£51.88

Gabler Verlag Service Experience Value: Eine empirische Analyse am Beispiel von Flugdienstleistungen (Fokus Dienstleistungsmarketing)

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Description

Während eines Dienstleistungsprozesses nehmen Kunden eine Vielzahl von Erlebnissen war, die einen entscheidenden Einfluss auf die Bewertung der Dienstleistung haben. Zur Analyse und Steuerung dieses Wertbeitrags entwickelt Ole Wittko mit dem Service Experience Value ein erlebnisbasiertes Konzept für die Bewertung von Dienstleistungsprozessen. Anhand einer empirischen Untersuchung von Flugreisen werden zum einen die Dimensionen der Bewertung und deren Wertbeitrag auf die Gesamtbewertung der Dienstleistung und zum anderen die Wirkungen auf das Kaufverhalten analysiert. Der Autor leitet abschließend Empfehlungen für die wertoptimale Gestaltung von Dienstleistungsprozessen ab.

Product Specifications

Format
paperback
Domain
Amazon UK
Release Date
11 May 2012
Listed Since
05 September 2011

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