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Humorvolle Kommunikation bei Serviceversagen - Eine empirische Analyse der Wirkung von Humor auf Konsumenten infolge aufgetretener Service-Fehler (German, Paperback, 1. Aufl. 2020) Loot Price: R1,792
Discovery Miles 17 920
Repayment Terms: R168 pm x 12*
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Humorvolle Kommunikation bei Serviceversagen - Eine empirische Analyse der Wirkung von Humor auf Konsumenten infolge...

Humorvolle Kommunikation bei Serviceversagen - Eine empirische Analyse der Wirkung von Humor auf Konsumenten infolge aufgetretener Service-Fehler (German, Paperback, 1. Aufl. 2020)

Sarah Kobel

Series: Forschungsgruppe Konsum und Verhalten

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Loot Price R1,792 Discovery Miles 17 920 | Repayment Terms: R168 pm x 12*

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In insgesamt drei experimentellen Studien analysiert Sarah Kobel die Wirkung von Humor auf Konsumenten infolge aufgetretener Service-Fehler. Dabei leistet die Arbeit einen wissenschaftlichen Beitrag zur Humor- als auch zur Service-Forschung, indem zunachst der psychologische Wirkmechanismus von Humor identifiziert und die Wirkung von Humor schliesslich mit der Wirkung klassischer Recovery-Massnahmen (Entschuldigung, oekonomische Kompensation) verglichen wird. Die Autorin zeigt auf, wann Humor sein Potenzial als Massnahme der Service-Recovery zu entfalten scheint, und wann auf klassische Massnahmen der Recovery zuruckgegriffen werden sollte.

General

Imprint: Springer Gabler
Country of origin: Germany
Series: Forschungsgruppe Konsum und Verhalten
Release date: November 2020
First published: 2020
Authors: Sarah Kobel
Dimensions: 210 x 148mm (L x W)
Format: Paperback
Pages: 255
Edition: 1. Aufl. 2020
ISBN-13: 978-3-658-31473-6
Languages: German
Categories: Books > Business & Economics > Business & management > Sales & marketing > Customer services
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LSN: 3-658-31473-7
Barcode: 9783658314736

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