Customer Processes in Business-to-Business Service Transactions

  • Authors
  • Janine Frauendorf

Table of contents

  1. Front Matter
    Pages I-XV
  2. Introduction

    1. Pages 1-10
  3. Theoretical Basis

    1. Pages 11-52
    2. Pages 72-135
  4. Empirical Study

    1. Pages 136-144
    2. Pages 145-185
    3. Pages 240-244
  5. Back Matter
    Pages 245-300

About this book


Services cannot be produced without the participation of the customer. The customer’s impact on the efficiency and effectiveness of the service process implies significant consequences for service process management. Due to this fact, customer processes need to be taken more into account.

Janine Frauendorf analyzes how customer processes can be used to optimize the overall service process. In this context, the service blueprint represents the key tool of the thesis – originally a tool for designing and optimizing the internal process of the service operator, it is now extended by the customer process side. Transaction cost theory, as the link between supplier process and customer process, on the one hand and the script construct from cognitive psychology on the other, provide the theoretical basis for the thesis. On the basis of empirical results, the author presents significant implications for services research and helpful suggestions for business practice.


Dienstleistungsmarketing Kundenprozess Prozessmanagement Service blueprint Service engineering business data analysis design

Bibliographic information

  • DOI
  • Copyright Information Deutscher Universitäts-Verlag | GWV Fachverlage GmbH, Wiesbaden 2006
  • Publisher Name DUV
  • eBook Packages Business and Economics
  • Print ISBN 978-3-8350-0601-0
  • Online ISBN 978-3-8350-9447-5
  • Buy this book on publisher's site
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