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Die Gestaltung des Dienstleistungsprozesses – das Service Process Design

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Management von Dienstleistungsprozessen

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Zusammenfassung

Bei der Gestaltung des Dienstleistungsprozesses besteht die zentrale Herausforderung darin, die Kundenlogik und die Anbieterlogik, die sich in der gemeinsamen Sphäre begegnen, aufeinander abzustimmen und mögliche Konflikte zwischen ihnen zu vermeiden. Hierzu dienen die Zielsetzungen der Effektivität und der Effizienz. Auf der Basis der Austauschtheorien und des ServiceBlueprints – Lage der Sichtbarkeits- und der Interaktionslinie, Gestaltung der Interaktion und des sichtbaren Bereichs – wird gezeigt, wie Dienstleister den Service Value als eine Maßgröße der Effektivität erhöhen können. Die Effizienz wird durch verschiedene Einflussfaktoren bestimmt, die sich auf Kosten und Produktivität auswirken. Standardisierung, Modularisierung, Automatisierung, Externalisierung und Outsourcen stellen Anbietermaßnahmen dar, um die Effizienz des Value Co-Creation-Prozesses zu erhöhen.

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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 Gestaltung des Dienstleistungsprozesses – das Service Process Design. In: Management von Dienstleistungsprozessen. Springer Gabler, Wiesbaden. https://doi.org/10.1007/978-3-658-44147-0_4

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