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2018 | OriginalPaper | Chapter

Connected Customer sucht Connected Enterprise – eine Standortbestimmung

Authors: Christian Janiesch, Florian Imgrund, Marcus Fischer, Axel Winkelmann

Published in: Homo Connectus

Publisher: Springer Fachmedien Wiesbaden

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Zusammenfassung

Markteintrittsbarrieren werden reduziert, Dienstleistungen werden zunehmend digitalisiert, standortbezogene Abhängigkeiten verschwinden und Informations- sowie Wechselkosten sinken nachhaltig. Die Digitalisierung zwingt nicht nur Unternehmen zu neuen Strategien und Innovationen, sondern resultiert in veränderten Eigenschaften und Ansprüchen heutiger Kunden. Beschleunigt durch die Vernetzung von Menschen, Produkten und Orten hat sich das Kundenbild des Connected Customer ausgebildet, dessen Präferenzen, Wünsche und Kaufentscheidungen maßgeblich durch die Kommunikation und Interaktion mit Unternehmen beeinflusst werden. Mit dem Ziel, den Ansprüchen des Connected Customer gerecht zu werden, müssen Unternehmen eine integrierte Kundenerfahrung über alle verfügbaren Kommunikationskanäle gewährleisten. Dies setzt insbesondere ein effektives Prozessmanagement, eine adäquate Integration von Daten und Geschäftsprozessen sowie die Unterstützung durch echtzeitfähige Analysesysteme voraus.
Footnotes
1
Vgl. Kreuzer und Land (2013).
 
2
Vgl. Bühler und Janiesch (2015).
 
3
Vgl. Hertrich et al. (2015).
 
4
Vgl. Weinman (2015).
 
5
Vgl. Fleisch et al. (2015).
 
6
Vgl. Miranda et al. (2015).
 
7
Vgl. Payne und Frow (2005).
 
8
Vgl. Aula (2010).
 
9
Vgl. Malthouse et al. (2013).
 
10
Vgl. Bakshy et al. (2012).
 
11
Vgl. Simmet (2014b).
 
12
Vgl. Bernstein und Haas (2008).
 
13
Vgl. Simmet (2014a).
 
14
Vgl. Schiller und Voisard (2004).
 
15
Vgl. Scheffel und Kirhner (2012).
 
16
Vgl. Axel (2005).
 
17
Vgl. Chen et al. (2012).
 
18
Vgl. Clark et al. (2015).
 
19
Vgl. Wortmann und Flüchter (2015).
 
20
Vgl. Swan (2012).
 
21
Vgl. Turber und Smiela (2014).
 
22
Vgl. Doleski (2015).
 
23
Vgl. Wortmann und Flüchter (2015).
 
24
Vgl. Gunasekaran et al. (2004).
 
25
Vgl. Lee und Lee (2015).
 
26
Vgl. IFD Allensbach (2016).
 
27
Vgl. Greenberg (2004).
 
28
Vgl. Shaw et al. (2001).
 
29
Vgl. Sharma et al. (2008).
 
30
Vgl. Woodruff (1997).
 
31
Vgl. Shaw et al. (2001).
 
32
Vgl. Keh und Xie (2009).
 
33
Vgl. Glover et al. (1999) und Sarwer et al. (2001).
 
34
Vgl. Rezabakhsh et al. (2006).
 
35
Vgl. Palfrey und Gasser (2013).
 
36
Vgl. Zhou (2012).
 
37
Vgl. Kuo et al. (2009).
 
38
Vgl. Vodanovich et al. (2010).
 
39
Vgl. Verhoef et al. (2015).
 
40
Vgl. Luarn und Lin (2003).
 
41
Vgl. Andreassen und Lindestad (1998).
 
42
Vgl. Hennig-Thurau et al. (2004).
 
43
Vgl. Bailey et al. (2009).
 
44
Vgl. Castaneda und Montoro (2007).
 
45
Vgl. Duan et al. (2008).
 
46
Vgl. Ihl und Piller (2010).
 
47
Vgl. Bitner et al. (2008).
 
48
Vgl. Ebd.
 
49
Vgl. Fliess (2006).
 
50
Vgl. Bitner et al. (2008).
 
51
Vgl. Pfeifer und Russack (2001).
 
52
Vgl. Dumas et al. (2013).
 
53
Vgl. Becker et al. (2012).
 
54
Vgl. van der Aalst et al. (2003.)
 
55
Vgl. Reher (2015).
 
56
Vgl. Imgrund et al. (2017).
 
57
Vgl. Gronau (2001).
 
58
Vgl. Becker et al. (2007) und Davenport (1998).
 
59
Vgl. Schleife et al. (2010).
 
60
Vgl. Ebd.
 
61
Vgl. Azvine et al. (2005).
 
62
Vgl. Ebd.
 
63
Vgl. Schmidt (2013).
 
64
Vgl. Chandy und Schulte (2010).
 
65
Vgl. Luckham (2002).
 
66
Vgl. Eckert und Bry (2009).
 
67
Vgl. Janiesch et al. (2011).
 
68
Vgl. Schmidt (2013).
 
69
Vgl. Ebd.
 
70
Vgl. Luckham (2007).
 
71
Vgl. Ebd.
 
72
Vgl. Olsson und Janiesch (2015).
 
73
Vgl. Ebd.
 
74
Vgl. Olsson und Janiesch (2015).
 
75
Vgl. Villari et al. (2014).
 
76
Vgl. Kreutzer und Land (2013).
 
77
Die Generation Y bezeichnet die Bevölkerungskohorte, die von 1980 bis 1999 geboren wurde. Mit der Generation Z wird auf die Bevölkerungskohorte verwiesen, die zwischen 2000 und 2015 geboren wurde.
 
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Metadata
Title
Connected Customer sucht Connected Enterprise – eine Standortbestimmung
Authors
Christian Janiesch
Florian Imgrund
Marcus Fischer
Axel Winkelmann
Copyright Year
2018
DOI
https://doi.org/10.1007/978-3-658-19133-7_15