Customer orientation in service industries: consequences for customer value, leadership and HRM
Gespeichert in:
| 1. Verfasser: | |
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| Format: | Abschlussarbeit Buch |
| Sprache: | English |
| Veröffentlicht: |
2007
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| Schlagworte: | |
| Online-Zugang: | Inhaltsverzeichnis |
| Beschreibung: | VI, 149 S. graph. Darst. |
Internformat
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| 502 | |a Sankt Gallen, Univ., Diss., 2007 | ||
| 650 | 4 | |a Dienstleistungssektor - Kundenorientierung | |
| 650 | 4 | |a Dienstleistungssektor / Customer Relationship Management / Kundenwert / Führungstheorie / Personalwirtschaft | |
| 650 | 4 | |a Dissertation / Thesis - 18 | |
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Datensatz im Suchindex
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| adam_text | I
Table of Contents
TABLE OF CONTENTS I
LIST OF FIGURES, TABLES, AND ABBREVIATIONS IV
ABSTRACT VI
INTRODUCTION TO THE DISSERTATION 1
1. Motivation for the Study 2
2. Aim of dissertation 4
3. General Approach 5
4. Structure of the dissertation 6
PAPER I: CUSTOMER VALUE STATE OF THE ART 10
1. Introduction 11
2. Theoretical Foundation: What is Customer Value? 12
2.1 Understanding of Customer Value 12
2.2 Demarcation of Customer Value, Customer Satisfaction and Perceived
Quality 15
2.2.1 Customer Satisfaction vs. Customer Value 15
2.2.2 Perceived Quality vs. Customer Value 16
2.3 Comparison of Customer Value, Perceived Quality, and Customer
Satisfaction 16
3. Customer Value Approaches 18
3.1 Perceived Customer Value (PCV) 18
3.1.1 Product Oriented PCV. IS
3.1.2 Relationship Oriented PCV 20
3.1.3 Contradictions in PCV Research 24
3.2 Desired Customer Value (DCV) 26
3.2.1 Means End Models 26
3.2.2 DCV as Bundles of Value Dimensions 29
3.3 Strengths and Weaknesses of the Discussed Approaches 31
4. Relationships Between Customer Value and Other Marketing Constructs 33
4.1 Relationships Between Quality, Customer Value, and Customer Satisfaction.. 34
4.2 Direct and Indirect Relationships Between Customer Value and
Customer Behaviour 36
5. Outlook 38
n
PAPER II: CUSTOMER VALUE ANALYSIS IN FINANCIAL SERVICES 41
1. Introduction 42
2. Literature Review 43
2.1 Customer Value Overview and Understanding 43
2.2 Customer Value Research in the Financial Services Industry 44
3. Analysis Model and Methodology 46
3.1 Characteristics of Financial Services 46
3.2 Conceptual and Analytical Framework 47
3.3 Research Method 51
4. Research Results of the Empirical Study 53
4.1 Exploration of Desired and Perceived Customer Value 54
4.2 Gap Analysis Between Perceived, Desired, and Presumed Customer Value .... 58
4.2.1 Cap Analysis at PCV Level 58
4.2.2 Gap Analysis at DCV Level 63
4.3 Managerial Implications 63
5. Conclusion and Implications for Practice and Research 66
Appendix 1: Interview Details 68
PAPER HI: LEADERSHIP BY CUSTOMERS? IMPLICATIONS OF
CHANGING ROLES OF CUSTOMERS FOR LEADERSHIP 71
1. Introduction 72
2. Management of Services: An Integrated View 73
3. Understanding of Leadership 75
4. Customer oriented Leadership Concepts? 75
4.1 Substitutes for Leadership 76
4.2 Customers as Substitutes for Leadership in Service Organisations 77
5. Customers as Part of the Service Process 78
5.1 Customer as a Source of Competence 80
5.2 Customer as Innovator 80
5.3 Customers as Advocates 81
5.4 Key Elements in the Recent Development of Customer Involvement 83
6. Customer Involvement in the Context of Leadership 84
7. Customers Assuming Leadership Functions 85
8. Implications for Leadership Research 87
in
PAPER IV: CHANGING ROLES OF CUSTOMERS: A NEW CHALLENGE
FORHRM? 90
1. Introduction 91
2. The Role and Function of HRM 92
3. Customers as Part of the Service Process 93
4. Effects of Customer Involvement on Employees 95
4.1 Increasing Importance of Emotional and Communicative Aspects 96
4.2 Extension and Change of Employees Tasks 97
4.3 Increasing Role Conflicts and Role Ambiguity 97
4.4 Changes of the Psychological Contract 98
5. Implications for HRM of Changing Customer Roles 99
5.1 Recruitment 100
5.2 Appraisal 100
5.3 Reward 101
5.4 Development 102
6. Research Implications 103
INTEGRATION AND CONCLUSION 106
1. Introduction 107
2. Summaries of the Individual Paper Results 107
2.1 Starting position 107
2.2 Paper 1 108
2.3 Paper II 110
2.4 Paper III I 12
2.5 Paper IV 114
2.6 Limitations 116
3. Convergence of Results 118
4. Implications and Outlook for Research and Management 120
4.1 Implications and Outlook for Research 120
4.2 Implications and Outlook for Management 122
REFERENCES 124
CURRICULUM VITAE 149
JV
LIST OF FIGURES, TABLES, AND ABBREVIATIONS
List of Figures:
Figure 1: The service triangle based on Irons (1994) 3
Figure 2: Structure of the Dissertation 9
Figure 3: CV Hierarchy Model 27
Figure 4: Relationships Between Quality, Customer Value, and Satisfaction 34
Figure 5: Relationships Between Customer Value and Customer Behaviour 36
Figure 6: Customer Value Analysis Model 48
Figure 7: Holistic St. Gallen Management Approach 51
Figure 8: Customer Value Drivers and Dimensions 53
Figure 9: Leadership Relationships in the Service Triangle 85
Figure 10: Development of Customers as Part of the Service Process 94
Figure 11: The Service Component Mix: A Great Bandwidth of Service Elements ... 95
Figure 12: Integrated View on the Management of Customer Orientation 118
List of Tables:
Table 1: Definitions of Customer Value 13
Table 2: Three Forms of Value 14
Table 3: A Comparison of the Constructs Quality, Customer Value, and
Customer Satisfaction 17
Table 4: Sample of Respondent Comments Supporting Selected Gaps in
Perceived Value 59
|
| adam_txt |
I
Table of Contents
TABLE OF CONTENTS I
LIST OF FIGURES, TABLES, AND ABBREVIATIONS IV
ABSTRACT VI
INTRODUCTION TO THE DISSERTATION 1
1. Motivation for the Study 2
2. Aim of dissertation 4
3. General Approach 5
4. Structure of the dissertation 6
PAPER I: CUSTOMER VALUE STATE OF THE ART 10
1. Introduction 11
2. Theoretical Foundation: What is Customer Value? 12
2.1 Understanding of Customer Value 12
2.2 Demarcation of Customer Value, Customer Satisfaction and Perceived
Quality 15
2.2.1 Customer Satisfaction vs. Customer Value 15
2.2.2 Perceived Quality vs. Customer Value 16
2.3 Comparison of Customer Value, Perceived Quality, and Customer
Satisfaction 16
3. Customer Value Approaches 18
3.1 Perceived Customer Value (PCV) 18
3.1.1 Product Oriented'PCV. IS
3.1.2 Relationship Oriented PCV 20
3.1.3 Contradictions in PCV Research 24
3.2 Desired Customer Value (DCV) 26
3.2.1 Means End Models 26
3.2.2 DCV as Bundles of Value Dimensions 29
3.3 Strengths and Weaknesses of the Discussed Approaches 31
4. Relationships Between Customer Value and Other Marketing Constructs 33
4.1 Relationships Between Quality, Customer Value, and Customer Satisfaction. 34
4.2 Direct and Indirect Relationships Between Customer Value and
Customer Behaviour 36
5. Outlook 38
n
PAPER II: CUSTOMER VALUE ANALYSIS IN FINANCIAL SERVICES 41
1. Introduction 42
2. Literature Review 43
2.1 Customer Value Overview and Understanding 43
2.2 Customer Value Research in the Financial Services Industry 44
3. Analysis Model and Methodology 46
3.1 Characteristics of Financial Services 46
3.2 Conceptual and Analytical Framework 47
3.3 Research Method 51
4. Research Results of the Empirical Study 53
4.1 Exploration of Desired and Perceived Customer Value 54
4.2 Gap Analysis Between Perceived, Desired, and Presumed Customer Value . 58
4.2.1 Cap Analysis at PCV Level 58
4.2.2 Gap Analysis at DCV Level 63
4.3 Managerial Implications 63
5. Conclusion and Implications for Practice and Research 66
Appendix 1: Interview Details 68
PAPER HI: LEADERSHIP BY CUSTOMERS? IMPLICATIONS OF
CHANGING ROLES OF CUSTOMERS FOR LEADERSHIP 71
1. Introduction 72
2. Management of Services: An Integrated View 73
3. Understanding of Leadership 75
4. Customer oriented Leadership Concepts? 75
4.1 Substitutes for Leadership 76
4.2 Customers as Substitutes for Leadership in Service Organisations 77
5. Customers as Part of the Service Process 78
5.1 Customer as a Source of Competence 80
5.2 Customer as Innovator 80
5.3 Customers as Advocates 81
5.4 Key Elements in the Recent Development of Customer Involvement 83
6. Customer Involvement in the Context of Leadership 84
7. Customers Assuming Leadership Functions 85
8. Implications for Leadership Research 87
in
PAPER IV: CHANGING ROLES OF CUSTOMERS: A NEW CHALLENGE
FORHRM? 90
1. Introduction 91
2. The Role and Function of HRM 92
3. Customers as Part of the Service Process 93
4. Effects of Customer Involvement on Employees 95
4.1 Increasing Importance of Emotional and Communicative Aspects 96
4.2 Extension and Change of Employees' Tasks 97
4.3 Increasing Role Conflicts and Role Ambiguity 97
4.4 Changes of the Psychological Contract 98
5. Implications for HRM of Changing Customer Roles 99
5.1 Recruitment 100
5.2 Appraisal 100
5.3 Reward 101
5.4 Development 102
6. Research Implications 103
INTEGRATION AND CONCLUSION 106
1. Introduction 107
2. Summaries of the Individual Paper Results 107
2.1 Starting position 107
2.2 Paper 1 108
2.3 Paper II 110
2.4 Paper III I 12
2.5 Paper IV 114
2.6 Limitations 116
3. Convergence of Results 118
4. Implications and Outlook for Research and Management 120
4.1 Implications and Outlook for Research 120
4.2 Implications and Outlook for Management 122
REFERENCES 124
CURRICULUM VITAE 149
JV
LIST OF FIGURES, TABLES, AND ABBREVIATIONS
List of Figures:
Figure 1: The service triangle based on Irons (1994) 3
Figure 2: Structure of the Dissertation 9
Figure 3: CV Hierarchy Model 27
Figure 4: Relationships Between Quality, Customer Value, and Satisfaction 34
Figure 5: Relationships Between Customer Value and Customer Behaviour 36
Figure 6: Customer Value Analysis Model 48
Figure 7: Holistic St. Gallen Management Approach 51
Figure 8: Customer Value Drivers and Dimensions 53
Figure 9: Leadership Relationships in the Service Triangle 85
Figure 10: Development of Customers as Part of the Service Process 94
Figure 11: The Service Component Mix: A Great Bandwidth of Service Elements . 95
Figure 12: Integrated View on the Management of Customer Orientation 118
List of Tables:
Table 1: Definitions of Customer Value 13
Table 2: Three Forms of Value 14
Table 3: A Comparison of the Constructs Quality, Customer Value, and
Customer Satisfaction 17
Table 4: Sample of Respondent Comments Supporting Selected Gaps in
Perceived Value 59 |
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| index_date | 2024-07-02T17:20:40Z |
| indexdate | 2024-07-09T20:56:56Z |
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| language | English |
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| spelling | Graf, Albert Verfasser aut Customer orientation in service industries consequences for customer value, leadership and HRM Albert Graf 2007 VI, 149 S. graph. Darst. txt rdacontent n rdamedia nc rdacarrier Sankt Gallen, Univ., Diss., 2007 Dienstleistungssektor - Kundenorientierung Dienstleistungssektor / Customer Relationship Management / Kundenwert / Führungstheorie / Personalwirtschaft Dissertation / Thesis - 18 Kundenorientierung (DE-588)4316837-1 gnd rswk-swf Dienstleistungssektor (DE-588)4012183-5 gnd rswk-swf (DE-588)4113937-9 Hochschulschrift gnd-content Dienstleistungssektor (DE-588)4012183-5 s Kundenorientierung (DE-588)4316837-1 s DE-604 HBZ Datenaustausch application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=015616019&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis |
| spellingShingle | Graf, Albert Customer orientation in service industries consequences for customer value, leadership and HRM Dienstleistungssektor - Kundenorientierung Dienstleistungssektor / Customer Relationship Management / Kundenwert / Führungstheorie / Personalwirtschaft Dissertation / Thesis - 18 Kundenorientierung (DE-588)4316837-1 gnd Dienstleistungssektor (DE-588)4012183-5 gnd |
| subject_GND | (DE-588)4316837-1 (DE-588)4012183-5 (DE-588)4113937-9 |
| title | Customer orientation in service industries consequences for customer value, leadership and HRM |
| title_auth | Customer orientation in service industries consequences for customer value, leadership and HRM |
| title_exact_search | Customer orientation in service industries consequences for customer value, leadership and HRM |
| title_exact_search_txtP | Customer orientation in service industries consequences for customer value, leadership and HRM |
| title_full | Customer orientation in service industries consequences for customer value, leadership and HRM Albert Graf |
| title_fullStr | Customer orientation in service industries consequences for customer value, leadership and HRM Albert Graf |
| title_full_unstemmed | Customer orientation in service industries consequences for customer value, leadership and HRM Albert Graf |
| title_short | Customer orientation in service industries |
| title_sort | customer orientation in service industries consequences for customer value leadership and hrm |
| title_sub | consequences for customer value, leadership and HRM |
| topic | Dienstleistungssektor - Kundenorientierung Dienstleistungssektor / Customer Relationship Management / Kundenwert / Führungstheorie / Personalwirtschaft Dissertation / Thesis - 18 Kundenorientierung (DE-588)4316837-1 gnd Dienstleistungssektor (DE-588)4012183-5 gnd |
| topic_facet | Dienstleistungssektor - Kundenorientierung Dienstleistungssektor / Customer Relationship Management / Kundenwert / Führungstheorie / Personalwirtschaft Dissertation / Thesis - 18 Kundenorientierung Dienstleistungssektor Hochschulschrift |
| url | http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=015616019&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA |
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