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Vertrauen Und Kommunikation Bei Einer Dienstleistung: Eine Prozessorientierte Studie
Paperback
ISBN13: 9783658200763
Publisher: Springer vs
Published: Nov 10 2017
Pages: 219
Weight: 0.63
Height: 0.50 Width: 5.83 Depth: 8.27
Language: German
Branko Woischwill entwickelt ein von wechselseitigen Austauschprozessen geprägtes praxisrelevantes Konzept, das eine neue Theorie der Vertrauenskommunikation im Taxifahreralltag darstellt. Durch eine empirische Untersuchung in Deutschland und den USA belegt der Autor, dass Taxifahrer durch einen Interaktionsprozess (hauptsächlich verbal) mit den Fahrgästen deren Vertrauenswürdigkeit verlässlich beurteilen können. Gleichzeitig besteht hierbei die Chance, positiv auf das Entstehen von Vertrauen einzuwirken. Der Autor zeigt, wie wichtig eine professionelle Auseinandersetzung mit dem zentralen Faktor Dienstleistungskommunikation innerhalb der thematisierten Vertrauensproblematik ist.
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