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Kundenintegration und Individualisierung bei digitalen Dienstleistungsinnovationen – Entwicklung eines Methodenbaukastens und Strategietoolkits

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Dienstleistungsinnovationen durch Digitalisierung

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Zusammenfassung

Digitale Dienstleistungsinnovationen bieten große Potenziale für Unternehmen unterschiedlichster Branchen. Allerdings ist die Entwicklung digitaler Dienstleistungen auch mit einem hohen Risiko zu Scheitern verbunden. Häufige Gründe dafür sind, dass Kundenbedürfnisse nur bedingt getroffen werden und kundenindividuelle Anpassungen der entsprechenden Dienstleistungen vernachlässigt werden. Frühe Kundenintegration in den Entwicklungsprozess und Individualisierung der angebotenen Dienstleistung sind daher wichtige Ansatzpunkte, um den Erfolg digitaler Dienstleistungsinnovationen sicherzustellen. Durch die Erkenntnisse aus systematischen Literaturrecherchen, 107 qualitativen Interviews sowie einer dreistufigen Delphi-Studie schafft dieses Kapitel einen detaillierten Überblick über die beiden Erfolgsfaktoren und liefert zwei Unterstützungstools, um die Kundenintegration und Individualisierung erfolgreich in verschiedensten Unternehmen umzusetzen.

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  1. Universität Passau, Passau, Deutschland

    Corinna Winkler, Franziska M. Bongers & Jan H. Schumann

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  1. Universität Paderborn, Paderborn, Germany

    Daniel Beverungen

  2. Universität Passau, Passau, Germany

    Jan H. Schumann

  3. RWTH Aachen, Aachen, Germany

    Volker Stich

  4. Universität Siegen, Siegen, Germany

    Giuseppe Strina

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Winkler, C., Bongers, F.M., Schumann, J.H. (2020). Kundenintegration und Individualisierung bei digitalen Dienstleistungsinnovationen – Entwicklung eines Methodenbaukastens und Strategietoolkits. In: Beverungen, D., Schumann, J.H., Stich, V., Strina, G. (eds) Dienstleistungsinnovationen durch Digitalisierung. Springer Gabler, Berlin, Heidelberg. https://doi.org/10.1007/978-3-662-62144-8_1

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