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Automatisierung und Personalisierung von Dienstleistungen pp 121–139Cite as

Privacy Concerns – Ursachen, Erscheinungsformen und Implikationen für das Kundenbeziehungsmanagement

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Part of the Forum Dienstleistungsmanagement book series (FD)

Zusammenfassung

Das Kundenbeziehungsmanagement befindet sich in einem Spannungsfeld zwischen fortgeschrittenen technologischen Möglichkeiten zur Erhebung und Nutzung von Kundendaten einerseits und einer erhöhten Sensibilität von Kunden gegenüber einer umfassenden und detaillierten Erfassung und Analyse ihres Verhaltens andererseits. Der vorliegende Beitrag bietet einen Überblick über das Konstrukt Privacy Concerns, seine Ursachen und Wirkungen und leitet daraus Implikationen für das Kundenbeziehungsmanagement sowie weiterführende Forschungsfragen ab.

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Author information

Authors and Affiliations

  1. Fachgebiet Marketing, Technische Universität Ilmenau, Ilmenau, Deutschland

    Anja Geigenmüller

  2. 2HM Business Services GmbH, Mainz, Deutschland

    Antonia Hoebbel

Authors
  1. Anja Geigenmüller
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  2. Antonia Hoebbel
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Correspondence to Anja Geigenmüller .

Editor information

Editors and Affiliations

  1. Wirtschaftswissenschaftliche Fakultät, Universität Basel, Basel, Basel Stadt, Switzerland

    Prof.Dr.Dr.h.c.mult. Manfred Bruhn

  2. Lehrstuhl für Dienstleistungsmanagement Fakultät Wirtschafts- und Sozialwissenschaften, Universität Hohenheim, Stuttgart, Baden-Württemberg, Germany

    Prof. Dr. Karsten Hadwich

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Geigenmüller, A., Hoebbel, A. (2020). Privacy Concerns – Ursachen, Erscheinungsformen und Implikationen für das Kundenbeziehungsmanagement. In: Bruhn, M., Hadwich, K. (eds) Automatisierung und Personalisierung von Dienstleistungen. Forum Dienstleistungsmanagement. Springer Gabler, Wiesbaden. https://doi.org/10.1007/978-3-658-30166-8_5

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  • DOI: https://doi.org/10.1007/978-3-658-30166-8_5

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