Feedback management
Feedback management , composed of the words feedback in the sense of communicative feedback to a person, how their behavior is perceived or understood and engl. to manage = to handle something, to deal with is an instrument of quality management .
The Enterprise Feedback Management is an element of the business customer relationship management and marketing . With the adoption of private management techniques , feedback management has also found its way into public administration .
Feedback management is an expression of customer orientation and describes, here and there, a comprehensive form of dialogue with customers and citizens, who are allowed to speak, and should be. In-house context also provides feedback management is an essential element of employee interviews . The on complaints limited and negative feedback complaint management is part of the broader feedback management that captures the full range of communication and is also dedicated to suggestions, praise and constructive criticism.
Web links
- Customer feedback. 200 large companies on how they deal with customer criticism FAZ Institute, March 2013. ISBN 978-3-89981-363-0
literature
Dainton Nora: Feedback in higher education. utb / Haupt Verlag, Bern 2018, ISBN 978-3-8252-4891-8
Individual evidence
- ↑ Ute Schlüter: Implementation of a Quality Strategy in Feedback Management Using the Example of a University Library in Berlin Handouts for Library and Information Science, Issue 323, Humboldt University of Berlin 2012. ISSN 1438-7662
- ↑ Feedback management: Shaping the university in dialogue - increasing quality TH Köln, accessed on May 13, 2017
- ↑ Feedback management of the Security Department of the City of Zurich. Retrieved December 12, 2019 .
- ↑ Bernd Stauss : Feedback Management in: Fundamentals of CRM: Strategy, Business Processes and IT Support , ed. by Hajo Hippner, Beate Hubrich, Klaus D. Wilde, Springer 2011, pp. 441–473