Zusammenfassung
Der Begriff ‚Feedbackmanagement‘ wird zwar im Kontext des Customer Relationship Management viel verwendet (u. a. Beasty 2007; Musico 2009; McCay 2009), aber kaum in begrifflicher und konzeptioneller Hinsicht diskutiert. ‚Feedback‘ ist im Kern ein interpersonales Konstrukt und bezeichnet eine Rückmeldung an eine Person, wie deren Verhalten wahrgenommen bzw. verstanden wird und was dieses Verhalten bewirkt. Mit der Information über die Fremdwahrnehmung der Person geht meist die Absicht einher, eine Reflexion der Selbstwahrnehmung einzuleiten und bestimmte Verhaltensweisen zu stärken, andere zu ändern. In diesem Sinne stellen Feedbacks im innerbetrieblichen Kontext ein wesentliches Element von Mitarbeitergesprächen dar (Mentzel et al. 2009).
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Stauss, B. (2011). Feedbackmanagement. In: Hippner, H., Hubrich, B., Wilde, K.D. (eds) Grundlagen des CRM. Gabler. https://doi.org/10.1007/978-3-8349-6618-6_15
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