Three Essays on Success Factors of Digital and Non-digital Services
In three studies, this dissertation deals with success factors of digital and non-digital services. More specifically it reveals the role of non-monetary costs for the success of free digital services. Moreover, it deals with customer orientation of frontline employees. It reveals the crucial role of the customer for frontline employees' ability to act in a customer-oriented manner.
free, e-services, nonmonetary costs, zero-price effect, customer orientation
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