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Kundenzufriedenheit als Managementherausforderung

In: Kundenzufriedenheit

Author

Listed:
  • Christian Homburg

    (Wissenschaftlichen Beirats von Homburg & Partner)

  • Matthias Bucerius

    (Universität Mannheim)

Abstract

Zusammenfassung Die Bedeutung des Themas Kundenzufriedenheit hat in den vergangenen Jahren sowohl in der Praxis als auch in der wissenschaftlichen Diskussion (vgl. hierzu auch den Beitrag von Homburg/Stock-Homburg in diesem Band) stark zugenommen. Für viele Unternehmen stellt Kundenzufriedenheit heute eine wichtige Zielsetzung und das Management von Kundenzufriedenheit eine entscheidende Herausforderung dar (Anderson/Mittal 2000; Anderson/Fornell/Lehmann 1994; Homburg et al. 2002; Mittal/Kamakura 2001; Oliver 1997; Rust/Zahorik/Keiningham 1995).

Suggested Citation

  • Christian Homburg & Matthias Bucerius, 2012. "Kundenzufriedenheit als Managementherausforderung," Springer Books, in: Christian Homburg (ed.), Kundenzufriedenheit, edition 8, pages 53-91, Springer.
    • Handle: RePEc:spr:sprchp:978-3-8349-6835-7_2
    DOI: 10.1007/978-3-8349-6835-7_2
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