Document (#23879)

Author

Stubbe, H.

Title

Wege zu mehr Kundenzufriedenheit in der Informationsvermittlung

Source

Information Research & Content Management: Orientierung, Ordnung und Organisation im Wissensmarkt; 23. DGI-Online-Tagung der DGI und 53. Jahrestagung der Deutschen Gesellschaft für Informationswissenschaft und Informationspraxis e.V. DGI, Frankfurt am Main, 8.-10.5.2001. Proceedings. Hrsg.: R. Schmidt

Imprint

Frankfurt am Main : DGI

Year

2001

Pages

S.141

Series

Tagungen der Deutschen Gesellschaft für Informationswissenschaft und Informationspraxis; 4

Abstract

Kundenzufriedenheit ist die Basis für eine längerfristige Zusammenarbeit zwischen Informationsvermittlern und internen oder externen Informationsnachfragern. Sie ist daher eine wichtige oder die wichtigste Zielgrösse im Informationsmarketing. Dabei gilt es jedoch, ein Optimum zwischen den Zielen »minimale Kosten« und »maximale Zufriedenheit der Kunden« zu finden. In der Praxis kommt es immer wieder vor, dass zwischen den Erwartungen von Kunden und den gelieferten Ergebnissen von Rechercheuren Diskrepanzen bestehen. Sei es, dass für ein Recherchethema nur eine geringe Anzahl von Datenbanken existiert, sei es, dass die Informationen sich geografisch auf andere Gebiete erstrecken als erwünscht, sei es, dass die Form und Aufbereitung der Recherche als nicht ansprechend empfunden wird oder aus sonstigen anderen Gründen. Was für Rechercheure selbstverständlich und selbsterklärend ist, ist oft beim Kunden erklärungsbedürftig. Folglich sind Kunden enttäuscht von Ihrem Dienstleister. Es ist empfehlenswert, in folgenden Stufen vorzugehen, die im einzelnen anhand von Praxisbeispielen erläutert werden: 1. Ermitteln der Kriterien für Kundenzufriedenheit: 2. Messen der Kundenzufriedenheit; 3. Ermitteln der Möglichkeiten zur Steigerung der Zufriedenheit; 4. Ermitteln der entstehenden Kosten für eine Steigerung der Zufriedenheit; 5. Kosten-/Nutzen Vergleich; 6. Festlegung von Massnahmen; 7. Durchführung der Massnahmen; 8. Ergebniscontrolling

Content

Nur Abstract

Theme

Informationsdienstleistungen

Similar documents (content)

1. Nieting, F.: Kommerzielle Online-Archive in Öffentlichen Bibliotheken der ersten Stufe (1999) 0.09

   0.08952374 = sum of:
     0.08952374 = product of:
       0.5595234 = sum of:
         0.03732602 = weight(abstract_txt:oder in 5104) [ClassicSimilarity], result of:
           0.03732602 = score(doc=5104,freq=1.0), product of:
             0.08009774 = queryWeight, product of:
               1.5372982 = boost
               4.2606254 = idf(docFreq=1670, maxDocs=43556)
               0.01222894 = queryNorm
             0.4660059 = fieldWeight in 5104, product of:
               1.0 = tf(freq=1.0), with freq of:
                 1.0 = termFreq=1.0
               4.2606254 = idf(docFreq=1670, maxDocs=43556)
               0.109375 = fieldNorm(doc=5104)
         0.055394135 = weight(abstract_txt:eine in 5104) [ClassicSimilarity], result of:
           0.055394135 = score(doc=5104,freq=4.0), product of:
             0.07225722 = queryWeight, product of:
               1.6860017 = boost
               3.5045679 = idf(docFreq=3558, maxDocs=43556)
               0.01222894 = queryNorm
             0.7666242 = fieldWeight in 5104, product of:
               2.0 = tf(freq=4.0), with freq of:
                 4.0 = termFreq=4.0
               3.5045679 = idf(docFreq=3558, maxDocs=43556)
               0.109375 = fieldNorm(doc=5104)
         0.27401724 = weight(abstract_txt:ermitteln in 5104) [ClassicSimilarity], result of:
           0.27401724 = score(doc=5104,freq=1.0), product of:
             0.3025504 = queryWeight, product of:
               2.987768 = boost
               8.280605 = idf(docFreq=29, maxDocs=43556)
               0.01222894 = queryNorm
             0.9056912 = fieldWeight in 5104, product of:
               1.0 = tf(freq=1.0), with freq of:
                 1.0 = termFreq=1.0
               8.280605 = idf(docFreq=29, maxDocs=43556)
               0.109375 = fieldNorm(doc=5104)
         0.19278601 = weight(abstract_txt:kunden in 5104) [ClassicSimilarity], result of:
           0.19278601 = score(doc=5104,freq=1.0), product of:
             0.26341614 = queryWeight, product of:
               3.2191303 = boost
               6.69137 = idf(docFreq=146, maxDocs=43556)
               0.01222894 = queryNorm
             0.7318686 = fieldWeight in 5104, product of:
               1.0 = tf(freq=1.0), with freq of:
                 1.0 = termFreq=1.0
               6.69137 = idf(docFreq=146, maxDocs=43556)
               0.109375 = fieldNorm(doc=5104)
       0.16 = coord(4/25)
   

2. Lankenau, I.; Schultheiß, G.F.: Auswirkungen der modernen Informationstechnik auf das Dienstleistungsangebot von Bibliotheken und Dokumentationseinrichtungen (1993) 0.08

   0.07712592 = sum of:
     0.07712592 = product of:
       0.48203704 = sum of:
         0.07925616 = weight(abstract_txt:entstehenden in 6447) [ClassicSimilarity], result of:
           0.07925616 = score(doc=6447,freq=1.0), product of:
             0.1016776 = queryWeight, product of:
               8.314507 = idf(docFreq=28, maxDocs=43556)
               0.01222894 = queryNorm
             0.779485 = fieldWeight in 6447, product of:
               1.0 = tf(freq=1.0), with freq of:
                 1.0 = termFreq=1.0
               8.314507 = idf(docFreq=28, maxDocs=43556)
               0.09375 = fieldNorm(doc=6447)
         0.083576724 = weight(abstract_txt:dienstleister in 6447) [ClassicSimilarity], result of:
           0.083576724 = score(doc=6447,freq=1.0), product of:
             0.10534004 = queryWeight, product of:
               1.0178508 = boost
               8.462927 = idf(docFreq=24, maxDocs=43556)
               0.01222894 = queryNorm
             0.7933994 = fieldWeight in 6447, product of:
               1.0 = tf(freq=1.0), with freq of:
                 1.0 = termFreq=1.0
               8.462927 = idf(docFreq=24, maxDocs=43556)
               0.09375 = fieldNorm(doc=6447)
         0.15395902 = weight(abstract_txt:kosten in 6447) [ClassicSimilarity], result of:
           0.15395902 = score(doc=6447,freq=1.0), product of:
             0.22830413 = queryWeight, product of:
               2.5954034 = boost
               7.1931663 = idf(docFreq=88, maxDocs=43556)
               0.01222894 = queryNorm
             0.6743593 = fieldWeight in 6447, product of:
               1.0 = tf(freq=1.0), with freq of:
                 1.0 = termFreq=1.0
               7.1931663 = idf(docFreq=88, maxDocs=43556)
               0.09375 = fieldNorm(doc=6447)
         0.16524515 = weight(abstract_txt:kunden in 6447) [ClassicSimilarity], result of:
           0.16524515 = score(doc=6447,freq=1.0), product of:
             0.26341614 = queryWeight, product of:
               3.2191303 = boost
               6.69137 = idf(docFreq=146, maxDocs=43556)
               0.01222894 = queryNorm
             0.62731594 = fieldWeight in 6447, product of:
               1.0 = tf(freq=1.0), with freq of:
                 1.0 = termFreq=1.0
               6.69137 = idf(docFreq=146, maxDocs=43556)
               0.09375 = fieldNorm(doc=6447)
       0.16 = coord(4/25)
   

3. Eckhardt, T.; Weisel, L.: Frequently Asked Questions als Instrument der Informationsberatung oder Elektronische Antworten auf ungestellte Fragen? (1996) 0.08

   0.07523186 = sum of:
     0.07523186 = product of:
       0.62693214 = sum of:
         0.04459975 = weight(abstract_txt:zwischen in 5316) [ClassicSimilarity], result of:
           0.04459975 = score(doc=5316,freq=1.0), product of:
             0.112871975 = queryWeight, product of:
               1.8249083 = boost
               5.0577374 = idf(docFreq=752, maxDocs=43556)
               0.01222894 = queryNorm
             0.39513573 = fieldWeight in 5316, product of:
               1.0 = tf(freq=1.0), with freq of:
                 1.0 = termFreq=1.0
               5.0577374 = idf(docFreq=752, maxDocs=43556)
               0.078125 = fieldNorm(doc=5316)
         0.13770428 = weight(abstract_txt:kunden in 5316) [ClassicSimilarity], result of:
           0.13770428 = score(doc=5316,freq=1.0), product of:
             0.26341614 = queryWeight, product of:
               3.2191303 = boost
               6.69137 = idf(docFreq=146, maxDocs=43556)
               0.01222894 = queryNorm
             0.52276325 = fieldWeight in 5316, product of:
               1.0 = tf(freq=1.0), with freq of:
                 1.0 = termFreq=1.0
               6.69137 = idf(docFreq=146, maxDocs=43556)
               0.078125 = fieldNorm(doc=5316)
         0.44462812 = weight(abstract_txt:kundenzufriedenheit in 5316) [ClassicSimilarity], result of:
           0.44462812 = score(doc=5316,freq=1.0), product of:
             0.57545143 = queryWeight, product of:
               4.75797 = boost
               9.890043 = idf(docFreq=5, maxDocs=43556)
               0.01222894 = queryNorm
             0.77265966 = fieldWeight in 5316, product of:
               1.0 = tf(freq=1.0), with freq of:
                 1.0 = termFreq=1.0
               9.890043 = idf(docFreq=5, maxDocs=43556)
               0.078125 = fieldNorm(doc=5316)
       0.12 = coord(3/25)
   

4. Brantl, M.; Ceynowa, K.; Fabian, C.; Messmer, G.; Schäfer, I.: Massendigitalisierung deutscher Drucke des 16. Jahrhunderts : ein Erfahrungsbericht der Bayerischen Staatsbibliothek (2009) 0.07

   0.07040378 = sum of:
     0.07040378 = product of:
       0.44002363 = sum of:
         0.01978362 = weight(abstract_txt:eine in 2186) [ClassicSimilarity], result of:
           0.01978362 = score(doc=2186,freq=1.0), product of:
             0.07225722 = queryWeight, product of:
               1.6860017 = boost
               3.5045679 = idf(docFreq=3558, maxDocs=43556)
               0.01222894 = queryNorm
             0.27379435 = fieldWeight in 2186, product of:
               1.0 = tf(freq=1.0), with freq of:
                 1.0 = termFreq=1.0
               3.5045679 = idf(docFreq=3558, maxDocs=43556)
               0.078125 = fieldNorm(doc=2186)
         0.043070965 = weight(abstract_txt:dass in 2186) [ClassicSimilarity], result of:
           0.043070965 = score(doc=2186,freq=1.0), product of:
             0.121376276 = queryWeight, product of:
               2.1851652 = boost
               4.5421424 = idf(docFreq=1260, maxDocs=43556)
               0.01222894 = queryNorm
             0.35485488 = fieldWeight in 2186, product of:
               1.0 = tf(freq=1.0), with freq of:
                 1.0 = termFreq=1.0
               4.5421424 = idf(docFreq=1260, maxDocs=43556)
               0.078125 = fieldNorm(doc=2186)
         0.18144244 = weight(abstract_txt:kosten in 2186) [ClassicSimilarity], result of:
           0.18144244 = score(doc=2186,freq=2.0), product of:
             0.22830413 = queryWeight, product of:
               2.5954034 = boost
               7.1931663 = idf(docFreq=88, maxDocs=43556)
               0.01222894 = queryNorm
             0.7947401 = fieldWeight in 2186, product of:
               1.4142135 = tf(freq=2.0), with freq of:
                 2.0 = termFreq=2.0
               7.1931663 = idf(docFreq=88, maxDocs=43556)
               0.078125 = fieldNorm(doc=2186)
         0.1957266 = weight(abstract_txt:ermitteln in 2186) [ClassicSimilarity], result of:
           0.1957266 = score(doc=2186,freq=1.0), product of:
             0.3025504 = queryWeight, product of:
               2.987768 = boost
               8.280605 = idf(docFreq=29, maxDocs=43556)
               0.01222894 = queryNorm
             0.6469223 = fieldWeight in 2186, product of:
               1.0 = tf(freq=1.0), with freq of:
                 1.0 = termFreq=1.0
               8.280605 = idf(docFreq=29, maxDocs=43556)
               0.078125 = fieldNorm(doc=2186)
       0.16 = coord(4/25)
   

5. Erbach, G.: Sprachdialogsysteme für Telefondienste : Stand der Technik und zukünftige Entwicklungen (2000) 0.06

   0.06397339 = sum of:
     0.06397339 = product of:
       0.31986693 = sum of:
         0.07584593 = weight(abstract_txt:empfunden in 554) [ClassicSimilarity], result of:
           0.07584593 = score(doc=554,freq=1.0), product of:
             0.1293855 = queryWeight, product of:
               1.1280547 = boost
               9.379218 = idf(docFreq=9, maxDocs=43556)
               0.01222894 = queryNorm
             0.58620113 = fieldWeight in 554, product of:
               1.0 = tf(freq=1.0), with freq of:
                 1.0 = termFreq=1.0
               9.379218 = idf(docFreq=9, maxDocs=43556)
               0.0625 = fieldNorm(doc=554)
         0.03016398 = weight(abstract_txt:oder in 554) [ClassicSimilarity], result of:
           0.03016398 = score(doc=554,freq=2.0), product of:
             0.08009774 = queryWeight, product of:
               1.5372982 = boost
               4.2606254 = idf(docFreq=1670, maxDocs=43556)
               0.01222894 = queryNorm
             0.37658963 = fieldWeight in 554, product of:
               1.4142135 = tf(freq=2.0), with freq of:
                 2.0 = termFreq=2.0
               4.2606254 = idf(docFreq=1670, maxDocs=43556)
               0.0625 = fieldNorm(doc=554)
         0.02238261 = weight(abstract_txt:eine in 554) [ClassicSimilarity], result of:
           0.02238261 = score(doc=554,freq=2.0), product of:
             0.07225722 = queryWeight, product of:
               1.6860017 = boost
               3.5045679 = idf(docFreq=3558, maxDocs=43556)
               0.01222894 = queryNorm
             0.30976295 = fieldWeight in 554, product of:
               1.4142135 = tf(freq=2.0), with freq of:
                 2.0 = termFreq=2.0
               3.5045679 = idf(docFreq=3558, maxDocs=43556)
               0.0625 = fieldNorm(doc=554)
         0.0356798 = weight(abstract_txt:zwischen in 554) [ClassicSimilarity], result of:
           0.0356798 = score(doc=554,freq=1.0), product of:
             0.112871975 = queryWeight, product of:
               1.8249083 = boost
               5.0577374 = idf(docFreq=752, maxDocs=43556)
               0.01222894 = queryNorm
             0.31610858 = fieldWeight in 554, product of:
               1.0 = tf(freq=1.0), with freq of:
                 1.0 = termFreq=1.0
               5.0577374 = idf(docFreq=752, maxDocs=43556)
               0.0625 = fieldNorm(doc=554)
         0.1557946 = weight(abstract_txt:kunden in 554) [ClassicSimilarity], result of:
           0.1557946 = score(doc=554,freq=2.0), product of:
             0.26341614 = queryWeight, product of:
               3.2191303 = boost
               6.69137 = idf(docFreq=146, maxDocs=43556)
               0.01222894 = queryNorm
             0.5914391 = fieldWeight in 554, product of:
               1.4142135 = tf(freq=2.0), with freq of:
                 2.0 = termFreq=2.0
               6.69137 = idf(docFreq=146, maxDocs=43556)
               0.0625 = fieldNorm(doc=554)
       0.2 = coord(5/25)