nach oben

Erschienen in:

2024 | OriginalPaper | Buchkapitel

12. Literaturservice: Wissenschaftliche Beiträge zur Unternehmensführung aus der Kundenperspektive

verfasst von : Manfred Bruhn, Maxim Saleschus, Karsten Hadwich

Erschienen in: Customer-Dominant Logic

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 Relevanz der wissenschaftlichen Diskussion zur Customer-Dominant Logic ist unbestritten. Sie bildet die Basis für das Verständnis der Customer-Dominant Logic und die Abgrenzung der Customer-Dominant Logic gegenüber den Marketinglogiken (Goods-Dominant Logic, Service-Dominant Logic) und den Marketingkonzepten (Kundenorientierung, Kundenzentrierung). Deshalb erfolgt in diesem Kapitel ein Überblick über ausgewählte Literatur zur Customer-Dominant Logic und zu den Marketingkonzepten der Kundenorientierung und Kundenzentrierung. Ausgehend von zwei Literaturanalysen erfolgt eine differenzierte Beschreibung der wissenschaftlichen Diskussion und es werden Tipps formuliert, um weitere relevante Literatur zu den Themengebieten identifizieren zu können.

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 "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 Entwicklungstendenzen der Customer-Dominant Logic

Aguinis, H., Werner, S., Lanza Abbott, J., Angert, C., Park, J. H., & Kohlhausen, D. (2010). Customer-centric science. Reporting significant research results with rigor, relevance, and practical impact in mind. Organizational Research Methods, 13(3), 515–539.

Alam, I., & Perry, C. (2002). A customer-oriented new service development process. Journal of Services Marketing, 16(6), 515–534.CrossRef

Albert, T. C., Goes, P. B., & Gupta, A. (2004). GIST. A model for design and management of content and interactivity of customer-centric web sites. MIS Quarterly, 28(2), 161–182.

Anker, T. B., Sparks, L., Moutinho, L., & Grönroos, C. (2015). Consumer dominant value creation. A theoretical response to the recent call for a consumer dominant logic for marketing. European Journal of Marketing, 49(3/4), 532–560.

Babakus, E., Yavas, U., & Ashill, N. J. (2009). The role of customer orientation as a moderator of the job demand–burnout–performance relationship. A surface-level trait perspective. Journal of Retailing, 85(4), 480–492.

Ben Gamra Zinelabidine, B., Touzani, L., Dahmane, N. B., & Touzani, M. (2018). How offtrack tourists create their own event. A customer-dominant logic perspective. Qualitative Market Research: An International Journal, 21(4), 549–566.

Bettencourt, L. A., & Brown, S. W. (2003). Role stressors and customer-oriented boundary-spanning behaviors in service organizations. Journal of the Academy of Marketing Science, 31(4), 394–408.CrossRef

Bettencourt, L. A., Brown, S. W., & MacKenzie, S. B. (2005). Customer-oriented boundary-spanning behaviors. Test of a social exchange model of antecedents. Journal of Retailing, 81(2), 141–157.

Bettencourt, L. A., & Ulwick, A. W. (2008). The Customer-centered innovation map. Harvard Business Review, 86, 109–114.

Blocker, C. P., Flint, D. J., Myers, M. B., & Slater, S. F. (2011). Proactive customer orientation and its role for creating customer value in global markets. Journal of the Academy of Marketing Science, 39(2), 216–233.CrossRef

Bogers, M., Hadar, R., & Bilberg, A. (2016). Additive Manufacturing for consumer-centric business models. Implications for supply chains in consumer goods manufacturing. Technological Forecasting and Social Change, 102, 225–239.CrossRef

Bolton, M. (2004). Customer centric business processing. International Journal of Productivity and Performance Management, 53(1), 44–51.CrossRef

Brady, M. K., & Cronin Jr, J. J. (2001). Customer orientation. Effects on customer service perceptions and outcome behaviors. Journal of Service Research, 3(3), 241–251.

Brown, T. J., Mowen, J. C., Donovan, D. T., & Licata, J. W. (2002). The customer orientation of service workers personality trait effects on self- and supervisor performance ratings. Journal of Marketing Research, 39(1), 110–119.CrossRef

Bruhn, M., Hadwich, K., & Saleschus, M. (2022). Customer-Dominant Logic zur Gestaltung von Smart Services. Philosophie, Konzept und Umsetzung. In M. Bruhn, & K. Hadwich (Hrsg.), Smart Services. Konzepte, Methoden, Prozesse, Bd. 1 (S. 103–181). Springer Gabler.

Bruhn, M., Hadwich, K., & Saleschus, M. (2023). Kundenorientierung, Kundenzentrierung und Customer-Dominant Logic. Welche Beiträge leisten die Konzepte für die kundenorientierte Unternehmensführung? In M. Kleinaltenkamp, L. Gabriel, J. Morgen, & M. Nguyen (Hrsg.), Marketing und Innovation in disruptiven Zeiten. Springer.

Bruhn, M., & Schnebelen, S. (2017). Integrated marketing communication. From an instrumental to a customer-centric perspective. European Journal of Marketing, 51(3), 464–489.

Burmann, C., Meurer, J., & Kanitz, C. (2011). Customer centricity as a key to success for pharma. Journal of Medical Marketing, 11(1), 49–59.

Busagara, T., Mori, N., Mossberg, L., Jani, D., & Andersson, T. (2020). Customer information sharing and new service development. Is there a link?. Bottom Line, 33(2), 133–147.

Byrne, N., Heinonen, K., & Jussila, I. (2015). The role of proximity in value preferences. A study of consumer co-operatives. Annals of Public and Cooperative Economics, 86(2), 339–361.

Cerdan Chiscano, M., & Darcy, S. (2021). C2C co-creation of inclusive tourism experiences for customers with disability in a shared heritage context experience. Current Issues in Tourism, 24(1), 3072–3089.CrossRef

Chavez, R., Yu, W., Feng, M., & Wiengarten, F. (2016). The effect of customer-centric green supply chain management on operational performance and customer satisfaction. Business Strategy and the Environment, 25(3), 205–220.CrossRef

Cheng, H. K., & Dogan, K. (2008). Customer-centric marketing with internet coupons. Decision Support Systems, 44(3), 606–620.CrossRef

Cheung, M. F. Y., & To, W. M. (2015). Do task- and relation-oriented customers co-create a better quality of service? An empirical study of customer-dominant logic. Management Decision, 53(1), 179–197.CrossRef

Cheung, M. F. Y., & To, W. M. (2016). A Customer-dominant logic on service recovery and customer satisfaction. Management Decision, 54(10), 2524–2543.CrossRef

Cheung, M. F. Y., & To, W. M. (2021a). The effects of customer involvement on perceived service performance and word-of-mouth. The mediating role of service co-creation. Asia Pacific Journal of Marketing and Logistics, 33(4), 1014–1032.

Cheung, M. F. Y., & To, W. M. (2021b). Effect of customer involvement on co-creation of services. A moderated mediation model. Journal of Retailing and Consumer Services, 63, 1–9.CrossRef

Conduit, J., & Mavondo, F. T. (2001). How critical is internal customer orientation to market orientation? Journal of Business Research, 51(1), 11–24.CrossRef

Cross, R. G., & Dixit, A. (2005). Customer-centric pricing. The surprising secret for profitability. Business Horizons, 48(6), 483–491.

Crecelius, A. T., Lawrence, J. M., Lee, J. Y., Lam, S. K., & Scheer, L. K. (2019). Effects of channel members’ customer-centric structures on supplier performance. Journal of the Academy of Marketing Science, 47(1), 56–75.CrossRef

Cruz-Cárdenas, J., Guadalupe-Lanas, J., & Velín-Fárez, M. (2019). Consumer value creation through clothing reuse. A mixed methods approach to determining influential factors. Journal of Business Research, 101, 846–853.CrossRef

Dey, B. L., Pandit, A., Saren, M., Bhowmick, S., & Woodruffe-Burton, H. (2016). Co-creation of value at the bottom of the pyramid. Analysing Bangladeshi farmers’ use of mobile telephony. Journal of Retailing and Consumer Services, 29, 40–48.CrossRef

Donavan, D. T., Brown, T. J., & Mowen, J. C. (2004). Internal benefits of service-worker customer orientation. Job satisfaction, commitment, and organizational cizitenship behaviors. Journal of Marketing, 68(1), 128–146.

Fan, D. X., Hsu, C. H., & Lin, B. (2020). Tourists’ experiential value co-creation through online social contacts. Customer-dominant logic perspective. Journal of Business Research, 108, 163–173.CrossRef

Fang, Y. H., Li, C. Y., & Bhatti, Z. A. (2021). Building brand loyalty and endorsement with brand pages. Integration of the lens of affordance and customer-dominant logic. Information Technology & People, 34(2), 731–769.

Finne, Å., & Grönroos, C. (2017). Communication-in-use. Customer-integrated marketing communication. European Journal of Marketing, 51(3), 445–463.

Frank, L., Poll, R., Röglinger, M., & Rupprecht, L. (2020). Design heuristics for customer-centric business processes. Business Process Management Journal, 26(6), 1283–1305.CrossRef

Franke, G. R., & Park, J. E. (2006). Salesperson adaptive selling behavior and customer orientation. A meta-analysis. Journal of Marketing Research, 43(4), 693–702.CrossRef

Frankenberger, K., Weiblen, T., & Gassmann, O. (2013). Network configuration, customer centricity, and performance of open business models. A solution provider perspective. Industrial Marketing Management, 42(5), 671–682.

Govindarajan, V., Kopalle, P. K., & Danneels, E. (2011). The effects of mainstream and emerging customer orientations on radical and disruptive innovations. Journal of Product Innovation Management, 28(S1), 121–132.CrossRef

Grissemann, U., Plank, A., & Brunner-Sperdin, A. (2013). Enhancing business performance of hotels. The role of innovation and customer orientation. International Journal of Hospitality Management, 33, 347–356.CrossRef

Gummesson, E. (2008a). Customer centricity. Reality or a wild goose chase? European Business Review, 20(4), 315–330.

Gummesson, E. (2008b). Extending the service-dominant logic. From customer centricity to balanced centricity. Journal of the Academy of Marketing Science, 36(1), 15–17.

Habel, J., Kassemeier, R., Alavi, S., Haaf, P., Schmitz, C., & Wieseke, J. (2020). When do customers perceive customer centricity? The role of a firm’s and salespeople’s customer orientation. Journal of Personal Selling & Sales Management, 40(1), 25–42.CrossRef

Hansen, A. V. (2017). What stories unfold. Empirically grasping value co-creation. European Business Review, 29(1), 2–14.

Hansen, A. V. (2019). Value co-creation in service marketing. A critical (re)view. International Journal of Innovation Studies, 3(4), 73–83.

Hartline, M. D., Maxham, J. G., III., & McKee, D. O. (2000). Corridors of influence in the dissemination of customer-oriented strategy to customer contact service employees. Journal of Marketing, 64(2), 35–50.CrossRef

Heinonen, K. (2018). Positive and negative valence influencing consumer engagement. Journal of Service Theory and Practice, 28(2), 147–169.CrossRef

Heinonen, K., & Strandvik, T. (2015). Customer-dominant logic. Foundations and implications. Journal of Service Marketing, 29(6/7), 472–484.

Heinonen, K., & Strandvik, T. (2018). Reflections on customers’ primary role in markets. European Management Journal, 36(1), 1–11.CrossRef

Heinonen, K., Strandvik, T., Mickelsson, K. J., Edvardsson, B., Sundström, E., & Andersson, P. (2010). A customer-dominant logic of service. Journal of Service Management, 21(4), 531–548.CrossRef

Heinonen, K., Strandvik, T., & Voima, P. (2013). Customer dominant value formation in service. European Business Review, 25(2), 104–123.CrossRef

Homburg, C., Müller, M., & Klarmann, M. (2011). When should the customer really be king? On the optimum level of salesperson customer orientation in sales encounters. Journal of Marketing, 75(2), 55–74.CrossRef

Hu, T., Dai, H., & Salam, A. F. (2019). Integrative qualities and dimensions of social commerce. Toward a unified view. Information & Management, 56(2), 249–270.

Jayashankar, P., Johnston, W. J., Nilakanta, S., & Burres, R. (2020). Co-creation of value-in-use through big data technology. A B2B agricultural perspective. Journal of Business & Industrial Marketing, 35(3), 508–523.

Jones, E., Busch, P., & Dacin, P. (2003). Firm market orientation and salesperson customer orientation. Interpersonal and intrapersonal influences on customer service and retention in business-to-business buyer-seller relationships. Journal of Business Research, 56(4), 323–340.

Kandampully, J. (2006). The new customer-centred business model for the hospitality industry. International Journal of Contemporary Hospitality Management, 18(3), 173–187.CrossRef

Kim, M., Park, J. E., Dubinsky, A. J., & Chaiy, S. (2012). Frequency of crm implementation activities. A customer‐centric view. Journal of Services Marketing, 26(2), 83–93.

Koenig-Lewis, N., Asaad, Y., & Palmer, A. (2018). Sports events and interaction among spectators. Examining antecedents of spectators’ value creation. European Sport Management Quarterly, 18(2), 193–215.

Komulainen, H., & Saraniemi, S. (2019). Customer centricity in mobile banking. A customer experience perspective. International Journal of Bank Marketing, 37(5), 1082–1102.

Korschun, D., Bhattacharya, C. B., & Swain, S. D. (2014). Corporate social responsibility, customer orientation, and the job performance of frontline employees. Journal of Marketing, 78(3), 20–37.CrossRef

Kuei, C. H., & Madu, C. N. (2003). Customer-centric six sigma quality and reliability management. International Journal of Quality & Reliability Management, 20(8), 954–964.CrossRef

Lamberti, L. (2013). Customer centricity. The construct and the operational antecedents. Journal of Strategic Marketing, 21(7), 588–612.

Lee, C. K., Song, H. J., Lee, H. M., Lee, S., & Bernhard, B. J. (2013). The impact of CSR on casino employees’ organizational trust, job satisfaction, and customer orientation. An empirical examination of responsible gambling strategies. International Journal of Hospitality Management, 33, 406–415.CrossRef

Lee, Y. K., Nam, J. H., Park, D.-H., & Lee, K. A. (2006). What factors influence customer-oriented prosocial behavior of customer-contact employees? Journal of Services Marketing, 20(4), 251–264.CrossRef

Lee, J. Y., Sridhar, S., Henderson, C. M., & Palmatier, R. W. (2015). Effect of customer-centric structure on long-term financial performance. Marketing Science, 34(2), 250–268.CrossRef

Leyer, M., Tate, M., Kowalkiewicz, M., & Rosemann, M. (2018). Bringing upcoming technologies to a service life. Assessing required provider and customer capabilities. Journal of Service Management Research, 2(1), 42–62.

Li, D., & Han, X. (2021). Assessing the influence of goal pursuit and emotional attachment on customer engagement behaviors. Journal of Retailing and Consumer Services, 59, 1–12.CrossRef

Liaw, Y. J., Chi, N. W., & Chuang, A. (2010). Examining the mechanisms linking transformational leadership, employee customer orientation, and service performance. The mediating roles of perceived supervisor and coworker support. Journal of Business and Psychology, 25(3), 477–492.

Lipkin, M., & Heinonen, K. (2022). Customer ecosystems. Exploring how ecosystem actors shape customer experience. Journal of Services Marketing, 36(9), 1–17.

Liu, S. S., Luo, X., & Shi, Y. Z. (2002). Integrating customer orientation, corporate entrepreneurship, and learning orientation in organizations-in-transition. An empirical study. International Journal of Research in Marketing, 19(4), 367–382.

Macintosh, G. (2007). Customer orientation, relationship quality, and relational benefits to the firm. Journal of Services Marketing, 21(3), 150–159.CrossRef

Makkonen, H., Johnston, W. J., & Javalgi, R. R. G. (2016). A Behavioral approach to organizational innovation adoption. Journal of Business Research, 69(7), 2480–2489.CrossRef

Malone, S., McKechnie, S., & Tynan, C. (2018). Tourists’ emotions as a resource for customer value creation, cocreation, and destruction. A customer-grounded understanding. Journal of Travel Research, 57(7), 843–855.

Martin, C. A., & Bush, A. J. (2006). Psychological climate, empowerment, leadership style, and customer-oriented selling. An analysis of the sales manager-salesperson dyad. Journal of the Academy of Marketing Science, 34(3), 419–438.

Medberg, G., & Heinonen, K. (2014). Invisible value formation. A netnography in retail banking. International Journal of Bank Marketing, 32(6), 590–607.

Mickelsson, K. J. (2013). Customer activity in service. Journal of Service Management, 24(5), 534–552.CrossRef

Mickelsson, K. J. (2017). “Running is my boyfriend”. Consumers’ relationships with activities. Journal of Services Marketing, 31(1), S. 24–33.

Niininen, O., Buhalis, D., & March, R. (2007). Customer empowerment in tourism through consumer centric marketing (CCM). Qualitative Market Research: An International Journal, 10(3), 265–281.CrossRef

Nussipova, G., Nordin, F., & Sörhammar, D. (2020). Value formation with immersive technologies. An activity perspective. Journal of Business & Industrial Marketing, 35(3), 483–494.

Ojasalo, J., & Ojasalo, K. (2018). Service logic business model canvas. Journal of Research in Marketing and Entrepreneurship, 20(1), 70–98.CrossRef

Peccei, R. & Rosenthal, P. (2001). Delivering customer‐oriented behaviour through empowerment. An empirical test of HRM assumptions. Journal of Management Studies, 38(6), 831–857.

Pinho, J. C. (2008). TQM and performance in small medium enterprises. The mediating effect of customer orientation and innovation. International Journal of Quality & Reliability Management, 25(3), 256–275.

Poddar, A., Donthu, N., & Wei, Y. (2009). Web site customer orientations, web site quality, and purchase intentions. The role of web site personality. Journal of Business Research, 62(4), 441–450.

Rapp, A., Trainor, K. J., & Agnihotri, R. (2010). Performance implications of customer-linking capabilities. Examining the complementary role of customer orientation and CRM technology. Journal of Business Research, 63(11), 1229–1236.

Rashid, M., Abdeljawad, I., Ngalim, S. M., & Hassan, M. K. (2013). Customer‐centric corporate social responsibility. A framework for Islamic banks on ethical efficiency. Management Research Review, 36(4), 359–378.

Rihova, I., Buhalis, D., Gouthro, M. B., & Moital, M. (2018). Customer-to-customer co-creation practices in tourism. Lessons from customer-dominant logic. Tourism Management, 67, 362–375.CrossRef

Rihova, I., Buhalis, D., Moital, M., & Gouthro, M. B. (2013). Social layers of customer-to-customer value co-creation. Journal of Service Management, 24(5), 553–566.CrossRef

Rindfleisch, A., & Moorman, C. (2003). Interfirm cooperation and customer orientation. Journal of Marketing Research, 40(4), 421–436.CrossRef

Ross, B. (2009). Ten tips to winning at consumer centricity. For retailers and manufacturers. Journal of Consumer Marketing, 26(6), 450–454.

Sheth, J. N., Sethia, N. K., & Srinivas, S. (2011). Mindful consumption. A customer-centric approach to sustainability. Journal of the Academy of Marketing Science, 39(1), 21–39.

Sheth, J. N., Sisodia, R. S., & Sharma, A. (2000). The antecedents and consequences of customer-centric marketing. Journal of the Academy of Marketing Science, 28(1), 55–66.CrossRef

Sithole, N., Mort, G. S., & D'Souza, C. (2021). Financial well-being of customer-to-customer co-creation experience. A comparative qualitative focus group study of savings/credit groups. International Journal of Bank Marketing, 39(3), 381–401.

Stefanou, C. J., Sarmaniotis, C., & Stafyla, A. (2003). CRM and customer‐centric knowledge management. An empirical research. Business Process Management Journal, 9(5), 617–634.

Stock, R. M., & Hoyer, W. D. (2005). An attitude-behavior model of salespeople’s customer orientation. Journal of the Academy of Marketing Science, 33(4), 536–552.CrossRef

Strandvik, T., & Heinonen, K. (2013). Diagnosing service brand strength. Customer-dominant brand relationship mapping. Journal of Service Management, 24(5), 502–519.

Strandvik, T., Heinonen, K., & Vollmer, S. (2019). Revealing business customers’ hidden value formation in service. Journal of Business & Industrial Marketing, 34(6), 1145–1159.CrossRef

Tajeddini, K. (2010). Effect of customer orientation and entrepreneurial orientation on innovativeness. Evidence from the hotel industry in Switzerland. Tourism Management, 31(2), 221–231.

Tax, S. S., McCutcheon, D., & Wilkinson, I. F. (2013). The service delivery network (SDN). A customer-centric perspective of the customer journey. Journal of Service Research, 16(4), 454–470.

Thomas, R. W., Soutar, G. N., & Ryan, M. M. (2001). The selling orientation-customer orientation (S.O.C.O.) scale. A proposed short form. Journal of Personal Selling & Sales Management, 21(1), 63–69.

Tynan, C., McKechnie, S., & Hartley, S. (2014). Interpreting value in the customer service experience using customer-dominant logic. Journal of Marketing Management, 30(9/10), 1058–1081.CrossRef

Xu, Y., Yap, S. F. C., & Hyde, K. F. (2016). Who is talking, Who is listening? Service recovery through online customer-to-customer interactions. Marketing Intelligence & Planning, 34(3), 421–443.CrossRef

Wagner, C., & Majchrzak, A. (2006). Enabling customer-centricity using wikis and the wiki way. Journal of Management Information Systems, 23(3), 17–43.CrossRef

Titel: Literaturservice: Wissenschaftliche Beiträge zur Unternehmensführung aus der Kundenperspektive
verfasst von: Manfred Bruhn
Maxim Saleschus
Karsten Hadwich
Verlag: Springer Fachmedien Wiesbaden
Buch: Customer-Dominant Logic
Print ISBN: 978-3-658-43325-3

Electronic ISBN: 978-3-658-43326-0

Copyright-Jahr: 2024
DOI: https://doi.org/10.1007/978-3-658-43326-0_12