Advertisement

Zusammenfassung

Der Begriff ‚Feedbackmanagement‘ wird zwar im Kontext des Customer Relationship Management viel verwendet (u. a. Beasty 2007; Musico 2009; McCay 2009), aber kaum in begrifflicher und konzeptioneller Hinsicht diskutiert. ‚Feedback‘ ist im Kern ein interpersonales Konstrukt und bezeichnet eine Rückmeldung an eine Person, wie deren Verhalten wahrgenommen bzw. verstanden wird und was dieses Verhalten bewirkt. Mit der Information über die Fremdwahrnehmung der Person geht meist die Absicht einher, eine Reflexion der Selbstwahrnehmung einzuleiten und bestimmte Verhaltensweisen zu stärken, andere zu ändern. In diesem Sinne stellen Feedbacks im innerbetrieblichen Kontext ein wesentliches Element von Mitarbeitergesprächen dar (Mentzel et al. 2009).

Preview

Unable to display preview. Download preview PDF.

Unable to display preview. Download preview PDF.

Literaturverzeichnis

  1. Andreassen, T. W. (1999): What Drives Customer Loyalty With Complaint Resolution?, in: Journal of Service Research, Vol. 1, No. 4, S.324–332.CrossRefGoogle Scholar
  2. Avis (2007): Thanks for Taking the Time to Tell Us ‘Who Tries Harder’. www.avis.com/AvisWeb/html/wetryharder/whotriesharder.html.
  3. Bandura, A. (1977): Self-efficacy: Toward a Unifying Theory of Behavioral Change, Psychological Review, Vol. 84, No. 2, S. 191–215.CrossRefGoogle Scholar
  4. Barker, G. P.; Graham, S. (1987): Developmental Study of Praise and Blame as Attributional Cues, in: Journal of Educational Psychology, Vol. 79, No.1, S. 62–66.CrossRefGoogle Scholar
  5. Basch, J.; Fisher, C. D. (2000): Affective Events-Emotions Matrix: A Classification of Work Events and Associated Emotions, in: Askanasy, N. M.; Zerbe, W. J.;Google Scholar
  6. Härtel, C. E. J. (Eds.): Emotions in the Workplace, London, S. 36–48.Google Scholar
  7. Baumeister, R. F.; Hutton, D. G.; Carins, K. J. (1990): Negative Effects of Praise on Skilled Performance, in: Basic and Applied Social Psychology, Vol. 11, No. 2, S.131–148.CrossRefGoogle Scholar
  8. Beasty, C. (2007): Feedback Mountain, in: CRM Magazine, Vol. 11, No. 2, S. 28–33.Google Scholar
  9. Blodgett, J. G.; Granbois, D. H. (1992): Toward an Integrated Conceptual Model of Consumer Complaining Behavior, in: Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, Vol. 5, S. 95–103.Google Scholar
  10. Blodgett, J. G.; Hill, D. J.; Tax, S. S. (1997): The Effects of Distributive, Procedural and Interactional Justice on Postcomplaint Behavior, in: Journal of Retailing, Vol. 73, No. 2, S. 185–210.CrossRefGoogle Scholar
  11. Blodgett, J. G.; Anderson, R. D. (2000): A Bayesian network model of the consumer complaint process, in: Journal of Service Research, Vol. 2, No. 4, S. 321–338.CrossRefGoogle Scholar
  12. Boshoff, Ch. (1999): An Instrument to Measure Satisfaction with Transaction-Specific Service Recovery, in: Journal of Service Research, Vol. 1, No. 3, S. 236–249.CrossRefGoogle Scholar
  13. Buttle, F.; Burton, J. (2002): Does Service Failure Influence Customer Loyalty?, in: Journal of Consumer Behaviour, Vol. 1, No. 3, S. 217–227.CrossRefGoogle Scholar
  14. Cadotte, E. R.; Turgeon, N. (1988): Dissatisfiers and Satisfiers: Suggestions from Consumer Complaints and Compliments, in: Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, Vol. 1, S. 74–79.Google Scholar
  15. Carlzon, J. (1992): Alles für den Kunden, 5. Aufl., Frankfurt/Main u. a.Google Scholar
  16. Corpus, J. H.; Ogle, Ch. M.; Love-Geiger, K. E. (2006): The Effects of Social- Comparison Versus Mastery Praise on Children's Intrinsic Motivation, in: Motivation & Emotion, Vol. 30, No. 4, S. 335–345.CrossRefGoogle Scholar
  17. Coenen, Ch. (2005): Prosoziales Dienstleistungsverhalten im Kundenkontakt, Wiesbaden.Google Scholar
  18. Davidow, M. (2003): Organizational Responses to Customer Complaints: What Works and What Doesn´t, in: Journal of Service Research, Vol. 5, No. 3, S. 225–250.CrossRefGoogle Scholar
  19. Dawson, K. M.; Dawson, S. N. (1990): How to Motivate Your Employees, in: HR Magazine, Vol. 35, No. 4, S. 78–80.Google Scholar
  20. de Ruyter, K.; Wetzels, M. (2000): Customer equity considerations in service recovery: a cross-industry perspective, in: International Journal of Service Industry Management, Vol. 11, No. 1, S. 91–108.CrossRefGoogle Scholar
  21. Delin, C. R.; Baumeister, R. F. (1994): Praise: More Than Just Social Reinforcement, in: Journal for the Theory of Social Behaviour, Vol. 24, No. 3, S. 219–241.CrossRefGoogle Scholar
  22. Dellande, S. (1995): Consumer Response to Dissatisfaction: An Overview, GSM Working Paper #MK95012, University of California, Irvine/CA.Google Scholar
  23. DeWitt, T.; Nguyen, D.; Marshall, R. (2008): Exploring Customer Loyalty – Following Service Recovery, in: Journal of Service Research, Vol. 10, No. 3, S. 269–281.CrossRefGoogle Scholar
  24. Durvasula, S.; Lysonski, S.; Mehta, S. C. (2000): Business-to-Business Marketing: Service Recovery and Customer Satisfaction Issues With Ocean Shipping Lines, in: European Journal of Marketing, Vol. 34, No. 3/4, S. 433–446.CrossRefGoogle Scholar
  25. East, R. (2000): Complaining as Planned Behaviour, in: Psychology & Marketing, Vol. 17, No. 12, S. 1077–1095.CrossRefGoogle Scholar
  26. Erickson, G. S.; Eckrich, D. W. (2001): Consumer Affairs Responses to Unsolicited Customer Compliments, in: Journal of Marketing Management, Vol. 17, S. 321–340.Google Scholar
  27. Etzel, M. J.; Silverman, B. I. (1981): A Managerial Perspective on Directions for Retail Customer Satisfaction Research, in: Journal of Retailing, Vol. 57, No. 3, S. 124–136.Google Scholar
  28. Exline, J. J.; Single, P. B.; Lobel, M.; Geyer, A. L. (2004): Glowing Praise and the Envious Gaze: Social Dilemmas Surrounding the Public Recognition of Achievement, in: Basic and Applied Social Psychology, Vol. 26, No. 2/3, S. 119–130.CrossRefGoogle Scholar
  29. Friman, M.; Edvardsson, B. (2003): A Content Analysis of Complaints and Compliments, in: Managing Service Quality, Vol. 13, No. 1, S. 20–26.CrossRefGoogle Scholar
  30. Fürst, A. (2005): Beschwerdemanagement, DUV, Wiesbaden.Google Scholar
  31. Fürst, A. (2008): Effektivität und Effizienz der Gestaltung des Beschwerdemanagements – Eine empirische Analyse, in: Marketing ZFP, Nr. 1, S. 29–45.Google Scholar
  32. Gaines, L. M.; Duvall; J.; Webster; J. M.; Smith, R. H. (2005): Feeling Good After Praise for a Successful Performance: The Importance of Social Comparison Information, Self and Identity, Vol. 4, S. 373–389.CrossRefGoogle Scholar
  33. Garza, R. T.; Lipton, J. P. (1978): Culture, Personality, and Reactions to Praise and Criticism, in: Journal of Personality, Vol. 46, No. 4, S. 743–761.CrossRefGoogle Scholar
  34. Gilly, M. C.; Gelb, B. D. (1982): Post-Purchase Consumer Processes and the Complaining Consumer, in: Journal of Consumer Research, Vol. 9, No. 3, S. 323–328.CrossRefGoogle Scholar
  35. Goetzinger, L.; Park, J. K.; Widdows, R. (2006): E-customers' Third Party Complaining and Complimenting Behavior, in: International Journal of Service Industry Management, Vol. 17, No. 2, S. 193–206.CrossRefGoogle Scholar
  36. Goodman, J. A.; O'Brien, P.; Segal, E. (2000): Turning CFOs into Quality Champions, in: Quality Progress, Vol. 33, No. 3, S. 47–54.Google Scholar
  37. Henderlong, J.; Lepper, M. R. (2002): The Effects of Praise on Children´s Intrinsic Motivation: A Review and Synthesis, in: Psychological Bulletin, Vol. 128, No. 5, S. 774–795.CrossRefGoogle Scholar
  38. Hennig-Thurau, T. (1999): Beschwerdezufriedenheit: Empirische Analyse der Wirkungen und Determinanten einer Schlüsselgröße des Beziehungsmarketing, in: Jahrbuch der Absatz- und Verbrauchsforschung, Nr. 2, S. 214–240. Heskett, J. L.; Jones, T. O.; Loveman, G. W.; Sasser, W. E., Jr.; Schlesinger, L. A.Google Scholar
  39. (1994): Putting the Service-Profit Chain to Work, in: Harvard Business Review, Vol. 72, No. 2, S. 164–174.Google Scholar
  40. Hoffmann, K. D.; Kelley, S. W. (2000): Perceived Justice Needs and Recovery Evaluations: A Contingency Approach, in: European Journal of Marketing, Vol. 24, No. 3/4, S. 418–432.CrossRefGoogle Scholar
  41. Hoffmann, A. (1991): Die Erfolgskontrolle von Beschwerdemanagement-Systemen, Frankfurt/Main u. a.Google Scholar
  42. Holloway, A. (2006): In Praise of Praise, in: Canadian Business, Vol. 79, No. 4, S. 88.Google Scholar
  43. Homburg, Ch.; Fürst, A. (2003): Beschwerdemanagement in deutschen Unternehmen, Mannheim.Google Scholar
  44. Homburg, C.; Fürst, A. (2007): Beschwerdeverhalten und Beschwerdemanagement – Eine Bestandsaufnahme der Forschung und Agenda für die Zukunft, in: DBW, Nr. 1, S. 41–74.Google Scholar
  45. Hunt, H. K. (1993): CS & DCB research suggestions and observations for the 1990's, in: Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, Vol. 6, S. 40–42.Google Scholar
  46. Kawasaki, G. (1997): Selling the Dream. Die Kunst, aus Kunden Missionare zu machen, München/Wien.Google Scholar
  47. Koch, J. (1990): Perpetual Thanks: Its Assets, in: Personnel Journal, Vol. 69, No. 1, S. 72–73.Google Scholar
  48. Koestner, R.; Zuckerman, M.; Koestner, J. (1987): Praise, Involvement and Intrinsic Motivation, in: Journal of Personality and Social Psychology, Vol. 53, S. 383–390.CrossRefGoogle Scholar
  49. Kolodinsky, J. (1992): A System for Estimating Complaints, Complaint Resolution and Subsequent Purchases of Professional Services, in: Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, Vol. 5, S. 36–44.Google Scholar
  50. Kraft, F. B.; Martin, Ch. L. (2001): Customer Compliments as More than Complementary Feedback, in: Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, Vol. 14, S. 1–13.Google Scholar
  51. Levesque, P. (1987): Employee Motivation: A Little Recognition Goes a Long Way, in: Industrial Management, Vol. 11, No. 1, S. 35–37.Google Scholar
  52. Levesque, T. J.; McDougall, G. H. G. (2000): Service Problems and Recovery Strategies. An Experiment, in: Canadian Journal of Administrative Sciences, Vol. 17, No. 1, S. 20–37.CrossRefGoogle Scholar
  53. Lewis, R. C. (1983): Consumers Complain – What Happens When Business Responds, in: Day, R. L.; Hunt, H. K. (Hrsg.): International Fare in Consumer Satisfaction and Complaining Behavior, Dept. of Marketing, School of Business, Indiana University, Bloomington, S. 88–94.Google Scholar
  54. Liu, B. S. C.; Sudharshan, D.; Hamer, L. O. (2000): After-Service Response in Service Quality Assessment: A Real-time Updating Model Approach, in: Journal of Service Marketing, Vol. 14, No. 2, S. 160–177.CrossRefGoogle Scholar
  55. Lussier, R. N. (2006): Management Fundamentals, 3rd ed., Mason, OH.Google Scholar
  56. Manrai, L. A.; Manrai, A. K. (1993): Complaints and Compliments about Service Encounters: A Comparison of American and Bulgarian Consumers, in: Advances in Consumer Research, Vol. 20, S. 97–101.Google Scholar
  57. Martin, C. L.; Smart, D. T. (1988): Relationship Correspondence: Similarities and Differences in Business Response to Complimentary versus Complaining Consumers, in: Journal of Business Research, Vol. 17, S. 155–173.CrossRefGoogle Scholar
  58. Martin, C. L.; Smart, D. T. (1989): Consumer Correspondence: An Exploratory Investigation of Consistency Between Business Policy and Practice, in: The Journal of Consumer Affairs, Vol. 23, No. 2, S. 364–382.CrossRefGoogle Scholar
  59. Maslow, A. H. (1954): Motivation and Personality. New York u. a.Google Scholar
  60. Materna (2005): Aktuelle Trends im Beschwerdemanagement deutscher Unternehmen, Dortmund.Google Scholar
  61. Materna (2006): Licht und Schatten im Beschwerdemanagement, Dortmund.Google Scholar
  62. Maxham III, J. G. (2001): Service recovery´s influence on consumer satisfaction, positive word-of-mouth, and purchase intentions, in: Journal of Business Research, Vol. 54, No. 1, S. 11–24.CrossRefGoogle Scholar
  63. Maxham, J. G.; Netemeyer, R. G. (2002): A Longitudinal Study of Complaining Customers ´ Evaluations of Multiple Service Failures and Recovery Efforts, in: Journal of Marketing, Vol. 66, No. 4, S. 57–71.CrossRefGoogle Scholar
  64. McCay, L. (2009): Enterprise Feedback Management, in: CRM Magazine, Vol. 13, No. 4, S. 32.Google Scholar
  65. McColl-Kennedy, J. R.; Sparks, B. A. (2003): Application of Fairness Theory to Service Failures and Service Recovery, in: Journal of Service Research, Vol. 5, No. 3, S. 251–266.CrossRefGoogle Scholar
  66. McCollough, M. A.; Berry, L. L.; Yadav, M. S. (2000): An Empirical Investigation of Customer Satisfaction after Service Failure and Recovery, in: Journal of Service Research, Vol. 3, No. 2, S. 121–137.CrossRefGoogle Scholar
  67. Mentzel, W.; Grotzfeld, S.; Haub, C. (2009): Mitarbeitergespräche: Mitarbeiter motivieren, richtig beurteilen und effektiv einsetzen, 8. Aufl., München.Google Scholar
  68. Meyer, W.-U. (1992): Paradoxial Effects of Praise and Criticism on Perceived Ability, in: European Review of Social Psychology, Vol. 2, S. 259–283.CrossRefGoogle Scholar
  69. Meyer, W.-U.; Bachmann, M.; Biermann, U.; Hempelmann, M.; Plöger, F.-O.; Spiller, H. (1979): The Informational Value of Evaluative Behaviour: Influences of Praise and Blame on Perceptions of Ability, in: Journal of Educational Psychology, Vol. 71, No. 2, S. 259–268.CrossRefGoogle Scholar
  70. Meyer, W.-U.; Mittag, W.; Engler, U. (1986): Some Effects of Praise and Blame on Perceived Ability and Affect, in: Social Cognition, Vol. 4, No. 3, S. 293–308.CrossRefGoogle Scholar
  71. Michel, St. (2001): Analyzing Service Failures and Recoveries: A Process Approach, in: Journal of Service Industry Management, Vol. 12, No. 1, S. 20–33.CrossRefGoogle Scholar
  72. Miller, J. L.; Craighead, Ch. W.; Karwan, K. R. (2000): Service recovery. A framework and empirical investigation, in: Journal of Operations Managements, Vol. 18, No. 4, S. 387–400.CrossRefGoogle Scholar
  73. Möller, J. (2005): Paradoxical Effects of Praise and Criticism: Social, Dimensional and Temporal Comparisons, in: British Journal of Educational Psychology, Vol. 75, No. 2, S. 257–295.CrossRefGoogle Scholar
  74. Mowen, J. C. (1995): Consumer Behavior. Englewood Cliffs, New York.Google Scholar
  75. Musico, C. (2009): The feedback Funnel, in: CRM Magazine, Vol. 13, No. 1, S. 27–31.Google Scholar
  76. Oliver, R. L. (1997): Satisfaction. A Behavioral Perspective on the Consumer, Boston u. a.Google Scholar
  77. Payne, C. R.; Parry, B. L.; Huff, St. C.; Otto, S. D.; Hunt, H. K. (2002): Consumer Complimenting Behavior: Exploration and Elaboration, in: Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, Vol. 15, S. 128–147.Google Scholar
  78. Reynolds, G. S. (1968): A Primer of Operant Conditioning. Glenview, IL.Google Scholar
  79. Riemer, M. (1986): Beschwerdemanagement, Frankfurt/Main/New York.Google Scholar
  80. Robinson, J. (2006): In Praise of Praising Your Employees, in: The Gallup Management Journal Online, (November 9th), www.gmj.gallup.com.
  81. Saxby, C. L.; Tat, P. K.; Thompson Johansen, J. (2000): Measuring Consumer Perceptions of Procedural Justice in a Complaint Context, in: The Journal of Consumer Affairs, Vol. 34, No. 2, S. 204–216.CrossRefGoogle Scholar
  82. Schoefer, K.; Ennew, C. (2005): The impact of perceived justice on consumers´ emotional responses to service complaint experiences, in: Journal of Services Marketing, Vol. 19, No. 5, S. 261–270.CrossRefGoogle Scholar
  83. Servicebarometer (2009): Kundenmonitor 2009, München.Google Scholar
  84. Singh, J.; Pandya, S. (1991): Exploring the Effects of Consumers´ Dissatisfaction Level on Complaint Behaviours, in: European Journal of Marketing, Vol. 25, No. 9, S. 7–21.CrossRefGoogle Scholar
  85. Singh, J.; Widing II, R. E. (1991): What Occurs Once Consumers Complain? A Theoretical Model for Understanding Satisfaction/Dissatisfaction Outcomes of Complaint Responses, in: European Journal of Marketing, Vol. 25, No. 5, S. 30–46.CrossRefGoogle Scholar
  86. Skinner, B. F. (1938): The Behavior of Organisms, New York.Google Scholar
  87. Skinner, B. F. (1968): The Technology of Teaching. Englewood Cliffs, New York.Google Scholar
  88. Skinner, B. F. (1969): Contingencies of Reinforcement: A Theoretical Analysis. New York.Google Scholar
  89. Smith, A. K.; Bolton, R. N. (1998): An Experimental Investigation of Customer Reactions to Service Failure and Recovery Encounters: Paradox or Peril?, in: Journal of Service Research, Vol. 1, No. 1, S. 65–81.CrossRefGoogle Scholar
  90. Spreng, R. A.; Harrell, G. D.; Mackoy, R. D. (1995): Service Recovery: Impact on Satisfaction and Intentions, in: Journal of Services Marketing, Vol. 9, No. 1, S. 15–23.CrossRefGoogle Scholar
  91. Stauss, B. (1989): Beschwerdepolitik als Instrument des Dienstleistungsmarketing, in: Jahrbuch der Absatz- und Verbrauchsforschung, Nr. 1, S. 41–62.Google Scholar
  92. Stauss, B. (2002): The Dimensions of Complaint Satisfaction: Process and Outcome Complaint Satisfaction versus Cold Fact and Warm Act Complaint Satisfaction, in: Managing Service Quality, Vol. 12, No. 3, S. 173–183.CrossRefGoogle Scholar
  93. Stauss, B. (2008): Kundenbindung durch Beschwerdemanagement, in: Bruhn, M.; Homburg, Ch. (Hrsg.): Handbuch Kundenbindungsmanagement, 6. Aufl., Wiesbaden, S. 369–396.Google Scholar
  94. Stauss, B. (2009): Kundenlob – Integration durch positives Feedback, in: Bruhn, M.; Stauss, B. (Hrsg.): Kundenintegration – Forum Dienstleistungsmanagement, Wiesbaden, S. 315–342.Google Scholar
  95. Stauss, B.; Schöler, A. (2003): Beschwerdemanagement Excellence, State-of-the-Art und Herausforderungen der Beschwerdemanagement-Praxis in Deutschland, Wiesbaden.Google Scholar
  96. Stauss, B.; Seidel, W. (2007): Beschwerdemanagement. Unzufriedene Kunden als profitable Zielgruppe, 4. Aufl., München/Wien.Google Scholar
  97. Stuart, P. (1992): Fresh Ideas Energize Reward Programmes, in: Personnel Journal, Vol. 71, (January), S. 102–103.Google Scholar
  98. Susskind, A. M. (2000): Efficacy and Outcome Expectations Related to Customer Complaints About Service Experiences, in: Communication Research, Vol. 27, No. 3, S. 353–378.CrossRefGoogle Scholar
  99. Swan, J. E.; Oliver, R. L. (1989): Postpurchase Communications by Consumer, Journal of Retailing, Vol. 65, No. 4, S. 516–533.Google Scholar
  100. Tax, S. S.; Brown, S. W. (1998): Recovering and Learning from Service Failure, in: Sloan Management Review, Vol. 40, No. 1, S. 75–88.Google Scholar
  101. Tax, S. S.; Brown, S. W.; Chandrashekaran, M. (1998): Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing, in: Journal of Marketing, Vol. 62, No. 2, S. 60–76.CrossRefGoogle Scholar
  102. Wilde, K. D.; Hippner, H. (2008): Customer Relationship Management: Grundlagen und aktuelle Entwicklungen, in: Das Wirtschaftsstudium, Nr. 1, S. 105–111.Google Scholar
  103. Wiley, C. (1997): What Motivates Employees According to over 40 Years of Motivation Survey, in: International Journal of Manpower, Vol. 18, No. 3, S. 263–280.CrossRefGoogle Scholar

Copyright information

© Gabler Verlag | Springer Fachmedien Wiesbaden GmbH 2011

Authors and Affiliations

  • Bernd Stauss

There are no affiliations available

Personalised recommendations