In this paper we bring together two worlds that are usually strictly separated in research: leadership and customers. Until now leadership research has concentrated particularly on internal organizational processes, whereas customers were analyzed preferably in the context of marketing and...

The value concept is one of marketing theory’s basic elements. Identifying andcreating customer value (CV) - understood as value for customers - is regarded asan essential prerequisite for future company success. Nevertheless, not until quiterecently has CV received much research attention....

This study investigates what creates value for customers and how providers canimprove value for their customers. A comprehensive analytical model with a fourstepapproach is presented and applied in the field of financial services. In a firststep, the main customer value drivers are identified...

In this paper we bring together two worlds that are usually strictly separated in research: leadership and customers. Until now leadership research has concentrated particularly on internal organizational processes, whereas customers were analyzed preferably in the context of marketing and...

The research topics HRM and customer involvement are usually investigated separately.On the one hand, research shows that the spectrum of roles and functions ofcustomers as key company stakeholders has changed dramatically in the last fewyears. In service companies, now more than ever, customers...

Trotz einer grundsätzlich positiven Ausgangslage mehren sich die Stimmen, dass in den kommenden Jahren mit erheblichen Umwälzungen in der Schweizerischen Assekuranz zu rechnen ist. Vor diesem Hintergrund beschreibt die vorliegende Studie den heutigen Stand der Assekuranz und zeigt acht...

Kundenzentrierung und die Generierung von Customer Value werden für Versicherer zunehmend erfolgskritisch. Detailliertes Wissen, wer der Kunde ist, und wie er über "seinen" Versicherer denkt, ist dafür unerläss-lich. Dieser Beitrag identifiziert den Austausch zwischen (potenziellen) Kunden...

Spätestens seit der Finanzkrise befindet sich die Bankenbranche in tiefgreifender Transformation, begleitet von öffentlichen Diskussionen über ihre gesellschaftliche Rolle und Verantwortung, gleichzeitig herausgefordert von neuen Markt-Playern. Diese neuen Unternehmen sind nicht nur agiler...

Interaction channel choices during the customer journey have significant consequences for both consumers and service providers. Especially in service industries with high interaction frequency, both customer experience and cost per interaction can vary drastically. As a new experiment...