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Kundenbegeisterung durch Serviceinnovationen
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Florian Becker entwickelt an Hand von theoretischen berlegungen und empirischen Studien ein Messinstrument zur Untersuchung der Frage, welche Aspekte von Serviceinnovationen tatschlich Kundenbegeisterung auslsen. Er zeigt, dass sich insbesondere technologiebasierte Self-Services, wie z.B. Musik Streaming oder Carsharing, durch ein hohes Begeisterungspotenzial auszeichnen. Serviceinnovationen haben ein hohes Potenzial, Kunden zu berraschen und begeisternde Erlebnisse zu schaffen und somit dem unternehmensstrategischen Ziel der Kundenbegeisterung Rechnung zu tragen.
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