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Förderung einer positiven Kunden-Mitarbeiter-Interaktion mittels intelligenter Sprachanalysetechnologien

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Dienstleistungen 4.0

Zusammenfassung

Der Kunden-Mitarbeiter-Interaktion wird im Dienstleistungsprozess eine zentrale Bedeutung zugeschrieben, da sie einen starken Einfluss auf den Erfolg einer Dienstleistung hat. Die Technisierung und Digitalisierung eröffnen neue Möglichkeiten in Bezug auf die Analyse von Interaktionen zwischen Kundenkontaktmitarbeitern und Kunden. Das Einsatzpotenzial der quantitativen, automatisierten Sprachanalyse im Servicekontext wird im vorliegenden Beitrag konzeptionell und theoretisch fundiert untersucht sowie kritisch überprüft. Dabei wird der Frage nachgegangen, inwiefern die Sprachanalyse als ein wirkungsvolles Instrument zur Förderung einer positiven Kunden-Mitarbeiter-Interaktion anzusehen ist.

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  1. LS Unternehmensführung, Universität Hohenheim, Schwerzstr. 42, 70593, Stuttgart, Deutschland

    Ellen Weber

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  1. Universität Basel, Basel, Switzerland

    Manfred Bruhn

  2. Universität Hohenheim , Stuttgart, Germany

    Karsten Hadwich

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Weber, E. (2017). Förderung einer positiven Kunden-Mitarbeiter-Interaktion mittels intelligenter Sprachanalysetechnologien. In: Bruhn, M., Hadwich, K. (eds) Dienstleistungen 4.0. Springer Gabler, Wiesbaden. https://doi.org/10.1007/978-3-658-17552-8_9

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