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.
Author: | Björn Hüttel |
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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): | ![]() |