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Dienstleistungsqualität

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Dienstleistungsengineering und -management

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Zusammenfassung

Dieses Kapitel gibt einen Überblick über verschiedene Ansätze zur Bestimmung und Sicherstellung von Qualität im Dienstleistungskontext. Zunächst wird das Konzept der Dienstleistungsqualität aus verschiedenen Perspektiven beleuchtet und von Nutzerzufriedenheit abgegrenzt. Im Anschluss werden Ansätze zur Messung von Dienstleistungsqualität bei personenbasierten und technologiebasierten Dienstleistungen diskutiert. Zum Abschluss wird diskutiert, wie Unternehmen die Sicherstellung von Qualitätsstandards über die Zeit sicherstellen können.

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Authors and Affiliations

  1. Direktor Institut für Wirtschaftsinformatik (IWI HSG), Universität St. Gallen, St. Gallen, Schweiz

    Prof. Dr. Jan Marco Leimeister

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  1. Prof. Dr. Jan Marco Leimeister
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Correspondence to Jan Marco Leimeister .

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Leimeister, J. (2020). Dienstleistungsqualität. In: Dienstleistungsengineering und -management. Springer Gabler, Berlin, Heidelberg. https://doi.org/10.1007/978-3-662-59858-0_9

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  • DOI: https://doi.org/10.1007/978-3-662-59858-0_9

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  • Publisher Name: Springer Gabler, Berlin, Heidelberg

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  • Online ISBN: 978-3-662-59858-0

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