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Analysis and Application of Dynamic Patterns within the Context of Complaint Management (Paperback)
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Analysis and Application of Dynamic Patterns within the Context of Complaint Management (Paperback)
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Total price: R1,219
Discovery Miles: 12 190
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Diploma Thesis from the year 2010 in the subject Business economics
- Marketing, Corporate Communication, CRM, Market Research, Social
Media, grade: 1,7, University of Augsburg, language: English,
comment: Anwendung sog. "patterns" (Verhaltensmuster) auf typische
Probleme im Bereich Complaint Management / Beschwerdemanagement
unter Zuhilfenahme von System Dynamics. Untersuchung folgender
Aspekte: The Need for Complaint Management, Multichannel Customer
Management, Empowerment of Staff, Amount of Compensation. Die
einzelnen Punkte werden anhand eines Modells (System Dynamics)
dargestellt und anschliessend unter Bezugnahme auf die
Fachliteratur analysiert und Losungsvorschlage werden prasentiert.
Modellvariablen sind im Anhang enthalten, abstract: The aim of this
paper is to illustrate common situations within the context of
complaint management and to provide solution concepts with focus on
management decisions and actions. Therefore, we refer to a dynamic
approach by applying so-called patterns, using System Dynamic (SD)
in order to provide managers with a better understanding for common
situations. Our target is to demonstrate how to build up an
understanding for long-term or side effects that yet do not
experience the necessary attention. In this case, we describe the
situation itself, explain how responsible managers usually react
(and why) and identify corresponding patterns. The reason why we
decided to use patterns for this special purpose are the advantages
that come along with their application. One the one hand, patterns
enable us to identify existing mental models and decision
structures. Thus, this knowledge makes it possible to develop
actions that can be used to fasten and improve decision-making. On
the other hand, we are able to analyze risks and failure options.
This helps us to devise actions that ensure the sustainability of
decisions. Looking at the decisions complaint managers have to make
everyday it seems obvious that we need to find a wa
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