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Kundengerechte Gestaltung digitaler Services durch Analyse und Berücksichtigung der Technology Readiness bestehender Kunden

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Gestaltung des Wandels im Dienstleistungsmanagement

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Zusammenfassung

Um kostspielige Flops durch die unbedarfte Einführung von neuen digitalen Services zu vermeiden, sollten Unternehmen neben anderen Faktoren die Technology Readiness ihrer Kunden beachten und als Ausgangspunkt für die Gestaltung digitaler Services nutzen. Der Beitrag zeigt auf, wie Firmen die Technology Readiness ihrer Kunden durch unterschiedliche Verfahren ermitteln können. Darauf aufbauend werden Ansätze zur Berücksichtigung von Technology Readiness bei der Einführung und Etablierung digitaler Services diskutiert.

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Authors and Affiliations

  1. OST - Ostschweizer Fachhochschule, St.Gallen, Schweiz

    Benjamin von Walter, Bruno Jäger & Dietmar Kremmel

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  1. Benjamin von Walter
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  2. Bruno Jäger
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  3. Dietmar Kremmel
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Correspondence to Benjamin von Walter .

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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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von Walter, B., Jäger, B., Kremmel, D. (2023). Kundengerechte Gestaltung digitaler Services durch Analyse und Berücksichtigung der Technology Readiness bestehender Kunden. 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_2

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  • DOI: https://doi.org/10.1007/978-3-658-41815-1_2

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