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Erschienen in:
2019 | OriginalPaper | Buchkapitel
Beyond Competition – How Cooperation Fosters Customer Experience in Service Industries
verfasst von : Lukas Fischer, Peter Maas
Erschienen in: Kooperative Dienstleistungen
Verlag: Springer Fachmedien Wiesbaden
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Cooperation is not a new topic. However, it is an essential component of all forms of formal organizational partnerships between companies. This paper explores cooperation and its potential to enhance customer experience within service industries. We show the potential for this by presenting examples from the insurance industry, an industry that has traditionally performed poorly, both in cooperating with other firms and in delivering an outstanding customer experience. This contribution serves as a basis for strategic decisions by managers of service companies to improve customer experiences through cooperation.