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Service-Strategie

  • Jan Marco LeimeisterEmail author
Chapter

Zusammenfassung

Dieses Kapitel beschäftigt sich mit der Dienstleistungsstrategie, welche Ziele festlegt, die mit dem Angebot von Dienstleistungen adressiert werden sollen. Zunächst wird die Strategieentwicklung in ihren einzelnen Phasen vorgestellt und dabei auf unternehmensinterne und -externe Einflussfaktoren eingegangen. Die Festlegung der Dienstleistungsstrategie erfolgt auf Basis von Situationsanalyse und Zielformulierung sowie der darauf aufbauenden Planung des Dienstleistungsportfolios und der Dienstleistungsorganisation. Dabei wird auf die Besonderheiten, die sich aus den Eigenschaften von (digitalen) Dienstleistungen ergeben, bei der Ausgestaltung der Methoden näher eingegangen.

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Copyright information

© Springer-Verlag Berlin Heidelberg 2020

Authors and Affiliations

  1. 1.Direktor Institut für Wirtschaftsinformatik (IWI HSG)Universität St. GallenSt. GallenSchweiz

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