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Verbesserung der Interaktionsqualität durch den Einsatz eines Blueprints

Verbesserung der Interaktionsqualität durch den Einsatz eines Blueprints


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About the Book

Studienarbeit aus dem Jahr 2018 im Fachbereich BWL - Sonstiges, Note: 1,7, AKAD University, ehem. AKAD Fachhochschule Stuttgart, Sprache: Deutsch, Abstract: Das Blueprinting gehört zu den ereignisorientierten Verfahren zur Messung der Dienstleistungs- und Interaktionsqualität. Diese Hausarbeit setzt sich mit diesem Verfahren sowohl theoretisch als auch an einem selbstgewählten Beispiel aus der Praxis auseinander und gibt einem Beispielunternehmen Hinweise, wie es mit Hilfe dieses Modells sein Interaktionsdesign auf den Fokus der Kundenzufriedenheit ausrichten kann. Da die Dienstleistungs- und Interaktionsqualität immer mehr an Bedeutung gewinnt, ist es für Unternehmen wichtig, die zu erbringenden Dienstleistungen sowie die damit verbunden Prozesse klar zu strukturieren. Um einen Dienstleistungsprozess erfolgreich strukturieren zu können, ist eine entsprechende Visualisierung empfehlenswert, aus welcher sowohl die durchgeführten Aktivitäten sowie der eingesetzte Input als auch die auftretenden Schnittstellen ersichtlich werden. Hierbei ist es entscheidend, dass die Darstellungen der Prozesse vollständig, verständlich und eindeutig sind. Damit auch verzweigte Dienstleistungsabläufe übersichtlich und eindeutig dokumentiert werden können, sollte mit bestimmten Visualisierungstechniken gearbeitet werden, wobei sich eine Darstellung in Form eines sogenannten Blueprints anbietet. Im Folgenden soll die Methode des Blueprints entsprechend vorgestellt werden, welche speziell auf Dienstleistungen ausgerichtet ist und dazu dient, Leistungserstellungsprozesse mit allen dafür notwendigen Prozessschritten, Ereignissen und Entscheidungen zu visualisieren. Im Vorfeld erfolgt zunächst die Erarbeitung gewisser konzeptioneller Grundlagen zum Blueprint (auch als Blueprinting bezeichnet), wie die Definition der Begrifflichkeiten Blueprint sowie Interaktionsqualität. Dies soll die Auseinandersetzung mit der Thematik vereinfachen. Weiterhin wird im Rahmen der konzeptionellen Grundlagen


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Product Details
  • ISBN-13: 9783346943323
  • Publisher: Bod Third Party Titles
  • Binding: Paperback
  • Language: German
  • Returnable: N
  • Weight: 100 gr
  • ISBN-10: 3346943321
  • Publisher Date: 09 Sep 2023
  • Height: 210 mm
  • No of Pages: 26
  • Spine Width: 2 mm
  • Width: 148 mm


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