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Emotion und Interaktion – Zwei Säulen der Servicegestaltung

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Gestaltung des Wandels im Dienstleistungsmanagement

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Zusammenfassung

Ausgehend von der aktuellen Situation des stationären Einzelhandels und der hohen Relevanz von Interaktionen und Emotionen in diesem Kontext, wird im Zuge dieses Forschungsprojekts ein digitales und emotionsbasiertes Unterstützungskonzept zur Gestaltung wertvoller Serviceinteraktionen vorgestellt. Hierbei werden unterschiedliche Varianten einer Serviceinteraktion gestaltet und im Rahmen einer Studie überprüft. Die Ergebnisse bestätigen die hohe Relevanz von Emotionen und Interaktionen im Servicekontext und unterstreichen die Potenziale für eine digitale, emotionsbasierte Unterstützung.

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Authors and Affiliations

  1. Technische Universität Braunschweig, Lehrstuhl für Wirtschaftsinformatik, Abt. Service Informationssysteme, Braunschweig, Deutschland

    Michael Meyer, Manuel Geiger & Alexandra Dorawa

  2. Technische Universität Braunschweig; Institut für Wirtschaftsinformatik; Abteilung für Service Informationssysteme, Braunschweig, Deutschland

    Susanne Robra-Bissantz

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  1. Michael Meyer
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  2. Manuel Geiger
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  3. Alexandra Dorawa
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  4. Susanne Robra-Bissantz
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Correspondence to Michael Meyer .

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Editors and Affiliations

  1. Marketing und Unternehmensführung, Wirtschaftswissenschaftliche Fakultät, Universität Basel, Basel, Basel Stadt, Schweiz

    Manfred Bruhn

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

    Karsten Hadwich

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Meyer, M., Geiger, M., Dorawa, A., Robra-Bissantz, S. (2023). Emotion und Interaktion – Zwei Säulen der Servicegestaltung. In: Bruhn, M., Hadwich, K. (eds) Gestaltung des Wandels im Dienstleistungsmanagement. Forum Dienstleistungsmanagement. Springer Gabler, Wiesbaden. https://doi.org/10.1007/978-3-658-41813-7_9

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