In Zeiten der Bedürfnisorientierung nutzen Praktiker vermehrt eine nutzenspezifische Kommunikation an den Kontaktpunkten, um ein holistisches Kundenerlebnis zu realisieren und langfristige Kundenbeziehungen aufzubauen. Was für Praktiker vielversprechend klingt, ist wissenschaftlich noch...

This thesis discusses customers' engagement behaviors (CEB) in the context of continuous service relationships (telecommunication provider and financial services' provider). CEB manifestations are agreed in literature and in business to be a potential source of value for the firm and valuable...

In this dissertation, service-dominant logic (S-D logic) is used as a meta-theory for analyzing various aspects of value co-creation in the context of services. Value co-creation is fundamental to understanding where and how S-D logic differs from goods-dominant logic (G-D logic). In their...