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Das Thema Kundenzufriedenheit nimmt bei Unternehmen eine immer wichtigere Rolle ein. Die Autorin konzentriert sich auf die Versicherungsbranche und misst den Einfluss der Dienstleistungsqualität auf die Kundenzufriedenheit. Zur Messung von Servicequalität wird SERVQUAL, ein von der Wissenschaft anerkanntes Messinstrument, verwendet. Mit der empirischen Analyse wird nachgewiesen, welchen Einfluss sowohl eine positive als auch eine negativ wahrgenommene Servicequalität der Versicherungsnehmer auf die Zufriedenheit hat. Die Ergebnisse sind sowohl für Versicherungsunternehmen als auch für andere Dienstleistungsunternehmen relevant und zeigen, dass nicht eine pauschale Verbesserung der Dienstleistungsqualität, sondern eine Investition auf Merkmalsebene wesentlich effizienter zur Kundenzufriedenheit führt.

Consumer satisfaction --- Insurance --- Economics --- Economic aspects. --- Customer services. --- Psychological aspects. --- Behavioral economics --- Behavioural economics --- Assurance (Insurance) --- Coverage, Insurance --- Indemnity insurance --- Insurance coverage --- Insurance industry --- Insurance protection --- Mutual insurance --- Underwriting --- Finance --- Customer satisfaction --- Satisfaction --- Brand loyalty --- Customer loyalty --- Beitrag --- Beschrei --- Beschreibung --- Dienstleistungsqualität --- Erklärung --- Gusenbauer --- Kahneman --- Kontext --- Kundenzufriedenheit --- Prospect --- -Raffinierter Falsifikationismus --- Servicequalitätsurteilen --- SERVQUAL als Prüfansatz --- Theory --- Tversky --- Versicherungsentscheidungen

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"In an age when customers have access to vast amounts of data about a company, its product and its competitors, customer experience becomes increasingly important as a sustainable source of competitive advantage. But success doesn't just rely on digital engagement and excellence, but also on combining a digital-first attitude with a human touch. In When Digital Becomes Human, Steven Van Belleghem explores and explains the new digital relationships. Packed with global examples from organizations that have successfully transformed their customer relationships, such as Amazon, Toyota, ING, Coolblue, Nike and Starbucks, When Digital Becomes Human presents a clear model that companies can easily implement to integrate an emotional layer into their digital strategy. This guide to combining two of a business's most important assets - its people and its digital strengths - covers the latest issues in digital marketing and customer experience management, including omnichannel and multichannel experiences, big data and predictive analytics, privacy concerns, customer collaboration (ie crowdsourcing) and more"--

Customer relations --- Business communication --- Electronic commerce --- Cybercommerce --- E-business --- E-commerce --- E-tailing --- eBusiness --- eCommerce --- Electronic business --- Internet commerce --- Internet retailing --- Online commerce --- Web retailing --- Commerce --- Information superhighway --- Administrative communication --- Communication, Administrative --- Communication, Business --- Communication, Industrial --- Industrial communication --- Communication --- Business --- Public relations --- Consumer affairs departments --- Customer advisory boards --- Relationship marketing --- E-books --- Consumer behavior --- Customer relations. --- Business communication. --- Electronic commerce. --- customers. --- electronic commerce. --- digital technology. --- digitale Technologie --- teknoloġija diġitali --- digitalna tehnologija --- digitaalitekniikka --- tecnología digital --- digitale technologie --- technologie numérique --- tehnologie digitală --- digital teknologi --- teicneolaíocht dhigiteach --- digitální technologie --- teknologji dixhitale --- цифрова технология --- digital teknik --- digitálna technológia --- ψηφιακή τεχνολογία --- tecnologia digitale --- ciparu tehnoloģija --- digitaaltehnoloogia --- technologia cyfrowa --- skaitmeninė technologija --- tecnologia digital --- digitális technológia --- дигитална технологија --- Digitaltechnologie --- digitalteknik --- commerce électronique --- comerț electronic --- elektronsko poslovanje --- elektronikus kereskedelem --- elektronkaubandus --- comércio eletrónico --- sähköinen kaupankäynti --- Elektronischer Handel --- comercio electrónico --- ríomhthráchtáil --- elektroniskā tirdzniecība --- електронна търговия --- elektronische handel --- handel elektroniczny --- elektronisk handel --- elektronička trgovina --- tregti elektronike --- kummerċ elettroniku --- електронска трговија --- elektroninė prekyba --- електронска трговина --- commercio elettronico --- elektronický obchod --- ηλεκτρονικό εμπόριο --- comércio na Internet --- handel via internet --- tregti online --- kibernetinė prekyba --- commercio on line --- e-kaubandus --- iepirkšanās internetā --- internetové obchodování --- kaupankäynti Internetissä --- τηλεεμπόριο --- commercio su Internet --- internetska trgovina --- virtualna trgovina --- e-kauppa --- tregti nëpërmjet Internetit --- virtuel handel --- virtuální obchod --- cibercomércio --- e-kereskedelem --- Online-Geschäfte --- E-Commerce --- comércio virtual --- Electronic Commerce --- r-thráchtáil --- е-трговија --- virtuaalikauppa --- virtuaalkaubandus --- elektronické obchodování --- comércio electrónico --- küberkaubandus --- virtual commerce --- online trgovina --- internetes kereskedelem --- internetinė prekyba --- cyberhandel --- e-commercio --- Interneti-kaubandus --- virtualioji prekyba --- comercio virtual --- e-comerț --- virtuell handel --- commerce virtuel --- internetový obchod --- virtuális kereskedelem --- handel via Internet --- e-comercio --- online commerce --- e. prekyba --- on-linehandel --- online-kaupankäynti --- comércio em linha --- virtuele handel --- e-trgovina --- εμπόριο on-line --- on line obchodování --- on-line handel --- cibercomercio --- commercio virtuale --- e-obchodování --- comerț prin internet --- e-handel --- κυβερνοεμπόριο --- tregti virtuale --- cybercommercio --- cybercommerce --- tregti kibernetike --- e-commerce --- onlinehandel --- E-Business --- comercio en Internet --- tirdzniecība internetā --- commerce sur Internet --- prekyba elektroniniu ryšiu --- интернетска трговија --- comercio en línea --- kyberkauppa --- virtuālā tirdzniecība --- tirdzniecība tiešsaistē --- εμπόριο μέσω Internet --- elektronischer Geschäftsverkehr --- comerț on line --- commerce en ligne --- e-obchod --- ügyfél --- Kundschaft --- klantenkring --- πελατεία --- clienți --- clientèle --- stranke --- kunder --- kupac --- клиенти --- klientë --- asiakkaat --- клиентела --- klientela --- custaiméirí --- kliendid --- zákazníci --- klienti --- pirkėjai --- clientela --- klijenti --- kundekreds --- клијентела --- asiakassuhteiden hoito --- vzťahy so zákazníkmi --- odnosi s strankami --- gestión de la clientela --- soddisfazione della clientela --- gestione dei rapporti con la clientela --- sodisfazzjoni tal-klijenti --- rapporti con la clientela --- ryšiai su klientais --- asiakassuhteet --- satisfacción del cliente --- klientūra --- kundkrets --- kliendihaldus --- zadowolenie klientów --- διαχείριση της πελατείας --- správa zákazníků --- Kundenbeziehungen --- kundetilfredshed --- kundestyring --- administración de clientes --- gestão de clientes --- удовлетворение на клиентите --- Kundenzufriedenheit --- cliënteel --- купци --- kliendisuhete juhtimine --- управление на клиентите --- gestionarea clienților --- relación con el cliente --- ġestjoni tar-relazzjonijiet mal-klijenti --- klientelë --- задовољство купаца --- relacje z klientami --- përmbushje e nevojave të klientëve --- klientų pasitenkinimas --- klantentevredenheid --- riadenie vzťahov so zákazníkmi --- administrim i marrëdhënieve me klientët --- asiakassuhteiden hoitaminen --- странки --- satisfaction de la clientèle --- ικανοποίηση της πελατείας --- kliendirahulolu --- gestion de la clientèle --- kundrelationer --- ügyfélkapcsolat-menedzsment --- carteira de clientes --- clientele --- relation avec la clientèle --- spokojenost zákazníků --- CRM --- односи са купцима --- customer management --- kliendisuhted --- διαχείριση των σχέσεων με την πελατεία --- ügyfélszolgálat --- upravljanje odnosov s strankami --- kundtillfredsställelse --- klientai --- klienci --- administrim i klientëve --- relatie met de klant --- σχέση με την πελατεία --- klantenbeheer --- customer relationship management --- ryšių su klientais vadyba --- asiakastyytyväisyys --- satisfação do cliente --- kundeforhold --- relação com o cliente --- mušterija --- gestión de las relaciones con los clientes --- gestion de la relation client --- ġestjoni tal-klijenti --- tarbijaskond --- купувачи --- satisfacerea clienților --- gestão da relação com o cliente --- asiakashallinto --- kundhantering --- klijentela --- gestionarea relației cu clienții --- administración de las relaciones con los clientes --- GRC --- vevőközönség --- gestión de clientes --- upravljanje s strankami --- vevőkör --- asiakaskunta --- отношения с клиентите --- relazzjonijiet mal-klijenti --- Kundenverwaltung --- attiecības ar klientiem --- klientu apkalpošana --- řízení vztahů se zákazníky --- clients --- relație cu clienții --- customer relations --- Kundenmanagement --- spokojnosť zákazníkov --- ügyfélkapcsolat --- marrëdhënie me klientët --- klientu apmierinātība --- zadovoljstvo strank --- AMK --- Management der Kundenbeziehungen --- clientelă --- riadenie zákazníkov --- ügyfélkör --- uspokojenie zákazníkov --- attiecību ar klientiem vadība --- customer satisfaction --- styring af kundeforhold --- vztahy se zákazníky --- klientuur --- zarządzanie relacjami z klientami --- gestione della clientela --- управление на отношенията с клиентите --- zarządzanie klientami