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Arbeits- und Organisationspsychologie pp 667–688Cite as

Steuerung der Dienstleistungsqualität

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Zusammenfassung

Zur Steuerung der Dienstleistungsqualität werden Prozeduren und Aktivitäten beeinflusst, die in der Organisation die Leistungserbringung vorbereiten und unterstützen. Dazu zählt das Dienstleistungsklima, durch dessen gezielte Gestaltung die Qualitätswahrnehmung der Kunden gesteuert werden kann. Zur Beeinflussung der Kunden kann das Setting, d. h. das räumliche und zeitliche Umfeld, in dem die Dienstleistung erbracht wird, gestaltet werden. Durch gezielte Auswahl wird versucht, solche Mitarbeiter zu gewinnen, die den Anforderungen an die Tätigkeit im Kundenkontakt entsprechen. Durch Training lässt sich das Verhalten der Mitarbeiter im Kontakt mit Kunden verbessern. Ein wichtiges Prinzip der Arbeitsgestaltung für Kundenkontaktpersonal bildet das Empowerment: Der damit verbundene, erweiterte Handlungsspielraum ermöglicht es den Mitarbeitern, sich besser auf die jeweiligen Kunden einzustellen.

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  1. Universität Rostock, Rostock, Deutschland

    Prof. Dr. Friedemann W. Nerdinger

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Nerdinger, F.W. (2019). Steuerung der Dienstleistungsqualität. In: Arbeits- und Organisationspsychologie. Springer-Lehrbuch. Springer, Berlin, Heidelberg. https://doi.org/10.1007/978-3-662-56666-4_32

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