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Service Experience Value: Eine Empirische Analyse Am Beispiel Von Flugdienstleistungen
Paperback
Series: Fokus Dienstleistungsmarketing
ISBN13: 9783834933942
Publisher: Gabler Verlag
Published: May 11 2012
Pages: 348
Weight: 0.97
Height: 0.76 Width: 5.83 Depth: 8.27
Language: German
Während eines Dienstleistungsprozesses nehmen Kunden eine Vielzahl von Erlebnissen war, die einen entscheidenden Einfluss auf die Bewertung der Dienstleistung haben. Zur Analyse und Steuerung dieses Wertbeitrags entwickelt Ole Wittko mit dem Service Experience Value ein erlebnisbasiertes Konzept für die Bewertung von Dienstleistungsprozessen. Anhand einer empirischen Untersuchung von Flugreisen werden zum einen die Dimensionen der Bewertung und deren Wertbeitrag auf die Gesamtbewertung der Dienstleistung und zum anderen die Wirkungen auf das Kaufverhalten analysiert. Der Autor leitet abschlie end Empfehlungen für die wertoptimale Gestaltung von Dienstleistungsprozessen ab.
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