Book ChapterDOI
Kundenbegeisterung durch Service Excellence im Automobilsektor
Matthias H. J. Gouthier,Christopher Bartl,Andreas Giese +2 more
- pp 333-341
TLDR
In this paper, the authors beobachtet, dass Kunden zunehmend anspruchsvoller werden, bereits kleinste Unterschiede zwischen den verschiedenen Angeboten registrieren and ihre Kaufabsichten dementsprechend anpassen.Abstract:
Aufgrund des andauernden Globalisierungsprozesses wird es fur Unternehmen zunehmend wichtiger, sich von ihren Wettbewerbern abzusetzen, um ihren momentanen Kundenstamm zu sichern und die eigene Marktposition zu festigen bzw. diese idealerweise noch auszubauen. Ebenfalls kann beobachtet werden, dass Kunden zunehmend anspruchsvoller werden, bereits kleinste Unterschiede zwischen den verschiedenen Angeboten registrieren und ihre Kaufabsichten dementsprechend anpassen. All diese Entwicklungen wirken sich signifikant auf den Grad des Wettbewerbs in vielen Markten aus und fuhren dazu, dass es mittlerweile langst nicht mehr genugt, Kunden lediglich zufrieden zu stellen. Stattdessen sollten Kunden von der angebotenen Leistung fest uberzeugt und emotional begeistert sein. Aus diesem Grund muss Kundenbegeisterung, und nicht mehr nur einfache Kundenzufriedenheit, das neue Ziel von fuhrenden Unternehmen sein.read more
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Book ChapterDOI
Digitale Dienstleistungen in der Automobilbranche
TL;DR: In this paper, aktuelle Entwicklungen auf dem Markt sowie im Konsumentenverhalten stellen Automobilproduzenten nun vor neue Herausforderungen.
References
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Journal ArticleDOI
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Journal ArticleDOI
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Journal ArticleDOI
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Journal ArticleDOI
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