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Kooperative Dienstleistungen pp 477–504Cite as

Beyond Competition – How Cooperation Fosters Customer Experience in Service Industries

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Zusammenfassung

Cooperation is not a new topic. However, it is an essential component of all forms of formal organizational partnerships between companies. This paper explores cooperation and its potential to enhance customer experience within service industries. We show the potential for this by presenting examples from the insurance industry, an industry that has traditionally performed poorly, both in cooperating with other firms and in delivering an outstanding customer experience. This contribution serves as a basis for strategic decisions by managers of service companies to improve customer experiences through cooperation.

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  1. St. Gallen, Schweiz

    Lukas Fischer & Peter Maas

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  1. Lukas Fischer
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  2. Peter Maas
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  1. Marketing und Unternehmensführung Wirtschaftswissenschaftliche Fakultät, Universität Basel, Basel, Switzerland

    Manfred Bruhn

  2. Lehrstuhl für Dienstleistungsmanagement Fakultät Wirtschafts- und Sozialwissenschaften, Universität Hohenheim, Stuttgart, Baden-Württemberg, Germany

    Karsten Hadwich

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Fischer, L., Maas, P. (2019). Beyond Competition – How Cooperation Fosters Customer Experience in Service Industries. In: Bruhn, M., Hadwich, K. (eds) Kooperative Dienstleistungen. Forum Dienstleistungsmanagement. Springer Gabler, Wiesbaden. https://doi.org/10.1007/978-3-658-26389-8_21

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  • DOI: https://doi.org/10.1007/978-3-658-26389-8_21

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