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Konzepte zur kundenspezifischen Anpassung von Dienstleistungen

  • Michael Becker
  • Stephan Klingner
Chapter

Zusammenfassung

Die Anpassung von Dienstleitungen an kundenspezifische Bedarfe spielt in den letzten Jahren eine immer größere Rolle, damit Unternehmen sich von ihren Wettbewerbern abgrenzen können. Aus diesem Grund wurde in Wissenschaft und Praxis eine Reihe von Ansätzen entwickelt, mit denen Anpassungen vorgenommen werden können. In diesem Artikel wird eine strukturierte Literaturrecherche vorgestellt, mit deren Hilfe die große konzeptuelle und terminologische Heterogenität des Feldes überwunden werden soll. Darüber hinaus wird ein Leitfaden vorgestellt, mit dem Anpassungskonzepte den Phasen im Lebenszyklus von Dienstleistungen zugeordnet werden können.

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Copyright information

© Springer Fachmedien Wiesbaden GmbH 2017

Authors and Affiliations

  1. 1.Universität LeipzigLeipzigDeutschland

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