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Analyse von Kundenaktivitäten und der Bereitstellungsqualität von Büchern aus Kundensicht: Mit einer Untersuchung von Kundenkommentaren zu Mietangeboten für E-Books
Wittrock, Janina
Leipzig: HTWK Leipzig - OA-Hochschulverlag 2019
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Título:
Analyse von Kundenaktivitäten und der Bereitstellungsqualität von Büchern aus Kundensicht: Mit einer Untersuchung von Kundenkommentaren zu Mietangeboten für E-Books
Autor:
Wittrock, Janina
Assuntos:
activity theory
;
Bereitstellungsqualität
;
Bibliothek
;
Book Industry Communication
;
book retail
;
bookshop
;
Buchhandel
;
Buchhandlung
;
Bücher
;
Bücherlesen
;
CDL
;
consumer activities
;
consumer comments
;
content analysis
;
Customer dominant logic
;
customer focus
;
customization
;
Deutschland
;
Economics, finance, business & management
;
Economics, Finance, Business and Management
;
Germany
;
HTWK Leipzig
;
Industry & industrial studies
;
Industry and industrial studies
;
Inhaltsanalyse
;
Kauf
;
KNTP1 Publishing and book trade
;
Kundenaktivitäten
;
Kundenkommentare
;
Kundenorientierung
;
Leser
;
master thesis
;
Masterarbeit
;
Media, entertainment, information and communication industries
;
Media, information & communication industries
;
Monografie
;
OA-HVerlag
;
Open Access
;
Personalisierung
;
personalization
;
public library
;
Publishing industry & book trade
;
Publishing industry and journalism
;
purchase
;
quality of provision
;
reader
;
reading books
;
rental service
;
thema EDItEUR
;
Tätigkeitstheorie
;
Value in Use
;
Vermietungsangebot
;
öffentlich
Notas:
2019-12-19 13:35:43, Funder name: German Federal Ministry of Education and Research (BMBF)/ Funder acronym: OA-HVERLAG/ Funder grant number: 16OA045
Descrição:
"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."
Editor:
Leipzig: HTWK Leipzig - OA-Hochschulverlag
Data de criação/publicação:
2019
Formato:
160
Idioma:
Alemão
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