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Digitale Dialogkommunikation im Online-Kundenservice

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Zusammenfassung

Der vorliegende Beitrag hat das Ziel, einen Überblick über die aktuelle Forschung zur digitalen Dialogkommunikation zu geben und dabei die Eignung von digitalen, interaktiven Kommunikationsinstrumenten für den Einsatz im online Kundenservice zu diskutieren. Neu dabei ist, dass nicht nur die Anforderungen der Kunden an die Servicequalität digitaler Kommunikationsangebote erörtert werden, sondern auch, dass die Rolle des Servicemitarbeitenden eingehend Beachtung findet.

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Authors and Affiliations

  1. Fak. WiWi / LS Marketing, Universität Dresden, Helmholtzstr. 10, 01062, Dresden, Deutschland

    Josephine Dölz, Sascha Weiner & Univ.-Prof. Dr. Florian U. Siems

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  1. Josephine Dölz
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  2. Sascha Weiner
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  3. Univ.-Prof. Dr. Florian U. Siems
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Correspondence to Josephine Dölz .

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  1. Universität Basel, Basel, Switzerland

    Manfred Bruhn

  2. Universität Hohenheim , Stuttgart, Germany

    Karsten Hadwich

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Dölz, J., Weiner, S., Siems, F.U. (2017). Digitale Dialogkommunikation im Online-Kundenservice. In: Bruhn, M., Hadwich, K. (eds) Dienstleistungen 4.0. Springer Gabler, Wiesbaden. https://doi.org/10.1007/978-3-658-17550-4_16

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