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Das Stressoren-Ressourcen-Modell der Dienstleistungsinteraktion – Eine theoretische Betrachtung

  • Chapter
Serviceorientierung im Unternehmen

Zusammenfassung

Die Interaktion zwischen Kundenkontaktmitarbeitern als Repräsentanten eines Unternehmens und dessen Kunden ist integraler Bestandteil der Dienstleistungserstellung (u.a. Parasuraman et al. 1985; Gwinner et al. 1998; Bitner et al. 2000). Dies geht so weit, dass die Kunden die Interaktion mit der eigentlichen Dienstleistung gleichsetzen (Bitner et al. 1990). Damit kommt der Mitarbeiter-Kunden-Interaktion eine zentrale Bedeutung für den Erfolg von Dienstleistungsunternehmen zu.

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Authors
  1. Ruth Stock-Homburg
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  2. Gisela Bieling
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  3. Youssef El Ouadoudi
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Editors and Affiliations

  1. Lehrstuhl für Marketing und Unternehmensführung, Universität Basel, Peter Merian-Weg 6, 4002, Basel

    Manfred Bruhn (Wirtschaftswissenschaftliche Fakultät) (Wirtschaftswissenschaftliche Fakultät)

  2. Lehrstuhl für ABWL und Dienstleistungsmanagement, Katholische Universität Eichstätt-Ingolstadt, Auf der Schanz 49, 85049, Ingolstadt

    Bernd Stauss (Wirtschaftswissenschaftliche Fakultät) (Wirtschaftswissenschaftliche Fakultät)

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Stock-Homburg, R., Bieling, G., Ouadoudi, Y.E. (2010). Das Stressoren-Ressourcen-Modell der Dienstleistungsinteraktion – Eine theoretische Betrachtung. In: Bruhn, M., Stauss, B. (eds) Serviceorientierung im Unternehmen. Gabler. https://doi.org/10.1007/978-3-8349-8577-4_8

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