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„Einen Moment, bitte“ – Entstehung und Gestaltung von Wartezeiten

In: Customer Experience Leadership im Tourismus

Author

Listed:
  • Wolfgang Fuchs

    (DHBW Ravensburg)

Abstract

Zusammenfassung Wartezeiten sind faktisch unumgänglich, da die Nachfrage nach Dienstleistungen und das Angebot bzw. die Dienstleistungskapazität oft nicht im Gleichgewicht sind. Mit „Operations Management“ und „Perceptions Management“ lassen sich zwei Herangehensweisen zum Management von Wartezeiten unterscheiden. „Operations Management“ setzt bei der faktischen Verkürzung der tatsächlichen Wartezeit an, „Perceptions Management“ versucht, das Empfinden der Wartezeit zu beeinflussen, das Erleben der Wartezeit also zu manipulieren. Am Beispiel von digitalen Speisekarten wird das facettenreiche Zusammenspiel von digitaler Transformation und Wartezeiten beleuchtet.

Suggested Citation

  • Wolfgang Fuchs, 2026. "„Einen Moment, bitte“ – Entstehung und Gestaltung von Wartezeiten," Springer Books, in: Marco A. Gardini (ed.), Customer Experience Leadership im Tourismus, pages 201-212, Springer.
    • Handle: RePEc:spr:sprchp:978-3-658-50094-8_10
    DOI: 10.1007/978-3-658-50094-8_10
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