IDEAS home Printed from https://ideas.repec.org/p/jen/jenabe/2000-05.html
   My bibliography  Save this paper

Leistungsoptimierung auf Basis von Kundenzufriedenheitsuntersuchungen

Author

Listed:
  • Thomas Lehmann
  • Gerald Reiner

Abstract

Durch den steigenden Wettbewerbsdruck wird die regelmäßige Erhebung der Kundenzufriedenheit in zunehmenden Maß notwendig. Das primäe Ziel der prozeßpezifischen Analyse von Kundenzufriedenheitsuntersuchungen besteht in der Bestimmung von Schwachstellen im Unternehmen. Die Ermittlung dieser Schwachpunkte wird jedoch durch die Existenz von unterschiedlichen Ansätzen zur Konzeptualisierung und Messung der Kundenzufriedenheit erschwert. Unter diesem Aspekt wird im folgenden ein Verfahren betrachtet, das zur Bestimmung von Schlsselprozessen im Unternehmen geeignet ist. Ferner wird diese Methode durch ein System erweitert, das interne Kennzahlen zur detaillierteren Bewertung der Leistungsbestandteile einbezieht.

Suggested Citation

  • Thomas Lehmann & Gerald Reiner, 2000. "Leistungsoptimierung auf Basis von Kundenzufriedenheitsuntersuchungen," Working Paper Series A 2000-05, Friedrich Schiller University of Jena, School of of Economics and Business Administration.
    • Handle: RePEc:jen:jenabe:2000-05
    as

    Download full text from publisher

    To our knowledge, this item is not available for download. To find whether it is available, there are three options:
    1. Check below whether another version of this item is available online.
    2. Check on the provider's web page whether it is in fact available.
    3. Perform a search for a similarly titled item that would be available.

    More about this item

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:jen:jenabe:2000-05. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Markus Pasche (email available below). General contact details of provider: https://www.wiwi.uni-jena.de/ .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.