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Komplexität interner Dienstleistungen als Treiber des internen Service Value

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Service Value als Werttreiber

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Zusammenfassung

Die Werthaltigkeit einer Dienstleistung aus Kundensicht ist zweifellos ein wesentlicher Treiber für den ökonomischen Erfolg von Unternehmen (Grönroos/Voima 2013). Folglich spielt der wahrgenommene Wert einer Dienstleistung (Service Value) bereits seit vielen Jahren sowohl in der wissenschaftlichen Literatur als auch in der Praxis eine entscheidende Rolle (Cronin et al. 1997). Entsprechend sind sich Wissenschaft und Praxis einig, der Service Value ist für den Erfolg und das Bestehen von Unternehmen am Markt unerlässlich (Bolton/Drew 1991; Lam et al. 2004).

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Authors and Affiliations

  1. Institut für BWL (510P), Universität Hohenheim, Wollgrasweg 23, 70593, Stuttgart, Deutschland

    Prof. Dr. Karsten Hadwich

  2. Lehrstuhl für Dienstleistungsmgt .(570D), Universität Hohenheim, Wollgrasweg 23, 70593, Stuttgart, Deutschland

    Corina Keller M. Sc.

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  1. Prof. Dr. Karsten Hadwich
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  2. Corina Keller M. Sc.
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Correspondence to Karsten Hadwich .

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  1. Wirtschaftswissenschaftliche Fakultät, Universität Basel, Basel, Switzerland

    Manfred Bruhn

  2. Institut für BWL (510P), Universität Hohenheim, Stuttgart, Germany

    Karsten Hadwich

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Hadwich, K., Keller, C. (2014). Komplexität interner Dienstleistungen als Treiber des internen Service Value. In: Bruhn, M., Hadwich, K. (eds) Service Value als Werttreiber. Springer Gabler, Wiesbaden. https://doi.org/10.1007/978-3-658-02140-5_16

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  • DOI: https://doi.org/10.1007/978-3-658-02140-5_16

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