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Dienstleistungsqualität

  • Jan Marco LeimeisterEmail author
Chapter

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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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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