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Dienstleistungen im Gesundheitssektor pp 215–238Cite as

Kundenzufriedenheit mit ferngesteuerten Dienstleistungstechnologien

Am Beispiel von diagnostischen Dienstleistungen im Krankenhaus

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Zusammenfassung

Während des letzten Jahrzehnts waren Dienstleistungen insbesondere in Bezug auf die Art ihrer Erbringung, ihrer Erstellung und ihrer Wahrnehmung starken Veränderungen ausgesetzt (Bitner et al., J Acad Market Sci 28(1):138–149, 2000; Curran und Meuter, J Serv Mark 19(2):103–113, 2005; Dabholkar, Advances in Services Marketing and Management 30(3):241–271, 1994). So ließen Veränderungen auf Seiten der Märkte, der Konsumenten und der Entwicklung der Technologie gänzlich neue Geschäftsmodelle entstehen. Bspw. wandelten sich produzierende Unternehmen zu ganzheitlichen Lösungsanbietern, indem sie neben ihrem Kernproduktgeschäft ihren Kunden auch Dienstleistungen anbieten. Die zunehmende Nutzung von Informationssystemtechnologie verändert dabei nicht nur die Natur der Dienstleistung und ihren Erbringungsprozess (Bitner et al., J Acad Market Sci 28(1):138–149, 2000), sondern auch die Interaktion an der Schnittstelle zwischen dem Dienstleistungsanbieter und dem Kunden. Diese Technologien ermöglichen Dienstleistungstransaktionen und die Erbringungen über das Internet ohne jeglichen persönlichen Kontakt. Ferngesteuerte Dienstleistungen konstituieren somit einen neuen Typus ferngesteuerter Dienstleistungen im Industriegüterbereich und sind Gegenstand des vorliegenden Beitrags.

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Notes

  1. 1.

    In ihrem Beitrag über Remote Services und Solution Selling diskutieren Paluch und Wagner (2010) unterschiedliche Angebote und Möglichkeiten eines Solution Seller im Healthcare Bereich.

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Authors and Affiliations

  1. Wirtschafts- und Sozialwissenschaftliche Fakultät, Technische Universität Dortmund, Martin-Schmeißer-Weg 12, 44227, Dortmund, Deutschland

    Stefanie Paluch

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Correspondence to Stefanie Paluch .

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  1. Organisationspsychologie, Ernst-Moritz-Arndt-Universität Greifswald, Greifswald, Germany

    Manfred Bornewasser

  2. Institut für angewandte Innovationsforschung, Bochum, Germany

    Bernd Kriegesmann

  3. Lehrstuhl für Industrial Sales Engineering, Ruhr-Universität Bochum, Bochum, Germany

    Joachim Zülch

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Paluch, S. (2014). Kundenzufriedenheit mit ferngesteuerten Dienstleistungstechnologien. In: Bornewasser, M., Kriegesmann, B., Zülch, J. (eds) Dienstleistungen im Gesundheitssektor. Springer Gabler, Wiesbaden. https://doi.org/10.1007/978-3-658-02958-6_10

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