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Service-Wohnen Für Senioren: Eine Empirische Untersuchung Zu Dienstleistungsqualität, Customer Voluntary Performance Und Preisfairness
Paperback
ISBN13: 9783658082093
Publisher: Springer vs
Published: Dec 18 2014
Pages: 644
Weight: 1.94
Height: 1.50 Width: 5.83 Depth: 8.27
Language: German
Claudia Kempf untersucht das Service-Wohnen für Senioren - auch geläufig unter dem Begriff betreutes Wohnen - unter dem Gesichtspunkt des Dienstleistungsmanagements. Ein Fokus wird in diesem Kontext auf die Variablen Dienstleistungsqualität, Customer Voluntary Performance, als eine freiwillig durch den Kunden erbrachte Leistung, sowie Preisfairness, gelegt. Die empirische Untersuchung wird mit zwei Probandengruppen durchgeführt - den Bewohnern und Interessenten, welche noch nicht in einem betreuten Wohnen leben. Anhand der Conjoint-Analyse werden die Leistungsangebote von betreuten Wohnanlagen untersucht, um so die relativen Wichtigkeiten der Eigenschaftsausprägungen zu ermitteln. In einem Kausalmodell werden u. a. die Variablen Customer Voluntary Performance und Preisfairness untersucht, um die Wirkbeziehungen untereinander und mit anderen Variablen, wie Social-Emotional Support und Instrumental Support abzubilden.
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