Skip to main content
main-content

Tipp

Weitere Artikel dieser Ausgabe durch Wischen aufrufen

Erschienen in: Business & Information Systems Engineering 1/2015

01.02.2015 | Catchword

Hybrid Customer Interaction

verfasst von: Rebecca Nüesch, Prof. Dr. Rainer Alt, Dr. Thomas Puschmann

Erschienen in: Business & Information Systems Engineering | Ausgabe 1/2015

Einloggen, um Zugang zu erhalten
share
TEILEN

Excerpt

The increasing fusion of the digital and the physical world leads to new ways of customer interaction (Leimeister et al. 2014), induced by technology convergence, such as smart phones, tablet PCs and the social web (Brenner et al. 2014). For instance, customers walk down a shopping mall, utilizing their smart phone cameras to browse through available offers for products they just saw in the nearby shops. In this well-known hybrid customer interaction scenario customers are simultaneously present both in the physical world of the shopping mall and in the digital world of the mobile internet (Heinemann 2013). Technological progress and changed customer behavior, particularly the simultaneous use of multiple media, thus result in “channel hopping” (Heinemann 2013, p. 18). …
Literatur
Zurück zum Zitat Alt R, Puschmann T (2012) The rise of customer-oriented banking: electronic markets are paving the way for change in the financial industry. electron mark 22(4):203–215 CrossRef Alt R, Puschmann T (2012) The rise of customer-oriented banking: electronic markets are paving the way for change in the financial industry. electron mark 22(4):203–215 CrossRef
Zurück zum Zitat Alt R, Reinhold O (2012) Social customer relationship management (social CRM) - application and technology. Bus Inf Syst Eng 4(5):287–291 CrossRef Alt R, Reinhold O (2012) Social customer relationship management (social CRM) - application and technology. Bus Inf Syst Eng 4(5):287–291 CrossRef
Zurück zum Zitat Bettiga D, Boaretto A, Che S (2013) Exploring media convergence: evidence from Italy. Int J Eng. Bus Manag 5(1):1–9 CrossRef Bettiga D, Boaretto A, Che S (2013) Exploring media convergence: evidence from Italy. Int J Eng. Bus Manag 5(1):1–9 CrossRef
Zurück zum Zitat Birch R (2012) Study: channel convergence “coming fast”. Credit Union Journal 16(14):3 Birch R (2012) Study: channel convergence “coming fast”. Credit Union Journal 16(14):3
Zurück zum Zitat Böhmann T, Krcmar H (2007) Hybride Produkte: Merkmale und Herausforderungen. In: Bruhn M, Stauss B (eds) Wertschöpfungsprozesse bei Dienstleistungen – Forum Dienstleistungsmanagement. Gabler, Wiesbaden, pp 239–258 CrossRef Böhmann T, Krcmar H (2007) Hybride Produkte: Merkmale und Herausforderungen. In: Bruhn M, Stauss B (eds) Wertschöpfungsprozesse bei Dienstleistungen – Forum Dienstleistungsmanagement. Gabler, Wiesbaden, pp 239–258 CrossRef
Zurück zum Zitat Brenner W, Österle H, Petrie C, Uebernickel F, Winter R, Karagiannis D, Kolbe L, Krüger J, Leifer L, Lamberti H-J, Leimeister JM, Schwabe G, Zarnekow R (2014) User, use & utility research. Bus Inf Syst Eng 6(1):55–61 CrossRef Brenner W, Österle H, Petrie C, Uebernickel F, Winter R, Karagiannis D, Kolbe L, Krüger J, Leifer L, Lamberti H-J, Leimeister JM, Schwabe G, Zarnekow R (2014) User, use & utility research. Bus Inf Syst Eng 6(1):55–61 CrossRef
Zurück zum Zitat Dezinger F (2010) Kundeninteraktionskompetenz in Industriegütermärkten – Eine empirische Studie zur Interaktions- und Lernorientierung. Gabler, Wiesbaden CrossRef Dezinger F (2010) Kundeninteraktionskompetenz in Industriegütermärkten – Eine empirische Studie zur Interaktions- und Lernorientierung. Gabler, Wiesbaden CrossRef
Zurück zum Zitat Heinemann G (2013) No-Line-Systeme als Betriebsform der Zukunft – Höchste Evolutionsstufe im Multi-Channeling. Springer, Heidelberg Heinemann G (2013) No-Line-Systeme als Betriebsform der Zukunft – Höchste Evolutionsstufe im Multi-Channeling. Springer, Heidelberg
Zurück zum Zitat Leimeister JM, Glauner C (2008) Hybride Produkte – Einordnung und Herausforderungen für die Wirtschaftsinformatik. WIRTSCHAFTSINFORMATIK 50(3):248–251 CrossRef Leimeister JM, Glauner C (2008) Hybride Produkte – Einordnung und Herausforderungen für die Wirtschaftsinformatik. WIRTSCHAFTSINFORMATIK 50(3):248–251 CrossRef
Zurück zum Zitat Leimeister JM, Österle H, Alter S (2014) Preface special issue on “Digital services for consumers”. Electron Mark 24(4):1–4 CrossRef Leimeister JM, Österle H, Alter S (2014) Preface special issue on “Digital services for consumers”. Electron Mark 24(4):1–4 CrossRef
Zurück zum Zitat Mont O (2002) Clarifying the concept of product-service system. J Clean Prod 10(3):237–245 CrossRef Mont O (2002) Clarifying the concept of product-service system. J Clean Prod 10(3):237–245 CrossRef
Zurück zum Zitat Neslin S, Shankar V (2009) Key issues in multichannel customer management: current knowledge and future directions. J Interact Mark 23(1):70–81 CrossRef Neslin S, Shankar V (2009) Key issues in multichannel customer management: current knowledge and future directions. J Interact Mark 23(1):70–81 CrossRef
Zurück zum Zitat Neslin SA, Gerwal D, Leghorn R, Shankar V, Teerling ML, Thomas JS, Verhoef PC (2006) Challenges and opportunities in multichannel customer management. J Serv Res 9(2):95–112 CrossRef Neslin SA, Gerwal D, Leghorn R, Shankar V, Teerling ML, Thomas JS, Verhoef PC (2006) Challenges and opportunities in multichannel customer management. J Serv Res 9(2):95–112 CrossRef
Zurück zum Zitat Nueesch R, Puschmann T, Alt R (2014) Realizing value from tablet-supported customer advisory: cases from the banking industry. In: Proceedings of 27th Bled eConference Slovenia, pp 292–305 Nueesch R, Puschmann T, Alt R (2014) Realizing value from tablet-supported customer advisory: cases from the banking industry. In: Proceedings of 27th Bled eConference Slovenia, pp 292–305
Zurück zum Zitat Payne A, Frow P (2013) A strategic framework for customer relationship management. J Marketing 69(4):167–176 CrossRef Payne A, Frow P (2013) A strategic framework for customer relationship management. J Marketing 69(4):167–176 CrossRef
Zurück zum Zitat Pitt L, Berthon P, Robson K (2011) Deciding when to use tablets for business applications. MIS Q Exec 10(3):133–139 Pitt L, Berthon P, Robson K (2011) Deciding when to use tablets for business applications. MIS Q Exec 10(3):133–139
Zurück zum Zitat Rigby D (2011) The future of shopping. Harvard Business Review December 2011 Rigby D (2011) The future of shopping. Harvard Business Review December 2011
Zurück zum Zitat Sachse S, Puschmann T, Alt R (2012) Towards customer-oriented electronic markets – a survey among digital natives in the financial industry. In: Proceedings of 25th Bled eConference, Slovenia, pp 333–354 Sachse S, Puschmann T, Alt R (2012) Towards customer-oriented electronic markets – a survey among digital natives in the financial industry. In: Proceedings of 25th Bled eConference, Slovenia, pp 333–354
Zurück zum Zitat Van Halen C, Vezzoli C, Wimmer R (2005) Methodology for product service system innovation: how to develop clean, clever and competitive strategies in companies. Van Gorcum, Assen Van Halen C, Vezzoli C, Wimmer R (2005) Methodology for product service system innovation: how to develop clean, clever and competitive strategies in companies. Van Gorcum, Assen
Zurück zum Zitat Vandermerwe S (2000) How increasing value to customers improves business results. Sloan Manag Rev 42(1):27–37 Vandermerwe S (2000) How increasing value to customers improves business results. Sloan Manag Rev 42(1):27–37
Metadaten
Titel
Hybrid Customer Interaction
verfasst von
Rebecca Nüesch
Prof. Dr. Rainer Alt
Dr. Thomas Puschmann
Publikationsdatum
01.02.2015
Verlag
Springer Fachmedien Wiesbaden
Erschienen in
Business & Information Systems Engineering / Ausgabe 1/2015
Print ISSN: 2363-7005
Elektronische ISSN: 1867-0202
DOI
https://doi.org/10.1007/s12599-014-0366-9

Weitere Artikel der Ausgabe 1/2015

Business & Information Systems Engineering 1/2015 Zur Ausgabe

Premium Partner