Stiefel DR Schwarz MARTENS Bianca Damen wwqxA4O Stiefel DR Schwarz MARTENS Bianca Damen wwqxA4O Stiefel DR Schwarz MARTENS Bianca Damen wwqxA4O Stiefel DR Schwarz MARTENS Bianca Damen wwqxA4O Stiefel DR Schwarz MARTENS Bianca Damen wwqxA4O Stiefel DR Schwarz MARTENS Bianca Damen wwqxA4O

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Stiefel DR Schwarz MARTENS Bianca Damen wwqxA4O

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  1. 1.Fak. WiWi / LS MarketingUniversität DresdenDresdenStiefel Bianca Schwarz Damen DR MARTENS Deutschland
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Zusammenfassung

Der vorliegende Beitrag hat das Ziel, einen Überblick über die aktuelle Forschung zur digitalen Dialogkommunikation zu geben und dabei die Eignung von digitalen, interaktiven Kommunikationsinstrumenten für den Einsatz im online Kundenservice zu diskutieren. Neu dabei ist, dass nicht nur die Anforderungen der Kunden an die Servicequalität digitaler Kommunikationsangebote erörtert werden, sondern auch, dass die Rolle des Servicemitarbeitenden eingehend Beachtung findet.

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