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Automatisierung und Personalisierung als Zukunftsdisziplinen des Dienstleistungsmanagements

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Automatisierung und Personalisierung von Dienstleistungen

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

Zusammenfassung

Die Digitalisierung hat für Unternehmen weitreichende Folgen, so verkürzen sich z. B. die Entwicklungszyklen von Produkten und Dienstleistungen, das Kommunikationsverhalten von Kunden verändert sich und der Wunsch nach individuellen und passgenauen Lösungen wächst. Daher verfolgen Unternehmen vermehrt das Ziel, ihre Dienstleistungen zu personalisieren. Zeitgleich streben Unternehmen danach, ihre Dienstleistungsprozesse möglichst effizient zu gestalten, um die Kosten der Dienstleistungserstellung sowie die Komplexität des Managements der Dienstleistungsangebote möglichst gering zu halten. Daher sind Dienstleistungsanbieter ebenfalls bemüht, ihre Dienstleistungsangebote zu automatisieren. Folglich bewegen sich die Dienstleistungsanbieter in einem Spannungsfeld zwischen Personalisierung und Automatisierung.

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Authors and Affiliations

  1. Wirtschaftswissenschaftliche Fakultät, Universität Basel, Basel, Schweiz

    Manfred Bruhn

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

    Karsten Hadwich

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  1. Wirtschaftswissenschaftliche Fakultät, Universität Basel, Basel, Basel Stadt, Switzerland

    Manfred Bruhn

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

    Karsten Hadwich

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Bruhn, M., Hadwich, K. (2020). Automatisierung und Personalisierung als Zukunftsdisziplinen des Dienstleistungsmanagements. In: Bruhn, M., Hadwich, K. (eds) Automatisierung und Personalisierung von Dienstleistungen. Forum Dienstleistungsmanagement. Springer Gabler, Wiesbaden. https://doi.org/10.1007/978-3-658-30166-8_1

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