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Mitarbeiteremotionen als Steuerungsgröße des Dienstleistungserfolges

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Service Excellence als Impulsgeber

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Mitarbeiter und ihr Verhalten gegenüber Kunden stellen zentrale Erfolgsfaktoren für Dienstleistungsunternehmen dar. Die Bedeutung von Mitarbeitern wird an der weit verbreiteten Vorstellung eines „Magischen Dreiecks” aus Unternehmen, Mitarbeitern und Kunden deutlich. Die zentrale Aussage des „Magischen Dreiecks” ist, dass neben kundengerichteten Maßnahmen auch das Personalmanagement und die Koordination von Mitarbeiter-Kunden-Interaktionen entscheidend für den langfristigen Dienstleistungserfolg sind (Heskett/Sasser/Schlesinger 1997; Meffert/Bruhn 2003). Eine zentrale Herausforderung in der Koordination der Mitarbeiter-Kunden-Interaktion kann dabei darin gesehen werden, das Mitarbeiterverhalten so zu steuern, dass Kunden ein hohes Maß an Bindung an das Unternehmen empfinden; seines Zeichens eine der wichtigsten Voraussetzungen für den Dienstleistungserfolg (Reinartz/Thomas/Kumar 2005; Rust/Lemon/Zeithaml 2004).

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Authors and Affiliations

  1. Bauhaus-Universität Weimar, Weimar

    Prof. Dr. Thorsten Hennig-Thurau (Professor für Marketing und Medien, Research Professor in Marketing) & Michael Paul (Wissenschaftlicher Mitarbeiter und Doktorand an der Professur für Marketing und Medien)

  2. Cass Business School, City University London, London

    Prof. Dr. Thorsten Hennig-Thurau (Professor für Marketing und Medien, Research Professor in Marketing)

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  1. Prof. Dr. Thorsten Hennig-Thurau
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  2. Michael Paul
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Editors and Affiliations

  1. Katholischen Universität Eichstätt-Ingolstadt, Germany

    Matthias H. J. Gouthier (Wissenschaftlicher Assistent und Habilitand von Prof. Dr. Bernd Stauss am Lehrstuhl für ABWL und Dienstleistungsmanagement) (Wissenschaftlicher Assistent und Habilitand von Prof. Dr. Bernd Stauss am Lehrstuhl für ABWL und Dienstleistungsmanagement)

  2. Institut für Facility und Hospitality Management der Zürcher Hochschule für Angewandte Wissenschaften, Germany

    Christian Coenen (Dozent für Marketing und Services Management) (Dozent für Marketing und Services Management)

  3. Fakultät für Betriebswirtschaft und Wirtschaftsinformatik der Fachhochschule Deggendorf, Deggendorf

    Henning S. Schulze (Professor für Marketing und Dienstleistungsmanagement) (Professor für Marketing und Dienstleistungsmanagement)

  4. Betriebswirtschaftslehre und Marketing, Hochschule für Angewandte Wissenschaften Hamburg, Hamburg

    Christoph Wegmann (Inhaber einer Professur) (Inhaber einer Professur)

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Hennig-Thurau, T., Paul, M. (2007). Mitarbeiteremotionen als Steuerungsgröße des Dienstleistungserfolges. In: Gouthier, M.H.J., Coenen, C., Schulze, H.S., Wegmann, C. (eds) Service Excellence als Impulsgeber. Gabler. https://doi.org/10.1007/978-3-8349-9544-5_21

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