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Empathie im Kundenkontakt

Empathie im Kundenkontakt

Kai Rödiger

78,82 €
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Editorial:
Springer Nature B.V.
Año de edición:
2017
Materia
Gestión y técnicas de gestión
ISBN:
9783658181574
78,82 €
IVA incluido
Disponible

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  • Librería Samer Atenea
  • Librería Aciertas (Toledo)
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Sobre IBD

Kai Rödiger untersucht, wie sich Altersunterschiede auf die Interaktion von Kundenkontaktmitarbeitern und Kunden auswirken können, und weist nach, dass Mitarbeiter, die kundenorientiert eingestellt sind, empathischer auf Kunden eingehen und so den Erfolg der Interaktion positiv beeinflussen können. Der Autor nutzt einen dyadischen Multi-Branchen-Datensatz, um sowohl organisationale Einflussfaktoren der kundenorientierten Einstellung als auch Mechanismen und Kontextfaktoren im Kundenkontakt zu untersuchen. Er zeigt, dass ein Unternehmensklima, welches durch gegenseitige Wertschätzung und Gleichbehandlung von Mitarbeitern unterschiedlicher Altersstufen geprägt ist, einen signifikanten Einfluss auf die kundenorientierte Einstellung der Kundenkontaktmitarbeiter nehmen kann.​

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