Remote service technology perception and its impact on customer-provider relationships an empirical exploratory study in a B-to-B-setting
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| Format: | Abschlussarbeit Buch |
| Sprache: | English |
| Veröffentlicht: |
Wiesbaden
Gabler
2011
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| Ausgabe: | 1. ed. |
| Schriftenreihe: | Gabler Research : Applied marketing sience
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| Online-Zugang: | Inhaltsverzeichnis |
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| 245 | 1 | 0 | |a Remote service technology perception and its impact on customer-provider relationships |b an empirical exploratory study in a B-to-B-setting |c Stefanie Paluch. With a foreword by Hartmut H. Holzmüller |
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Datensatz im Suchindex
| _version_ | 1819691576687853568 |
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| adam_text | IMAGE 1
TABLE OF CONTENTS IX
TABLE OF CONTENTS
1 INTRODUCTION 1
1.1 MOTIVATION 1
1.2 RESEARCH QUESTIONS 4
1.3 STRUCTURE OF THE THESIS 5
2 CONCEPTUAL FOUNDATION OF REMOTE SERVICES 8
2.1 INTRODUCTION INTO TECHNOLOGY-MEDIATED SERVICES 8
2.2 DEFINITION AND POSITIONING OF REMOTE SERVICES 14
2.3 REMOTE SERVICES IN THE SERVICE CONTEXT 21
2.3.1 INTANGIBILITY 21
2.3.2 PERISHABILITY 21
2.3.3 SIMULTANEITY OF PRODUCTION AND CONSUMPTION 22
2.3.4 INTEGRATION OF THE EXTERNAL FACTOR 23
2.3.5 HETEROGENEITY 23
2.4 BENEFITS AND CHALLENGES OF REMOTE SERVICES 24
2.5 STUDIES ON REMOTE SERVICES 29
2.6 CONCLUSION AND IMPLICATIONS 32
3 THEORETICAL FRAMEWORK 34
3.1 THEORETICAL FOUNDATION OF THE SERVICE ENCOUNTER 34
3.1.1 THE SERVICE ENCOUNTER 34
3.1.2 SERVICE QUALITY IN THE SERVICE ENCOUNTER 37
3.1.2.1 SERVICE QUALITY IN THE B2C SERVICE ENCOUNTER 37
3.1.2.2 SERVICE QUALITY IN THE B2B SERVICE ENCOUNTER 39
BIBLIOGRAFISCHE INFORMATIONEN HTTP://D-NB.INFO/1011919494
DIGITALISIERT DURCH
IMAGE 2
TABLE OF CONTENTS
3.1.2.3 CONCLUSION 47
3.1.3 THE EMPLOYEE IN THE SERVICE ENCOUNTER 47
3.1.3.1 STUDIES ON EMPLOYEE BEHAVIOR 48
3.1.3.2 THE EMPLOYEE IN THE B2B SERVICE ENCOUNTER 56
3.1.3.3 CONCLUSION 57
3.1.4 THE SERVICE CUSTOMER IN THE SERVICE ENCOUNTER 58
3.1.4.1 CUSTOMER ROLES IN THE SERVICE ENCOUNTER 58
3.1.4.2 MOTIVES OF CUSTOMER INTEGRATION 68
3.1.4.3 CONCLUSION 70
3.2 TECHNOLOGY IN THE SERVICE ENCOUNTER 70
3.2.1 CHANGING NATURE OF SERVICE ENCOUNTERS 71
3.2.2 (DIS-) ADVANTAGES OF TECHNOLOGY IN THE SERVICE ENCOUNTER 72
3.2.3 SERVICE TECHNOLOGY RESEARCH 74
3.2.3.1 CUSTOMER READINESS 80
3.2.3.2 TECHNOLOGY READINESS 82
3.2.3.3 TECHNOLOGY IN THE B2B ENCOUNTER 83
3.2.4 CONCLUSION 85
3.3 INTERACTION AND CUSTOMER RELATIONS IN THE TECHNOLOGY-BASED
SERVICE ENCOUNTER 85
3.3.1 THE PYRAMID MODEL 85
3.3.2 TECHNOLOGY-BASED CUSTOMER CONTACT 87
3.3.3 EMPLOYEES IN THE TECHNOLOGY-BASED CUSTOMER CONTACT 92
3.3.4 RELATIONSHIPS AND THE TECHNOLOGY-BASED SERVICE ENCOUNTER 94
3.3.5 CONCLUSION 98
3.4 THEORETICAL FOUNDATION OF TECHNOLOGY ADOPTION 98
3.4.1 INNOVATION DIFFUSION THEORY (IDT) 98
IMAGE 3
TABLE OF CONTENTS XI
3.4.2 THEORY OF REASONED ACTION (TRA) 100
3.4.3 THEORY OF PLANNED BEHAVIOR (TPB) 102
3.4.4 TECHNOLOGY ACCEPTANCE MODEL (TAM) 103
3.4.5 THE UNIFIED THEORY OF ACCEPTANCE AND
USE OF TECHNOLOGY (UTAUT) 104
3.4.6 INTERACTIVE TECHNOLOGY-MEDIATED SERVICE USAGE MODEL (ITSUM)106
3.4.7 CONCLUSION 109
4 RESEARCH DESIGN 110
4.1 QUALITATIVE RESEARCH 110
4.1.1 QUALITATIVE RESEARCH IN THE CONTEXT OF
REMOTE SERVICE TECHNOLOGY 110
4.1.2 CONCLUSION 114
4.2 EMPIRICAL PHASE 114
4.2.1 ONLINE FOCUS GROUPS AS A PILOT STUDY 116
4.2.2 QUALITATIVE INTERVIEWS 123
4.2.2.1 INTERVIEW GUIDE 125
4.2.2.2 SAMPLING 127
4.2.2.3 CONDUCTION OF PERSONAL INTERVIEWS AND OBSERVATIONS.. 130
4.2.3 CONCLUSION 134
4.3 DATA ANALYSIS 135
4.3.1 THE METHOD GABEK/WINRELAN 136
4.3.2 PROCESS 139
4.3.2.1 TEXT UNITS 139
4.3.2.2 CRITERION CODING 140
4.3.2.3 KEYWORD CODING 141
4.3.2.4 EVALUATION CODING 142
IMAGE 4
XII TABLE OF CONTENTS
4.3.2.5 CAUSAL CODING 146
4.3.2.6 ACTUAL- AND TARGET CODING 149
4.4 METAPHORS 150
5 RESULTS OF THE EMPIRICAL STUDY 154
5.1 REMOTE SERVICE EVALUATION 154
5.2 REMOTE SERVICE PERCEPTION 157
5.2.1 REMOTE SERVICE TECHNOLOGY 159
5.2.1.1 REMOTE SERVICE FEATURES 159
5.2.1.2 COMPLEXITY 163
5.2.1.3 RELIABILITY 166
5.2.1.4 AVAILABILITY 167
5.2.1.5 SECURITY AND RISK 169
5.2.1.6 ACCESS 171
5.2.1.7 SERVICE CENTER 174
5.2.1.8 FIELD SERVICE ENGINEER 177
5.2.1.9 CONCLUSION 185
5.2.2 REMOTE SERVICE WORKFLOW 191
5.2.2.1 THEORETICAL CONCEPT 192
5.2.2.2 WORKFLOW 193
5.2.2.3 FOLLOW-UP 198
5.2.2.4 PREPARATION 142
5.2.2.5 CUSTOMERS WORKFLOW 201
5.2.2.6 CONCLUSION 204
5.2.3 INFORMATION 205
5.2.3.1 TRANSPARENCY 206
IMAGE 5
TABLE OF CONTENTS XIII
5.2.3.2 EVIDENCE OF SERVICE 207
5.2.3.3 NOTIFICATION 210
5.2.3.4 DOCUMENTATION 214
5.2.3.5 CONCLUSION 221
5.2.4 ECONOMIE VALUE 222
5.2.4.1 ECONOMIE POINT OF VIEW 223
5.2.4.2 TIME 225
5.2.4.3 SERVICE CONTRACT 230
5.2.4.4 COSTS AND PRICE 233
5.2.4.5 QUALITY AND VALUE EVALUATION 239
5.2.4.6 CONCLUSION 244
5.2.5 INTERACTION 245
5.2.5.1 COMMUNICATION 246
5.2.5.2 PERSONAL CONTACT 252
5.2.5.3 HUMAN FACTOR 258
5.2.5.4 INVOLVEMENT 264
5.2.5.5 CO-PRODUCTION AND CONTROL 264
5.2.5.6 CONCLUSION 271
5.2.6 INDIVIDUALIZATION 273
5.2.6.1 INDIVIDUAL TREATMENT 274
5.2.6.2 MATRIX OF URGENCY/PRIORITY 279
5.2.6.3 CUSTOMER-SPECIFIC EXPERIENCE AND KNOWLEDGE 283
5.2.6.4 CONCLUSION 285
5.2.7 AUXILIARY SERVICES 286
5.2.7.1 TRAINING 287
5.2.7.2 LEARNING 289
IMAGE 6
XIV TABLE OF CONTENTS
5.2.7.3 IMPROVEMENT/PERSPECTIVE 292
5.2.7.4 CONCLUSION 295
5.2.8 REMOTE SERVICE CUSTOMER CHARACTERISTICS 297
5.2.8.1 AGE 297
5.2.8.2 QUALIFICATION AND COMPETENCE 298
5.2.8.3 ROLE AND FUNCTION 300
5.2.9 CONCLUSION 301
5.3 REMOTE SERVICE AND RELATIONSHIPS 308
5.3.1 PERCEPTION OF RELATIONSHIP 309
5.3.2 REMOTE SERVICE TECHNOLOGY 320
5.3.3 TECHNOLOGY CONTACT 325
5.3.4 INTERACTION 330
5.3.5 CONCLUSION 339
6 CONCLUSION 341
6.1 SUMMARY 341
6.2 THEORETICAL IMPLICATIONS 346
6.3 MANAGERIAL IMPLICATIONS 349
6.4 METHODOLOGICAL REFLEXION UND FUTURE RESEARCH 363
7 REFERENCES 370
|
| any_adam_object | 1 |
| author | Paluch, Stefanie 1983- |
| author_GND | (DE-588)1016544677 |
| author_facet | Paluch, Stefanie 1983- |
| author_role | aut |
| author_sort | Paluch, Stefanie 1983- |
| author_variant | s p sp |
| building | Verbundindex |
| bvnumber | BV039746552 |
| classification_rvk | QP 611 |
| ctrlnum | (OCoLC)766106795 (DE-599)DNB1011919494 |
| dewey-full | 658.812 |
| dewey-hundreds | 600 - Technology (Applied sciences) |
| dewey-ones | 658 - General management |
| dewey-raw | 658.812 |
| dewey-search | 658.812 |
| dewey-sort | 3658.812 |
| dewey-tens | 650 - Management and auxiliary services |
| discipline | Wirtschaftswissenschaften |
| edition | 1. ed. |
| format | Thesis Book |
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| id | DE-604.BV039746552 |
| illustrated | Illustrated |
| indexdate | 2024-12-24T02:28:10Z |
| institution | BVB |
| isbn | 9783834931009 3834931004 |
| language | English |
| oai_aleph_id | oai:aleph.bib-bvb.de:BVB01-024594091 |
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| owner_facet | DE-2070s DE-188 DE-945 |
| physical | XVIII, 419 S. graph. Darst. 21 cm |
| publishDate | 2011 |
| publishDateSearch | 2011 |
| publishDateSort | 2011 |
| publisher | Gabler |
| record_format | marc |
| series2 | Gabler Research : Applied marketing sience |
| spellingShingle | Paluch, Stefanie 1983- Remote service technology perception and its impact on customer-provider relationships an empirical exploratory study in a B-to-B-setting Remote Service (DE-588)7589086-0 gnd Kundenorientierung (DE-588)4316837-1 gnd Beziehungsmanagement (DE-588)4326109-7 gnd |
| subject_GND | (DE-588)7589086-0 (DE-588)4316837-1 (DE-588)4326109-7 (DE-588)4113937-9 |
| title | Remote service technology perception and its impact on customer-provider relationships an empirical exploratory study in a B-to-B-setting |
| title_auth | Remote service technology perception and its impact on customer-provider relationships an empirical exploratory study in a B-to-B-setting |
| title_exact_search | Remote service technology perception and its impact on customer-provider relationships an empirical exploratory study in a B-to-B-setting |
| title_full | Remote service technology perception and its impact on customer-provider relationships an empirical exploratory study in a B-to-B-setting Stefanie Paluch. With a foreword by Hartmut H. Holzmüller |
| title_fullStr | Remote service technology perception and its impact on customer-provider relationships an empirical exploratory study in a B-to-B-setting Stefanie Paluch. With a foreword by Hartmut H. Holzmüller |
| title_full_unstemmed | Remote service technology perception and its impact on customer-provider relationships an empirical exploratory study in a B-to-B-setting Stefanie Paluch. With a foreword by Hartmut H. Holzmüller |
| title_short | Remote service technology perception and its impact on customer-provider relationships |
| title_sort | remote service technology perception and its impact on customer provider relationships an empirical exploratory study in a b to b setting |
| title_sub | an empirical exploratory study in a B-to-B-setting |
| topic | Remote Service (DE-588)7589086-0 gnd Kundenorientierung (DE-588)4316837-1 gnd Beziehungsmanagement (DE-588)4326109-7 gnd |
| topic_facet | Remote Service Kundenorientierung Beziehungsmanagement Hochschulschrift |
| url | http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=024594091&sequence=000001&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA |
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