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Erschienen in: Marketing Review St. Gallen 3/2013

01.03.2013 | Schwerpunkt

Customer-Care-Center-Qualität: Messung und Nutzung

verfasst von: Dr. Zanna van der Aa, Prof. Dr. José Bloemer, Dr. Jörg Henseler, Prof. Dr. Ellen Roemer

Erschienen in: Marketing Review St. Gallen | Ausgabe 3/2013

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Der Wandel der Inbound Center vom kostenorientierten Call Center zum beziehungsorientierten Customer Care Center erfordert neue Steuerungsgrößen. Eine Orientierung am hier vorgestellten, mehrdimensionalen Konstrukt „Customer-Care-Center-Qualität“ kann helfen, eine Wertsteigerung für den Kunden und damit eine langfristige Kundenbindung zu erzielen. …

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Metadaten
Titel
Customer-Care-Center-Qualität: Messung und Nutzung
verfasst von
Dr. Zanna van der Aa
Prof. Dr. José Bloemer
Dr. Jörg Henseler
Prof. Dr. Ellen Roemer
Publikationsdatum
01.03.2013
Verlag
Springer Fachmedien Wiesbaden
Erschienen in
Marketing Review St. Gallen / Ausgabe 3/2013
Print ISSN: 1865-6544
Elektronische ISSN: 1865-7516
DOI
https://doi.org/10.1365/s11621-013-0231-0