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Wertgenerierung in der Lebenswelt des Kunden

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Management von Dienstleistungsprozessen

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Zusammenfassung

Die Wertgenerierung des Kunden richtet sich auf sein Well-Being und erfolgt durch Praktiken, die der Kunde in seiner Lebenswelt durchführt. Es wird gezeigt, welche Merkmale Praktiken aufweisen und wie der Kunde durch Praktiken Wert erzeugt. Praktiken erfordern die Einbindung von Ressourcen, die der Kunde im Rahmen seines Ressourcenintegrationsprozesses kompatibel macht, integriert und bewertet. Verfügt der Kunde nicht über die erforderlichen Ressourcen, kann er sie selbst erzeugen oder am Markt beschaffen (Make-or-Buy-Entscheidung). Dabei kann er mehrere Dienstleister (Consumption Journey) oder einen Dienstleister (Customer Journey) in seinen Wertgenerierungsprozess integrieren. Bei jeder Entscheidung für einen Dienstleister durchläuft der Kunde einen Kaufentscheidungsprozess, der durch Einstellungen, soziale Normen, wahrgenommene Verhaltenskontrolle sowie kognitive und affektive Prozesse gekennzeichnet ist.

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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). Wertgenerierung in der Lebenswelt des Kunden. In: Management von Dienstleistungsprozessen. Springer Gabler, Wiesbaden. https://doi.org/10.1007/978-3-658-44147-0_2

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