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Die Motivationsaufgabe – die Steuerung der Leistung des Personals

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Management von Dienstleistungsprozessen

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Zusammenfassung

Die Motivationsaufgabe dient der Harmonisierung von Unternehmens- und Mitarbeiterzielen. Dabei sind Anstrengung, Leistung und Mitarbeiterzufriedenheit die Zielgrößen, die vom Anbieter durch entsprechende Maßnahmen gefördert werden. Im Folgenden werden Maßnahmen zur Unterstützung bei der Emotionsregulierung, der Rollenwahrnehmung und der Behebung von Rollenkonflikten der Kundenkontaktmitarbeiter behandelt. Darüber hinaus werden ausgewählte Qualifikationsmaßnahmen sowie Grundlagen der Personalentlohnung und Personalführung vorgestellt, um Anstrengung, Leistung und Mitarbeiterzufriedenheit zu fördern.

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  1. Douglas-Stiftungslehrstuhl für Dienstleistungsmanagement, FernUniversität in Hagen, Hagen, Deutschland

    Sabine Fließ, Stefan Dyck & Maarten Volkers

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  1. Sabine Fließ
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  2. Stefan Dyck
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Fließ, S., Dyck, S., Volkers, M. (2024). Die Motivationsaufgabe – die Steuerung der Leistung des Personals. In: Management von Dienstleistungsprozessen. Springer Gabler, Wiesbaden. https://doi.org/10.1007/978-3-658-44147-0_14

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