£42.99

About as cheap as it gets — within 5% of the all-time low it hit 2 months ago.

£43 today · all-time low £43 (Jul 2026) · usually £43

Deutscher Universitätsverlag Customer Processes in Business-to-Business Service Transactions (Business-to-Business-Marketing)

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Last 68 days · 68 data points (no recent data)

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£44.74 £42.68 £43.13 £43.58 £44.03 £44.48 £44.93 25 July 2026 10 August 2026 27 August 2026 13 September 2026 30 September 2026
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Price Distribution

Price distribution over 68 days • 2 price levels

Days at Price
Current Price
59 days · current 9 days 0 15 30 44 59 £43 £45 Days at Price

Price Analysis

Most common price: £43 (59 days, 86.8%)

Price range: £43 - £45

Price levels: 2 different prices over 68 days

Description

Services cannot be produced without customer participation. This aspect involves significant consequences for services management. The integration of the customer and the integration of the external resources that customers need to provide require comprehensive means to coordinate the activities of suppHers and customers. Services management Hterature is based on the idea that the success of service companies mainly depends on an effective and efficient design of supplier and customer interfaces. As a result, academic and practice-oriented service management problems are concerned with managing service processes. However, most approaches are focused on the supplier process side. Here, numerous concepts as well as IT supported tools for service process documentation and service process management have been developed. Customer processes, on the contrary, have mostly been ignored even though it is obvious that they have a high impact on the overall success of the service process. The present work is a major step forward to close that research gap. The author analyses the customer influence on efficiency and effectiveness of the service process depending on the customer's service process knowledge. The empirical data of the thesis was gained from a practice study: it was made in cooperation with a corporate division of T-Systems International that provides business customers with virus wall and firewall service packages for data network security. The study is based on the assumption that service customers have a script, i. e. a relatively precise image of the structure and process of the service transaction.

Product Specifications

Format
paperback
Domain
Amazon UK
Release Date
24 November 2006
Listed Since
11 April 2008

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