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Aktivitäten – die Handlungen der Akteure im Service Co-Creation-Prozess

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Management von Dienstleistungsprozessen

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Zusammenfassung

Aktivitäten bilden die Grundlage für den Service Co-Creation-Prozesses. Sie lassen sich inhaltlich in Bezug auf ihre Bedeutung für die Service Experience in körperliche und gedankliche Aktivitäten, sichtbare und nicht sichtbare Aktivitäten sowie obligatorische und freiwillige Aktivitäten einteilen. Sie müssen vom Anbieter geplant und im Sevice-Skript in eine sinnvolle Reihenfolge gebracht und auf die beteiligten Akteure aufgeteilt werden, damit sie zur Wertgenerierung von Kunde und Anbieter beitragen. Bei der Aufteilung der Aktivitäten spielen die unterschiedlichen Fähigkeiten der Akteure eine Rolle, sodass der Anbieter diese bei der Aufteilung berücksichtigen muss.

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Authors and Affiliations

  1. Douglas-Stiftungslehrstuhl für Dienstleistungsmanagement, FernUniversität in Hagen, Hagen, Deutschland

    Sabine Fließ, Stefan Dyck & Maarten Volkers

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  1. Sabine Fließ
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  2. Stefan Dyck
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  3. Maarten Volkers
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Fließ, S., Dyck, S., Volkers, M. (2024). Aktivitäten – die Handlungen der Akteure im Service Co-Creation-Prozess. In: Management von Dienstleistungsprozessen. Springer Gabler, Wiesbaden. https://doi.org/10.1007/978-3-658-44147-0_8

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  • DOI: https://doi.org/10.1007/978-3-658-44147-0_8

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