Buch, Englisch, 303 Seiten, Format (B × H): 148 mm x 210 mm, Gewicht: 416 g
Buch, Englisch, 303 Seiten, Format (B × H): 148 mm x 210 mm, Gewicht: 416 g
Reihe: Business-to-Business-Marketing
ISBN: 978-3-8350-0601-0
Verlag: Deutscher Universitätsverlag
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.
Zielgruppe
Research
Fachgebiete
Weitere Infos & Material
Theoretical Basis.- Service Engineering.- Transaction cost theory.- Customer processes.- Empirical Study.- The conceptual model.- Methodology.- Data analysis and interpretation.- Theoretical and practical implications.- Conclusion.