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Customer Processes in Business-to-Business Service Transactions
Services cannot be produced without the participation of the customer. The customer's impact on the efficiency and effectiveness of the service process implies significant consequences for service process management. Due to this fact, customer processes need to be taken more into account. Janin...
| Clasificación: | Libro Electrónico |
|---|---|
| Autor principal: | |
| Autor Corporativo: | |
| Formato: | Electrónico eBook |
| Idioma: | Inglés |
| Publicado: |
Wiesbaden :
Deutscher Universitätsverlag : Imprint: Deutscher Universitätsverlag,
2006.
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| Edición: | 1st ed. 2006. |
| Colección: | Business-to-Business-Marketing
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| Temas: | |
| Acceso en línea: | Texto Completo |
MARC
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| 001 | 978-3-8350-9447-5 | ||
| 003 | DE-He213 | ||
| 005 | 20220114202601.0 | ||
| 007 | cr nn 008mamaa | ||
| 008 | 100301s2006 gw | s |||| 0|eng d | ||
| 020 | |a 9783835094475 |9 978-3-8350-9447-5 | ||
| 024 | 7 | |a 10.1007/978-3-8350-9447-5 |2 doi | |
| 050 | 4 | |a HF5410-5417.5 | |
| 072 | 7 | |a KJS |2 bicssc | |
| 072 | 7 | |a BUS043000 |2 bisacsh | |
| 072 | 7 | |a KJS |2 thema | |
| 082 | 0 | 4 | |a 658.8 |2 23 |
| 100 | 1 | |a Frauendorf, Janine. |e author. |4 aut |4 http://id.loc.gov/vocabulary/relators/aut | |
| 245 | 1 | 0 | |a Customer Processes in Business-to-Business Service Transactions |h [electronic resource] / |c by Janine Frauendorf. |
| 250 | |a 1st ed. 2006. | ||
| 264 | 1 | |a Wiesbaden : |b Deutscher Universitätsverlag : |b Imprint: Deutscher Universitätsverlag, |c 2006. | |
| 300 | |a XV, 303 p. |b online resource. | ||
| 336 | |a text |b txt |2 rdacontent | ||
| 337 | |a computer |b c |2 rdamedia | ||
| 338 | |a online resource |b cr |2 rdacarrier | ||
| 347 | |a text file |b PDF |2 rda | ||
| 490 | 1 | |a Business-to-Business-Marketing | |
| 505 | 0 | |a Theoretical Basis -- Service Engineering -- Transaction cost theory -- Customer processes -- Empirical Study -- The conceptual model -- Methodology -- Data analysis and interpretation -- Theoretical and practical implications -- Conclusion. | |
| 520 | |a Services cannot be produced without the participation of the customer. The customer's impact on the efficiency and effectiveness of the service process implies significant consequences for service process management. Due to this fact, customer processes need to be taken more into account. Janine Frauendorf analyzes how customer processes can be used to optimize the overall service process. In this context, the service blueprint represents the key tool of the thesis - originally a tool for designing and optimizing the internal process of the service operator, it is now extended by the customer process side. Transaction cost theory, as the link between supplier process and customer process, on the one hand and the script construct from cognitive psychology on the other, provide the theoretical basis for the thesis. On the basis of empirical results, the author presents significant implications for services research and helpful suggestions for business practice. | ||
| 650 | 0 | |a Marketing. | |
| 650 | 1 | 4 | |a Marketing. |
| 710 | 2 | |a SpringerLink (Online service) | |
| 773 | 0 | |t Springer Nature eBook | |
| 776 | 0 | 8 | |i Printed edition: |z 9783835006010 |
| 830 | 0 | |a Business-to-Business-Marketing | |
| 856 | 4 | 0 | |u https://doi.uam.elogim.com/10.1007/978-3-8350-9447-5 |z Texto Completo |
| 912 | |a ZDB-2-SBE | ||
| 912 | |a ZDB-2-SXBM | ||
| 950 | |a Business and Economics (SpringerNature-11643) | ||
| 950 | |a Business and Management (R0) (SpringerNature-43719) | ||