Performance implications of intelligence- and value-management initiatives in customer-relationship management:
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| Format: | Abschlussarbeit Buch |
| Sprache: | English |
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Göttingen
[2017]
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| Online-Zugang: | Inhaltsverzeichnis Inhaltsverzeichnis |
| Beschreibung: | VI, 129 Seiten Diagramme 30 cm |
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| 100 | 1 | |a Klein, Sebastian Andreas Peter |e Verfasser |0 (DE-588)1119477298 |4 aut | |
| 245 | 1 | 0 | |a Performance implications of intelligence- and value-management initiatives in customer-relationship management |c vorgelegt von Dipl.-Kfm. Sebastian Andreas Peter Klein |
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Datensatz im Suchindex
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| adam_text | TABLE OF CONTENTS
TABLE OF
CONTENTS..............................................................................................................................I
LIST OF
FIGURES...................................................................................................................................V
LIST OF
TABLES..................................................................................................................................
VI
1. GENERAL
INTRODUCTION...................................................................................
1
1.1.
RELEVANCE...............................................................................................................................
1
1.2. RESEARCH
OUTLINE..................................................................................................................
4
1.3.
ABSTRACTS...............................................................................................................................
10
1.3.1. STUDY 1: QUESTION-BEHAVIOR EFFECT - THE ROLE O F COMMITMENT
VELOCITY
.............
10
1.3.2. STUDY 2: FOR BETTER OR WORSE - THE IMPACT OF TEMPORAL
RELATIONSHIP ASPECTS ON
THE QUESTION-BEHAVIOR
EFFECT......................................................................................11
1.3.3. STUDY 3: ONE MORE CAN HURT! THE IMPACT OF REPEATED CUSTOMER
SURVEY
PARTICIPATION ON RELATIONAL
BEHAVIORS........................................................................12
1.3.4. STUDY 4: CUSTOMER-STATUS PROVISION IN RELATIONSHIP MANAGEMENT -
DOS AND
DON*TS............................................................................................................................13
2. STUDY 1: QUESTION-BEHAVIOR EFFECT - THE ROLE OF COMMITMENT
VELOCITY.....................15
2.1.
INTRODUCTION..........................................................................................................................17
2.2. CONCEPTUAL
BACKGROUND.....................................................................................................
19
2.2.1. RELATIONSHIP
DYNAMICS...............................................................................................19
2.2.2. THE ROLE OF COMMITMENT VELOCITY FOR THE QUESTION-BEHAVIOR EFFECT
...................
20
2.2.3. THE ROLE OF COMMITMENT VELOCITY VS. OTHER METRICS OF RELATIONSHIP
DYNAMICS
FOR THE QUESTION-BEHAVIOR EFFECT
..............................................................................
21
2.3. OVERVIEW OF EMPIRICAL
STUDIES.........................................................................................
22
2.4. STUDY LA: EXAMINING THE ROLES OF COMMITMENT VELOCITY AND HISTORICAL
COMMITMENT
AVERAGES FOR THE QUESTION-BEHAVIOR
EFFECT.....................................................................23
2.4.1.
PRE-STUDY......................................................................................................................23
2.4.2. MAIN
STUDY..................................................................................................................
26
2.5. STUDY LB: DISCRIMINATING THE ROLE O F COMMITMENT VELOCITY VS.
RECENCY EFFECTS FOR
THE QUESTION-BEHAVIOR EFFECT
...........................................................................................
29
2.5.1.
PRE-STUDY........................................................................................................................29
2.5.2. MAIN
STUDY.....................................................................................................................33
2.6. C
ONCLUSION............................................................................................................................
34
2.6.1. IMPLICATIONS FOR THEORY AND
PRACTICE.........................................................................
35
2.6.2. STUDY LIMITATIONS AND FUTURE
RESEARCH.....................................................................
36
3. STUDY 2: FOR BETTER OR WORSE * THE IMPACT OF TEMPORAL RELATIONSHIP
ASPECTS ON THE
QUESTION-BEHAVIOR
EFFECT.......................................................................................
37
3.1.
INTRODUCTION...........................................................................................................................
39
3.2. CONCEPTUAL
BACKGROUND......................................................................................................
43
3.2.1. QUESTION-BEHAVIOR EFFECT IN RELATIONAL
SETTINGS......................................................43
3.2.2. COMMITMENT VELOCITY AS THE CORE OF RELATIONSHIP
DYNAMICS...............................45
3.2.3. QUESTION-BEHAVIOR EFFECT AND COMMITMENT VELOCITY
.............................................
47
3.2.4. QUESTION-BEHAVIOR EFFECT AND CUSTOMERS* TEMPORAL MINDSET
...............................
49
3.3. OVERVIEW OF EMPIRICAL STUDIES
..........................................................................................
50
3.4. STUDY 2A: INVESTIGATING COMMITMENT VELOCITY*S INFLUENCE ON THE QBE
IN A FIELD
SETTING....................................................................................................................................51
3.4.1. RESEARCH DESIGN AND D ATA
..........................................................................................
51
3.4.2. MODEL AND
ESTIMATION..................................................................................................
53
3.4.3. RESULTS AND D
ISCUSSION................................................................................................56
3.5. STUDY 2B: INVESTIGATING COMMITMENT VELOCITY*S INFLUENCE ON THE QBE
IN A CONTROLLED
LAB
EXPERIMENT................................................................................................
58
3.5.1.
PRE-STUDY........................................................................................................................58
3.5.2. MAIN
STUDY....................................................................................................................
61
3.6. STUDY 2C: RULING OUT COMMITMENT LEVEL AND HISTORICAL AVERAGES AS
ALTERNATIVE
EXPLANATIONS..........................................................................................................................63
3.6.1.
PRE-STUDY......................................................................................................................
64
3.6.2. MAIN
STUDY..................................................................................................................
67
3.7. STUDY 2D: RULING OUT RECENCY EFFECTS AS AN ALTERNATIVE
EXPLANATION..........................70
3.7.1.
PRE-STUDY.......................................................................................................................70
3.7.2. MAIN
STUDY....................................................................................................................75
3.8. STUDY 2E: LEVERAGING COMMITMENT VELOCITY*S INFLUENCE
.............................................
76
3.8.1. DESIGN, PARTICIPANTS, AND
PROCEDURE..........................................................................77
3.8.2. RESULTS AND D
ISCUSSION...............................................................................................
78
3.9.
CONCLUSION...........................................................................................................................79
3.9.1. IMPLICATIONS FOR T
HEORY..............................................................................................
79
3.9.2. IMPLICATIONS FOR M
ANAGERS..........................................................................................80
4. STUDY 3: ONE MORE CAN HURT! THE IMPACT OF REPEATED CUSTOMER SURVEY
PARTICIPATION ON RELATIONAL
BEHAVIORS................................................................
81
4.1.
INTRODUCTION..........................................................................................................................83
4.2. CONCEPTUAL
BACKGROUND.....................................................................................................
86
4.2.1. THE QUESTION-BEHAVIOR EFFECT IN A SINGLE-SURVEY CONTEXT
...................................
86
4.2.2. THE QUESTION-BEHAVIOR EFFECT IN A REPEATED-SURVEY
CONTEXT...............................87
4.2.3. THE MODERATING INFLUENCE OF LOYALTY ON THE MAGNITUDE AND
DIRECTION OF
THE
QBE........................................................................................................................
89
4.2.4. THE MODERATING INFLUENCE OF CRITICAL INCIDENTS ON THE MAGNITUDE
AND DIRECTION OF
THE
QBE........................................................................................................................
90
4.3.
METHODOLOGY......................................................................................................................
92
4.3.1. RESEARCH DESIGN AND D
ATA.........................................................................................
92
4.3.2. MODEL AND
ESTIMATION.................................................................................................94
4.3.3. RESULTS AND D
ISCUSSION...............................................................................................99
4.4.
CONCLUSION.........................................................................................................................101
4.4.1. IMPLICATIONS FOR THEORY AND PRACTICE
......................................................................
102
4.4.2. STUDY LIMITATIONS AND FUTURE
RESEARCH..................................................................
103
5. STUDY 4: CUSTOMER-STATUS PROVISION IN RELATIONSHIP MANAGEMENT -
DOS AND DON T S
........................................................................................................105
5.1.
INTRODUCTION.........................................................................................................................
107
5.2. CHALLENGE 1
.........................................................................................................................
108
5.2.1. DEALING WITH CUSTOMER STATUS IN DIRECT-CUSTOMER CONTACT
................................
108
5.2.2. ACKNOWLEDGING LEGITIMACY ASPECTS WHEN COMMUNICATING
STATUS.....................109
5.3. CHALLENGE 2
.........................................................................................................................
110
5.3.1. INSTITUTIONALIZATION O F CUSTOMER
DIFFERENTIATION..................................................... 110
5.3.2. DETERMINING THE OPTIMAL NUMBER O F STATUS LEVELS
..............................................
111
5.4. CHALLENGE 3
.........................................................................................................................
113
5.4.1. FLUCTUATION BETWEEN STATUS GROUPS
.........................................................................
113
5.4.2. IMPLEMENTING CHANGE MANAGEMENT AT UP- AND DOWNGRADES
..............................
114
5.5. C
ONCLUSION..........................................................................................................................
115
6. GENERAL
DISCUSSION...................................................................................................................116
APPENDIX
....................................................................................................................................119
REFERENCES
....................................................................................................................................121
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| spelling | Klein, Sebastian Andreas Peter Verfasser (DE-588)1119477298 aut Performance implications of intelligence- and value-management initiatives in customer-relationship management vorgelegt von Dipl.-Kfm. Sebastian Andreas Peter Klein Göttingen [2017] VI, 129 Seiten Diagramme 30 cm txt rdacontent n rdamedia nc rdacarrier Dissertation Georg-August-Universität Göttingen 2017 (DE-588)4113937-9 Hochschulschrift gnd-content B:DE-101 application/pdf http://d-nb.info/1166689417/04 Inhaltsverzeichnis DNB Datenaustausch application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=031646573&sequence=000001&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis |
| spellingShingle | Klein, Sebastian Andreas Peter Performance implications of intelligence- and value-management initiatives in customer-relationship management |
| subject_GND | (DE-588)4113937-9 |
| title | Performance implications of intelligence- and value-management initiatives in customer-relationship management |
| title_auth | Performance implications of intelligence- and value-management initiatives in customer-relationship management |
| title_exact_search | Performance implications of intelligence- and value-management initiatives in customer-relationship management |
| title_full | Performance implications of intelligence- and value-management initiatives in customer-relationship management vorgelegt von Dipl.-Kfm. Sebastian Andreas Peter Klein |
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| title_short | Performance implications of intelligence- and value-management initiatives in customer-relationship management |
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