Frauendorf, J: Customer Processes in Business-to-Business Se

2006
ISBN: 978-3-8350-0601-0
Verlag: Deutscher Universitätsvlg

Buch, Englisch, 303 Seiten, Format (B × H): 148 mm x 210 mm, Gewicht: 422 g

Reihe: Business-to-Business-Marketing

Services cannot be produced without customer participation. This aspect involves significant consequences for services management. The integration of the customer and the integration of the external resources that customers need to provide require comprehensive means to coordinate the activities of suppHers and customers. Services management Hterature is based on the idea that the success of service companies mainly depends on an effective and efficient design of supplier and customer interfaces. As a result, academic and practice-oriented service management problems are concerned with managing service processes. However, most approaches are focused on the supplier process side. Here, numerous concepts as well as IT supported tools for service process documentation and service process management have been developed. Customer processes, on the contrary, have mostly been ignored even though it is obvious that they have a high impact on the overall success of the service process. The present work is a major step forward to close that research gap. The author analyses the customer influence on efficiency and effectiveness of the service process depending on the customer's service process knowledge. The empirical data of the thesis was gained from a practice study: it was made in cooperation with a corporate division of T-Systems International that provides business customers with virus wall and firewall service packages for data network security. The study is based on the assumption that service customers have a script, i. e. a relatively precise image of the structure and process of the service transaction.

Zielgruppe

Research

Autoren/Hrsg.

Frauendorf, Janine

Weitere Mitwirkende

Kleinaltenkamp, Prof. Dr. Michael

Fachgebiete

• Wirtschaftswissenschaften Betriebswirtschaft Bereichsspezifisches Management Kundenbeziehungsmanagement, Kundenpflege
• Wirtschaftswissenschaften Betriebswirtschaft Management Unternehmensorganisation & Entwicklungsstrategien

Inhaltsverzeichnis

Theoretical Basis.- Service Engineering.- Transaction cost theory.- Customer processes.- Empirical Study.- The conceptual model.- Methodology.- Data analysis and interpretation.- Theoretical and practical implications.- Conclusion.

Über Autor(innen)

Dr. Janine Frauendorf promovierte bei Prof. Dr. Michael Kleinaltenkamp am Institut für Marketing der Freien Universität Berlin. Sie ist freiberuflich als Koordinatorin für das Journal of Business Market Managemt (JBM) tätig.