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.

Level thesis:degree_level

thesis.doctoral

Grantor dc:publisher

Universität Passau

Year

2017

Author dc:creator

• Hüttel, Björn

Contributors dc:contributor

• Schumann, Jan H.

• free
• e-services
• nonmonetary costs
• zero-price effect
• customer orientation

Statement dc:rights

• Standardbedingung laut Einverständniserklärung

Repository record source_url

https://opus4.kobv.de/opus4-uni-passau/frontdoor/index/index/docId/513

OAI identifier oai:identifier

oai:kobv.de-opus4-uni-passau:513