Kundenabwanderungs- und Kundenrückgewinnungsprozesse

Michalski, Silke

doi:10.1007/978-3-663-10584-8

Cited by 65 publications

(3 citation statements)

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“…The main purposes of this study of the real‐estate industry were:to collect and analyse in‐depth data about customers' reasons for choosing particular realtors; andto identify the quality attributes that influence consumers' evaluations of service quality in this industry.A qualitative research methodology was chosen (Carson et al , 2001; Cohen, 1999; Dey, 1993) utilising the grounded‐theory approach (Strauss and Corbin, 1994), which has increasingly been adopted in marketing research, especially for practice‐oriented studies (Goulding, 2001; Lasotta, 2007; Michalski, 2002).…”

Section: Methodsmentioning

confidence: 99%

“…This variation reflects the different experiences among the respondents. These differences included the following:For respondents who rented their accommodation, there were fewer online services available than for those who searched with a view to buying property.Some respondents had used the internet to a greater extent than others in gaining information.Some respondents did not rely on a realtor at all; these respondents had found housing through the local newspaper or by word‐of‐mouth recommendation.All of the interviews were recorded and transcribed before being imported into MAXQDA 2007, which is a software package that is designed for coding qualitative data; an earlier version of this program has previously been used successfully by Lasotta (2007) and Michalski (2002).…”

Section: Methodsmentioning

confidence: 99%

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Investigating the concept of potential quality

Tuzovic

2008

Managing Service Quality: An International Journal

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PurposeThe purpose of this research is to examine the concept of “potential quality” – that is, a company's tangible search qualities (such as the physical servicescape and virtual servicescape) – within the context of the real‐estate industry in the USA.Design/methodology/approachThis qualitative study collects data by conducting personal in‐depth interviews with 34 respondents who had been recent buyers or renters of property. The data are then coded and themed to identify quality dimensions relevant to this industry.FindingsThe results indicate that a buyer's perception of the overall service quality of real‐estate service consists of two components: the interaction with a realtor (process quality); and the virtual servicescape, especially the firm's website design and content (potential quality). The study concludes that existing scales (such as SERVQUAL and RESERV) fail to capture the tangible component of service quality sufficiently in the real‐estate industry.Research limitations/implicationsThe study uses data from only one industry (real estate) and from only one demographic segment (professionals in higher education).Practical implicationsService providers of intangible, high‐contact services must appreciate the importance of the virtual servicescape as a surrogate quality indicator that can help to reduce information asymmetries and consumers' uncertainty with regard to initiating a business relationship. Real estate firms need to pay attention to the training of agents and the design and content of their e‐service systems.Originality/valueThis study integrates potential quality, process quality, and outcome quality in a comprehensive proposed model. In particular, the study identifies “potential quality” as a combination of the attributes of the virtual service environment and the physical service environment.

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Section: Methodsmentioning

confidence: 99%

Section: Methodsmentioning

confidence: 99%

Investigating the concept of potential quality

Tuzovic

2008

Managing Service Quality: An International Journal

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“…Da die Hanse nicht nur einen wirtschaftlichen Rahmen bot, sondern zunehmend ebenfalls eine Kulturgemeinschaft begründete, 316 Olavs Kultverbreitung entlang der Hansestädte geriet ins Stocken, nachdem die Bilderstürme in den 20er Jahren des 16. Jahrhunderts in Danzig, Stralsund und Lübeck ausbrachen, 324 sodass auch andere Städte in der Hanse diese Auswirkungen zu spüren bekommen und das Wissen um den Patron der Schiffer in Emmerich eine langlebige Verehrung behindert haben könnten.…”

Section: Darzu Der Konigh Dan Schencken Soll Ein Ahm Biers Ein Schott...unclassified