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Anywhere, Anytime, Autonomous - Meeting Customer Needs in the Digital Age Through Omni-Channel and Proactive Service Management.

紀錄類型:	書目-電子資源 : Monograph/item
正題名/作者:	Anywhere, Anytime, Autonomous - Meeting Customer Needs in the Digital Age Through Omni-Channel and Proactive Service Management./
作者:	Wenninger, Annette.
面頁冊數:	1 online resource (54 pages)
附註:	Source: Dissertations Abstracts International, Volume: 84-02, Section: B.
Contained By:	Dissertations Abstracts International84-02B.
標題:	Software. -
電子資源:	http://pqdd.sinica.edu.tw/twdaoapp/servlet/advanced?query=29235149click for full text (PQDT)
ISBN:	9798841564768

Anywhere, Anytime, Autonomous - Meeting Customer Needs in the Digital Age Through Omni-Channel and Proactive Service Management.
Wenninger, Annette.

Anywhere, Anytime, Autonomous - Meeting Customer Needs in the Digital Age Through Omni-Channel and Proactive Service Management. - 1 online resource (54 pages)

Source: Dissertations Abstracts International, Volume: 84-02, Section: B.

Thesis (Ph.D.)--Universitaet Bayreuth (Germany), 2022.

Includes bibliographical references

The increasing proliferation of digital technologies enables novel value propositions, closer customer relationships, and greater automation of customer-facing business processes, softening the boundaries between the physical and digital world. Whether it is a smart fridge informing customers when food is running low, digital fitting rooms in stores offering extensive knowledge about the garments, or the permanent availability of information through smart devices, the opportunities to provide a unique customer experience appear endless in the digital age. However, with these opportunities, customer behavior is also changing to favor empowered customers who determine how they interact with organizations. These empowered customers expect a seamless and personalized customer experience anytime, anywhere. Hence, organizations must shift their mindset from organizational-defined solutions to customer-oriented solutions to meet customer needs in the digital age. Against this backdrop, this cumulative doctoral thesis aims to identify pathways to fulfill customer needs based on omni-channel and proactive service management insights.Considering omni-channel management, Research Article #1 presents an economic decision model that helps organizations seamlessly manage hybrid customers moving fluently between channels by evaluating omni-channel strategies that meet customers' channel preferences and can also be operated efficiently. Considering proactive service management, Research Article #2 analyses proactive service features through the empirical and conceptual design of a taxonomy and provides further a list of 45 examples. This taxonomy helps organizations and researchers understand the proactive service phenomenon and to identify valuable conceptualizations. Based on this research article, Research Article #3 shows that the implementation of certain proactive service features has the potential to delight customers. Organizations can, therefore, design appropriate services leading to higher customer satisfaction. The classification and prioritization of the features are determined by applying the well-established Kano model and the self-state importance method. Further, the popular Five Factor model allows investigating the influence of customers' personality traits on the evaluation. Finally, Research Article #4 presents a contextualized acceptance model of proactive services drawn from insights of general acceptance theory to identify antecedents influencing customers' acceptance. The results provide further indications for a tailored service design meeting customer needs. In sum, this cumulative doctoral thesis analyzes customer needs in the digital age through different theoretical lenses by using qualitative and quantitative research methods in the research field of omni-channel and proactive service management. In this regard, the research articles build upon (i.e., Kano model, Five Factor model, taxonomy design) and extend relevant theory (i.e., contextualized UTAUT2 model) to answer the different underlying research questions, whereby providing valuable empirical evidence for researchers and practitioners.

Electronic reproduction.
Ann Arbor, Mich. :
ProQuest,
2023

Mode of access: World Wide Web

ISBN: 9798841564768Subjects--Topical Terms:

619355
Software.
Index Terms--Genre/Form:

542853
Electronic books.

Anywhere, Anytime, Autonomous - Meeting Customer Needs in the Digital Age Through Omni-Channel and Proactive Service Management.
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500 $a Source: Dissertations Abstracts International, Volume: 84-02, Section: B.
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504 $a Includes bibliographical references
520 $a The increasing proliferation of digital technologies enables novel value propositions, closer customer relationships, and greater automation of customer-facing business processes, softening the boundaries between the physical and digital world. Whether it is a smart fridge informing customers when food is running low, digital fitting rooms in stores offering extensive knowledge about the garments, or the permanent availability of information through smart devices, the opportunities to provide a unique customer experience appear endless in the digital age. However, with these opportunities, customer behavior is also changing to favor empowered customers who determine how they interact with organizations. These empowered customers expect a seamless and personalized customer experience anytime, anywhere. Hence, organizations must shift their mindset from organizational-defined solutions to customer-oriented solutions to meet customer needs in the digital age. Against this backdrop, this cumulative doctoral thesis aims to identify pathways to fulfill customer needs based on omni-channel and proactive service management insights.Considering omni-channel management, Research Article #1 presents an economic decision model that helps organizations seamlessly manage hybrid customers moving fluently between channels by evaluating omni-channel strategies that meet customers' channel preferences and can also be operated efficiently. Considering proactive service management, Research Article #2 analyses proactive service features through the empirical and conceptual design of a taxonomy and provides further a list of 45 examples. This taxonomy helps organizations and researchers understand the proactive service phenomenon and to identify valuable conceptualizations. Based on this research article, Research Article #3 shows that the implementation of certain proactive service features has the potential to delight customers. Organizations can, therefore, design appropriate services leading to higher customer satisfaction. The classification and prioritization of the features are determined by applying the well-established Kano model and the self-state importance method. Further, the popular Five Factor model allows investigating the influence of customers' personality traits on the evaluation. Finally, Research Article #4 presents a contextualized acceptance model of proactive services drawn from insights of general acceptance theory to identify antecedents influencing customers' acceptance. The results provide further indications for a tailored service design meeting customer needs. In sum, this cumulative doctoral thesis analyzes customer needs in the digital age through different theoretical lenses by using qualitative and quantitative research methods in the research field of omni-channel and proactive service management. In this regard, the research articles build upon (i.e., Kano model, Five Factor model, taxonomy design) and extend relevant theory (i.e., contextualized UTAUT2 model) to answer the different underlying research questions, whereby providing valuable empirical evidence for researchers and practitioners.
520 $a Die zunehmende Verbreitung digitaler Technologien ermoglicht neuartige Wertangebote, engere Kundenbeziehungen und eine starkere Automatisierung der kundenorientierten Geschaftsprozesse, wodurch die Grenzen zwischen der physischen und der digitalen Welt aufgeweicht werden. Sei es ein intelligenter Kuhlschrank, der den Kunden informiert, wenn die Lebensmittel zur Neige gehen, digitale Anproberaume in Geschaften, die umfassendes Wissen uber die Kleidungsstucke bieten, oder die standige Verfugbarkeit von Informationen uber smarte Gerate, die Moglichkeiten im digitalen Zeitalter einzigartige Kundenerlebnisse zu bieten scheinen endlos. Mit diesen Moglichkeiten andert sich jedoch auch das Kundenverhalten zugunsten von befahigten Kunden, die selbst bestimmen, wie sie mit Unternehmen interagieren. Diese befahigten Kunden erwarten ein nahtloses und personalisiertes Kundenerlebnis, jederzeit und uberall. Daher mussen Unternehmen ihre Denkweise von organisationsdefinierten Losungen auf kundenorientierte Losungen umstellen, um die Kundenbedurfnisse im digitalen Zeitalter zu erfullen. Vor diesem Hintergrund zielt diese kumulative Dissertation darauf ab, Wege zur Erfullung der Kundenbedurfnisse auf der Grundlage von Omnichannel- und proaktivem Servicemanagement zu identifizieren. Im Hinblick auf das Omnichannel-Management wird in Forschungsartikel #1 ein okonomisches Entscheidungsmodell vorgestellt, das Unternehmen dabei hilft hybride Kunden, die sich fliesend zwischen den Kanalen bewegen, nahtlos zu managen, indem Omnichannel-Strategien evaluiert werden, die den Kanalpraferenzen der Kunden entsprechen und gleichzeitig effizient betrieben werden konnen. Im Forschungsartikel #2 werden proaktive Servicemerkmale durch die empirische und konzeptionelle Entwicklung einer Taxonomie analysiert und eine Liste von 45 Beispielen erstellt. Diese Taxonomie hilft Unternehmen und Forschern, das Phanomen des proaktiven Service zu verstehen und wertvolle Konzeptualisierungen zu identifizieren. Auf der Grundlage dieses Forschungsartikels zeigt der Forschungsartikel #3, dass die Umsetzung bestimmter proaktiver Servicemerkmale das Potenzial hat, Kunden zu begeistern. Unternehmen konnen daher geeignete Services entwickeln, die zu einer hoheren Kundenzufriedenheit fuhren. Die Klassifizierung und Priorisierung der Merkmale wird durch die Anwendung des etablierten Kano-Modells und der Self-State-Import-Methode bestimmt. Daruber hinaus wird mit Hilfe des bekannten Funf-Faktoren-Modells der Einfluss von Personlichkeitsmerkmalen der Kunden auf die Bewertung untersucht. Schlieslich wird in Forschungsartikel #4 ein kontextualisiertes Akzeptanzmodell fur proaktive Services vorgestellt, das auf den Erkenntnissen der allgemeinen Akzeptanztheorie aufbaut, um Faktoren zu identifizieren, die die Akzeptanz der Kunden beeinflussen. Die Ergebnisse liefern weitere Anhaltspunkte fur ein masgeschneidertes, kundengerechtes Servicedesign. Zusammenfassend analysiert diese kumulative Dissertation die Kundenbedurfnisse im digitalen Zeitalter durch verschiedene theoretische Linsen, indem sie qualitative und quantitative Forschungsmethoden im Forschungsfeld des Omnichannel- und proaktiven Servicemanagements einsetzt. In dieser Hinsicht bauen die Forschungsartikel auf bestehende Theorie auf (z. B. Kano-Modell, Funf-Faktoren-Modell, Taxonomie-Design) und erweitern relevante Theorien (z. B. kontextualisiertes UTAUT2-Modell), um die verschiedenen zugrundeliegenden Forschungsfragen zu beantworten, wodurch wertvolle empirische Erkenntnisse fur Forscher und Praktiker bereitgestellt werden.
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