LEADER 03571nam 2200397 450 001 9910476942903321 005 20230508164931.0 024 7 $a10.33968/9783966270106-00 035 $a(CKB)5470000000566835 035 $a(NjHacI)995470000000566835 035 $a(EXLCZ)995470000000566835 100 $a20230508d2019 uy 0 101 0 $ager 135 $aur||||||||||| 181 $ctxt$2rdacontent 182 $cc$2rdamedia 183 $acr$2rdacarrier 200 10$aAnalyse von Kundenaktivita?ten und der Bereitstellungsqualita?t von Bu?chern aus Kundensicht $eMit einer Untersuchung von Kundenkommentaren zu Mietangeboten fu?r E-Books /$fJanina Wittrock 210 1$aLeipzig :$cHTWK Leipzig - OA-Hochschulverlag,$d2019. 215 $a1 online resource (160 pages) 311 $a3-96627-011-0 330 $a"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." 517 $aAnalyse von Kundenaktivitäten und der Bereitstellungsqualität von Büchern aus Kundensicht 517 $aAnalyse von Kundenaktivitäten und der Bereitstellungsqualität von Büchern aus Kundensicht 606 $aMass media$xHistory$y20th century 606 $aMass media$xPhilosophy 615 0$aMass media$xHistory 615 0$aMass media$xPhilosophy. 676 $a302.23 700 $aWittrock$b Janina$01278332 801 0$bNjHacI 801 1$bNjHacl 906 $aBOOK 912 $a9910476942903321 996 $aAnalyse von Kundenaktivita?ten und der Bereitstellungsqualita?t von Bu?chern aus Kundensicht$93013107 997 $aUNINA