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Dienstleistungstätigkeiten

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Arbeits- und Organisationspsychologie

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Zusammenfassung

Im Zentrum von Dienstleistungen stehen Interaktionen der Mitarbeiter mit Kunden. Diese Mitarbeiter bilden die Schnittstelle der Organisation zum Markt. Ihr instrumentelles Verhalten zielt auf die Lösung der Probleme von Kunden, wobei sich adaptives Verhalten als wirksam erweist. Das soziale Verhalten dient vor allem der kommunikativen Abstimmung bei der Erstellung der Dienstleistung, wobei der Kommunikationsstil die Kundenzufriedenheit beeinflusst. Die Erstellung von Dienstleistungen erfolgt nach dem Prinzip der Koproduktion, d. h., der Kunde muss bei der Lösung seiner Probleme mitarbeiten. Gelingt es dem Dienstleistungsgeber, dabei die Gefühle des Dienstleistungsnehmers in seinem Sinne zu beeinflussen, kann er die Beziehung kontrollieren und seine Tätigkeit einfacher bewältigen. Zu diesem Zweck wird Gefühlsarbeit eingesetzt, die einen zentralen Bestandteil der Tätigkeit von Dienstleistern darstellt, aber negative Auswirkungen auf das Wohlbefinden der Dienstleistungsgeber haben kann.

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  1. Universität Rostock, Rostock, Deutschland

    Prof. Dr. Friedemann W. Nerdinger

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Nerdinger, F.W. (2019). Dienstleistungstätigkeiten. In: Arbeits- und Organisationspsychologie. Springer-Lehrbuch. Springer, Berlin, Heidelberg. https://doi.org/10.1007/978-3-662-56666-4_30

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