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Position:
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Research Associate |
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E-Mail:
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(E-Mail as image for Spam-Protection)
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Phone:
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+49 (0) 681 / 302 - 64741 |
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Fax:
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+49 (0) 681 / 302 - 64737 |
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Twitter:
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MissCappucccino
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Office Hours:
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On appointment via email.
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Simone Orth works as research associate at the chair of business administration esp. ISS. She did her master studies in business administration with specialization in marketing, distribution and business informatics at Göttingen University (M.Sc.). During her studies, she completed an internship at Deutsche Lufthansa AG in Frankfurt/Main in the department of Miles & More. Furthermore, she did an internship at Abercrombie & Kent Europe Ltd. in the United Kingdom.
During her master thesis she was concerned with the subject of complaint management. She examined the influence of the complaint management communication (service guarantee) on customer satisfaction and customer behavior after the complaint. The study was carried out using an experiment. Her research focus is in the area of customer loyalty management, CRM-systems and brand value.
Teaching Assistance:
Publications:
Auswirkungen von effektivem Beschwerdemanagement auf die Beziehungsqualität zwischen Unternehmen und Kunden sowie das Postcomplaint-Verhalten – Eine experimentelle Betrachtung, Master-Thesis, Georg-August-Universität Göttingen, 2011.
BibTeX
Web 2.0 als Instrument des Kundenbindungsmanagements am Beispiel Luftverkehr, Diplomarbeit, Fachhochschule Worms, 2009.
BibTeX