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Service Value aus Kundensicht – Kundenaktivitäten als Ausgangspunkt

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Interaktive Wertschöpfung durch Dienstleistungen

Zusammenfassung

Aktivitäten, die in klassischen Dienstleitungsprozessen vom Dienstleister für den Kunden durchgeführt werden, werden bei der Neugestaltung immer häufiger an den Kunden übertragen; dies wird auch als Externalisierung bezeichnet (Corsten 2000). Das Ausmaß der Aktivitäten, die der Kunde im Dienstleistungsprozess übernimmt, ist dabei unterschiedlich. Zeithaml et al. (2006, S. 321f.) differenzieren zwischen drei Graden, je nachdem wie hoch der Anteil an Kundenaktivitäten im Dienstleistungsprozess ist: Selbstbedienungs-Dienstleistungen werden größtenteils vom Kunden alleine ausgeführt, interaktive Dienstleistungen sind durch die starke Interaktion im Dienstleitungsprozess zwischen Anbieter und Kunde geprägt und Remote Services werden vom Anbieter ohne große Kundenbeteiligung ausgeführt.

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Authors and Affiliations

  1. Hagen, Deutschland

    Martin Eggert Dipl.-Kfm. & Prof. Dr. Sabine Fließ

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  1. Martin Eggert Dipl.-Kfm.
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  2. Prof. Dr. Sabine Fließ
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Correspondence to Martin Eggert Dipl.-Kfm. .

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  1. Abteilung Marketing und Unternehmensführung, Universität Basel, Basel, Switzerland

    Manfred Bruhn

  2. Institut für Marketing & Management Lehrstuhl für Dienstleistungsmanagement, Universität Hohenheim, Stuttgart, Germany

    Karsten Hadwich

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Eggert, M., Fließ, S. (2015). Service Value aus Kundensicht – Kundenaktivitäten als Ausgangspunkt. In: Bruhn, M., Hadwich, K. (eds) Interaktive Wertschöpfung durch Dienstleistungen. Springer Gabler, Wiesbaden. https://doi.org/10.1007/978-3-658-08518-6_5

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  • DOI: https://doi.org/10.1007/978-3-658-08518-6_5

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