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...

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Detalles Bibliográficos
Clasificación:Libro Electrónico
Autor principal: Frauendorf, Janine (Autor)
Autor Corporativo: SpringerLink (Online service)
Formato: Electrónico eBook
Idioma:Inglés
Publicado: Wiesbaden : Deutscher Universitätsverlag : Imprint: Deutscher Universitätsverlag, 2006.
Edición:1st ed. 2006.
Colección:Business-to-Business-Marketing
Temas:
Marketing.
Acceso en línea:Texto Completo
Tabla de Contenidos:
  • Theoretical Basis
  • Service Engineering
  • Transaction cost theory
  • Customer processes
  • Empirical Study
  • The conceptual model
  • Methodology
  • Data analysis and interpretation
  • Theoretical and practical implications
  • Conclusion.

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