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Automatisierung und Personalisierung von Dienstleistungen pp 73–103Cite as

Kundenintegration im Zeitalter der Digitalisierung – Eine Dienstleistungstypologie automatisierter Personalisierung zur Ableitung von Kundenrollen

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Part of the Forum Dienstleistungsmanagement book series (FD)

Zusammenfassung

Der zunehmende Einsatz von Technologien in der Dienstleistungserstellung sowie der Dienstleistungsinteraktion verändert nicht nur die Rolle des Mitarbeitenden sondern nimmt ebenfalls Einfluss auf die Aufgaben und Anforderungen der Kunden. Der vorliegende Beitrag identifiziert mit Hilfe einer Typologie vier ideale Typen an automatisierten personalisierten Dienstleistungen, anhand derer die unterschiedlichen Rollen, Aufgaben und Anforderungen des Kunden diskutiert werden.

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  1. Universität Hohenheim, Stuttgart, Deutschland

    Denise Joecks-Laß

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    Prof.Dr.Dr.h.c.mult. Manfred Bruhn

  2. Lehrstuhl für Dienstleistungsmanagement Fakultät Wirtschafts- und Sozialwissenschaften, Universität Hohenheim, Stuttgart, Baden-Württemberg, Germany

    Prof. Dr. Karsten Hadwich

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Joecks-Laß, D. (2020). Kundenintegration im Zeitalter der Digitalisierung – Eine Dienstleistungstypologie automatisierter Personalisierung zur Ableitung von Kundenrollen. In: Bruhn, M., Hadwich, K. (eds) Automatisierung und Personalisierung von Dienstleistungen. Forum Dienstleistungsmanagement. Springer Gabler, Wiesbaden. https://doi.org/10.1007/978-3-658-30166-8_3

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  • DOI: https://doi.org/10.1007/978-3-658-30166-8_3

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  • Publisher Name: Springer Gabler, Wiesbaden

  • Print ISBN: 978-3-658-30165-1

  • Online ISBN: 978-3-658-30166-8

  • eBook Packages: Business and Economics (German Language)

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