Download Customer Processes in Business-to-Business Service by Janine Frauendorf (auth.) PDF

By Janine Frauendorf (auth.)

Services can't be produced with no the participation of the client. The customer’s effect at the potency and effectiveness of the carrier strategy implies major outcomes for carrier strategy administration. subsequently, shopper techniques must be taken extra into consideration.

Janine Frauendorf analyzes how patron tactics can be utilized to optimize the final provider approach. during this context, the provider blueprint represents the foremost software of the thesis – initially a device for designing and optimizing the inner strategy of the carrier operator, it truly is now prolonged by means of the buyer procedure facet. Transaction fee concept, because the hyperlink among provider strategy and patron technique, at the one hand and the script build from cognitive psychology at the different, give you the theoretical foundation for the thesis. at the foundation of empirical effects, the writer offers major implications for prone examine and useful feedback for enterprise practice.

Show description

Read or Download Customer Processes in Business-to-Business Service Transactions PDF

Best marketing books

The Retail Value Chain: How to Gain Competitive Advantage through Efficient Consumer Response (ECR) Strategies

The internationalization and consolidation of retailing is popping the normal retail on its head. overseas deciding to buy, quickly and effective operational types and new applied sciences continuously problem shops. actual price cutting war is simply starting. The Retail worth Chain analyzes the alterations within the retail and the strategic strategies now open to businesses.

Marketing und Electronic Commerce: Managementwissen und Praxisbeispiele für das erfolgreich expansive Marketing

Das Buch richtet sich sowohl an Entscheider wie auch Umsetzer von Marketingstrategien in Unternehmen. Besonders angesprochen werden Projektverantwortliche in digital Commerce-Projekten sowie Geschäftsführer und Marketingverantwortliche in kleinen und mittelständischen Unternehmen. Das Buch bietet einen Einblick in erfolgreiche Strategien sowie eine umfassende Übersicht über die wesentlichen Aspekte der Realisierung.

Marktorientierte Unternehmensführung im Wandel: Retrospektive und Perspektiven des Marketing

Das Konzept der marktorientierten Unternehmensführung struggle in den letzten Jahrzehnten einem stetigen Wandel unterworfen. Prof. Dr. Dr. h. c. mult. Heribert Meffert, der Gründer des ersten Instituts für advertising an einer deutschen Hochschule, hat die Entwicklungen der marktorientierten Unternehmensführung dabei maßgeblich in Forschung und intensiver Zusammenarbeit mit Unternehmen geprägt.

Customer Processes in Business-to-Business Service Transactions

Prone can't be produced with out the participation of the buyer. The customer’s impression at the potency and effectiveness of the carrier approach implies major outcomes for provider approach administration. therefore, consumer techniques must be taken extra under consideration. Janine Frauendorf analyzes how client tactics can be utilized to optimize the final provider method.

Additional info for Customer Processes in Business-to-Business Service Transactions

Example text

They are the only costs that apply to the provider as well as to the client. In the context of the customer integration process, every procurement of an external resource can be seen as a transaction. e. the external resources, are provided by the same "contractor", to wit the customer. In order to carry out customer integration activities, several types of costs (Mellerowicz 1957) can be differentiated (FlieB 2001): 1) The costs of procuring external resources: these costs predominantly arise from negotiations with the client regarding the provision of the external resources.

Yet, traditional service operations management approaches still disregard the adjustment to the customer process activities. Although service operations management recognizes the client's role as a service co-producer, adequate importance is not attached to the customer side of the service process. Tseng et al, for example, criticize that "service operations have so far not been adequately studied through a systematic portrayal of the entire service experience of customers in accordance with the customer's activities" (Tseng, Qinhai et al.

However, all scenarios show that, even though resource factor integration 21 Service Engineering can occur in different ways, it always requires both parties to participate. Furthermore, it is of crucial relevance to point out that external resource integration refers to all external resource factors, as explained earlier. This includes the customer company with actively participating individuals, who carry out certain actions within the service performance process, but also objects, such as equipment or gear that forms part of the customer activities, as well as customer information which is directly or indirectly incorporated in the service production process.

Download PDF sample

Rated 4.15 of 5 – based on 8 votes