The power of co-creation: managing customer co-creation of technology-based services
Saved in:
| Main Author: | |
|---|---|
| Format: | Thesis Book |
| Language: | English |
| Published: |
Hamburg
Kovač
2012
|
| Series: | Schriftenreihe innovative betriebswirtschaftliche Forschung und Praxis
345 |
| Subjects: | |
| Online Access: | Ausführliche Beschreibung Inhaltsverzeichnis |
| Physical Description: | XIX, 142 S. graph. Darst. 21 cm, 216 g |
| ISBN: | 9783830064428 383006442X |
Staff View
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Record in the Search Index
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| adam_text | IMAGE 1
TABLE O F CONTENTS
TABLE OF CONTENTS
TABLE OF CONTENTS X I
LIST OF FIGURES X V
LIST OF TABLES X V I I
LIST OF ABBREVIATIONS X I X
1 T H E POWER O F CUSTOMER CO-CREATION 1
1.1 A NEW WAY O F CONSUMPTION 1
1.2 RESEARCH OBJECTIVES AND OUTLINE O F DISSERTATION 2
2 MEASURING T H E WILLINGNESS O F A CUSTOMER T O ENGAGE I N CO-CREATION
O F
TECHNOLOGY-BASED SERVICES - INTRODUCING T H E W C C CONSTRUCT 7
*2.1 INTRODUCTION 8
2.2 CONCEPTUAL DEVELOPMENT 9
2.2.1 CUSTOMER CO-CREATION 9
2.2.2 THE WILLINGNESS O F A CUSTOMER TO ENGAGE IN CO-CREATION 10
2.2.3 CUSTOMER BENEFITS O F THE WCC 13
2.2.4 CUSTOMER COSTS O F THE WCC 13
2.3 SCALE DEVELOPMENT 17
2.3.1 RESEARCH CONTEXT AND SAMPLE DESCRIPTION 17
2.3.2 ITEM GENERATION 19
2.3.3 EXPLORATORY FACTOR ANALYSIS 20
2.3.4 CONFIRMATORY FACTOR ANALYSIS 21
2.3.5 TEST O F PREDICTIVE VALIDITY 22
2.4 CONCLUSION 24
2.5 PRACTICAL IMPLICATIONS 25
2.6 LIMITATIONS AND DIRECTIONS FOR FURTHER RESEARCH 26
2.7 APPENDIX 28
3 T H E CO-CREATION EXPERIENCE - EXAMINING CUSTOMER CO-CREATION A S T H
E MISSING LINK T O SUCCESSFULLY EXPLAIN T H E ADOPTION O F
TECHNOLOGY-BASED SERVICES .... 2 9
3.1 INTRODUCTION 30
3.2 CONCEPTUAL DEVELOPMENT 31
3.2.1 ADOPTION O F INNOVATIONS 31
3.2.2 CUSTOMER CO-CREATION O F TECHNOLOGY-BASED SERVICES 32
3.2.3 DEVELOPMENT O F WCC MEASUREMENT SCALE 33
3.3 MODEL AND HYPOTHESES DEVELOPMENT 36
3.3.1 THE MEDIATING ROLE O F WCC 36
3.3.2 COMPARISON O F PREDICTIVE POWER 42
3.3.3 INVOLVEMENT AND PREVIOUS EXPERIENCE AS MODERATORS 42
XI
HTTP://D-NB.INFO/1024943593
IMAGE 2
TABLE O F CONTENTS
3.4 METHOD 43
3.4.1 DATA 43
3.4.2 MEASURES 44
3.4.2.1 INDIVIDUAL DIFFERENCES 44
3.4.2.2 INNOVATION CHARACTERISTICS 45
3.4.2.3 THE WILLINGNESS O F A CUSTOMER TO ENGAGE IN CO-CREATION (WCC) 45
3.4.2.4 ADOPTION INTENTION 46
3.4.2.5 INVOLVEMENT, PREVIOUS EXPERIENCE AND CONTROL VARIABLES 4 7
3.5 ANALYSIS AND RESULTS 47
3.5.1 ANALYSIS 47
3.5.2 HIERARCHICAL MEASUREMENT MODEL RESULTS 48
3.5.3 GLOBAL MEASUREMENT MODEL RESULTS 52
3.5.4 STRUCTURAL MODEL RESULTS 55
3.5.4.1 MAIN EFFECTS 55
3.5.4.2 COMPARISON O F PREDICTIVE POWER 56
3.5.4.3 MODERATING EFFECTS 57
3.5.4.4 CONTROLS 58
3.6 DISCUSSION 59
3.7 MANAGERIAL IMPLICATIONS 61
3.8 LIMITATIONS AND DIRECTIONS FOR FUTURE RESEARCH 63
3.9 APPENDIX 65
4 T H E D A R K SIDE O F CUSTOMER CO-CREATION - EXPLORING CONSEQUENCES O
F FAILED
C O - C R E A T E D TECHNOLOGY-BASED SERVICES 7 1
4.1 INTRODUCTION 72
4.2 CONCEPTUAL DEVELOPMENT 73
4.2.1 CUSTOMER CO-CREATION 73
4.2.2 LINKING CUSTOMER CO-CREATION TO SERVICE FAILURE AND SERVICE
RECOVERY .... 75
4.3 HYPOTHESIS DEVELOPMENT 77
4.3.1 EFFECT O F CO-CREATION LEVEL ON CUSTOMER SATISFACTION FOR
SUCCESSFUL AND
FAILED TECHNOLOGY-BASED SERVICES 77
4.3.2 EFFECT O F CO-CREATION LEVEL AND TYPE O F SERVICE RECOVERY ON
CUSTOMER SATISFACTION FOR TECHNOLOGY-BASED SERVICES 78
4.4 METHOD 81
4.4.1 RESEARCH DESIGN AND SAMPLE DESCRIPTION 81
4.4.2 MEASURES 84
4.5 ANALYSIS AND RESULTS 84
4.5.1 ANALYSIS 84
4.5.2 RESULTS 86
4.6 DISCUSSION 89
4.7 MANAGERIAL IMPLICATIONS 92
4.8 LIMITATIONS AND DIRECTIONS FOR FUTURE RESEARCH 93
4.9 APPENDIX 95
XII
IMAGE 3
TABLE O F CONTENTS
5 HARNESSING T H E POWER O F CUSTOMER CO-CREATION 1 1 5
6 REFERENCES 1 2 1
X I I I
|
| any_adam_object | 1 |
| author | Handrich, Matthias |
| author_facet | Handrich, Matthias |
| author_role | aut |
| author_sort | Handrich, Matthias |
| author_variant | m h mh |
| building | Verbundindex |
| bvnumber | BV040608482 |
| classification_rvk | QP 210 |
| ctrlnum | (OCoLC)814522706 (DE-599)DNB1024943593 |
| dewey-full | 658.575 |
| dewey-hundreds | 600 - Technology (Applied sciences) |
| dewey-ones | 658 - General management |
| dewey-raw | 658.575 |
| dewey-search | 658.575 |
| dewey-sort | 3658.575 |
| dewey-tens | 650 - Management and auxiliary services |
| discipline | Wirtschaftswissenschaften |
| format | Thesis Book |
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| spelling | Handrich, Matthias Verfasser aut The power of co-creation managing customer co-creation of technology-based services Matthias Handrich Hamburg Kovač 2012 XIX, 142 S. graph. Darst. 21 cm, 216 g txt rdacontent n rdamedia nc rdacarrier Schriftenreihe innovative betriebswirtschaftliche Forschung und Praxis 345 Zugl.: Wiesbaden, EBS Univ. für Wirtschaft und Recht (i. Gr.), Diss., 2012 Verbraucherzufriedenheit (DE-588)4129147-5 gnd rswk-swf Produktentwicklung (DE-588)4139402-1 gnd rswk-swf Kundenorientierung (DE-588)4316837-1 gnd rswk-swf Interaktionssystem (DE-588)4161977-8 gnd rswk-swf Kundenmanagement (DE-588)4236865-0 gnd rswk-swf (DE-588)4113937-9 Hochschulschrift gnd-content Produktentwicklung (DE-588)4139402-1 s Kundenorientierung (DE-588)4316837-1 s Interaktionssystem (DE-588)4161977-8 s Kundenmanagement (DE-588)4236865-0 s Verbraucherzufriedenheit (DE-588)4129147-5 s DE-604 Schriftenreihe innovative betriebswirtschaftliche Forschung und Praxis 345 (DE-604)BV019712185 345 X:MVB text/html http://www.verlagdrkovac.de/978-3-8300-6442-8.htm Ausführliche Beschreibung DNB Datenaustausch application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=025436101&sequence=000001&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis |
| spellingShingle | Handrich, Matthias The power of co-creation managing customer co-creation of technology-based services Schriftenreihe innovative betriebswirtschaftliche Forschung und Praxis Verbraucherzufriedenheit (DE-588)4129147-5 gnd Produktentwicklung (DE-588)4139402-1 gnd Kundenorientierung (DE-588)4316837-1 gnd Interaktionssystem (DE-588)4161977-8 gnd Kundenmanagement (DE-588)4236865-0 gnd |
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| title | The power of co-creation managing customer co-creation of technology-based services |
| title_auth | The power of co-creation managing customer co-creation of technology-based services |
| title_exact_search | The power of co-creation managing customer co-creation of technology-based services |
| title_full | The power of co-creation managing customer co-creation of technology-based services Matthias Handrich |
| title_fullStr | The power of co-creation managing customer co-creation of technology-based services Matthias Handrich |
| title_full_unstemmed | The power of co-creation managing customer co-creation of technology-based services Matthias Handrich |
| title_short | The power of co-creation |
| title_sort | the power of co creation managing customer co creation of technology based services |
| title_sub | managing customer co-creation of technology-based services |
| topic | Verbraucherzufriedenheit (DE-588)4129147-5 gnd Produktentwicklung (DE-588)4139402-1 gnd Kundenorientierung (DE-588)4316837-1 gnd Interaktionssystem (DE-588)4161977-8 gnd Kundenmanagement (DE-588)4236865-0 gnd |
| topic_facet | Verbraucherzufriedenheit Produktentwicklung Kundenorientierung Interaktionssystem Kundenmanagement Hochschulschrift |
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