Skip to main content
SpringerLink
Log in
Book cover

Grundlagen des CRM pp 441–473Cite as

Feedbackmanagement

  • Chapter

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).

This is a preview of subscription content, log in via an institution.

Chapter
USD   29.95
Price excludes VAT (USA)
  • Available as PDF
  • Read on any device
  • Instant download
  • Own it forever
eBook
USD   109.00
Price excludes VAT (USA)
  • Available as PDF
  • Read on any device
  • Instant download
  • Own it forever
Hardcover Book
USD   149.99
Price excludes VAT (USA)
  • Durable hardcover edition
  • Dispatched in 3 to 5 business days
  • Free shipping worldwide - see info

Tax calculation will be finalised at checkout

Purchases are for personal use only

Learn about institutional subscriptions

Preview

Unable to display preview. Download preview PDF.

Unable to display preview. Download preview PDF.

Literaturverzeichnis

  • Andreassen, T. W. (1999): What Drives Customer Loyalty With Complaint Resolution?, in: Journal of Service Research, Vol. 1, No. 4, S.324–332.

    Article  Google Scholar 

  • Avis (2007): Thanks for Taking the Time to Tell Us ‘Who Tries Harder’. www.avis.com/AvisWeb/html/wetryharder/whotriesharder.html.

  • Bandura, A. (1977): Self-efficacy: Toward a Unifying Theory of Behavioral Change, Psychological Review, Vol. 84, No. 2, S. 191–215.

    Article  Google Scholar 

  • 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.

    Article  Google Scholar 

  • 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 

  • Härtel, C. E. J. (Eds.): Emotions in the Workplace, London, S. 36–48.

    Google Scholar 

  • 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.

    Article  Google Scholar 

  • Beasty, C. (2007): Feedback Mountain, in: CRM Magazine, Vol. 11, No. 2, S. 28–33.

    Google Scholar 

  • 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 

  • 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.

    Article  Google Scholar 

  • 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.

    Article  Google Scholar 

  • 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.

    Article  Google Scholar 

  • Buttle, F.; Burton, J. (2002): Does Service Failure Influence Customer Loyalty?, in: Journal of Consumer Behaviour, Vol. 1, No. 3, S. 217–227.

    Article  Google Scholar 

  • 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 

  • Carlzon, J. (1992): Alles für den Kunden, 5. Aufl., Frankfurt/Main u. a.

    Google Scholar 

  • 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.

    Article  Google Scholar 

  • Coenen, Ch. (2005): Prosoziales Dienstleistungsverhalten im Kundenkontakt, Wiesbaden.

    Google Scholar 

  • 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.

    Article  Google Scholar 

  • Dawson, K. M.; Dawson, S. N. (1990): How to Motivate Your Employees, in: HR Magazine, Vol. 35, No. 4, S. 78–80.

    Google Scholar 

  • 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.

    Article  Google Scholar 

  • 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.

    Article  Google Scholar 

  • Dellande, S. (1995): Consumer Response to Dissatisfaction: An Overview, GSM Working Paper #MK95012, University of California, Irvine/CA.

    Google Scholar 

  • 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.

    Article  Google Scholar 

  • 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.

    Article  Google Scholar 

  • East, R. (2000): Complaining as Planned Behaviour, in: Psychology & Marketing, Vol. 17, No. 12, S. 1077–1095.

    Article  Google Scholar 

  • 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 

  • 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 

  • 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.

    Article  Google Scholar 

  • Friman, M.; Edvardsson, B. (2003): A Content Analysis of Complaints and Compliments, in: Managing Service Quality, Vol. 13, No. 1, S. 20–26.

    Article  Google Scholar 

  • Fürst, A. (2005): Beschwerdemanagement, DUV, Wiesbaden.

    Google Scholar 

  • Fürst, A. (2008): Effektivität und Effizienz der Gestaltung des Beschwerdemanagements – Eine empirische Analyse, in: Marketing ZFP, Nr. 1, S. 29–45.

    Google Scholar 

  • 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.

    Article  Google Scholar 

  • 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.

    Article  Google Scholar 

  • 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.

    Article  Google Scholar 

  • 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.

    Article  Google Scholar 

  • 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 

  • 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.

    Article  Google Scholar 

  • 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 

  • (1994): Putting the Service-Profit Chain to Work, in: Harvard Business Review, Vol. 72, No. 2, S. 164–174.

    Google Scholar 

  • 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.

    Article  Google Scholar 

  • Hoffmann, A. (1991): Die Erfolgskontrolle von Beschwerdemanagement-Systemen, Frankfurt/Main u. a.

    Google Scholar 

  • Holloway, A. (2006): In Praise of Praise, in: Canadian Business, Vol. 79, No. 4, S. 88.

    Google Scholar 

  • Homburg, Ch.; Fürst, A. (2003): Beschwerdemanagement in deutschen Unternehmen, Mannheim.

    Google Scholar 

  • 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 

  • 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 

  • Kawasaki, G. (1997): Selling the Dream. Die Kunst, aus Kunden Missionare zu machen, München/Wien.

    Google Scholar 

  • Koch, J. (1990): Perpetual Thanks: Its Assets, in: Personnel Journal, Vol. 69, No. 1, S. 72–73.

    Google Scholar 

  • Koestner, R.; Zuckerman, M.; Koestner, J. (1987): Praise, Involvement and Intrinsic Motivation, in: Journal of Personality and Social Psychology, Vol. 53, S. 383–390.

    Article  Google Scholar 

  • 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 

  • 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 

  • Levesque, P. (1987): Employee Motivation: A Little Recognition Goes a Long Way, in: Industrial Management, Vol. 11, No. 1, S. 35–37.

    Google Scholar 

  • 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.

    Article  Google Scholar 

  • 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 

  • 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.

    Article  Google Scholar 

  • Lussier, R. N. (2006): Management Fundamentals, 3rd ed., Mason, OH.

    Google Scholar 

  • 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 

  • 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.

    Article  Google Scholar 

  • 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.

    Article  Google Scholar 

  • Maslow, A. H. (1954): Motivation and Personality. New York u. a.

    Google Scholar 

  • Materna (2005): Aktuelle Trends im Beschwerdemanagement deutscher Unternehmen, Dortmund.

    Google Scholar 

  • Materna (2006): Licht und Schatten im Beschwerdemanagement, Dortmund.

    Google Scholar 

  • 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.

    Article  Google Scholar 

  • 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.

    Article  Google Scholar 

  • McCay, L. (2009): Enterprise Feedback Management, in: CRM Magazine, Vol. 13, No. 4, S. 32.

    Google Scholar 

  • 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.

    Article  Google Scholar 

  • 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.

    Article  Google Scholar 

  • Mentzel, W.; Grotzfeld, S.; Haub, C. (2009): Mitarbeitergespräche: Mitarbeiter motivieren, richtig beurteilen und effektiv einsetzen, 8. Aufl., München.

    Google Scholar 

  • Meyer, W.-U. (1992): Paradoxial Effects of Praise and Criticism on Perceived Ability, in: European Review of Social Psychology, Vol. 2, S. 259–283.

    Article  Google Scholar 

  • 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.

    Article  Google Scholar 

  • 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.

    Article  Google Scholar 

  • Michel, St. (2001): Analyzing Service Failures and Recoveries: A Process Approach, in: Journal of Service Industry Management, Vol. 12, No. 1, S. 20–33.

    Article  Google Scholar 

  • 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.

    Article  Google Scholar 

  • 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.

    Article  Google Scholar 

  • Mowen, J. C. (1995): Consumer Behavior. Englewood Cliffs, New York.

    Google Scholar 

  • Musico, C. (2009): The feedback Funnel, in: CRM Magazine, Vol. 13, No. 1, S. 27–31.

    Google Scholar 

  • Oliver, R. L. (1997): Satisfaction. A Behavioral Perspective on the Consumer, Boston u. a.

    Google Scholar 

  • 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 

  • Reynolds, G. S. (1968): A Primer of Operant Conditioning. Glenview, IL.

    Google Scholar 

  • Riemer, M. (1986): Beschwerdemanagement, Frankfurt/Main/New York.

    Google Scholar 

  • Robinson, J. (2006): In Praise of Praising Your Employees, in: The Gallup Management Journal Online, (November 9th), www.gmj.gallup.com.

  • 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.

    Article  Google Scholar 

  • 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.

    Article  Google Scholar 

  • Servicebarometer (2009): Kundenmonitor 2009, München.

    Google Scholar 

  • 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.

    Article  Google Scholar 

  • 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.

    Article  Google Scholar 

  • Skinner, B. F. (1938): The Behavior of Organisms, New York.

    Google Scholar 

  • Skinner, B. F. (1968): The Technology of Teaching. Englewood Cliffs, New York.

    Google Scholar 

  • Skinner, B. F. (1969): Contingencies of Reinforcement: A Theoretical Analysis. New York.

    Google Scholar 

  • 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.

    Article  Google Scholar 

  • 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.

    Article  Google Scholar 

  • Stauss, B. (1989): Beschwerdepolitik als Instrument des Dienstleistungsmarketing, in: Jahrbuch der Absatz- und Verbrauchsforschung, Nr. 1, S. 41–62.

    Google Scholar 

  • 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.

    Article  Google Scholar 

  • Stauss, B. (2008): Kundenbindung durch Beschwerdemanagement, in: Bruhn, M.; Homburg, Ch. (Hrsg.): Handbuch Kundenbindungsmanagement, 6. Aufl., Wiesbaden, S. 369–396.

    Google Scholar 

  • Stauss, B. (2009): Kundenlob – Integration durch positives Feedback, in: Bruhn, M.; Stauss, B. (Hrsg.): Kundenintegration – Forum Dienstleistungsmanagement, Wiesbaden, S. 315–342.

    Google Scholar 

  • Stauss, B.; Schöler, A. (2003): Beschwerdemanagement Excellence, State-of-the-Art und Herausforderungen der Beschwerdemanagement-Praxis in Deutschland, Wiesbaden.

    Google Scholar 

  • Stauss, B.; Seidel, W. (2007): Beschwerdemanagement. Unzufriedene Kunden als profitable Zielgruppe, 4. Aufl., München/Wien.

    Google Scholar 

  • Stuart, P. (1992): Fresh Ideas Energize Reward Programmes, in: Personnel Journal, Vol. 71, (January), S. 102–103.

    Google Scholar 

  • 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.

    Article  Google Scholar 

  • Swan, J. E.; Oliver, R. L. (1989): Postpurchase Communications by Consumer, Journal of Retailing, Vol. 65, No. 4, S. 516–533.

    Google Scholar 

  • 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 

  • 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.

    Article  Google Scholar 

  • Wilde, K. D.; Hippner, H. (2008): Customer Relationship Management: Grundlagen und aktuelle Entwicklungen, in: Das Wirtschaftsstudium, Nr. 1, S. 105–111.

    Google Scholar 

  • 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.

    Article  Google Scholar 

Download references

Authors
  1. Bernd Stauss
    View author publications

    You can also search for this author in PubMed Google Scholar

Editor information

Editors and Affiliations

  1. Universität Bayreuth, Bayreuth

    Hajo Hippner (Inhaber der Juniorprofessur Direkt Marketing) (Inhaber der Juniorprofessur Direkt Marketing)

  2. Lehrstuhl für ABWL und Wirtschaftsinformatik, Katholischen Universität Eichstätt-Ingolstadt, Eichstätt-Ingolstadt

    Beate Hubrich (Wissenschaftliche Mitarbeiterin) (Wissenschaftliche Mitarbeiterin)

  3. Katholischen Universität Eichstätt-Ingolstadt, Eichstätt-Ingolstadt

    Klaus D. Wilde (Inhaber des Lehrstuhls für ABWL und Wirtschaftsinformatik) (Inhaber des Lehrstuhls für ABWL und Wirtschaftsinformatik)

Rights and permissions

Reprints and permissions

Copyright information

© 2011 Gabler Verlag | Springer Fachmedien Wiesbaden GmbH

About this chapter

Cite this chapter

Stauss, B. (2011). Feedbackmanagement. In: Hippner, H., Hubrich, B., Wilde, K.D. (eds) Grundlagen des CRM. Gabler. https://doi.org/10.1007/978-3-8349-6618-6_15

Download citation

Publish with us

Policies and ethics

Search

Navigation