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Produktivitätssteigerung in der Aus- und Weiterbildung durch Service Engineering (ProduSE)

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Produktivität von Dienstleistungen

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Zusammenfassung

IT-gestützte Lerndienstleistungen (ITLDL) spielen eine zunehmend wichtige Rolle in der Lerndienstleistungsindustrie. Trotz der Tatsache, dass die Wichtigkeit einer ganzheitlichen Bewertung der Qualität der ITLDL in der Literatur betont wird, um übertragebare Forschungsergebnisse auf vielfache Dimensionen abzuleiten, wurde dies bisher nicht untersucht. Um diese Lücke zu bestimmen, wurden zuerst die bestehenden Erkenntnisse hinsichtlich Struktur, Empfänger-Prädisposition, Prozess und Ergebnisqualität von ITLDL dargestellt und ein umfassender Ansatz entwickelt, um die ITLDL-Qualität zu messen. Darauf aufbauend wurde das Forschungsmodell abgeleitet und die Wichtigkeit der verschiedenen Konstrukte der ITLDL-Qualität untersucht. Für die Entwicklung des ITLDL-Qualitätsmodells basieren die Ergebnisse auf dem Wissensbestand der Literatur, einem Fokusgruppen-Workshop und einem Item-basierten Konzept. Danach sind Angaben von 163 ITLDL Softwaretraining-Teilnehmern gesammelt wurden, um den Ansatz und das Forschungsmodell empirisch auszuwerten. Das Kernergebnis der Untersuchung ist das ITLDL-Qualitätsmodell, welches eine neu entwickelte ITLDL-Prozessdimension beinhaltet.

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Notes

  1. 1.

    Siehe Original-Manuskript: Bitzer et al. [9].

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Authors and Affiliations

  1. Fachgebiet Wirtschaftsinformatik, Universität Kassel, Kassel, Deutschland

    Philipp Bitzer Dipl.-Kfm., Eike M. Hirdes Dipl.-Wirt.-Inf., Katja Lehmann Dipl.-Hdl. & Jan Marco Leimeister Prof. Dr.

  2. ITMC – IT-Management und -Consulting, Universität Hamburg, Hamburg, Deutschland

    Sharif Amrou Dipl.-Wirt.-Inf., Tilo Böhmann Prof. Dr. & Martin Semmann M. Sc.

  3. Lehrstuhl für Industrial Sales Engineering, Ruhr-Universität Bochum, Bochum, Deutschland

    Frank Wortmann M. Sc. & Joachim Zülch Prof. Dr.

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Correspondence to Sharif Amrou Dipl.-Wirt.-Inf. , Philipp Bitzer Dipl.-Kfm. , Martin Semmann M. Sc. or Frank Wortmann M. Sc. .

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    Klaus Möller

  2. Universität Augsburg, Augsburg, Germany

    Wolfgang Schultze

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Amrou, S. et al. (2014). Produktivitätssteigerung in der Aus- und Weiterbildung durch Service Engineering (ProduSE). In: Möller, K., Schultze, W. (eds) Produktivität von Dienstleistungen. Springer Gabler, Wiesbaden. https://doi.org/10.1007/978-3-658-04086-4_7

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