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Kundenseitige Wertschöpfungsaktivitäten in direkten persönlichen Dienstleistungsinteraktionen

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Zusammenfassung

Die aktive Rolle des Kunden im Rahmen der Dienstleistungserstellung und Wertschöpfung ist in der Dienstleistungsforschung allgemein anerkannt. Es ist daher unbestritten, dass sowohl die Dienstleistungserstellung als auch die Wertschöpfung eine unmittelbare Zusammenarbeit zwischen Anbieter und Kunde erfordern. Inzwischen werden jedoch in der Literatur zahlreiche Termini und Konzepte genutzt, um die aktive Kundenmitwirkung an der Dienstleistungserstellung und Wertschöpfung zu beschreiben. Vor diesem Hintergrund ist es das Ziel dieses Beitrags, einen Überblick über den aktuellen Stand der Forschung zu den notwendigen kundenseitigen Wertschöpfungsaktivitäten in direkten persönlichen Dienstleistungsinteraktionen zu geben. Dabei werden Studien berücksichtigt, die Erkenntnisse zu kundenseitigen Wertschöpfungsaktivitäten in direkten persönlichen Dienstleistungsinteraktionen mit dem Kundenkontaktpersonal beinhalten, ohne die eine wertgenerierende Dienstleistungserstellung nicht möglich ist.

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  1. Lehrstuhl für Dienstleistungsmanagement und Handel, Universität Duisburg-Essen, Duisburg, Deutschland

    Jennifer Hendricks & Gertrud Schmitz

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  2. Norwegian School of Sport Sciences, Oslo, Norway

    Chris Horbel

  3. Universität des Saarlandes, Saarbrücken, Germany

    Bastian Popp

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Hendricks, J., Schmitz, G. (2020). Kundenseitige Wertschöpfungsaktivitäten in direkten persönlichen Dienstleistungsinteraktionen. In: Roth, S., Horbel, C., Popp, B. (eds) Perspektiven des Dienstleistungsmanagements . Springer Gabler, Wiesbaden. https://doi.org/10.1007/978-3-658-28672-9_18

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