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Ansätze zur Erfassung und Beurteilung menschlicher Arbeitsleistungen bei Dienstleistungen by Schalk, Andreas

Ansätze zur Erfassung und Beurteilung menschlicher Arbeitsleistungen bei Dienstleistungen

by Andreas Schalk
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Book cover type: Paperback
  • ISBN13: 9783656560982
  • Binding: Paperback
  • Subject: N/A
  • Publisher: Grin Verlag
  • Publisher Imprint: Grin Verlag
  • Publication Date:
  • Pages: 72
  • Original Price: USD 60.5
  • Language: German
  • Edition: N/A
  • Item Weight: 105 grams
  • BISAC Subject(s): Human Resources & Personnel Management

Diplomarbeit aus dem Jahr 2002 im Fachbereich Führung und Personal - Sonstiges, Note: 2,3, FernUniversität Hagen (Lehrstuhl Dienstleistungsmanagement), Sprache: Deutsch, Abstract: In den modernen Volkswirtschaften der führenden Wirtschaftsnationen hat die Anzahl der in Dienstleistungsbereichen beschäftigten Menschen in den letzten Jahrzehnten kontinuierlich zugenommen, während die Anzahl im produzierenden Gewerbe Beschäftigter im gleichen Umfang gesunken ist. Vor drei ig Jahren stellten die im produzierenden Gewerbe Beschäftigten noch fast die Mehrheit, während heute in diesen Bereichen nur noch rund ein Fünftel der arbeitenden Bevölkerung beschäftigt ist. Heute ist die Mehrzahl der Beschäftigen in Dienstleistungsbereichen tätig.1 Zudem sind Anzeichen eines sich verschärfenden Wettbewerbs zu erkennen. Die Unternehmen sind gezwungen, eine permanente Verbesserung der Kostenstruktur herbeizuführen und entsprechende Potentiale auszuschöpfen.2 Daraus wird häufig abgeleitet, da es gerade für die hochentwickelten Volkswirtschaften eine der wichtigsten Herausforderungen ist, die Produktivität3 in Dienstleistungsbereichen zu steigern.4 Produziert ein Unternehmen bei gegebenen Faktoreinsatz mehr Leistungen oder erzielt dasselbe Produktionsergebnis mit geringerem Faktoreinsatz, dann ist es gegenüber der Konkurrenz im Vorteil. Geringere Einsatzkosten schaffen einen zusätzlichen Vorteil, aber keinen grundlegenden Vorteil. Für die Unternehmensführung besteht deshalb zunächst die zentrale Aufgabe darin, die Dienstleistungsmenge je Faktoreinsatz zu steigern.5 Die Mitarbeiter stellen bei der Dienstleistungserstellung, neben der zur Erstellung der Dienstleistung benötigten technischen Ausstattung, oftmals den wichtigsten Produktionsfaktor dar. Bei vielen Dienstleistungen ist eine eindeutige Dominanz des Einsatzes von menschlichen Arbeitsleistungen festzustellen.6 Diese Dienstleistungen werden auch als die klassischen persönlich erbrachten Dienstleistungen (z.B. Rechtsanwalt) bezei

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