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Kundenerfahrungen im Dienstleistungsprozess
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Im Wettbewerb um den Kunden bemhen sich Unternehmen verstrkt um die Sicherstellung positiver Kundenerfahrungen. Die wissenschaftliche Betrachtung von Kundenerfahrungen weist hingegen noch groe Defizite auf. Matthias Mayer-Vorfelder konzeptualisiert den Kundenerfahrungsbegriff auf Basis einer wissenschaftsbergreifenden Literaturanalyse. Er entwickelt ein theoretisches Modell der Entstehung von Kundenerfahrungen und untersucht darauf aufbauend empirisch an einem Dienstleistungsbeispiel die Voraussetzungen positiver Kundenerfahrungen. Daraus leitet er einen reichen Fundus an Manahmen fr Dienstleistungsanbieter zur Schaffung positiver Kundenerfahrungen ab.
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