{"id":"https://openalex.org/W38614799","doi":"https://doi.org/10.1007/978-3-322-91284-8_6","title":"Kundengerechte Gestaltung von Dienstleistungsprozessen","display_name":"Kundengerechte Gestaltung von Dienstleistungsprozessen","publication_year":2001,"publication_date":"2001-01-01","ids":{"openalex":"https://openalex.org/W38614799","doi":"https://doi.org/10.1007/978-3-322-91284-8_6","mag":"38614799"},"language":"de","primary_location":{"id":"doi:10.1007/978-3-322-91284-8_6","doi":"https://doi.org/10.1007/978-3-322-91284-8_6","is_oa":false,"landing_page_url":"https://doi.org/10.1007/978-3-322-91284-8_6","pdf_url":null,"source":{"id":"https://openalex.org/S4306463308","display_name":"Gabler Verlag eBooks","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"ebook platform"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Dienstleistungsmanagement Jahrbuch 2001","raw_type":"book-chapter"},"volume":{"id":"https://openalex.org/W2916214878","display_name":"Dienstleistungsmanagement Jahrbuch 2001"},"type":"book-chapter","indexed_in":["crossref"],"open_access":{"is_oa":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5085477334","display_name":"Marion B\u00fcttgen","orcid":"https://orcid.org/0000-0002-9409-8701","observed_orcids":["https://orcid.org/0000-0002-9409-8701"]},"institutions":[{"id":"https://openalex.org/I180923762","display_name":"University of Cologne","ror":"https://ror.org/00rcxh774","country_code":"DE","type":"education","lineage":["https://openalex.org/I180923762"]}],"countries":["DE"],"is_corresponding":true,"raw_author_name":"Marion B\u00fcttgen","raw_affiliation_strings":["Universit\u00e4t zu K\u00f6ln","Seminars f\u00fcr Allgemeine BWL, Marktforschung und Marketing, Universit\u00e4t zu K\u00f6ln, Deutschland"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Universit\u00e4t zu K\u00f6ln","institution_ids":["https://openalex.org/I180923762"]},{"raw_affiliation_string":"Seminars f\u00fcr Allgemeine BWL, Marktforschung und Marketing, Universit\u00e4t zu K\u00f6ln, Deutschland","institution_ids":["https://openalex.org/I180923762"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":1,"corresponding_author_ids":["https://openalex.org/A5085477334"],"corresponding_institution_ids":["https://openalex.org/I180923762"],"apc_list":null,"apc_paid":null,"fwci":17.493,"has_fulltext":false,"cited_by_count":13,"citation_normalized_percentile":{"value":0.98871878,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":89,"max":94},"biblio":{"volume":null,"issue":null,"first_page":"143","last_page":"166"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T11114","display_name":"Service and Product Innovation","score":0.6987000107765198,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T11114","display_name":"Service and Product Innovation","score":0.6987000107765198,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.21140000224113464,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10910","display_name":"Corporate Governance and Management","score":0.020800000056624413,"subfield":{"id":"https://openalex.org/subfields/1408","display_name":"Strategy and Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/service-process-design","display_name":"service process design","score":0.8299999833106995},{"id":"https://openalex.org/keywords/customer-orientation","display_name":"customer orientation","score":0.8180000185966492},{"id":"https://openalex.org/keywords/customer-satisfaction","display_name":"customer satisfaction","score":0.7889999747276306},{"id":"https://openalex.org/keywords/customer-involvement","display_name":"customer involvement","score":0.48100000619888306},{"id":"https://openalex.org/keywords/customer-interaction","display_name":"customer interaction","score":0.38499999046325684},{"id":"https://openalex.org/keywords/service-quality","display_name":"service quality","score":0.47699999809265137},{"id":"https://openalex.org/keywords/process-integration","display_name":"process integration","score":0.3050000071525574}],"concepts":[{"id":"https://openalex.org/C15708023","wikidata":"https://www.wikidata.org/wiki/Q80083","display_name":"Humanities","level":1,"score":0.5915442109107971},{"id":"https://openalex.org/C17744445","wikidata":"https://www.wikidata.org/wiki/Q36442","display_name":"Political science","level":0,"score":0.5070188045501709},{"id":"https://openalex.org/C142362112","wikidata":"https://www.wikidata.org/wiki/Q735","display_name":"Art","level":0,"score":0.2854151427745819}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1007/978-3-322-91284-8_6","doi":"https://doi.org/10.1007/978-3-322-91284-8_6","is_oa":false,"landing_page_url":"https://doi.org/10.1007/978-3-322-91284-8_6","pdf_url":null,"source":{"id":"https://openalex.org/S4306463308","display_name":"Gabler Verlag eBooks","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"ebook platform"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Dienstleistungsmanagement Jahrbuch 2001","raw_type":"book-chapter"}],"best_oa_location":null,"sustainable_development_goals":[],"sustainable_development_goals_aurora":[{"score":0.4300000071525574,"display_name":"Decent work and economic growth","id":"https://metadata.un.org/sdg/8"}],"study_designs":[],"awards":[],"funders":[],"has_content":{"pdf":false,"grobid_xml":false},"content_urls":null,"referenced_works_count":34,"referenced_works":["https://openalex.org/W22806213","https://openalex.org/W54774294","https://openalex.org/W436489046","https://openalex.org/W468040151","https://openalex.org/W590262186","https://openalex.org/W593426567","https://openalex.org/W639172629","https://openalex.org/W658146409","https://openalex.org/W1524994608","https://openalex.org/W1528998986","https://openalex.org/W1605701154","https://openalex.org/W1971589414","https://openalex.org/W1984338173","https://openalex.org/W1997470043","https://openalex.org/W2052208123","https://openalex.org/W2054383131","https://openalex.org/W2072539406","https://openalex.org/W2123335041","https://openalex.org/W2479455832","https://openalex.org/W2486653219","https://openalex.org/W2488024197","https://openalex.org/W2488371268","https://openalex.org/W2488598696","https://openalex.org/W2492995348","https://openalex.org/W2497361496","https://openalex.org/W2500168169","https://openalex.org/W2501405996","https://openalex.org/W2502293004","https://openalex.org/W2802095584","https://openalex.org/W4211017492","https://openalex.org/W4230887667","https://openalex.org/W4236283289","https://openalex.org/W4238880632","https://openalex.org/W4249538176"],"related_works":["https://openalex.org/W2504157377","https://openalex.org/W4240902501","https://openalex.org/W4231202193","https://openalex.org/W6989767231","https://openalex.org/W449699547","https://openalex.org/W4247197537","https://openalex.org/W2111655925","https://openalex.org/W2111282721","https://openalex.org/W201329397","https://openalex.org/W42801787"],"abstract_inverted_index":{"Die":[0],"Erstellung":[1],"jeder":[2],"Dienstleistung":[3,145],"bedarf":[4],"der":[5,12,49,58,60,131],"Integration":[6],"eines":[7],"externes":[8],"Faktors,":[9],"sei":[10],"es":[11,29],"Kunde":[13],"selbst":[14],"oder":[15,39],"ein":[16,89],"von":[17,85],"ihm":[18],"eingebrachtes":[19],"Objekt.":[20],"Dadurch,":[21],"dass":[22],"dieser":[23],"externe":[24],"Faktor":[25],"\u2014":[26,36],"insbesondere":[27],"wenn":[28],"sich":[30,53,67],"dabei":[31,137],"um":[32],"eine":[33],"Person":[34],"handelt":[35],"einen":[37],"mehr":[38],"minder":[40],"starken":[41],"Einfluss":[42],"auf":[43,78,115],"den":[44,74],"Ablauf":[45],"und":[46,56,81,94,121,142],"das":[47],"Ergebnis":[48],"Leistungserstellung":[50],"nimmt,":[51],"entzieht":[52],"die":[54,68,83,106,144],"Planung":[55],"Durchf\u00fchrung":[57],"Leistungserstellungsprozesse":[59],"vollst\u00e4ndigen":[61],"Autonomie":[62],"des":[63],"Anbieters.":[64],"Zudem":[65],"wirken":[66],"Leistungsaktivit\u00e4ten":[69],"aufgrund":[70],"ihrer":[71],"Wahrnehmbarkeit":[72],"durch":[73],"Kunden":[75],"auch":[76],"unmittelbar":[77],"dessen":[79,116],"Leistungsbeurteilung":[80],"damit":[82],"Erzeugung":[84],"Kundenzufriedenheit":[86],"aus.":[87],"Um":[88],"aus":[90],"Kundensicht":[91],"zufrieden":[92],"stellendes":[93],"gleichzeitig":[95],"wirtschaftliches":[96],"Leistungsergebnis":[97],"zu":[98,133],"bewirken,":[99],"sind":[100],"daher":[101],"vor":[102],"allem":[103],"diejenigen":[104],"Leistungsprozesse,":[105],"in":[107,126],"unmittelbarer":[108],"Interaktion":[109],"mit":[110],"dem":[111,127],"Nachfrager":[112],"vollzogen":[113],"werden,":[114],"Anforderungen":[117],"sowie":[118],"seine":[119],"Integrationsbereitschaft":[120],"-f\u00e4higkeit":[122],"abzustimmen":[123],"Das":[124],"Ausma\u00df,":[125],"kundenspezifische":[128],"Aspekte":[129],"bei":[130],"Prozessgestaltung":[132],"ber\u00fccksichtigen":[134],"sind,":[135],"ist":[136],"umso":[138],"gr\u00f6\u00dfer,":[139],"je":[140],"interaktiver":[141],"individueller":[143],"erstellt":[146],"wird.":[147]},"counts_by_year":[{"year":2024,"cited_by_count":1}],"updated_date":"2026-10-16T09:59:22.235173","created_date":"2016-06-24T00:00:00"}