Customer Processes in Business-to-Business Service Transactions

• Main Author: Frauendorf, Janine (Author)
• Corporate Author: SpringerLink (Online service)
• Format: Electronic eBook
• Language: English
• Published: Wiesbaden : DUV, 2006.
• Subjects: 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...

Table of Contents:

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