Perceived fairness of differential customer treatment:
Gespeichert in:
| 1. Verfasser: | |
|---|---|
| Format: | Abschlussarbeit Buch |
| Sprache: | English |
| Veröffentlicht: |
2011
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| Schlagworte: | |
| Online-Zugang: | kostenfrei https://nbn-resolving.org/urn:nbn:de:bvb:91-diss-20111125-1081401-1-3 Inhaltsverzeichnis |
| Beschreibung: | XVI, 204 S. graph. Darst. |
Internformat
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Datensatz im Suchindex
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| adam_text | IMAGE 1
XI
TABLE OF CONTENTS
ENGLISH
SUMMARY.....................................................................................................................
I
DEUTSCHE
ZUSAMMENFASSUNG..................................................................................................
V
ACKNOWLEDGMENTS IX
TABLE O F CONTENTS XI
LIST O F FIGURES XIII
LIST OF TABLES XIV
LIST OF ABBREVIATIONS.................... XV
1 INTRODUCTION 1
2 CONCEPTUAL BASIS
..................................................................................................................7
2.1 DIFFERENTIAL CUSTOMER TREATMENT AND RELATIONSHIP MARKETING 7
2.2 CONCEPTUALIZATION O F DIFFERENTIAL CUSTOMER TREATMENT 9
2.3 DIFFERENTIAL CUSTOMER TREATMENT-CURRENT KNOWLEDGE 15
2.3.1 UNDERLYING METRICS AND OUTCOMES IS
2.3.2 RELATIONSHIP DISSOLUTION IN THE BUSINESS-TO-BUSINESS CONTEXT 19
2.3.3 PRACTITIONER GUIDES AND FRAMEWORKS 20
2.3.4 PRESS REPORTS AND COMMENTS 23
2.3.5 RELATED WORK ON (UN)FAIR PRICING 24
2.3.6 FAIRNESS ISSUES 25
3 PROJECT I: DO US AND GERMAN CONSUMERS DIFFER? 29
3.1 THEORETICAL BASIS: SERVICE FAIRNESS AND DIFFERENTIAL TREATMENT 29
3.2 THE IDEA O F AMERICAN EXCEPTIONALISM: HYPOTHESIZED COUNTRY
DIFFERENCES 35
3.3 STUDY 1: HOW US AND GERMAN CONSUMERS DIFFER 39
3.3.1 METHOD 39
3.3.2 RESULTS 45
3.3.3 SUMMARY 54
3.3.4 DISCUSSION 54
3.4 STUDY 2: WHY US AND GERMAN CONSUMERS DIFFER 59
3.4.1 METHOD 62
3.4.2 RESULTS 66
3.4.3 SUMMARY 74
3.4.4 DISCUSSION 74
3.5 PROJECT I: MANAGERIAL IMPLICATIONS AND OUTLOOK 78
HTTP://D-NB.INFO/1033963380
IMAGE 2
XII
TABLE O F CONTENTS
4 PROJECT II: HOW SHOULD FIRMS PRESENT THEMSELVES? 85
4.1 THEORETICAL BASIS: SOCIAL NORMS AND MARKET NORMS 85
4.2 MARKETING RESEARCH ON RELATIONSHIP NORMS 88
4.2.1 WORK THAT IMPLIES THE DISTINCTION BETWEEN SOCIAL NORMS AND MARKET
NORMS 89
4.2.2 WORK THAT REFERS TO THE DISTINCTION BETWEEN SOCIAL NORMS AND
MARKET NORMS 91
4.3 DIFFERENTIAL CUSTOMER TREATMENT AND RELATIONSHIP NORMS 92
4.3.1 PRIMING O F RELATIONSHIP NORMS 93
4.3.2 HYPOTHESES 95
4.3.3 * METHOD 97
4.3.4 RESULTS 103
4.3.5 SUMMARY 107
4.3.6 DISCUSSION 107
4.4 PROJECT II: MANAGERIAL IMPLICATIONS AND OUTLOOK 110
5 CONCLUSIONS AND GENERAL
DISCUSSION..............................................................................
115
5.1 CONCLUSIONS 115
5.2 GENERAL DISCUSSION AND OUTLOOK 118
5.3 TOWARD AN INTEGRATIVE FRAMEWORK O F DIFFERENTIAL CUSTOMER TREATMENT
123
6 APPENDIX 133
LIST O F APPENDIXES 180
LIST O F FIGURES IN APPENDIX 181
LIST O F TABLES IN APPENDIX 182
7
REFERENCES.........................................................................................................................
185
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| spelling | Mayser, Sabine Verfasser aut Perceived fairness of differential customer treatment Sabine Mayser 2011 XVI, 204 S. graph. Darst. txt rdacontent n rdamedia nc rdacarrier München, Techn. Univ., Diss., 2011 Dienstleistung (DE-588)4012178-1 gnd rswk-swf Kundenmanagement (DE-588)4236865-0 gnd rswk-swf Beziehungsmarketing (DE-588)4789127-0 gnd rswk-swf (DE-588)4113937-9 Hochschulschrift gnd-content Beziehungsmarketing (DE-588)4789127-0 s Dienstleistung (DE-588)4012178-1 s Kundenmanagement (DE-588)4236865-0 s DE-604 Erscheint auch als Online-Ausgabe urn:nbn:de:bvb:91-diss-20111125-1081401-1-3 http://mediatum.ub.tum.de/node?id=1081401 Verlag kostenfrei Volltext https://nbn-resolving.org/urn:nbn:de:bvb:91-diss-20111125-1081401-1-3 Resolving-System DNB Datenaustausch application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=025399434&sequence=000001&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis |
| spellingShingle | Mayser, Sabine Perceived fairness of differential customer treatment Dienstleistung (DE-588)4012178-1 gnd Kundenmanagement (DE-588)4236865-0 gnd Beziehungsmarketing (DE-588)4789127-0 gnd |
| subject_GND | (DE-588)4012178-1 (DE-588)4236865-0 (DE-588)4789127-0 (DE-588)4113937-9 |
| title | Perceived fairness of differential customer treatment |
| title_auth | Perceived fairness of differential customer treatment |
| title_exact_search | Perceived fairness of differential customer treatment |
| title_full | Perceived fairness of differential customer treatment Sabine Mayser |
| title_fullStr | Perceived fairness of differential customer treatment Sabine Mayser |
| title_full_unstemmed | Perceived fairness of differential customer treatment Sabine Mayser |
| title_short | Perceived fairness of differential customer treatment |
| title_sort | perceived fairness of differential customer treatment |
| topic | Dienstleistung (DE-588)4012178-1 gnd Kundenmanagement (DE-588)4236865-0 gnd Beziehungsmarketing (DE-588)4789127-0 gnd |
| topic_facet | Dienstleistung Kundenmanagement Beziehungsmarketing Hochschulschrift |
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