Service Consumer Model: Understanding and Describing Consumers for New Service Development
Type
conference paper
Date Issued
2009-08-06
Author(s)
Research Team
IWI4
Abstract (De)
Against the background of an increasing discrepancy between consumer access to an evergrowing range of products and being increasingly frustrated with the consumption processes, we propose a model for understanding and describing consumers and their behavior holistically. In this paper, a design science approach is used. The model is build on existing concepts such as the concept of consumer processes, user context, service-dominant logic, disconfirmation, activity theory, and event-driven process chains. The application of the model and its usefulness for improving new service development is demonstrated by an example.
Language
German
HSG Classification
not classified
Refereed
No
Book title
Proceedings of the Fifteenth Americas Conference on Information Systems (AMCIS 2009)
Event Title
15th Americas Conference On Information Systems (AMCIS 2009)
Event Location
San Francisco, CA
Event Date
06.-09.08.2009
Subject(s)
Division(s)
Eprints ID
214493