nach oben

Erschienen in:

2024 | OriginalPaper | Buchkapitel

2. Wertgenerierung in der Lebenswelt des Kunden

verfasst von : Sabine Fließ, Stefan Dyck, Maarten Volkers

Erschienen in: Management von Dienstleistungsprozessen

Verlag: Springer Fachmedien Wiesbaden

Einloggen

Aktivieren Sie unsere intelligente Suche, um passende Fachinhalte oder Patente zu finden.

search-config

KI-gestützte Suche

Aus

Zusammenfassung

Die Wertgenerierung des Kunden richtet sich auf sein Well-Being und erfolgt durch Praktiken, die der Kunde in seiner Lebenswelt durchführt. Es wird gezeigt, welche Merkmale Praktiken aufweisen und wie der Kunde durch Praktiken Wert erzeugt. Praktiken erfordern die Einbindung von Ressourcen, die der Kunde im Rahmen seines Ressourcenintegrationsprozesses kompatibel macht, integriert und bewertet. Verfügt der Kunde nicht über die erforderlichen Ressourcen, kann er sie selbst erzeugen oder am Markt beschaffen (Make-or-Buy-Entscheidung). Dabei kann er mehrere Dienstleister (Consumption Journey) oder einen Dienstleister (Customer Journey) in seinen Wertgenerierungsprozess integrieren. Bei jeder Entscheidung für einen Dienstleister durchläuft der Kunde einen Kaufentscheidungsprozess, der durch Einstellungen, soziale Normen, wahrgenommene Verhaltenskontrolle sowie kognitive und affektive Prozesse gekennzeichnet ist.

Sie haben noch keine Lizenz? Dann Informieren Sie sich jetzt über unsere Produkte:

Springer Professional "Wirtschaft+Technik"

Online-Abonnement

Mit Springer Professional "Wirtschaft+Technik" erhalten Sie Zugriff auf:

über 102.000 Bücher
über 537 Zeitschriften

aus folgenden Fachgebieten:

Automobil + Motoren
Bauwesen + Immobilien
Business IT + Informatik
Elektrotechnik + Elektronik
Energie + Nachhaltigkeit
Finance + Banking
Management + Führung
Marketing + Vertrieb
Maschinenbau + Werkstoffe
Versicherung + Risiko

Jetzt Wissensvorsprung sichern!

Jetzt informieren

Springer Professional "Technik"

Online-Abonnement

Mit Springer Professional "Technik" erhalten Sie Zugriff auf:

über 67.000 Bücher
über 390 Zeitschriften

aus folgenden Fachgebieten:

Automobil + Motoren
Bauwesen + Immobilien
Business IT + Informatik
Elektrotechnik + Elektronik
Energie + Nachhaltigkeit
Maschinenbau + Werkstoffe

Jetzt Wissensvorsprung sichern!

Jetzt informieren

Springer Professional "Wirtschaft"

Online-Abonnement

Mit Springer Professional "Wirtschaft" erhalten Sie Zugriff auf:

über 67.000 Bücher
über 340 Zeitschriften

aus folgenden Fachgebieten:

Bauwesen + Immobilien
Business IT + Informatik
Finance + Banking
Management + Führung
Marketing + Vertrieb
Versicherung + Risiko

Jetzt Wissensvorsprung sichern!

Jetzt informieren

Vorheriges Kapitel Grundlagen des Managements von Dienstleistungsprozessen

Nächstes Kapitel Vorbereitende Kundenaktivitäten in der Pre-Service-Phase

Ajzen I (1985) From intentions to actions: a theory of planned behavior. In: Kuhl J, Beckmann J (Hrsg) Action control. Springer, Berlin/Heidelberg, S 11–39CrossRef

Ajzen I (1991) The theory of planned behavior. Organ Behav Hum Decis Process 50:179–211CrossRef

Akaka MA, Parry G (2019) Value-in-context: an exploration of the context of value and the value of context. In: Maglio PP, Kieliszewski CA, Spohrer JC, Lyons K, Patrício L, Sawatani Y (Hrsg) Handbook of service science. Springer, Cham, S 457–477

Akaka MA, Vargo SL, Lusch RF (2013) The complexity of context: a service ecosystems approach for international marketing. J Int Mark 21:1–20CrossRef

Alba JW, Williams EF (2013) Pleasure principles: a review of research on hedonic consumption. J Consum Psychol 23:2–18CrossRef

Anderson L, Ostrom AL (2015) Transformative service research. J Serv Res 18:243–249CrossRef

Andreasen AR, Goldberg ME, Sirgy JM (2019) Foundational research on consumer welfare. Opportunities for a transformative consumer research agenda. In: Mick DG, Pettigrew S, Pechmann C, Ozanne JL (Hrsg) Transformative consumer research for personal and collective well-being. Routledge, New York/London, S 25–65

Archer M (2000) Being human: The problem of agency. Cambridge University Press, CambridgeCrossRef

Arnould EJ, Thompson CJ (2005) Consumer culture theory (CCT): twenty years of research. J Consum Res 31:868–882CrossRef

Babin BJ, James KW (2010) A brief retrospective and introspective on value. Eur Bus Rev 22:471–478CrossRef

Babin BJ, Darden WR, Griffin M (1994) Work and/or fun: measuring hedonic and utilitarian shopping value. J Consum Res 20:644–656CrossRef

Ballantyne D (2004) Dialogue and its role in the development of relationship specific knowledge. J Bus Ind Mark 19:114–123CrossRef

Bandura A (1977) Self-efficacy: toward a unifying theory of behavioral change. Psychol Rev 84:191–215CrossRef

Becker L, Jaakkola E, Halinen A (2020) Toward a goal-oriented view of customer journeys. J Serv Manag 31:767–790CrossRef

Black IR, Cherrier H (2010) Anti-consumption as part of living a sustainable lifestyle: daily practices, contextual motivations and subjective values. J Consum Behav 9:437–453CrossRef

Blocker CP, Flint DJ (2007) Exploring the dynamics of customer value in cross-cultural business relationships. J Bus Ind Mark 22:249–259CrossRef

Bolton RN, McColl-Kennedy JR, Cheung L, Gallan AS, Orsingher C, Witell L, Zaki M (2018) Customer experience challenges: bringing together digital, physical and social realms. J Serv Manag 29:776–808CrossRef

Bouckenooghe D, Vanderheyden K, Mestdagh S, van Laethem S (2007) Cognitive motivation correlates of coping style in decisional conflict. J Psychol 141:605–625CrossRef

Bourdieu P (1982) Die feinen Unterschiede. Kritik der gesellschaftlichen Urteilskraft. Suhrkamp, Frankfurt am Main

Bruce HL, Wilson HN, Macdonald EK, Clarke B (2019) Resource integration, value creation and value destruction in collective consumption contexts. J Bus Res 103:173–185CrossRef

Butler C, Parkhill KA, Pidgeon NF (2016) Energy consumption and everyday life: choice, values and agency through a practice theoretical lens. J Consum Cult 16:887–907CrossRef

Büttner OB, Florack A, Göritz AS (2014) Shopping orientation as a stable consumer disposition and its influence on consumers’ evaluations of retailer communication. Eur J Mark 48:1026–1045CrossRef

Caridà A, Edvardsson B, Colurcio M (2019) Conceptualizing resource integration as an embedded process: matching, resourcing and valuing. Mark Theory 19:65–84CrossRef

Carrington MJ, Neville BA, Whitwell GJ (2010) Why ethical consumers don’t walk their talk: towards a framework for understanding the gap between the ethical purchase intentions and actual buying behaviour of ethically minded consumers. J Bus Ethics 97:139–158CrossRef

Carù A, Cova B (2003) Revisiting consumption experience. Mark Theory 3:267–286CrossRef

Chandler JD, Chen S (2016) Practice styles and service systems. J Serv Manag 27:798–830CrossRef

Chandler JD, Vargo SL (2011) Contextualization and value-in-context: how context frames exchange. Mark Theory 11:35–49CrossRef

Chen Z, Dubinsky AJ (2003) A conceptual model of perceived customer value in e-commerce: a preliminary investigation. Psychol Mark 20:323–347CrossRef

Chevtchouk Y, Veloutsou C, Paton RA (2021) The experience – economy revisited: an interdisciplinary perspective and research agenda. J Prod Brand Manag 30:1288–1324CrossRef

Collier JE, Barnes DC (2015) Self-service delight: exploring the hedonic aspects of self-service. J Bus Res 68:986–993CrossRef

Dehling S, Edvardsson B, Tronvoll B (2022) How do actors coordinate for value creation? A signaling and screening perspective on resource integration. J Serv Mark 36:18–26CrossRef

Echeverri P, Skålén P (2011) Co-creation and co-destruction: a practice-theory based study of interactive value formation. Mark Theory 11:351–373CrossRef

Edvardsson B, Tronvoll B, Gruber T (2011) Expanding understanding of service exchange and value co-creation: a social construction approach. J Acad Mark Sci 39:327–339CrossRef

Edvardsson B, Kleinaltenkamp M, Tronvoll B, McHugh P, Windahl C (2014) Institutional logics matter when coordinating resource integration. Mark Theory 14:291–309CrossRef

Ellway BPW, Dean AM (2016) The reciprocal intertwining of practice and experience in value creation. Mark Theory 16:299–324CrossRef

Engelhardt WH, Kleinaltenkamp M, Reckenfelderbäumer M (1993) Leistungsbündel als Absatzobjekte – Ein Ansatz zur Überwindung der Dichotomie von Sach- und Dienstleistungen. Z Betriebswirtsch Forsch 45:395–426

Epp AM, Price LL (2011) Designing solutions around customer network identity goals. J Mark 75:36–54CrossRef

Fishbein M, Ajzen I (1975) Belief, attitude, intention, and behavior. An introduction to theory and research. Addison-Wesley, Reading

Fließ S (2009) Dienstleistungsmanagement. Kundenintegration gestalten und steuern. Gabler, Wiesbaden

Fließ S, Dyck S, Schmelter M (2014) Mirror, mirror on the wall – how customers perceive their contribution to service provision. J Serv Manag 25:433–469CrossRef

Følstad A, Kvale K (2018) Customer journeys: a systematic literature review. J Serv Theory Pract 28:196–227CrossRef

Frow P, McColl-Kennedy JR, Payne AF (2016) Co-creation practices: their role in shaping a health care ecosystem. Ind Mark Manag 56:24–39CrossRef

Frow P, McColl-Kennedy JR, Payne AF, Govind R (2019) Service ecosystem well-being: conceptualization and implications for theory and practice. Eur J Mark 53:2657–2691CrossRef

Giddens A (1984) The constitution of society. Polity Press, Maiden

Greene M, Rau H (2018) Moving across the life course: a biographic approach to researching dynamics of everyday mobility practices. J Consum Cult 18:60–82CrossRef

Grönroos C (2011) Value co-creation in service logic: a critical analysis. Mark Theory 11:279–301CrossRef

Grönroos C (2012) Conceptualising value co-creation: a journey to the 1970s and back to the future. J Mark Manag 28:1520–1534CrossRef

Grönroos C, Voima P (2013) Critical service logic: making sense of value creation and co-creation. J Acad Mark Sci 41:133–150CrossRef

Gummesson E, Mele C (2010) Marketing as value co-creation through network interaction and resource integration. J Bus Mark Manag 4:181–198CrossRef

Haase M (2020) Considering value-related concepts in service-oriented approaches to marketing studies in light of philosophical and economic value theories. J Serv Manag Res 4:133–144

Hamilton R, Price LL (2019) Consumer journeys: developing consumer-based strategy. J Acad Mark Sci 47:187–191CrossRef

Hartmann BJ, Wiertz C, Arnould EJ (2015) Exploring consumptive moments of value-creating practice in online community. Psychol Mark 32:319–340CrossRef

Heinonen K, Strandvik T (2015) Customer-dominant logic: foundations and implications. J Serv Mark 29:472–484CrossRef

Heinonen K, Strandvik T, Mickelsson K-J, Edvardsson B, Sundström E, Andersson P (2010) A customer-dominant logic of service. J Serv Manag 21:531–548CrossRef

Heinonen K, Strandvik T, Voima P (2013) Customer dominant value formation in service. Eur Bus Rev 25:104–123CrossRef

Helkkula A (2011) Characterising the concept of service experience. J Serv Manag 22:367–389CrossRef

Hibbert SA, Winklhofer H, Temerak MS (2012) Customers as resource integrators. J Serv Res 15:247–261CrossRef

Hillebrandt F (2014) Soziologische Praxistheorien. Eine Einführung. Springer VS, WiesbadenCrossRef

Hirschman EC, Holbrook MB (1982) Hedonic consumption: emerging concepts, methods and propositions. J Mark 46:92–101CrossRef

Holbrook MB (1996) Customer value – a framework for analysis and research. Adv Consum Res 23:138–142

Holbrook MB (1999) Introduction to consumer value. In: Holbrook MB (Hrsg) Consumer value: a framework for analysis and research. Routledge, London, S 1–28

Holt DB (1995) How consumers consume: a typology of consumption practices. J Consum Res 22:1–16CrossRef

Holttinen H (2010) Social practices as units of value creation: theoretical underpinnings and implications. Int J Qual Serv Sci 2:95–112

Holttinen H (2014) How practices inform the materialization of cultural ideals in mundane consumption. Consum Mark Cult 17:573–594CrossRef

Huddart Kennedy E, Baumann S, Johnston J (2019) Eating for taste and eating for change: ethical consumption as a high-status practice. Soc Forces 98:381–402CrossRef

Hulland J, Thompson SA, Smith KM (2015) Exploring uncharted waters: use of psychological ownership theory in marketing. J Mark Theory Pract 23:140–147

Innocent M, François-Lecompte A (2020) The value derived from a practice: an application to the case of energy savings. Recherche Et Applications En Marketing (English Edition) 35:74–96CrossRef

Jaakkola E, Terho H (2021) Service journey quality: conceptualization, measurement and customer outcomes. J Serv Manag 32:1–27CrossRef

Jaakkola E, Helkkula A, Aarikka-Stenroos L (2015) Service experience co-creation: conceptualization, implications, and future research directions. J Serv Manag 26:182–205CrossRef

Jussila I, Tarkiainen A, Sarstedt M, Hair JF (2015) Individual psychological ownership: concepts, evidence, and implications for research in marketing. J Mark Theory Pract 23:121–139

Kalafatis SP, Pollard M, East R, Tsogas MH (1999) Green marketing and Ajzen’s theory of planned behaviour: a cross-market examination. J Consum Mark 16:441–460CrossRef

Kankainen A, Vaajakallio K, Kantola V, Mattelmäki T (2012) Storytelling group – a co-design method for service design. Behav Inform Technol 31:221–230CrossRef

Karababa E, Kjeldgaard D (2014) Value in marketing. Mark Theory 14:119–127CrossRef

Karlsson J, Skålén P (2022) Learning resource integration by engaging in value cocreation practices: a study of music actors. J Serv Theory Pract 32:14–35CrossRef

Katz ML, Shapiro C (1985) Network externalities, competition, and compatibility. Am Econ Rev 75:424–440

Kemppainen T, Uusitalo O (2022) Introducing a sensemaking perspective to the service experience. J Serv Theory Pract 32:283–301CrossRef

Khalifa AS (2004) Customer value: a review of recent literature and an integrative configuration. Manag Decis 42:645–666CrossRef

Kim S-H, Nam S (2004) Across the threshold: role of performance and compatibility in innovative new products’ market penetration. Ind Mark Manag 33:689–699CrossRef

Kim Y, Park S-Y (2009) Reverse acculturation: a new cultural phenomenon examined through an emerging wedding practice of Korean Americans in the United States. Fam Consum Sci Res J 37:359–375CrossRef

Kleinaltenkamp M, Brodie RJ, Frow P, Hughes T, Peters LD, Woratschek H (2012) Resource integration. Mark Theory 12:201–205CrossRef

Korkman O (2006) Customer value formation in practice. A practice-theoretical approach. Dissertation, Hanken School of Economics (Svenska handelshögskolan), Helsinki

Koskela-Huotari K, Vargo SL (2016) Institutions as resource context. J Serv Theory Pract 26:163–178CrossRef

Kroeber-Riel W, Gröppel-Klein A (2019) Konsumentenverhalten, 11. vollst. überarb., akt. und erg. Aufl. Franz Vahlen, München

Ladhari R, Souiden N, Dufour B (2017) The role of emotions in utilitarian service settings: the effects of emotional satisfaction on product perception and behavioral intentions. J Retail Consum Serv 34:10–18CrossRef

Lamers M, van der Duim R, Spaargaren G (2017) The relevance of practice theories for tourism research. Ann Tour Res 62:54–63CrossRef

Laroche M, McDougall GHG, Bergeron J, Yang Z (2004) Exploring how intangibility affects perceived risk. J Serv Res 6:373–389CrossRef

Laud G, Karpen IO, Mulye R, Rahman K (2015) The role of embeddedness for resource integration. Mark Theory 15:509–543CrossRef

Lee S, Kim D-Y (2018) The effect of hedonic and utilitarian values on satisfaction and loyalty of Airbnb users. Int J Contemp Hosp Manag 30:1332–1351CrossRef

Leite Ferreira JK (2016) Die Wertkette des Konsumenten. Die Analyse der Wertentwicklung in kundenseitigen Nutzungsprozessen. Dissertation, Universität Trier, Trier

Lemon KN, Verhoef PC (2016) Understanding customer experience throughout the customer journey. J Mark 80:69–96CrossRef

Leroi-Werelds S (2019) An update on customer value: state of the art, revised typology, and research agenda. J Serv Manag 30:650–680CrossRef

Lusch RF, Vargo SL (2006) Service-dominant logic: reactions, reflections and refinements. Mark Theory 6:281–288CrossRef

Lusch RF, Vargo SL (2014) Service-dominant logic. premises, perspectives, possibilities. Cambridge University Press, CambridgeCrossRef

Lyon P, Mattsson Sydner Y, Fjellström C, Janhonen-Abruquah H, Schröder M, Colquhoun A (2011) Continuity in the kitchen: how younger and older women compare in their food practices and use of cooking skills. Int J Consum Stud 35:529–537CrossRef

Mahr D, Stead S, Odekerken-Schröder G (2019) Making sense of customer service experiences: a text mining review. J Serv Mark 33:88–103CrossRef

Mainieri T, Barnett EG, Valdero TR, Unipan JB, Oskamp S (1997) Green buying: the influence of environmental concern on consumer behavior. J Soc Psychol 137:189–204CrossRef

McColl-Kennedy JR, Gustafsson A, Jaakkola E, Klaus P, Radnor ZJ, Perks H, Friman M (2015) Fresh perspectives on customer experience. J Serv Mark 29:430–435CrossRef

McColl-Kennedy JR, Hogan SJ, Witell L, Snyder H (2017) Cocreative customer practices: effects of health care customer value cocreation practices on well-being. J Bus Res 70:55–66CrossRef

McDonald S, Oates CJ, Thyne M, Timmis AJ, Carlile C (2015) Flying in the face of environmental concern: why green consumers continue to fly. J Mark Manag 31:1503–1528CrossRef

McGregor SL, Goldsmith EB (1998) Expanding our understanding of quality of life, standard of living, and well-being. J Fam Consum Sci 90:2–6

Michel S, Vargo SL, Lusch RF (2008) Reconfiguration of the conceptual landscape: a tribute to the service logic of Richard Normann. J Acad Mark Sci 36:152–155CrossRef

Mick DG, Pettigrew S, Pechmann C, Ozanne JL (2019) Origins, qualities, and envisionments of transformative consumer research. In: Mick DG, Pettigrew S, Pechmann C, Ozanne JL (Hrsg) Transformative consumer research for personal and collective well-being. Routledge, New York/London, S 3–24

Mitchell V-W, Greatorex M (1993) Risk perception and reduction in the purchase of consumer services. Serv Ind J 13:179–200CrossRef

Mittal B (1988) Achieving higher seat belt usage: the role of habit in bridging the attitude-behavior gap. J Appl Soc Psychol 18:993–1016CrossRef

Moser AK (2015) Thinking green, buying green? Drivers of pro-environmental purchasing behavior. J Consum Mark 32:167–175CrossRef

Nguyen DT, DeWitt T, Russell-Bennett R (2012) Service convenience and social servicescape: retail vs hedonic setting. J Serv Mark 26:265–277CrossRef

Niva M, Mäkelä J, Kahma N, Kjærnes U (2014) Eating sustainably? Practices and background factors of ecological food consumption in four nordic countries. J Consum Policy 37:465–484CrossRef

Normann R (2001) Reframing business. When the map changes the landscape. Wiley, Chichester/Weinheim

OECD (2013) OECD guidelines on measuring subjective well-being. OECD Publishing, ParisCrossRef

Pantzar M, Shove E (2010) Understanding innovation in practice: a discussion of the production and re-production of nordic walking. Tech Anal Strat Manag 22:447–461CrossRef

Peters LD, Löbler H, Brodie RJ, Breidbach CF, Hollebeek LD, Smith SD, Sörhammar D, Varey RJ (2014) Theorizing about resource integration through service-dominant logic. Mark Theory 14:249–268CrossRef

Phipps M, Ozanne JL (2017) Routines disrupted: reestablishing security through practice alignment. J Consum Res 44:361–380CrossRef

Plé L (2013) How does the customer fit in relational coordination? An empirical study in mutlichannel retail banking. J Serv Manag 16:1–30

Plé L, Chumpitaz Cáceres R (2010) Not always co-creation: introducing interactional co-destruction of value in service-dominant logic. J Serv Mark 24:430–437CrossRef

Ponsignon F (2023) Making the customer experience journey more hedonic in a traditionally utilitarian service context: a case study. J Serv Manag 34:294–315CrossRef

Prebensen NK, Rosengren S (2016) Experience value as a function of hedonic and utilitarian dominant services. Int J Contemp Hosp Manag 28:113–135CrossRef

Ramaswamy V (2011) It’s about human experiences … and beyond, to co-creation. Ind Mark Manag 40:195–196CrossRef

Reckwitz A (2002) Toward a theory of social practices. Eur J Soc Theory 5:243–263CrossRef

Reckwitz A (2003) Grundelemente einer Theorie sozialer Praktiken/Basic elements of a theory of social practices. Z Soziol 32:282–301CrossRef

Reckwitz A (2007) Anthony Giddens. In: Kaesler D (Hrsg) Klassiker der Soziologie. Von Talcott Parsons bis Anthony Giddens, Bd 2, 5. Aufl. C. H. Beck, München, S 311–338

Rogers EM (1995) Diffusion of innovations. Free Press, New York

Roggeveen AL, Rosengren S (2022) From customer experience to human experience: uses of systematized and non-systematized knowledge. J Retail Consum Serv 67:102967CrossRef

Ryu K, Han H, Jang S (2010) Relationships among hedonic and utilitarian values, satisfaction and behavioral intentions in the fast-casual restaurant industry. Int J Contemp Hosp Manag 22:416–432CrossRef

Sandberg J, Tsoukas H (2020) Sensemaking reconsidered: towards a broader understanding through phenomenology. Organ Theory 1:1–34

Schallehn H, Seuring S, Strähle J, Freise M (2019) Defining the antecedents of experience co-creation as applied to alternative consumption models. J Serv Manag 30:209–251CrossRef

Schatzki TR (1996) Social practices. A Wittgensteinian approach to human activity and the social. Cambridge University Press, CambridgeCrossRef

Schatzki TR (2002) The site of the social. A philosophical account of the constitution of social life and change. Pennsylvania State University Press, University ParkCrossRef

Schatzki TR (2003) A new societist social ontology. Philos Soc Sci 33:174–202CrossRef

Schau HJ, Akaka MA (2021) From customer journeys to consumption journeys: a consumer culture approach to investigating value creation in practice-embedded consumption. AMS Rev 11:9–22CrossRef

Schau HJ, Muñiz AM, Arnould EJ (2009) How brand community practices create value. J Mark 73:30–51CrossRef

Scherer K (2003) Emotion. In: Stroebe W, Jonas K, Hewstone M, Reiss M (Hrsg) Sozialpsychologie. Eine Einführung, 4., überarb. und erw. Aufl. Springer, Berlin, S 165–213

Schlager T, Maas P (2012) Reframing customer value from a dominant logics perspective. Markt 51:101–113CrossRef

Schwarzer R (2008) Modeling health behavior change: how to predict and modify the adoption and maintenance of health behaviors. Appl Psychol 57:1–29

Sheth JN, Newman BI, Gross BL (1991) Why we buy what we buy: a theory of consumption values. J Bus Res 22:159–170CrossRef

Shove E (2003) Converging conventions of comfort, cleanliness and convenience. J Consum Policy 26:395–418CrossRef

Shove E, Pantzar M, Watson M (2012) The dynamics of social practice. Everyday life and how it changes. Sage Publications, LondonCrossRef

Simon HA (1955) A behavioral model of rational choice. Q J Econ 69:99–118CrossRef

Sirgy JM (2010) Toward a quality-of-life theory of leisure travel satisfaction. J Travel Res 49:246–260CrossRef

Southerton D, Olsen W, Warde A, Cheng S-L (2012) Practices and trajectories: a comparative analysis of reading in France, Norway, the Netherlands, the UK and the USA. J Consum Cult 12:237–262CrossRef

Strengers Y (2011) Negotiating everyday life: the role of energy and water consumption feedback. J Consum Cult 11:319–338CrossRef

Tian KT, Bearden WO, Hunter GL (2001) Consumers’ need for uniqueness: scale development and validation. J Consum Res 28:50–66CrossRef

Trommsdorff V, Teichert T (2011) Konsumentenverhalten, 8., vollst. überarb. Aufl. Kohlhammer, Stuttgart

Turner SP (1994) The social theory of practices. Tradition, tacit knowledge and presuppositions. Polity Press, Oxford

Tynan C, McKechnie S, Hartley S (2014) Interpreting value in the customer service experience using customer-dominant logic. J Mark Manag 30:1058–1081CrossRef

Uhrich S, Benkenstein M (2012) Physical and social atmospheric effects in hedonic service consumption: customers’ roles at sporting events. Serv Ind J 32:1741–1757CrossRef

Varela FJ, Thompson E, Rosch E (2000) The embodied mind. Cognitive science and human experience, 8. Aufl. MIT Press, Cambridge

Vargo SL, Akaka MA (2009) Service-dominant logic as a foundation for service science: clarifications. Serv Sci 1:32–41CrossRef

Vargo SL, Lusch RF (2004) Evolving to a new dominant logic for marketing. J Mark 68:1–17CrossRef

Vargo SL, Lusch RF (2008a) Service-dominant logic: continuing the evolution. J Acad Mark Sci 36:1–10CrossRef

Vargo SL, Lusch RF (2008b) Why “service”? J Acad Mark Sci 36:25–38CrossRef

Vargo SL, Lusch RF (2016) Institutions and axioms: an extension and update of service-dominant logic. J Acad Mark Sci 44:5–23CrossRef

Voorhees CM, Fombelle PW, Grégoire Y, Bone SA, Gustafsson A, Sousa R, Walkowiak T (2017) Service encounters, experiences and the customer journey: defining the field and a call to expand our lens. J Bus Res 79:269–280CrossRef

Wakefield KL, Blodgett JG (1999) Customer response to intangible and tangible service factors. Psychol Mark 16:51–68CrossRef

Wang C, Harris J, Patterson PG (2013) The roles of habit, self-efficacy, and satisfaction in driving continued use of self-service technologies. J Serv Res 16:400–414CrossRef

Warde A (2005) Consumption and theories of practice. J Consum Cult 5:131–153CrossRef

Warde A (2014) After taste: culture, consumption and theories of practice. J Consum Cult 14:279–303CrossRef

Wieland H, Koskela-Huotari K, Vargo SL (2016) Extending actor participation in value creation: an institutional view. J Strateg Mark 24:210–226CrossRef

Wolf M, McQuitty S (2011) Understanding the do-it-yourself consumer: DIY motivations and outcomes. AMS Rev 1:154–170CrossRef

Woratschek H, Horbel C, Popp B (2020) Conceptualizing resource integration: the pecular role of pure public resources. J Serv Manag Res 4:157–169

Wu B, Yang W (2018) What do Chinese consumers want? A value framework for luxury hotels in China. Int J Contemp Hosp Manag 30:2037–2055CrossRef

Xie C, Bagozzi RP, Troye SV (2008) Trying to prosume: toward a theory of consumers as co-creators of value. J Acad Mark Sci 36:109–122CrossRef

Zeelenberg M, Pieters R (2007) A theory of regret regulation 1.0. J Consum Psychol 17:3–18CrossRef

Zeithaml VA (1988) Consumer perceptions of price, quality, and value: a means-end model and synthesis of evidence. J Mark 52:2–22CrossRef

Zeithaml VA, Verleye K, Hatak I, Koller M, Zauner A (2020) Three decades of customer value research: paradigmatic roots and future research avenues. J Serv Res 23:409–432CrossRef

Titel: Wertgenerierung in der Lebenswelt des Kunden
verfasst von: Sabine Fließ
Stefan Dyck
Maarten Volkers
Verlag: Springer Fachmedien Wiesbaden
Buch: Management von Dienstleistungsprozessen
Print ISBN: 978-3-658-44146-3

Electronic ISBN: 978-3-658-44147-0

Copyright-Jahr: 2024
DOI: https://doi.org/10.1007/978-3-658-44147-0_2

Springer Professional

Zusammenfassung

Bitte loggen Sie sich ein, um Zugang zu Ihrer Lizenz zu erhalten.

Sie haben noch keine Lizenz? Dann Informieren Sie sich jetzt über unsere Produkte:

Springer Professional "Wirtschaft+Technik"

Springer Professional "Technik"

Springer Professional "Wirtschaft"

Premium Partner