Customer value of internet-based business services towards a conceptual model:
Saved in:
| Main Author: | |
|---|---|
| Format: | Thesis Book |
| Language: | English |
| Published: |
Giessen
VVB Laufersweiler
2013
|
| Edition: | 1. Aufl. |
| Series: | Edition scientifique
|
| Subjects: | |
| Online Access: | Inhaltsverzeichnis |
| Physical Description: | XI, 202 S. graph. Darst. 21 cm, 350 g |
| ISBN: | 9783835960138 |
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MARC
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Record in the Search Index
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| adam_text | IMAGE 1
TABLE OF CONTENTS II
TABLE O F CONTENTS
LIST OF FIGURES V
LIST OF TABLES VI
LIST OF FORMULAS IX
LIST OF ABBREVIATIONS X
1 INTRODUCTION 1
1.1 MOTIVATION AND RESEARCH QUESTION 1
1.2 EPISTEMOLOGICAL PERSPECTIVE AND RESEARCH DESIGN 3
1.3 THESIS ORGANIZATION 4
2 INTERNET - BASED BUSINESS SERVICES. 5
2.1 TERMINOLOGY F O R INTERNET-BASED SERVICES 5
2.1.1 SERVICES IN BUSINESS SCIENCE 5
2.1.2 SERVICES IN COMPUTER SCIENCE 9
2.1.3 SERVICES IN INFORMATION SCIENCE 11
2.2 SERVICE CLASSIFICATION SCHEMES 11
2.2.1 CLASSIFICATION O F SERVICES IN THE BUSINESS SCIENCE 12
2.2.2 CLASSIFICATION O F SERVICES IN COMPUTER SCIENCE 14
2.2.3 CLASSIFICATION O F SERVICES IN THE INFORMATION SCIENCE 16
3 THEORETICAL FOUNDATIONS 18
3.1 CUSTOMER VALUE THEORY. 18
3.1.1 APPROACHES TO CUSTOMER VALUE 19
3.1.2 CUSTOMER SERVICE VALUE IN TRADITIONAL AND ELECTRONIC CONTEXTS 22
3.1.3 CONCEPTUALIZATION OF CUSTOMER VALUE 24
3.1.4 CUSTOMER VALUE IN THE CONTEXT OF OUR RESEARCH PROJECT 27
3.2 KEY DIMENSIONS O F CUSTOMER VALUE 27
3.3 PRELIMINARY CONCEPTUAL MODEL 32
3.3.1 SERVICE QUALITY 33
3.3.2 TRUST 34
3.3.3 TECHNOLOGY USEFULNESS 39
3.3.4 SOCIAL AND RELATIONAL BENEFITS 40
3.3.5 COST O F SERVICE 41
3.3.6 CO-PRODUCTION AND CO-CREATION OF VALUE 41
HTTP://D-NB.INFO/1034042394
IMAGE 2
TABLE OF CONTENTS III
3.3.7 PROPOSITIONS BASED ON THEORETICAL FOUNDATION 44
4 QUALITATIVE ANALYSIS. 49
4.1 RESEARCH DESIGN 49
4.2 DATA COLLECTION APPROACH. 51
4.3 DATA ANALYSIS APPROACH 52
4.4 DATA ANALYSIS RESULTS 56
4.4.1 ANALYSIS FOR DIMENSION I: SERVICE QUALITY 57
4.4.2 ANALYSIS FOR DIMENSION II: TRUST 60
4.4.3 ANALYSIS FOR DIMENSION III: SOCIAL BONDS 62
4.4.4 ANALYSIS FOR DIMENSION IV: TECHNOLOGY USEFULNESS 64
4.4.5 ANALYSIS FOR DIMENSION V: COST OF SERVICE 66
4.4.6 ANALYSIS FOR DIMENSION VI: VALUE CO-CREATION 68
4.4.7 ANALYSIS FOR DIMENSION VII: CO-PRODUCTION 69
4.5 DISCUSSION O F RESULTS 70
4.5.1 CROSS-CASE ANALYSIS BASED ON TWO ANALYTIC STRATEGIES 70
4.5.2 CASE STUDY QUALITY CRITERIA AND TACTICS 72
4.5.3 CROSS-CASE DISCUSSION O F RESULTS 74
4.6 THEORETICAL IMPLICATIONS AND LIMITATIONS. 76
4.6.1 LIMITATION O F STUDY 76
4.6.2 THEORETICAL AND PRACTICAL IMPLICATIONS 76
5 QUANTITATIVE ANALYSIS 78
5 J STRUCTURAL EQUATION MODELING 78
5.1.1 INTRODUCTION OF STRUCTURAL EQUATION MODELING 78
5.1.2 MEASUREMENT MODELS FOR SEM 79
5.1.3 COVARIANCE- AND VARIANCE-BASED SEM 80
5.1.4 MULTIDIMENSIONAL CONSTRUCTS AND SECOND-ORDER FACTOR MODELS 83
5.2 RESEARCH HYPOTHESES F O R THE QUANTITATIVE ANALYSIS 87
5.3 SELECTION OFINTERNET-BASED BUSINESS SERVICES F O R QUANTITATIVE
INVESTIGATION 91
5.3.1 ERP ON-DEMAND SERVICES 92
5.3.2 CORPORATE TRAVEL SERVICES 93
5.4 MEASUREMENT SCALE DEVELOPMENT 94
5.4.1 STAGE 1: ITEM CREATION 95
5.4.2 STAGE 2: SCALE DEVELOPMENT 97
5.4.3 STAGE 3: INSTRUMENT TESTING 100
5.5 ERP ON-DEMAND SERVICE: FINAL QUANTITATIVE ANALYSIS 109
IMAGE 3
TABLE OF CONTENTS IV
5.5.1 DATA COLLECTION APPROACH AND SAMPLE CHARACTERISTICS 109
5.5.2 MEASUREMENT MODEL EVALUATION 111
5.5.3 STRUCTURAL MODEL EVALUATION 116
5.5.4 CONTROL OF COMMON METHOD VARIANCE 120
5.5.5 ADDITIONAL FINDINGS AND EXPLANATIONS 122
5.5.6 DISCUSSION OF RESULTS 128
5.6 CORPORATE TRAVEL SERVICE: FINAL QUANTITATIVE ANALYSIS 130
5.6.1 DATA COLLECTION APPROACH AND SAMPLE CHARACTERISTICS 130
5.6.2 MEASUREMENT MODEL EVALUATION 131
5.6.3 STRUCTURAL MODEL EVALUATION 134
5.6.4 CONTROL OF COMMON METHOD VARIANCE 138
5.6.5 DISCUSSION OF RESULTS 139
6 DISCUSSION OF RESULTS 142
6.1 EMPIRICAL AND THEORETICAL CONTRIBUTIONS. 142
6.2 PRACTICAL IMPLICATIONS 147
6.3 FUTURE RESEARCH 149
7 CONCLUSION 151
APPENDIX...., 154
APPENDIX A: QUALITATIVE STUDY. 154
APPENDIX B: QUANTITATIVE STUDY 156
APPENDIX C: ADDITIONAL FINDINGS AND EXPLANATIONS (ERP ON-DEMAND
SERVICES) 169
REFERENCES 188
|
| any_adam_object | 1 |
| author | Peslova, Eva 1982- |
| author_GND | (DE-588)1034673033 |
| author_facet | Peslova, Eva 1982- |
| author_role | aut |
| author_sort | Peslova, Eva 1982- |
| author_variant | e p ep |
| building | Verbundindex |
| bvnumber | BV041372965 |
| classification_rvk | QP 650 |
| ctrlnum | (OCoLC)867142623 (DE-599)DNB1034042394 |
| dewey-full | 658.812 658.872 |
| dewey-hundreds | 600 - Technology (Applied sciences) |
| dewey-ones | 658 - General management |
| dewey-raw | 658.812 658.872 |
| dewey-search | 658.812 658.872 |
| dewey-sort | 3658.812 |
| dewey-tens | 650 - Management and auxiliary services |
| discipline | Wirtschaftswissenschaften |
| edition | 1. Aufl. |
| format | Thesis Book |
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| indexdate | 2024-07-10T00:55:14Z |
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| isbn | 9783835960138 |
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| physical | XI, 202 S. graph. Darst. 21 cm, 350 g |
| publishDate | 2013 |
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| publisher | VVB Laufersweiler |
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| spelling | Peslova, Eva 1982- Verfasser (DE-588)1034673033 aut Customer value of internet-based business services towards a conceptual model Eva Peslova 1. Aufl. Giessen VVB Laufersweiler 2013 XI, 202 S. graph. Darst. 21 cm, 350 g txt rdacontent n rdamedia nc rdacarrier Edition scientifique Zugl.: Mannheim, Univ. Diss., 2012 Kundenwert (DE-588)4515875-7 gnd rswk-swf Electronic Commerce (DE-588)4592128-3 gnd rswk-swf Business-to-Business-Marketing (DE-588)4631075-7 gnd rswk-swf (DE-588)4113937-9 Hochschulschrift gnd-content Kundenwert (DE-588)4515875-7 s Business-to-Business-Marketing (DE-588)4631075-7 s Electronic Commerce (DE-588)4592128-3 s b DE-604 DNB Datenaustausch application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=026821089&sequence=000001&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis |
| spellingShingle | Peslova, Eva 1982- Customer value of internet-based business services towards a conceptual model Kundenwert (DE-588)4515875-7 gnd Electronic Commerce (DE-588)4592128-3 gnd Business-to-Business-Marketing (DE-588)4631075-7 gnd |
| subject_GND | (DE-588)4515875-7 (DE-588)4592128-3 (DE-588)4631075-7 (DE-588)4113937-9 |
| title | Customer value of internet-based business services towards a conceptual model |
| title_auth | Customer value of internet-based business services towards a conceptual model |
| title_exact_search | Customer value of internet-based business services towards a conceptual model |
| title_full | Customer value of internet-based business services towards a conceptual model Eva Peslova |
| title_fullStr | Customer value of internet-based business services towards a conceptual model Eva Peslova |
| title_full_unstemmed | Customer value of internet-based business services towards a conceptual model Eva Peslova |
| title_short | Customer value of internet-based business services towards a conceptual model |
| title_sort | customer value of internet based business services towards a conceptual model |
| topic | Kundenwert (DE-588)4515875-7 gnd Electronic Commerce (DE-588)4592128-3 gnd Business-to-Business-Marketing (DE-588)4631075-7 gnd |
| topic_facet | Kundenwert Electronic Commerce Business-to-Business-Marketing Hochschulschrift |
| url | http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=026821089&sequence=000001&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA |
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