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Automatisierung und Vertrauensbildung in der Customer Journey von Dienstleistungskunden durch den Einsatz der Blockchain-Technologie

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Automatisierung und Personalisierung von Dienstleistungen

Part of the book series: Forum Dienstleistungsmanagement ((FD))

Zusammenfassung

Die Blockchain-Technologie gilt bei vielen Experten in Wissenschaft und Praxis als potenzieller Game Changer in Wirtschaft und Gesellschaft. Allerdings sind viele ihrer Anwendungsmöglichkeiten bisher kaum erkundet. Anhand einer Smartphone-Reparatur zeigen die Autoren exemplarisch auf, wie sich eine klassische Customer Journey durch den Einsatz blockchain-basierter Anwendungen grundlegend wandeln und zur Reduktion von Kaufrisiken führen kann. Hieraus ergeben sich für Dienstleistungsanbieter erhebliche Implikationen für das Empfehlungs- / Reputations-, Integrations- und Customer Relationship Management.

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Authors and Affiliations

  1. Fachbereich Wirtschaftswissenschaften / Fachgebiet Marketing, Universität Kassel, Kassel, Deutschland

    Florian Oliver Knauer & Andreas Mann

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  1. Florian Oliver Knauer
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  2. Andreas Mann
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Correspondence to Andreas Mann .

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Editors and Affiliations

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

    Manfred Bruhn

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

    Karsten Hadwich

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Knauer, F.O., Mann, A. (2020). Automatisierung und Vertrauensbildung in der Customer Journey von Dienstleistungskunden durch den Einsatz der Blockchain-Technologie. In: Bruhn, M., Hadwich, K. (eds) Automatisierung und Personalisierung von Dienstleistungen. Forum Dienstleistungsmanagement. Springer Gabler, Wiesbaden. https://doi.org/10.1007/978-3-658-30168-2_13

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  • DOI: https://doi.org/10.1007/978-3-658-30168-2_13

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  • Publisher Name: Springer Gabler, Wiesbaden

  • Print ISBN: 978-3-658-30167-5

  • Online ISBN: 978-3-658-30168-2

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