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Eine Diskussion des Dunning‐Kruger‐Effekts für Kunden‐Mitarbeitenden‐Beziehungen

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Emotionale Intelligenz in Organisationen

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Zusammenfassung

Marketing hat sich in den letzten 40 Jahren kontinuierlich weiterentwickelt (Homburg 2012, 6ff.; Meffert, Burmann et.al. 2012, 7ff.; Bruhn 2016a, 15ff.). Eine der neuesten Entwicklungen ist, dass vermehrt Kunden in den Erstellungsprozess von Leistungen integriert werden (z.B. Bruhn, Stauss 2009; Siems 2014; Ballendat, Hütten et al. 2015). Beispiele sind der Self‐Check‐in am Flughafen, das Selbst‐Zusammenbauen von Möbeln und die Ansätze der Mass Customization, bei der die Kunden selbst Bestandteile von Produkten ihren Präferenzen entsprechend zu einem Gesamtprodukt zusammenstellen (Reichwald, Piller 2009, 226ff.).

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  1. Technische Universität Dresden, Dresden, Deutschland

    Josephine Dölz & Florian Siems

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  1. Josephine Dölz
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Correspondence to Josephine Dölz .

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  1. Fachbereich Human Resource Management, Fachhochschule Salzburg, Puch, Austria

    Herbert Gölzner

  2. Puch bei Salzburg, Austria

    Petra Meyer

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Dölz, J., Siems, F. (2018). Eine Diskussion des Dunning‐Kruger‐Effekts für Kunden‐Mitarbeitenden‐Beziehungen. In: Gölzner, H., Meyer, P. (eds) Emotionale Intelligenz in Organisationen . Springer VS, Wiesbaden. https://doi.org/10.1007/978-3-658-19127-6_16

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