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Controlling der Kundenzufriedenheit

In: Kundenzufriedenheit

Author

Listed:
  • Martin Artz

    (Universität Mannheim)

Abstract

Zusammenfassung Die Zufriedenheit von Kunden als Determinante des Markt- und Unternehmenserfolgs von Unternehmen ist seit Jahrzehnten nahezu unumstritten. Es ist daher auch nicht besonders erstaunlich, dass das Thema Kundenzufriedenheit in vielen Unternehmen systematischer als früher behandelt wird. So erheben mittlerweile sehr viele Unternehmen die Zufriedenheit ihrer Kunden in regelmäßigen zeitlichen Abständen und versuchen, die gewonnen Daten nützlich zu verwenden: „customer satisfaction measures are perhaps the most widely discussed non-financial measures of performance today“ (Lambert 1998, S. 38). Über eine reine Messung hinaus, versuchen diese Unternehmen Kundenzufriedenheit auch zu „managen“, indem sie die gewonnenen Daten interpretieren und in Entscheidungen einfließen lassen, um den Erfolg ihres Unternehmens zu steigern (siehe hierzu auch den Beitrag von Homburg/Bucerius in diesem Band).

Suggested Citation

  • Martin Artz, 2012. "Controlling der Kundenzufriedenheit," Springer Books, in: Christian Homburg (ed.), Kundenzufriedenheit, edition 8, pages 249-271, Springer.
    • Handle: RePEc:spr:sprchp:978-3-8349-6835-7_8
    DOI: 10.1007/978-3-8349-6835-7_8
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