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Servicetransformation und organisationaler Wandel – Konzeptionelle Grundlagen und empirische Analyse

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Gestaltung des Wandels im Dienstleistungsmanagement

Part of the book series: Forum Dienstleistungsmanagement ((FD))

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Zusammenfassung

Dieser Beitrag gibt einen Einblick in den entstehenden Wandelbedarf aufgrund der Transformation eines produkt- zu einem serviceorientierten Unternehmen mittels neuer Formen der Organisation von Arbeit. Dabei wird auf die Ansätze und Herausforderungen des organisationalen Wandels eingegangen, die während einer Servitization beachtet werden müssen. Anhand einer Netzwerkanalyse der E-Mail-Kommunikation eines deutschen mittelständischen Unternehmens werden im Laufe der Veränderung von Wertschöpfungsstrukturen in diesem Unternehmen Veränderungen in der Interaktion zwischen Mitarbeitenden mit Kundenkontakt analysiert und interpretiert.

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Authors and Affiliations

  1. Technische Universität Ilmenau, Ilmenau, Deutschland

    Anja Geigenmüller, Viktoria Mayr & Marcel Maurer

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  1. Anja Geigenmüller
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  2. Viktoria Mayr
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Correspondence to Anja Geigenmüller .

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  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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Geigenmüller, A., Mayr, V., Maurer, M. (2023). Servicetransformation und organisationaler Wandel – Konzeptionelle Grundlagen und empirische Analyse. In: Bruhn, M., Hadwich, K. (eds) Gestaltung des Wandels im Dienstleistungsmanagement. Forum Dienstleistungsmanagement. Springer Gabler, Wiesbaden. https://doi.org/10.1007/978-3-658-41815-1_17

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