Holdings: Performance implications of intelligence- and value-management initiatives in customer-relationship management

Performance implications of intelligence- and value-management initiatives in customer-relationship management:

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Bibliographic Details
Main Author:	Klein, Sebastian Andreas Peter (Author)
Format:	Thesis Book
Language:	English
Published:	Göttingen [2017]
Subjects:	Hochschulschrift
Online Access:	Inhaltsverzeichnis Inhaltsverzeichnis
Physical Description:	VI, 129 Seiten Diagramme 30 cm

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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 DONTS............................................................................................................................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 VELOCITYS 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 VELOCITYS 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
title_fullStr	Performance implications of intelligence- and value-management initiatives in customer-relationship management vorgelegt von Dipl.-Kfm. Sebastian Andreas Peter Klein
title_full_unstemmed	Performance implications of intelligence- and value-management initiatives in customer-relationship management vorgelegt von Dipl.-Kfm. Sebastian Andreas Peter Klein
title_short	Performance implications of intelligence- and value-management initiatives in customer-relationship management
title_sort	performance implications of intelligence and value management initiatives in customer relationship management
topic_facet	Hochschulschrift
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