Customer Processes in Business-to-Business Service Transactions

• Κύριος συγγραφέας: Frauendorf, Janine (Συγγραφέας)
• Συγγραφή απο Οργανισμό/Αρχή: SpringerLink (Online service)
• Μορφή: Ηλεκτρονική πηγή Ηλ. βιβλίο
• Γλώσσα: English
• Έκδοση: Wiesbaden : DUV, 2006.
• Θέματα: Business.; Marketing.; Business and Management.

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 Fra...

Πίνακας περιεχομένων:

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