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https://doi.org/10.21256/zhaw-4040| Publication type: | Article in scientific journal |
| Type of review: | Peer review (publication) |
| Title: | Umgang mit heterogenen Kundengruppen |
| Authors: | Flick Witzig, Martina Ute Stoelker Reithaar, Barbara Doris Schmidhauser, Beda |
| DOI: | 10.21256/zhaw-4040 10.5334/ssas.87 |
| Published in: | Yearbook of Swiss Administrative Science |
| Page(s): | 181 |
| Pages to: | 195 |
| Issue Date: | 31-Dec-2015 |
| Publisher / Ed. Institution: | Schweizerische Gesellschaft für Verwaltungswissenschaften |
| ISSN: | 2296-8717 2296-8725 |
| Language: | German |
| Subjects: | Public management; Customer orientation; Heterogeneity |
| Subject (DDC): | 350: Public administration |
| Abstract: | In the literature on public management, the customer plays a prominent role. At the same time, however, the term „customer“ is treated with a certain amount of vagueness. In particular, little attention is paid to the fact that employees in public offices are confronted with a pronounced heterogeneity in the customer structure they have to deal with. The aim of the article is to describe what customer orientation means in public management today, and the role that the aspect of heterogeneity plays in this respect. In addition, an analysis is made of the factors which have an influence on the treatment of heterogeneous customer groups. Recommendations are then derived from the relevant findings. |
| URI: | https://digitalcollection.zhaw.ch/handle/11475/12845 |
| Fulltext version: | Published version |
| License (according to publishing contract): | CC BY 4.0: Attribution 4.0 International |
| Departement: | School of Management and Law |
| Organisational Unit: | Institute of Public Management (IVM) |
| Appears in collections: | Publikationen School of Management and Law |
Files in This Item:
| File | Description | Size | Format | |
|---|---|---|---|---|
| SGVW Jahrbuch 15_Umgang mit heterogenen-1.pdf | 69.29 kB | Adobe PDF |  View/Open |
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Flick Witzig, M. U., Stoelker Reithaar, B. D., & Schmidhauser, B. (2015). Umgang mit heterogenen Kundengruppen. Yearbook of Swiss Administrative Science, 181–195. https://doi.org/10.21256/zhaw-4040
Flick Witzig, M.U., Stoelker Reithaar, B.D. and Schmidhauser, B. (2015) ‘Umgang mit heterogenen Kundengruppen’, Yearbook of Swiss Administrative Science, pp. 181–195. Available at: https://doi.org/10.21256/zhaw-4040.
M. U. Flick Witzig, B. D. Stoelker Reithaar, and B. Schmidhauser, “Umgang mit heterogenen Kundengruppen,” Yearbook of Swiss Administrative Science, pp. 181–195, Dec. 2015, doi: 10.21256/zhaw-4040.
FLICK WITZIG, Martina Ute, Barbara Doris STOELKER REITHAAR und Beda SCHMIDHAUSER, 2015. Umgang mit heterogenen Kundengruppen. Yearbook of Swiss Administrative Science. 31 Dezember 2015. S. 181–195. DOI 10.21256/zhaw-4040
Flick Witzig, Martina Ute, Barbara Doris Stoelker Reithaar, and Beda Schmidhauser. 2015. “Umgang mit heterogenen Kundengruppen.” Yearbook of Swiss Administrative Science, December, 181–95. https://doi.org/10.21256/zhaw-4040.
Flick Witzig, Martina Ute, et al. “Umgang mit heterogenen Kundengruppen.” Yearbook of Swiss Administrative Science, Dec. 2015, pp. 181–95, https://doi.org/10.21256/zhaw-4040.
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