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Verbesserung der Interaktionsqualität durch den Einsatz eines Blueprints

Verbesserung der Interaktionsqualität durch den Einsatz eines Blueprints

          
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About the Book

Studienarbeit aus dem Jahr 2023 im Fachbereich BWL - Sonstiges, Note: 1,7, AKAD University, ehem. AKAD Fachhochschule Stuttgart, Sprache: Deutsch, Abstract: Dieses Assignment befasst sich mit dem Thema der Interaktionsqualität und der Optimierung dieser durch den Einsatz eines Blueprints. Die Bedeutung von Dienstleistungen in Deutschland lässt sich anhand der Drei-Sektoren-Theorie beschreiben. Den größten Teil, mit 75,2% bei der Verteilung der Erwerbstätigen, macht der Dienstleistungsbereich aus. Dies verdeutlicht die wirtschaftliche Unabdingbarkeit des Dienstleistungssektors in Deutschland. Doch wie wird ein Produkt, das immateriell ist, von einem materiellen Produkt unterschieden? Der Kunde, der die Dienstleistung in Anspruch nimmt, spielt dabei eine tragende Rolle: Er bestimmt in großen Teilen über die Qualität der Dienstleistung und kann den Wettbewerb gegenüber anderen Unternehmen sichern. Aufgrund dessen sind für Dienstleistungsunternehmen einige Aspekte nicht außer Betracht zu lassen: Wie gut kenne ich meinen Kunden? Wie kann ich Kunden für mich gewinnen und ihn anschließend auch halten? Wie kann der Kunde bei der Entwicklung einer Dienstleistung mit einbezogen werden? Wie kann ich mir Wettbewerbsvorteile sichern? Damit diese Fragen geklärt werden können, sind Interaktionen für Unternehmen unerlässlich. Diese müssen in jedem Fall effizient gestaltet werden und zur Kundenzufriedenheit beitragen. Dabei spielt das Instrument des Service Blueprinting eine tragende Rolle: Das Instrument dient zur Visualisierung, Analyse und Optimierung von Dienstleistungsprozessen in Unternehmen. Der Kunde und seine Erfahrungen, die er im Kontakt mit dem Unternehmen sammelt, sind essenziell für dieses Instrument. Es hilft dabei blinde Flecken im Unternehmen zu vermeiden oder auch schließen zu können.


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Product Details
  • ISBN-13: 9783346812704
  • Publisher: Bod Third Party Titles
  • Publisher Imprint: Grin Verlag
  • Height: 210 mm
  • No of Pages: 22
  • Spine Width: 1 mm
  • Width: 148 mm
  • ISBN-10: 3346812707
  • Publisher Date: 30 Jan 2023
  • Binding: Paperback
  • Language: German
  • Returnable: N
  • Weight: 41 gr


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