Customer Recovery Management und Controlling: Erfolgsmodellierung im Rahmen der Kundenabwanderungsfrüherkennung, -prävention und Kundenrückgewinnung

Franziska Seidl

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Customer churn and segmentation Customer Service Quality and Loyalty Corporate Governance and Management

Abstract

ZusammenfassungDie langfristige Sicherung bestehender (profitabler) Kundenbeziehungen erweist sich für Unternehmen zunehmend als eine zentrale und zugleich immer schwieriger zu bewältigende Herausforderung.

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1994The Commitment-Trust Theory of Relationship Marketing 2025Advances in Consumer Research 1990Zero defections: quality comes to services.1999The Different Roles of Satisfaction, Trust, and Commitment in Customer Relationships 1953Die Betriebswirtschaft 1995Customer Switching Behavior in Service Industries: An Exploratory Study 1995Why Satisfied Customers Defect 1998Recovering and Learning from Service Failure

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