Analyse von Kundenaktivitäten und der Bereitstellungsqualität von Büchern aus Kundensicht
"This master thesis explores service characteristics that are relevant for book readers when they evaluate a service as well as starting points for providers when they plan to optimize their services from a customer’s point of view. In the first part ways of accessing books (buying, borrowing, rent...
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| Format: | Online |
| Idioma: | alemany |
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HTWK Leipzig - OA-Hochschulverlag
2019
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| Accés en línia: | 1006647 |
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| _version_ | 1869516378497613824 |
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| author | Wittrock, Janina |
| author_browse | Wittrock, Janina |
| author_facet | Wittrock, Janina |
| author_sort | Wittrock, Janina |
| collection | Directory of Open Access Books |
| description | "This master thesis explores service characteristics that are relevant for book readers when they evaluate a service as well as starting points for providers when they plan to optimize their services from a customer’s point of view.
In the first part ways of accessing books (buying, borrowing, rent) and the reading behavior of Germans will be described. Then the concept “quality of provision” of books will be discussed which distinguishes five quality dimensions of a service: diversity of content and arranging of books, basic technology (printed book or digital environment), temporal and spatial access, costs of access and ease of use.
By using secondary material for each dimension individual quality characteristics will be identified. Next the theoretical background of the activity theory and a special way of thinking, the customer-dominant-logic, from the Nordic school will be explained briefly. Based on this a set of consumer activities related to books will be presented and some activities that are relevant for the work will be described in more detail by means of secondary material (reading books, choosing books, organizing books and information). Further customization and personalization will be proposed as strategies for individualization of services and their function for consumers will be explained. The secondary data used in the work comes from empirical data out of consumer surveys in libraries and bookshops, nationally representative surveys and from results of academic research from different fields. In the final part of this thesis an own data collection will be conducted by using a content analysis of consumer comments of two e-book rental apps (n = 1,245 comments). The analysis should clarify, if the quality characteristics, the book-related activities and the strategies for individualization described before can be found in everyday reality of consumers. After that the results of the content analysis will be presented. Finally the major findings will be summarized and connected to the research questions." |
| format | Online |
| id | doab-20.500.12854ir-38079 |
| institution | Directory of Open Access Books |
| language | ger |
| publishDate | 2019 |
| publishDateRange | 2019 |
| publishDateSort | 2019 |
| publisher | HTWK Leipzig - OA-Hochschulverlag |
| publisherStr | HTWK Leipzig - OA-Hochschulverlag |
| record_format | ojs |
| spelling | doab-20.500.12854ir-380792024-05-12T22:22:46Z Analyse von Kundenaktivitäten und der Bereitstellungsqualität von Büchern aus Kundensicht Wittrock, Janina Open Access monograph HTWK Leipzig OA-HVerlag Value in Use, activity theory, consumer activities, Customer dominant logic, CDL, customer focus, reading books, books, reader, rental service, purchase, public library, book retail, bookshop, quality of provision, content analysis, customization, personalization, consumer comments, master thesis, Germany Open Access Monografie HTWK Leipzig OA-HVerlag Value in Use, Tätigkeitstheorie, Kundenaktivitäten, Customer-dominant logic, CDL, Kundenorientierung, Bücherlesen, Bücher, Leser, Vermietungsangebot, Kauf, öffentlich, Bibliothek, Buchhandel, Buchhandlung, Bereitstellungsqualität, Inhaltsanalyse, Customization, Personalisierung, Kundenkommentare, Masterarbeit, Deutschland thema EDItEUR::K Economics, Finance, Business and Management::KN Industry and industrial studies::KNT Media, entertainment, information and communication industries::KNTP Publishing industry and journalism::KNTP1 Publishing and book trade "This master thesis explores service characteristics that are relevant for book readers when they evaluate a service as well as starting points for providers when they plan to optimize their services from a customer’s point of view. In the first part ways of accessing books (buying, borrowing, rent) and the reading behavior of Germans will be described. Then the concept “quality of provision” of books will be discussed which distinguishes five quality dimensions of a service: diversity of content and arranging of books, basic technology (printed book or digital environment), temporal and spatial access, costs of access and ease of use. By using secondary material for each dimension individual quality characteristics will be identified. Next the theoretical background of the activity theory and a special way of thinking, the customer-dominant-logic, from the Nordic school will be explained briefly. Based on this a set of consumer activities related to books will be presented and some activities that are relevant for the work will be described in more detail by means of secondary material (reading books, choosing books, organizing books and information). Further customization and personalization will be proposed as strategies for individualization of services and their function for consumers will be explained. The secondary data used in the work comes from empirical data out of consumer surveys in libraries and bookshops, nationally representative surveys and from results of academic research from different fields. In the final part of this thesis an own data collection will be conducted by using a content analysis of consumer comments of two e-book rental apps (n = 1,245 comments). The analysis should clarify, if the quality characteristics, the book-related activities and the strategies for individualization described before can be found in everyday reality of consumers. After that the results of the content analysis will be presented. Finally the major findings will be summarized and connected to the research questions." "Bücherlesen und -kaufen gehören bei vielen Deutschen nach wie vor zum Leben dazu. Durch den wiederholten Kontakt mit Büchern in verschiedenen Kontexten werden Handlungsweisen gelernt, Erwartungen gebildet und Bücher in andere Tätigkeiten im Alltag integriert. Anbieter, die Bücher bereitstellen, können sich diese Buchbeziehung zunutze machen, indem sie das Design und die Weiterentwicklung ihrer Angebote auf Erwartungen und Aktivitäten von Buchlesern abstimmen. Das vorliegende Werk stellt als eine Umsetzungshilfe das Konzept der Bereitstellungsqualität von Büchern vor und empfiehlt die Analyse des Kundenverhaltens aus Sicht der Tätigkeitstheorie und der Customer- Dominant Logic. Zur empirischen Prüfung dient die Auswertung von Kundenkommentaren zweier Vermietungsangebote von E-Books." 2019-12-19 13:44:24 2020-04-01T09:18:20Z 2019 book 1006647 OCN: 1135849428 http://library.oapen.org/handle/20.500.12657/23506 9783966270083; 9783966270090; 9783966270113 https://directory.doabooks.org/handle/20.500.12854/38079 ger open access image/jpeg image/jpeg n/a n/a https://library.oapen.org/bitstream/20.500.12657/23506/1/9783966270106_Wittrock_Analyse-Kundenaktivit%c3%a4ten-Bereitstellungsqualit%c3%a4t.pdf https://library.oapen.org/bitstream/20.500.12657/23506/1/9783966270106_Wittrock_Analyse-Kundenaktivit%c3%a4ten-Bereitstellungsqualit%c3%a4t.pdf HTWK Leipzig - OA-Hochschulverlag 10.33968/9783966270106-00 10.33968/9783966270106-00 00654a11-92ed-4137-aa3b-bdad84cb82d7 9783966270083; 9783966270090; 9783966270113 160 Leipzig open access |
| spellingShingle | Open Access monograph HTWK Leipzig OA-HVerlag Value in Use, activity theory, consumer activities, Customer dominant logic, CDL, customer focus, reading books, books, reader, rental service, purchase, public library, book retail, bookshop, quality of provision, content analysis, customization, personalization, consumer comments, master thesis, Germany Open Access Monografie HTWK Leipzig OA-HVerlag Value in Use, Tätigkeitstheorie, Kundenaktivitäten, Customer-dominant logic, CDL, Kundenorientierung, Bücherlesen, Bücher, Leser, Vermietungsangebot, Kauf, öffentlich, Bibliothek, Buchhandel, Buchhandlung, Bereitstellungsqualität, Inhaltsanalyse, Customization, Personalisierung, Kundenkommentare, Masterarbeit, Deutschland thema EDItEUR::K Economics, Finance, Business and Management::KN Industry and industrial studies::KNT Media, entertainment, information and communication industries::KNTP Publishing industry and journalism::KNTP1 Publishing and book trade Wittrock, Janina Analyse von Kundenaktivitäten und der Bereitstellungsqualität von Büchern aus Kundensicht |
| title | Analyse von Kundenaktivitäten und der Bereitstellungsqualität von Büchern aus Kundensicht |
| title_full | Analyse von Kundenaktivitäten und der Bereitstellungsqualität von Büchern aus Kundensicht |
| title_fullStr | Analyse von Kundenaktivitäten und der Bereitstellungsqualität von Büchern aus Kundensicht |
| title_full_unstemmed | Analyse von Kundenaktivitäten und der Bereitstellungsqualität von Büchern aus Kundensicht |
| title_short | Analyse von Kundenaktivitäten und der Bereitstellungsqualität von Büchern aus Kundensicht |
| title_sort | analyse von kundenaktivitaten und der bereitstellungsqualitat von buchern aus kundensicht |
| topic | Open Access monograph HTWK Leipzig OA-HVerlag Value in Use, activity theory, consumer activities, Customer dominant logic, CDL, customer focus, reading books, books, reader, rental service, purchase, public library, book retail, bookshop, quality of provision, content analysis, customization, personalization, consumer comments, master thesis, Germany Open Access Monografie HTWK Leipzig OA-HVerlag Value in Use, Tätigkeitstheorie, Kundenaktivitäten, Customer-dominant logic, CDL, Kundenorientierung, Bücherlesen, Bücher, Leser, Vermietungsangebot, Kauf, öffentlich, Bibliothek, Buchhandel, Buchhandlung, Bereitstellungsqualität, Inhaltsanalyse, Customization, Personalisierung, Kundenkommentare, Masterarbeit, Deutschland thema EDItEUR::K Economics, Finance, Business and Management::KN Industry and industrial studies::KNT Media, entertainment, information and communication industries::KNTP Publishing industry and journalism::KNTP1 Publishing and book trade |
| topic_facet | Open Access monograph HTWK Leipzig OA-HVerlag Value in Use, activity theory, consumer activities, Customer dominant logic, CDL, customer focus, reading books, books, reader, rental service, purchase, public library, book retail, bookshop, quality of provision, content analysis, customization, personalization, consumer comments, master thesis, Germany Open Access Monografie HTWK Leipzig OA-HVerlag Value in Use, Tätigkeitstheorie, Kundenaktivitäten, Customer-dominant logic, CDL, Kundenorientierung, Bücherlesen, Bücher, Leser, Vermietungsangebot, Kauf, öffentlich, Bibliothek, Buchhandel, Buchhandlung, Bereitstellungsqualität, Inhaltsanalyse, Customization, Personalisierung, Kundenkommentare, Masterarbeit, Deutschland thema EDItEUR::K Economics, Finance, Business and Management::KN Industry and industrial studies::KNT Media, entertainment, information and communication industries::KNTP Publishing industry and journalism::KNTP1 Publishing and book trade |
| url | 1006647 |
| work_keys_str_mv | AT wittrockjanina analysevonkundenaktivitatenundderbereitstellungsqualitatvonbuchernauskundensicht |