TY - THES A1 - Hüttel, Björn T1 - Three Essays on Success Factors of Digital and Non-digital Services N2 - In three studies, this dissertation deals with success factors of digital and non-digital services. More specifically it reveals the role of non-monetary costs for the success of free digital services. Moreover, it deals with customer orientation of frontline employees. It reveals the crucial role of the customer for frontline employees' ability to act in a customer-oriented manner. KW - free KW - e-services KW - nonmonetary costs KW - zero-price effect KW - customer orientation KW - Kundenorientierung Y1 - 2017 UR - https://opus4.kobv.de/opus4-uni-passau/frontdoor/index/index/docId/513 UR - https://nbn-resolving.org/urn:nbn:de:bvb:739-opus4-5134 ER -