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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 dieser Open-Access-Publikation analysieren die Autoren die öffentliche Debatte um Chancen und Risiken von Big Data und diskutieren die konkreten Implikationen in verschiedenen Lebensbereichen. In einer repräsentativen Befragung vermessen sie das Wissen und die Einstellung der Bevölkerung zu Big Data. Im Ergebnis verhalten sich die Nutzer paradox, sorglos und besorgt zugleich. Gezeigt wird aber auch, an welchen Punkten die Bürger aufgeschlossen für einen neuen Umgang mit Big Data sind. Daten-Sharing, Open Data finden durchaus Akzeptanz, ebenso auch neue Muster für bestehende Branchen, jenseits der tradierten Vorstellungen. Der Inhalt Hindernisse und Lösungsangebote für eine Verständigung über den Umgang mit Massendaten Big Data, Data Analytics und Smart Services rund um Wohnen, Gesundheit und Mobilität Chancen und Risiken aus Sicht der Bürger Big Data: Bürgerschreck und Hoffnungsträger! Die Zielgruppen Dozierende und Studierende der Wirtschafts- und Sozialwissenschaften, Kommunikationswissenschaft, Wirtschaftspsychologie, Soziologie, Jura und Digital Leadership Praktikerinnen und Praktiker in IT, Versicherungswirtschaft, Politik und Journalismus Die Autoren Dr. Susanne Knorre ist Unternehmensberaterin und nebenberufliche Professorin für Kommunikationsmanagement an der Hochschule Osnabrück. Horst Müller-Peters ist Professor für Betriebswirtschaftslehre an der Technischen Hochschule Köln. Dr. Fred Wagner ist Professor für Versicherungslehre an der Universität Leipzig.

Economic policy. --- Motivation research (Marketing). --- Insurance. --- Economic Policy. --- Consumer Behavior. --- Assurance (Insurance) --- Coverage, Insurance --- Indemnity insurance --- Insurance coverage --- Insurance industry --- Insurance protection --- Mutual insurance --- Underwriting --- Finance --- Advertising --- Marketing research --- Motivation (Psychology) --- Research --- Economic nationalism --- Economic planning --- National planning --- State planning --- Economics --- Planning --- National security --- Social policy --- Psychological aspects --- Management science --- Economic policy --- Motivation research (Marketing) --- Insurance

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Medicaid --- Insurance Coverage --- Behavior Therapy --- Insurance Benefits --- Child --- Age Groups --- Legislation as Topic --- Psychotherapy --- Medical Assistance --- Insurance --- Financing, Organized --- Public Assistance --- Behavioral Disciplines and Activities --- Social Control, Formal --- Persons --- Economics --- Health Care Economics and Organizations --- Financing, Government --- Psychiatry and Psychology --- Named Groups --- Health Care --- Pediatrics --- Medicine --- Health & Biological Sciences --- Person --- Regulation --- Social Control --- Control, Social --- Controls, Social --- Formal Social Control --- Formal Social Controls --- Regulations --- Social Controls --- Assistance, Public --- Community Financing --- Grants --- Organized Financing --- Financing, Community --- Grant --- Indemnity --- Insurance Premiums --- Insurance Premium --- Premium, Insurance --- Premiums, Insurance --- Assistance, Medical --- Clinical Psychotherapists --- Logotherapy --- Psychotherapists --- Clinical Psychotherapist --- Logotherapies --- Psychotherapies --- Psychotherapist --- Psychotherapist, Clinical --- Psychotherapists, Clinical --- Constitutional Amendments --- Laws and Statutes --- Legislation, Health --- Model Legislation --- Population Law --- Statutes and Laws --- Health Legislation --- Amendment, Constitutional --- Amendments, Constitutional --- Constitutional Amendment --- Law, Population --- Laws, Population --- Legislation, Model --- Population Laws --- Age Group --- Group, Age --- Groups, Age --- Children --- Insurance Beneficiary --- Health Benefits --- Beneficiaries, Insurance --- Beneficiary, Insurance --- Benefit, Health --- Benefit, Insurance --- Benefits, Health --- Benefits, Insurance --- Health Benefit --- Insurance Beneficiaries --- Insurance Benefit --- Therapy, Behavior --- Therapy, Conditioning --- Behavior Modification --- Conditioning Therapy --- Behavior Modifications --- Behavior Therapies --- Conditioning Therapies --- Modification, Behavior --- Modifications, Behavior --- Therapies, Behavior --- Therapies, Conditioning --- Insurance Status --- Coverage, Insurance --- Status, Insurance --- Dental Medicaid Programs --- Medicaid Program, Dental --- Medicaid Programs, Dental --- Dental Medicaid Program --- Medical Assistance, Title 19 --- Program, Dental Medicaid --- Programs, Dental Medicaid --- Community-Based Distribution --- Contraceptive Distribution --- Delivery of Healthcare --- Dental Care Delivery --- Distribution, Non-Clinical --- Distribution, Nonclinical --- Distributional Activities --- Healthcare --- Healthcare Delivery --- Healthcare Systems --- Non-Clinical Distribution --- Nonclinical Distribution --- Delivery of Dental Care --- Health Care Delivery --- Health Care Systems --- Activities, Distributional --- Activity, Distributional --- Care, Health --- Community Based Distribution --- Community-Based Distributions --- Contraceptive Distributions --- Deliveries, Healthcare --- Delivery, Dental Care --- Delivery, Health Care --- Delivery, Healthcare --- Distribution, Community-Based --- Distribution, Contraceptive --- Distribution, Non Clinical --- Distributional Activity --- Distributions, Community-Based --- Distributions, Contraceptive --- Distributions, Non-Clinical --- Distributions, Nonclinical --- Health Care System --- Healthcare Deliveries --- Healthcare System --- Non Clinical Distribution --- Non-Clinical Distributions --- Nonclinical Distributions --- System, Health Care --- System, Healthcare --- Systems, Health Care --- Systems, Healthcare --- Government Financing --- Federal Aid --- Financing, Public --- Grants and Subsidies, Government --- Hill-Burton Act --- Subsidies, Government --- Act, Hill-Burton --- Aid, Federal --- Aids, Federal --- Federal Aids --- Government Subsidies --- Government Subsidy --- Hill Burton Act --- Public Financing --- Subsidy, Government --- Healthcare Economics and Organizations --- Capital --- Conditions, Economic --- Consumption --- Cost of Living --- Easterlin Hypothesis --- Economic Conditions --- Economic Factors --- Economic Policies --- Economic Policy --- Economics, Home --- Factors, Economic --- Home Economics --- Household Consumption --- Macroeconomic Factors --- Microeconomic Factors --- Policies, Economic --- Policy, Economic --- Production --- Remittances --- Utility Theory --- Consumer Price Index --- Condition, Economic --- Consumer Price Indices --- Consumption, Household --- Economic Condition --- Economic Factor --- Factor, Economic --- Factor, Macroeconomic --- Factor, Microeconomic --- Factors, Macroeconomic --- Factors, Microeconomic --- Household Consumptions --- Hypothesis, Easterlin --- Index, Consumer Price --- Indices, Consumer Price --- Living Cost --- Living Costs --- Remittance --- Theories, Utility --- Theory, Utility --- Utility Theories --- Public Policy --- Neurolinguistic Programming --- Sensory Art Therapies --- Health Legislation as Topic --- Minors --- Mind-Body Therapies --- Behavior Control --- Schema Therapy --- Schema Therapies --- Therapies, Schema --- Therapy, Schema --- Behavior Treatment --- Treatment, Behavior --- Health Care Economics --- Health Economics --- Healthcare Economics --- Care Economic, Health --- Economic, Health --- Economic, Health Care --- Economic, Healthcare --- Economics, Health Care --- Health Care Economic --- Health Economic --- Healthcare Economic --- Behavior Change Techniques --- Behavior Change Technique --- Technique, Behavior Change --- United States. --- United States --- DoD TRICARE Management Activity (U.S.) --- TMA (TRICARE Management Activity) --- TRICARE Management Activity (U.S.) --- Psychology --- Names. --- Isonymy --- Isonymies --- Name --- Factors, Psychological --- Psychological Factors --- Psychological Side Effects --- Psychologists --- Psychosocial Factors --- Side Effects, Psychological --- Factor, Psychological --- Factor, Psychosocial --- Factors, Psychosocial --- Psychological Factor --- Psychological Side Effect --- Psychologist --- Psychosocial Factor --- Side Effect, Psychological