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Problemlsen in High-contact-Dienstleistungen
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Holger Otto untersucht, welche spezifischen Merkmale des Dienstleisters eine hhere Dienstleistungsqualitt versprechen. Der Autor zeigt, welche Problemlseprozesse Dienstleister in relevanten Situationen durchlaufen, z. B. im Umgang mit einem malosen Nachfrageverhalten, und welche Bewltigungsstrategien sie entwickeln. Der Grad des Zutrauens, Ziele erreichen zu knnen, und der Grad der empfundenen Verpflichtung gegenber dem Kunden erweisen sich als zentrale Variablen zur Konstituierung einer nicht nur spontanen Dienstleistungsqualitt.
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