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Next Level Service Design im Tourismus

Von der Anwendung von Instrumenten zu einer ganzheitlichen Denkweise

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Destination Design

Part of the book series: Entrepreneurial Management und Standortentwicklung ((EMUS))

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Zusammenfassung

Während in der facheinschlägigen Tourismusliteratur Service Design als vielversprechendes Konzept angepriesen wird, finden bislang insbesondere Instrumente aus dem reichhaltigen Werkzeugkoffer des Service Design-Ansatzes rege Anwendung in der gesamten Tourismuslandschaft und darüber hinaus. Die Integration und Anwendung von nutzerzentrierten Methoden aus dem Service Design sind dabei hilfreich und bieten sich in der praktischen Umsetzung des touristischen Alltags an. Trotz der regen Anwendung der Instrumente, wird das volle Potenzial des ganzheitlichen Service Design-Ansatzes aber nur teilweise genutzt. Um das volle Potenzial dieses Denkansatzes auszuschöpfen, bedarf es zusätzlich auch einer grundlegenden Änderung der Geisteshaltung – hin zu einer holistischen Betrachtungsweise, welche die immanenten Grundsätze des Ansatzes berücksichtigt und diese idealerweise in den Organisationsalltag integriert. Um eine Service Design-orientierte Denkweise im Destinationsmanagement verankern zu können, empfiehlt es sich über die reine Projektorientierung sowie Anwendung einzelner Instrumente hinauszugehen und Service Design auch als ganzheitlichen Denkansatz zu begreifen. Die Schaffung von Bewusstsein und Raum für eine kollaborative Denkhaltung ist dabei eine zentrale Voraussetzung, um Designkompetenzen und –fähigkeiten auf organisationaler Ebene zu verankern und transformatives Lernen zu ermöglichen.

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  1. MCI Management Center Innsbruck, Innsbruck, Österreich

    Janosch Untersteiner & Birgit Bosio

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  1. Janosch Untersteiner
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  1. Center for Advanced Studies, Eurac Research, Bozen, Italy

    Harald Pechlaner

  2. Center for Advanced Studies, Eurac Research, Bozen, Italy

    Greta Erschbamer

  3. Lehrstuhl für Tourismus / Zentrum für Entrepreneurship, Katholische Universität Eichstätt-Ingolstadt, Eichstätt, Deutschland

    Natalie Olbrich

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Untersteiner, J., Bosio, B. (2023). Next Level Service Design im Tourismus. In: Pechlaner, H., Erschbamer, G., Olbrich, N. (eds) Destination Design. Entrepreneurial Management und Standortentwicklung. Springer Gabler, Wiesbaden. https://doi.org/10.1007/978-3-658-39879-8_9

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