeverhalten

  • Gelbrich, Katja
  • Roschk, Holger
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    Das Review arbeitet den Forschungsstand zum Nachbeschwerdeverhalten auf. Die Ergebnisse bestätigen das Reviewmodell, wonach die Unternehmensreaktionen die Wahrnehmung dieser Reaktionen, insbesondere die wahrgenommene Gerechtigkeit, positiv beeinflussen. Diese wiederum sorgt für Nachbeschwerdezufriedenheit, welche ihrerseits positives Kundenverhalten fördert. Als effektive Unternehmensreaktionen lassen sich die Kompensationshöhe, die Interpersonale Kommunikation und die Beschwerdekultur identifizieren. Von den drei Gerechtigkeitsdimensionen hat die Distributive Gerechtigkeit den stärksten Einfluss auf die Nachbeschwerdezufriedenheit. Das Review legt außerdem Interaktionseffekte zwischen den Unternehmensreaktionen sowie den Einfluss von Kontextvariablen offen. Auf Basis der Ergebnisse werden Handlungsempfehlungen für ein effektives Beschwerdemanagement gegeben und Vorschläge für die weitere Forschung unterbreitet.

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    This book is provided by Technische Universität Ilmenau, Institut für Betriebswirtschaftslehre in its series Ilmenauer Schriften zur Betriebswirtschaftslehre with number 32007 and published in 2007.
    Volume: 3/2007
    Handle: RePEc:zbw:tuisbw:32007
    Contact details of provider: Postal: 98693 Ilmenau, Helmholtzplatz 3
    Phone: (0049) (0)3677 69 4001
    Fax: (0049) (0)3677 69 4200
    Web page: http://www.tu-ilmenau.de/bw/

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