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2024 | OriginalPaper | Buchkapitel

15. Nachbereitende Aktivitäten des Kunden und Anbietermaßnahmen

verfasst von : Sabine Fließ, Stefan Dyck, Maarten Volkers

Erschienen in: Management von Dienstleistungsprozessen

Verlag: Springer Fachmedien Wiesbaden

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Zusammenfassung

Die Post-Service-Phase beinhaltet wertgenerierende Aktivitäten des Kunden und des Anbieters, die aus dem Service Co-Creation-Prozess resultieren und in dessen Nachgang ausgeführt werden. Nachbereitende Aktivitäten des Kunden werden direkt durch den Service Co-Creation-Prozess ausgelöst und finden vergleichsweise zeitnah nach der Service-Phase statt. Zum einen bildet der Kunde (mehr oder weniger bewusst) eine Gesamtbewertung des Service Co-Creation-Prozesses. Aus dem Bewertungsprozess lassen sich Konsequenzen für die Gestaltung des Service Co-Creation-Prozesses und für die Aktivitäten des Anbieters in der Post-Service-Phase ableiten. Zudem richten Kunden oft auf Basis der Gesamtbewertung Feedback in Form von Lob, Trinkgeld oder Beschwerden an den Anbieter aus. Dies wird anbieterseitig durch ein gezieltes Lob- und Beschwerde- und Service Recovery-Management begleitet, um eine weitere Wertsteigerung zu ermöglichen oder Wertzerstörung zu verringern.

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Vorheriges Kapitel Die Motivationsaufgabe – die Steuerung der Leistung des Personals

Nächstes Kapitel Ecosystem-Aktivitäten des Kunden und Anbietermaßnahmen

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Titel: Nachbereitende Aktivitäten des Kunden und Anbietermaßnahmen
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_15

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