Three Essays on Success Factors of Digital and Non-digital Services

  • 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.

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Metadaten
Author:Björn Hüttel
URN:urn:nbn:de:bvb:739-opus4-5134
Advisor:Jan H. Schumann
Document Type:Doctoral Thesis
Language:English
Year of Completion:2017
Date of Publication (online):2017/12/15
Date of first Publication:2017/12/15
Publishing Institution:Universität Passau
Granting Institution:Universität Passau, Wirtschaftswissenschaftliche Fakultät
Date of final exam:2017/09/12
Release Date:2017/12/15
Tag:customer orientation; e-services; free; nonmonetary costs; zero-price effect
GND Keyword:Kundenorientierung
Page Number:XVIII, 170 Seiten
Institutes:Wirtschaftswissenschaftliche Fakultät
Dewey Decimal Classification:3 Sozialwissenschaften / 33 Wirtschaft / 330 Wirtschaft
open_access (DINI-Set):open_access
Licence (German):License LogoStandardbedingung laut Einverständniserklärung