Skip to main content

2012 | OriginalPaper | Buchkapitel

2. The Service Imperative in the Retailing Industry

verfasst von : Minjeong Kim, Ph.D., Jay Kandampully, Ph.D.

Erschienen in: Service Management

Verlag: Springer New York

Aktivieren Sie unsere intelligente Suche um passende Fachinhalte oder Patente zu finden.

search-config
loading …

Abstract

Services permeate our everyday lives. Within the past 24 h, you might have listened to the radio; watched television; gone to the cinema; taken a trip on a plane, cab or bus; made or received a phone call; consumed a restaurant meal; used a bank or ATM; visited a gym; attended a sporting event; visited a doctor, dentist, or lawyer; had dealings with an insurance agency; bought groceries; purchased a book, magazine, or newspaper; filled a car with gas; used electricity and water for personal needs; and so on. In all of these instances, services and products from various firms are consumed through a process of exchange (between the consumer and the provider) that is commonly referred to as ‘retailing’.

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!

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!

Literatur
Zurück zum Zitat Amato-McCoy, D. (2008), “Perfect touch”, Chain Store Age, vol. 84 No. 6, pp. 39–40. Amato-McCoy, D. (2008), “Perfect touch”, Chain Store Age, vol. 84 No. 6, pp. 39–40.
Zurück zum Zitat Anitsal, I. and Schumann, D. (2007), “Toward a conceptualization of customer productivity: The customer’s perspective on transforming customer labor into customer outcomes using technology-based self-service options”, Journal of Marketing Theory and Practice, Vol. 15 No. 4, pp. 349–63.CrossRef Anitsal, I. and Schumann, D. (2007), “Toward a conceptualization of customer productivity: The customer’s perspective on transforming customer labor into customer outcomes using technology-based self-service options”, Journal of Marketing Theory and Practice, Vol. 15 No. 4, pp. 349–63.CrossRef
Zurück zum Zitat Armitt, C. (2005, January 27). Multi-channel retailing proves to be a hit with US consumers. New Media Age, p. 13 Armitt, C. (2005, January 27). Multi-channel retailing proves to be a hit with US consumers. New Media Age, p. 13
Zurück zum Zitat Avlonitis, G.J. and Karayanni, D.A. (2000), “The impact of Internet use on business-to-business marketing”, Industrial Marketing Management, Vol. 29 No. 5, pp. 441–59.CrossRef Avlonitis, G.J. and Karayanni, D.A. (2000), “The impact of Internet use on business-to-business marketing”, Industrial Marketing Management, Vol. 29 No. 5, pp. 441–59.CrossRef
Zurück zum Zitat Bagge, Danny (2007), “Multi-channel retailing: The route to customer focus. European Retail Digest”, Issue 53, pp. 57–70. Bagge, Danny (2007), “Multi-channel retailing: The route to customer focus. European Retail Digest”, Issue 53, pp. 57–70.
Zurück zum Zitat Beatson, A., Lee, N. and Coote, L. (2007), “Self-service technology and the service encounter”, The Service Industries Journal, Vol. 27 No. 1, pp. 75–89.CrossRef Beatson, A., Lee, N. and Coote, L. (2007), “Self-service technology and the service encounter”, The Service Industries Journal, Vol. 27 No. 1, pp. 75–89.CrossRef
Zurück zum Zitat Berry, L.L. (1999), “Discovering the Soul of Service”, New York: Free Press. Berry, L.L. (1999), “Discovering the Soul of Service”, New York: Free Press.
Zurück zum Zitat Britt, P. (2006), “Every day I stand the queue”, CRM Magazine, Vol. 10 No. 8, p. 14. Britt, P. (2006), “Every day I stand the queue”, CRM Magazine, Vol. 10 No. 8, p. 14.
Zurück zum Zitat Cold War, Hot Development (1994, June), Chain Store Age Executive with Shopping Center Age, Vol. 70 No. 6, pp. 66–68. Cold War, Hot Development (1994, June), Chain Store Age Executive with Shopping Center Age, Vol. 70 No. 6, pp. 66–68.
Zurück zum Zitat Colombo, M.G., Mariotti, S. and Moro, C. (1997), “Evoluzione verso il Mercato Verticale Oregnizzato: il Case Italtel”, L’Industria, Vol. 18 No. 1, pp. 13–57. Colombo, M.G., Mariotti, S. and Moro, C. (1997), “Evoluzione verso il Mercato Verticale Oregnizzato: il Case Italtel”, L’Industria, Vol. 18 No. 1, pp. 13–57.
Zurück zum Zitat Curran, J.M., Meuter, M.L. and Suprenant, C.F. (2003), “Intentions to use self-service technologies: a confluence of multiple attitudes”, Journal of Service Research, Vol. 5 No. 3, pp. 209–24. Curran, J.M., Meuter, M.L. and Suprenant, C.F. (2003), “Intentions to use self-service technologies: a confluence of multiple attitudes”, Journal of Service Research, Vol. 5 No. 3, pp. 209–24.
Zurück zum Zitat Diamond, J. and Litt, S. (2003), Retailing in the New Millennium, Fairchild Publications, New York, NY. Diamond, J. and Litt, S. (2003), Retailing in the New Millennium, Fairchild Publications, New York, NY.
Zurück zum Zitat Croom, S.R. (2005). The impact of e-business on supply chain management: An empirical study of key developments. International Journal of Operations & Production Magement, Vol. 25 No. 1, pp. 55–73.CrossRef Croom, S.R. (2005). The impact of e-business on supply chain management: An empirical study of key developments. International Journal of Operations & Production Magement, Vol. 25 No. 1, pp. 55–73.CrossRef
Zurück zum Zitat Dabholkar, P.A. and Bagozzi, R.P. (2002), “An attitudinal model of technology-based self-service: moderating effects of consumer traits and situational factors”, Journal of the Academy of Marketing Science, Vol. 30 No. 3, pp. 184–201. Dabholkar, P.A. and Bagozzi, R.P. (2002), “An attitudinal model of technology-based self-service: moderating effects of consumer traits and situational factors”, Journal of the Academy of Marketing Science, Vol. 30 No. 3, pp. 184–201.
Zurück zum Zitat The DMA (2005), 2005 Multichannel Marketing Report, The Direct Marketing Association, New York, NY. The DMA (2005), 2005 Multichannel Marketing Report, The Direct Marketing Association, New York, NY.
Zurück zum Zitat Doz, Y.L. and Hamel, G. (1998), Alliance Advantage: The Art of Creating Value Through Partnering, Harvard Business School Press, Boston, MA. Doz, Y.L. and Hamel, G. (1998), Alliance Advantage: The Art of Creating Value Through Partnering, Harvard Business School Press, Boston, MA.
Zurück zum Zitat FedEx, UPS develop e-commerce offerings (2000), Chain Store Age, Vol. 76 No. 3, p. 212. FedEx, UPS develop e-commerce offerings (2000), Chain Store Age, Vol. 76 No. 3, p. 212.
Zurück zum Zitat Future of Kiosks Looks (2003), Chain Store Age, Vol. 79 No. 11, p. 64. Future of Kiosks Looks (2003), Chain Store Age, Vol. 79 No. 11, p. 64.
Zurück zum Zitat Gardyn, R. (2002), Educated consumers, American Demographics, Vol. 24, No. 10, pp. 18–19. Gardyn, R. (2002), Educated consumers, American Demographics, Vol. 24, No. 10, pp. 18–19.
Zurück zum Zitat Grau, J. (2006). European Retail e-Commerce Rport. eMarketer. Grau, J. (2006). European Retail e-Commerce Rport. eMarketer.
Zurück zum Zitat Riseley, M. J. (2006a). Use consumer behaviour to prioritise multichannel alignment efforts Gartner August. Riseley, M. J. (2006a). Use consumer behaviour to prioritise multichannel alignment efforts Gartner August.
Zurück zum Zitat Gibson, P.R. and Edwards, J. (2004), “The strategic importance of e-commerce in modern supply chains”, Journal of Electronic Commerce in Organizations, Vol. 2 No. 3, pp. 59–76.CrossRef Gibson, P.R. and Edwards, J. (2004), “The strategic importance of e-commerce in modern supply chains”, Journal of Electronic Commerce in Organizations, Vol. 2 No. 3, pp. 59–76.CrossRef
Zurück zum Zitat Gronback, K. (2000, July 4), Marketing to generation Y, DSNRetailing Today, p. 14. Gronback, K. (2000, July 4), Marketing to generation Y, DSNRetailing Today, p. 14.
Zurück zum Zitat Howell, D. (2006), “Window shopping in N.Y.C.”, Chain Store Age, Vol. 82 No. 11, pp. 112–3. Howell, D. (2006), “Window shopping in N.Y.C.”, Chain Store Age, Vol. 82 No. 11, pp. 112–3.
Zurück zum Zitat Hunter, P. (2007, September), “The future’s in our hands”, In-Store, p. 13. Hunter, P. (2007, September), “The future’s in our hands”, In-Store, p. 13.
Zurück zum Zitat Jones Lang LaSalle (2002), “Gen Y and the future of mall retailing”. Jones Lang LaSalle (2002), “Gen Y and the future of mall retailing”.
Zurück zum Zitat Jupiter Research (2006), Jupiter Research Internet Shopping Model, NY: New York. Jupiter Research (2006), Jupiter Research Internet Shopping Model, NY: New York.
Zurück zum Zitat Kiviat, B. (2008), “#2 The end of customer service”, Time, Vo. 171 No. 12, p. 42. Kiviat, B. (2008), “#2 The end of customer service”, Time, Vo. 171 No. 12, p. 42.
Zurück zum Zitat Kushwaha, T.L. and Shankar, V. (2008), “Single channel vs. multichannel retail customers: Correlates and consequences”, working paper, Texas A&M University, College Station, TX 77845. Kushwaha, T.L. and Shankar, V. (2008), “Single channel vs. multichannel retail customers: Correlates and consequences”, working paper, Texas A&M University, College Station, TX 77845.
Zurück zum Zitat Lancioni, R.A. Smith, M.F. and Schau, H.J. (2003), “Strategic Internet application trends in supply chain management”, Industrial Marketing Management, Vol. 32, pp. 211–7.CrossRef Lancioni, R.A. Smith, M.F. and Schau, H.J. (2003), “Strategic Internet application trends in supply chain management”, Industrial Marketing Management, Vol. 32, pp. 211–7.CrossRef
Zurück zum Zitat Lee, H.L. (2002), “Aligning supply chain strategies with product uncertainties”, California Management Review, Vol. 44 No. 3, pp. 105–119. Lee, H.L. (2002), “Aligning supply chain strategies with product uncertainties”, California Management Review, Vol. 44 No. 3, pp. 105–119.
Zurück zum Zitat Liddle, A. (2009), “Customers welcome kiosks, but operators still reluctant”, Nation’s Restaurant News. Vol. 43 No. 26, p. 58. Liddle, A. (2009), “Customers welcome kiosks, but operators still reluctant”, Nation’s Restaurant News. Vol. 43 No. 26, p. 58.
Zurück zum Zitat Liljander, V., Gillberg, F., Gummerus, J. and Riel, A. (2006), “Technology readiness and the evaluation and adoption of self-service technologies”, Journal of Retailing and Consumer Services, Vol. 13, pp. 177–91.CrossRef Liljander, V., Gillberg, F., Gummerus, J. and Riel, A. (2006), “Technology readiness and the evaluation and adoption of self-service technologies”, Journal of Retailing and Consumer Services, Vol. 13, pp. 177–91.CrossRef
Zurück zum Zitat Lin, P. and Lee, C. (2009), “How online vendors select parcel delivery carriers”, Transportation Journal, Vol. 48 No. 3, pp. 20–31. Lin, P. and Lee, C. (2009), “How online vendors select parcel delivery carriers”, Transportation Journal, Vol. 48 No. 3, pp. 20–31.
Zurück zum Zitat Litchford, T. (2007), “Back to the basics to drive retail forward”, Stores, Vol. 89 No.2, p. 70. Litchford, T. (2007), “Back to the basics to drive retail forward”, Stores, Vol. 89 No.2, p. 70.
Zurück zum Zitat Lovett, G. (2007), “Retailers look to technology to speed up transactions”, Design Week, Vol. 22 No. 41, p. 7. Lovett, G. (2007), “Retailers look to technology to speed up transactions”, Design Week, Vol. 22 No. 41, p. 7.
Zurück zum Zitat Malone, T., Yates, J. and Benjamin, R. (1987), “Electronic markets and electronic hierarchies: effects of information technology on market structure and corporate strategies”, Communications of the ACM, Vol. 30 No. 6, pp. 484–97.CrossRef Malone, T., Yates, J. and Benjamin, R. (1987), “Electronic markets and electronic hierarchies: effects of information technology on market structure and corporate strategies”, Communications of the ACM, Vol. 30 No. 6, pp. 484–97.CrossRef
Zurück zum Zitat Meuter, M., Ostrom, A., Roundtree, R. and Bitner, M. (2000), “Self-service technologies: understanding customer satisfaction with technology-based service encounters”, Journal of Marketing, Vol. 64 No. 3, pp. 50–64.CrossRef Meuter, M., Ostrom, A., Roundtree, R. and Bitner, M. (2000), “Self-service technologies: understanding customer satisfaction with technology-based service encounters”, Journal of Marketing, Vol. 64 No. 3, pp. 50–64.CrossRef
Zurück zum Zitat Meuter, M., Ostrom, A., Bitner, M, Roundtree, R. (2003), “The influence of technology anxiety on consumer use and experiences with self-service technologies”, Journal of Business Research, Vol. 56 No. 11, pp. 899–906.CrossRef Meuter, M., Ostrom, A., Bitner, M, Roundtree, R. (2003), “The influence of technology anxiety on consumer use and experiences with self-service technologies”, Journal of Business Research, Vol. 56 No. 11, pp. 899–906.CrossRef
Zurück zum Zitat Michelino, F., Bianco, F. and Caputo, M. (2008), “Internet and supply chain management: Adoption modalities for Italian firms”, Management Research News, Vol. 31 No. 5, pp. 359–374.CrossRef Michelino, F., Bianco, F. and Caputo, M. (2008), “Internet and supply chain management: Adoption modalities for Italian firms”, Management Research News, Vol. 31 No. 5, pp. 359–374.CrossRef
Zurück zum Zitat National Retail Federation (2006), Retail Industry Indicators, Washington, DC: NRF Foundation. National Retail Federation (2006), Retail Industry Indicators, Washington, DC: NRF Foundation.
Zurück zum Zitat Novack, R.A., Langley, C.J. Jr and Rinehart, L.M. (1995), Creating Logistic Value, Council of Logistics Management, Oak Brook, IL. Novack, R.A., Langley, C.J. Jr and Rinehart, L.M. (1995), Creating Logistic Value, Council of Logistics Management, Oak Brook, IL.
Zurück zum Zitat Prior, M. (2003), “Boomers lead ‘fountain of youth’ trend”, DSN Retailing Today, Vol. 42 No. 11, pp. 26–7. Prior, M. (2003), “Boomers lead ‘fountain of youth’ trend”, DSN Retailing Today, Vol. 42 No. 11, pp. 26–7.
Zurück zum Zitat Radjou, N. (2004, January/February), The X Internet invigorates supply chains, Industrial Management, pp. 13–17. Radjou, N. (2004, January/February), The X Internet invigorates supply chains, Industrial Management, pp. 13–17.
Zurück zum Zitat Riseley, M. J. (2006b), “Use Consumer Behaviour to Prioritize Multichannel Alignment Efforts”. Riseley, M. J. (2006b), “Use Consumer Behaviour to Prioritize Multichannel Alignment Efforts”.
Zurück zum Zitat Rocks, D. (2000), “Going nowhere fast in cyberspace”, BusinessWeek, Vol. 3666, pp. 58–9. Rocks, D. (2000), “Going nowhere fast in cyberspace”, BusinessWeek, Vol. 3666, pp. 58–9.
Zurück zum Zitat Ronchi, S. (2003), “The Internet and the Customer-Supplier Relationship”, Ashgate, Aldershot. Ronchi, S. (2003), “The Internet and the Customer-Supplier Relationship”, Ashgate, Aldershot.
Zurück zum Zitat Russell, R. and Taylor, III, B. (2003), Operations Management, 4th ed., New Jersey: Upper Saddle River. Russell, R. and Taylor, III, B. (2003), Operations Management, 4th ed., New Jersey: Upper Saddle River.
Zurück zum Zitat Ryan, R. (2010, January 12), Cabela’s key to building a customer-centric multichannel business, National. Ryan, R. (2010, January 12), Cabela’s key to building a customer-centric multichannel business, National.
Zurück zum Zitat Song, H. (2003), “E-services at FedEx”, Communications of the ACM, Vol. 46 No. 6, pp. 45–6.CrossRef Song, H. (2003), “E-services at FedEx”, Communications of the ACM, Vol. 46 No. 6, pp. 45–6.CrossRef
Zurück zum Zitat Stores (2005 January). Top ten issues facing global retailers. pp. G32–G44. Stores (2005 January). Top ten issues facing global retailers. pp. G32–G44.
Zurück zum Zitat Strauss, W. and Howe, N. (1991), Generations: The History of America’s Future, William Morrow Publishers, New York, NY. Strauss, W. and Howe, N. (1991), Generations: The History of America’s Future, William Morrow Publishers, New York, NY.
Zurück zum Zitat Sullivan, P. and Heitmeyer, J. (2008), “Looking at Gen Y shopping preferences and intentions: exploring the role of experience and apparel involvement”, International Journal of Consumer Studies, Vol. 32, pp. 285–95.CrossRef Sullivan, P. and Heitmeyer, J. (2008), “Looking at Gen Y shopping preferences and intentions: exploring the role of experience and apparel involvement”, International Journal of Consumer Studies, Vol. 32, pp. 285–95.CrossRef
Zurück zum Zitat Tan, K.C. (2001), “A framework of supply chain management literature”, European Journal of Purchasing and Supply Management, Vol. 7 No. 1, pp. 39–48.CrossRef Tan, K.C. (2001), “A framework of supply chain management literature”, European Journal of Purchasing and Supply Management, Vol. 7 No. 1, pp. 39–48.CrossRef
Zurück zum Zitat Timme, S. and Li, J. (2007), “Taking it to the top”, Chain Store Age, Vol. 83 No. 9, p. 16A. Timme, S. and Li, J. (2007), “Taking it to the top”, Chain Store Age, Vol. 83 No. 9, p. 16A.
Zurück zum Zitat Walker, R.H., Craig-Lees, M., Hecker, R. and Francis, H. (2002), “Technology-enabled service delivery: an investigation of reasons affecting customer adoption and rejection”, International Journal of Service Industry Management, Vol. 13 No. 1, pp. 91–106.CrossRef Walker, R.H., Craig-Lees, M., Hecker, R. and Francis, H. (2002), “Technology-enabled service delivery: an investigation of reasons affecting customer adoption and rejection”, International Journal of Service Industry Management, Vol. 13 No. 1, pp. 91–106.CrossRef
Zurück zum Zitat Weiss, M. (2003), “To be about to be”, American Demographics, Vol. 25 No. 7, pp. 28–36. Weiss, M. (2003), “To be about to be”, American Demographics, Vol. 25 No. 7, pp. 28–36.
Zurück zum Zitat Worldwide Databases (2006), Macy’s finds perfect fit with information builders WebFocus, Vol. 18 No. 4, p. 2. Worldwide Databases (2006), Macy’s finds perfect fit with information builders WebFocus, Vol. 18 No. 4, p. 2.
Zurück zum Zitat Zeithaml, V.A. and Gilly, M.C. (1987), “Characteristics affecting the acceptance of retailing technologies: a comparison of elderly and nonelderly consumers”, Journal of Retailing, Vol. 63 No. 1, pp. 49–68. Zeithaml, V.A. and Gilly, M.C. (1987), “Characteristics affecting the acceptance of retailing technologies: a comparison of elderly and nonelderly consumers”, Journal of Retailing, Vol. 63 No. 1, pp. 49–68.
Zurück zum Zitat Bakewell, C., and Mitchell, V. (2003), “Generation Y female consumer decision-making styles”, International Journal of Retail & Distribution Management, Vol. 31 No. 2, pp. 95–106.CrossRef Bakewell, C., and Mitchell, V. (2003), “Generation Y female consumer decision-making styles”, International Journal of Retail & Distribution Management, Vol. 31 No. 2, pp. 95–106.CrossRef
Zurück zum Zitat Bakewell, C., Mitchell, V. and Rothwell, M (2006), “UK Generation Y fashion consciousness”, Journal of Fashion Marketing and Management, Vol. 10 No. 2, pp. 169–80.CrossRef Bakewell, C., Mitchell, V. and Rothwell, M (2006), “UK Generation Y fashion consciousness”, Journal of Fashion Marketing and Management, Vol. 10 No. 2, pp. 169–80.CrossRef
Zurück zum Zitat Bitner, M.J. (2001), “Self-service technologies: What do customers expect?” Marketing Management, Vol. 10 No. 1, pp. 10–11. Bitner, M.J. (2001), “Self-service technologies: What do customers expect?” Marketing Management, Vol. 10 No. 1, pp. 10–11.
Zurück zum Zitat Bitner, M.J. (2001), “Services and technology: opportunities and paradoxes,” Managing Service Quality, Vol. 11 No. 6, pp. 375–9.CrossRef Bitner, M.J. (2001), “Services and technology: opportunities and paradoxes,” Managing Service Quality, Vol. 11 No. 6, pp. 375–9.CrossRef
Zurück zum Zitat Ford, R., and Heaton, C. (2001), “Managing your guest as a quasi-employee,” Cornell Hotel and Restaurant Administration Quarterly, Vol. 42 No. 2, pp. 46–55.CrossRef Ford, R., and Heaton, C. (2001), “Managing your guest as a quasi-employee,” Cornell Hotel and Restaurant Administration Quarterly, Vol. 42 No. 2, pp. 46–55.CrossRef
Zurück zum Zitat Frohlich, M.T. and Westbrook, R. (2001), “Arcs of integration: an international study of supply chain strategies”, Journal of Operations Management, Vol. 19 No. 2, pp. 185–200.CrossRef Frohlich, M.T. and Westbrook, R. (2001), “Arcs of integration: an international study of supply chain strategies”, Journal of Operations Management, Vol. 19 No. 2, pp. 185–200.CrossRef
Zurück zum Zitat Giannakis, M. and Croom, S. (2004), “Towards the development of a supply chain management paradigm: a conceptual framework”, The Journal of Supply Chain Management, Vol. 15 No. 1, pp. 27–37.CrossRef Giannakis, M. and Croom, S. (2004), “Towards the development of a supply chain management paradigm: a conceptual framework”, The Journal of Supply Chain Management, Vol. 15 No. 1, pp. 27–37.CrossRef
Zurück zum Zitat Lancioni, R.A. Smith, M.F. and Oliva, T.A. (2000), “The role of internet in supply chain management”, Industrial Marketing Management, Vol. 29, pp. 45–56.CrossRef Lancioni, R.A. Smith, M.F. and Oliva, T.A. (2000), “The role of internet in supply chain management”, Industrial Marketing Management, Vol. 29, pp. 45–56.CrossRef
Zurück zum Zitat Liljander, V., Gillberg, F., Gummerus, J. and Riel, A. (2006), “Technology readiness and the evaluation and adoption of self-service technologies”, Journal of Retailing and Consumer Services, Vol. 13, pp. 177–91.CrossRef Liljander, V., Gillberg, F., Gummerus, J. and Riel, A. (2006), “Technology readiness and the evaluation and adoption of self-service technologies”, Journal of Retailing and Consumer Services, Vol. 13, pp. 177–91.CrossRef
Metadaten
Titel
The Service Imperative in the Retailing Industry
verfasst von
Minjeong Kim, Ph.D.
Jay Kandampully, Ph.D.
Copyright-Jahr
2012
Verlag
Springer New York
DOI
https://doi.org/10.1007/978-1-4614-1554-1_2