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Grundlagen des Managements von Dienstleistungsprozessen Kapitel lesen Erstes Kapitel lesen

2024 | OriginalPaper | Buchkapitel

9. Interaktion – das Kernelement der Service Co-Creation

verfasst von : Sabine Fließ, Stefan Dyck, Maarten Volkers

Erschienen in: Management von Dienstleistungsprozessen

Verlag: Springer Fachmedien Wiesbaden

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Zusammenfassung

Interaktion erfüllt aufgabenbezogene und beziehungsorientierte Zwecke. Soziale Interaktion vollzieht sich zwischen den im Service Co-Creation-Prozess beteiligten Akteuren und bedarf verbaler und nonverbaler Kommunikation. Für die Experience von Bedeutung ist, dass Akteure durch soziale Interaktion Emotionen im Gegenüber hervorrufen oder verstärken können. Soziale Interaktion wird durch soziale und kulturelle Gemeinsamkeiten und Unterschiede der Akteure geprägt, die somit Einfluss auf die Service Experience nehmen. Objektbezogene Interaktion bezieht sich auf Aktivitäten mit physischen oder digitalen Objekten. Technologie kann in der Interaktion die soziale Interaktion mediierend oder anreichernd eingesetzt werden oder kann soziale durch objektbezogene Interaktion ersetzen. Aufgabe des Anbieters ist es, die Interaktion in Bezug auf das Zusammenwirken sozialer, physischer und technologischer Aspekte vor dem Hintergrund der angestrebten Service Experience zu gestalten.

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Vorheriges Kapitel Aktivitäten – die Handlungen der Akteure im Service Co-Creation-Prozess
Nächstes Kapitel Die Dienstleistungsumgebung als Raum der Service Co-Creation
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Metadaten
Titel
Interaktion – das Kernelement der Service Co-Creation
verfasst von
Sabine Fließ
Stefan Dyck
Maarten Volkers
Copyright-Jahr
2024
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_9

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