Customer Processes in Business-to-Business Service Transactions
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Janine Frauendorf
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Customer Processes in Business-to-Business Service Transactions
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DUV Deutscher Universitäts-Verlag
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9783835094475
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1
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CHF 47.50
:
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Werbung, Marketing
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English
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303
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Wasserzeichen/DRM
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PC/MAC/eReader/Tablet
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PDF
Janine Frauendorf analyzes how customer processes can be used to optimize the overall service process. Her focus is on the service blueprint: Originally a tool for the design and optimization of the service operator's internal process, it is now extended taking into account the customer process aspect. She presents significant implications for services research and helpful suggestions for business practice.
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.
Preface and Acknowledgements
8
Table of Contents
10
List of figures
14
1 Introduction
16
THEORETICAL BASIS
26
2 Service Engineering
26
3 Transaction cost theory
68
4 Customer processes
87
EMPIRICAL STUDY
151
5 The conceptual model
151
6 Methodology
160
7 Data analysis and interpretation
201
8 Theoretical and practical implications
229
9 Conclusion
255
List of Appendices
260
Bibliography
271
