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2024 | OriginalPaper | Buchkapitel

14. Die Motivationsaufgabe – die Steuerung der Leistung des Personals

verfasst von : Sabine Fließ, Stefan Dyck, Maarten Volkers

Erschienen in: Management von Dienstleistungsprozessen

Verlag: Springer Fachmedien Wiesbaden

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Zusammenfassung

Die Motivationsaufgabe dient der Harmonisierung von Unternehmens- und Mitarbeiterzielen. Dabei sind Anstrengung, Leistung und Mitarbeiterzufriedenheit die Zielgrößen, die vom Anbieter durch entsprechende Maßnahmen gefördert werden. Im Folgenden werden Maßnahmen zur Unterstützung bei der Emotionsregulierung, der Rollenwahrnehmung und der Behebung von Rollenkonflikten der Kundenkontaktmitarbeiter behandelt. Darüber hinaus werden ausgewählte Qualifikationsmaßnahmen sowie Grundlagen der Personalentlohnung und Personalführung vorgestellt, um Anstrengung, Leistung und Mitarbeiterzufriedenheit zu fördern.

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Vorheriges Kapitel Die Koordinationsaufgabe – die Organisationsstruktur des Service Co-Creation-Prozesses

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Titel: Die Motivationsaufgabe – die Steuerung der Leistung des Personals
verfasst von: Sabine Fließ
Stefan Dyck
Maarten Volkers
Verlag: Springer Fachmedien Wiesbaden
Buch: Management von Dienstleistungsprozessen
Print ISBN: 978-3-658-44146-3

Electronic ISBN: 978-3-658-44147-0

Copyright-Jahr: 2024
DOI: https://doi.org/10.1007/978-3-658-44147-0_14

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