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Kundenintegrierte Neuproduktentwicklung von Dienstleistungen

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Kundenorientierte Unternehmensführung

Zusammenfassung

Kundenintegration wird als wesentlicher Bestandteil in der Dienstleistungserstellung gesehen, da Dienstleistungen Aktivitäten oder Leistungen sind, die typischerweise simultan produziert und konsumiert werden. Kunden und Serviceanbieter produzieren die Dienstleistung gemeinsam, d.h. sie kooperieren, um die Dienstleistung zu erstellen (Bostroem, 1995). Aufgrund ihrer Teilnahme sind Kunden daher nicht nur unverzichtbar im Dienstleistungserstellungsprozeß, sondern sie können auch ihre Zufriedenheit mit der Dienstleistung selbst steuern bzw. beeinflussen (Zeithaml/Bitner, 1996).

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Authors and Affiliations

  1. Department of Marketing and Law, Aston Business School, Aston University, Birmingham, B4 7ET, UK

    Dr. Günther Botschen & Dr. Martina Botschen

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  1. Dr. Günther Botschen
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  1. Instituts für Unternehmensführung, der Universität Innsbruck, Deutschland

    Hans H. Hinterhuber (Vorstand) & Kurt Matzler (wissenschaftlicher Mitarbeiter) (Vorstand) &  (wissenschaftlicher Mitarbeiter)

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Botschen, G., Botschen, M. (2000). Kundenintegrierte Neuproduktentwicklung von Dienstleistungen. In: Hinterhuber, H.H., Matzler, K. (eds) Kundenorientierte Unternehmensführung. Gabler Verlag, Wiesbaden. https://doi.org/10.1007/978-3-663-10592-3_18

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  • DOI: https://doi.org/10.1007/978-3-663-10592-3_18

  • Publisher Name: Gabler Verlag, Wiesbaden

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