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.
Access this chapter
Tax calculation will be finalised at checkout
Purchases are for personal use only
Preview
Unable to display preview. Download preview PDF.
Similar content being viewed by others
Literatur
Agrawal, D./Jureczek, N./Gopalakrishnan, G./Guzman, M.N./McDonald, M./Kim, H. (2018): Loyalty points on the blockchain, in: Business and Management Studies, Vol. 4, No. 3, S. 80-92.
Aste, T./Tasca, P./Di Matteo, T. (2017): Blockchain technologies − The foreseeable impacton society and industry, in: Computer, Vol. 50, No. 9, S. 18-28.
Bandura, A. (1982): Self-efficacy mechanism in human agency, in: American Psychologist, Vol. 37, No. 2, S. 122-147.
Beck, R. (2018): Beyond bitcoin − The rise of blockchain world, in: Computer, Vol. 51, No. 2, S. 54-58.
Beck, R./Avital, M./Rossi, M./Thatcher, J.B. (2017): Blockchain technology in business and information systems research, in: Business & Information Systems Engineering, Vol. 59, No. 6, S. 381-384.
Beck, R./Müller-Bloch, C. (2017): Blockchain as radical innovation − A framework for engaging with distributed ledgers as incumbent organization, in: Proceedings of the 50th Hawaii Conference on System Sciences, Waikoloa, S. 5390-5399.
Benčić, F.M./Zarko, I.P. (2018): Distributed ledger technology − Blockchain compared to directed acyclic graph, https://arxiv.org/pdf/1804.10013.pdf (Zugriff am 06.08.19).
Blocher, W. (2018): C2B statt B2C? – Auswirkungen von Blockchain, Smart Contracts & Co. auf die Rolle des Verbrauchers, in: Kenning, P./Lamla, J. (Hrsg.): Entgrenzungen des Konsums, Wiesbaden, S. 87-107.
Busarov, A. (2018): Blockchain loyalty programs − The key to mainstream crypto adoption, in: A Medium Corporation (Hrsg.), https://medium.com/@Taelpay/blockchain-loyalty-programs-the-key-to-mainstream-crypto-adoption-e28c79d3246d (Zugriff am 28.08.2019).
Cai, Y./Zhu, D. (2016): Fraud detections for online businesses − A perspective from blockchain technology, in: Financial Innovation, Vol. 2, No. 1, S. 1-10.
Chen, D.B. (2018): Utility of the blockchain for climate mitigation, in: Journal of the British Blockchain Association, Vol. 1, No. 1, S. 75-80.
Christopher, C.M. (2016): The bridging model − Exploring the roles of trust and en-forcement in banking, bitcoin, and the blockchain, in: Nevada Law Journal, Vol. 17, No. 1, S. 139-180.
Cuccuru, P. (2017): Beyond bitcoin − An early overview on smart contracts, in: International Journal of Law and Information Technology, Vol. 25, No. 3, S. 179-195.
da Costa Cruz, J./Schröder, A.S./von Wangenheim, G. (2019): Chaining property to blocks – On the economic efficiency of blockchain-based property enforcement, in: Abramowicz, W./Paschke, A. (Hrsg.): Business Information Systems Workshops, Cham, S. 313-324.
Frey, R./Wörner, D./Ilic, A. (2016): Collaborative filtering on the blockchain − A se-cure recommender system for e-commerce, in: Americas Conference on Information Systems/Association for Information Systems/AMCIS (Hrsg.): Surfing the IT innovation wave, Red Hook, NY, S. 1734-1738.
Harvey, C.R./Moorman, C./Toledo, M. (2018): How blockchain will change marketing as we know it, in: SSRN Journal, https://papers.ssrn.com/sol3/papers.cfm?abstract_id=3257511 (Zugriff am 26.08.2019).
Hassenzahl, M./Diefenbach, S./Göritz, A. (2010): Needs, affect, and interactive prod-ucts – Facets of user experience, in: Interacting with Computers, Vol. 22, No. 5, S. 353-362.
Hopf, S./Picot, A. (2018): Revolutioniert Blockchain-Technologie das Management von Eigentumsrechten und Transaktionskosten?, in: Redlich, T./Moritz, M./Wulfsberg, J.P. (Hrsg.): Interdisziplinäre Perspektiven zur Zukunft der Wertschöpfung, Wiesbaden, S. 109-119.
Huckle, S./Bhattacharya, R./White, M./Beloff, N. (2016): Internet of things, blockchain and shared economy applications, in: Procedia Computer Science, Vol. 98, S. 461-466.
Iansiti, M./Lakhani, K.R. (2017): The truth about blockchain, in: Harvard Business Review, Vol. 95, No. 1, S. 119-127.
Kannengießer, N./Lins, S./Dehling, T./Sunyaev, A. (2019): What does not fit can be made to fit! Trade-offs in distributed ledger technology designs, in: Proceedings of the 52th Hawaii International Conference on System Sciences, Waikoloa, S. 7069-7078.
Ketelaar, P.E./Van Balen, M. (2018): The smartphone as your follower − The role of smartphone literacy in the relation between privacy concerns, attitude and behaviour towards phone-embedded tracking, in: Computers in Human Behavior, Vol. 78, S. 174-182.
Kuo, T.T./Kim, H.E./Ohno-Machado, L. (2017): Blockchain distributed ledger tech-nologies for biomedical and health care applications, in: Journal of the American Medical Informatics Association, Vol. 24, No. 6, S. 1211-1220.
Lemon, K.N./Verhoef, P.C. (2016): Understanding customer experience throughout the customer journey, in: Journal of Marketing, Vol. 80, No. 6, S. 69-96.
Magazzeni, D./McBurney, P./Nash, W. (2017): Validation and verification of smart contracts − A research agenda, in: Computer, Vol. 50, No. 9, S. 50-57.
Mann, A. (2008): Dialogmarketing und Kundenvertrauen, in: Klumpp, D./Kubicek, H./Roßnagel, A./Schulz, W. (Hrsg.): Informationelles Vertrauen für die Informationsgesellschaft, Berlin/Heidelberg, S. 329-346.
Mann, A. (2017): Erfolgsfaktoren im Dienstleistungsbereich, in: Corsten, H./Roth, S. (Hrsg.): Handbuch Dienstleistungsmanagement, München, S. 283-311.
McCarthy, J.C./Wright, P.C. (2004): Technology as experience, Cambridge.
McKnight, D.H./Chervany, N.L. (2001): What trust means in e-commerce customer relationships − An interdisciplinary conceptual typology, in: International Journal of Electronic Commerce, Vol. 6, No. 2, S. 35-59.
Meier, A./Stormer, H. (2018): Blockchain = Distributed Ledger + Consensus, in: HMD, 55. Jg., Nr. 6, S. 1139-1154.
Nakamoto, S. (2008): Bitcoin: A peer-to-peer electronic cash system, https://bitcoin.org/bitcoin.pdf (Zugriff am 06.08.2019).
Neslin, S.A./Jerath, K./Bodapati, A./Bradlow, E.T./Deighton, J./Gensler, S./Lee, L./ Montaguti, E./Telang, R./Venkatesan, R./Verhoef, P.C./Zhang, J. (2014): The interrelationships between brand and channel choice, in: Marketing Letters, Vol. 25, No. 3, S. 319-330.
Nofer, M./Gomber, P./ Hinz, O./Schiereck, D. (2017): Blockchain, in: Business & Information Systems Engineering, Vol. 59, No. 3, S. 183-187.
O’Leary, D.E. (2017): Configuring blockchain architectures for transaction information in blockchain consortiums − The case of accounting and supply chain systems, in: Intelligent Systems in Accounting, Finance and Management, Vol. 24, No. 4, S. 138-147.
Pennington, R./Wilcox H.D./Grover, V. (2003): The role of system trust in business-to-consumer transactions, in: Journal of Management Information Systems, Vol. 20, No. 3, S. 197-226.
Prinz, W./Rose, T./Osterland, T./Putschli, C. (2018): Blockchain − Verlässliche Transaktionen, in: Neugebauer, R. (Hrsg.): Digitalisierung − Schlüsseltechnologien für Wirtschaft und Gesellschaft, Berlin/Heidelberg, S. 311-319.
Risius, M./Spohrer, K. (2017): A blockchain research framework − What we (don’t) know, where we go from here, and how we will get there, in: Business & Information Systems Engineering, Vol. 59, No. 6, S. 385-409.
Riisgaard, H/Mosgaar, M.A./Zacho, K.O. (2016): Local circles in a circular economy – The case of smartphone repair in Denmark, in: European Journal of Sustainable Development, Vol. 5, No. 1, S. 109-124.
Simpson, P.M./Siguaw, J.A./Cadogan, J.W. (2008): Understanding the consumer-propensity to observe, in: European Journal of Marketing, Vol. 42, No. 1-2, S. 196-221.
Stetter, T./Mann, A. (2014): Dialogkommunikation zur Förderung der Vertrauenswürdigkeit von Dienstleistungsunternehmen auf Absatzmärkten, in: Deutscher Dialogmarketing Verband e.V. (Hrsg.): Dialogmarketing Perspektiven 2013/2104, Wiesbaden, S. 45-65.
Subramanian, H. (2018): Decentralized blockchain-based electronic marketplaces, in: Communication of the ACM, Vol. 61, No. 1, S. 78-84.
Tapscott, D./Tapscott, A. (2016): Blockhain Revolution, London.
Tapscott, A./Tapscott, D. (2017): How blockchain is changing finance, in: Harvard Business Review − Digital Articles, https://hbr.org/2017/03/how-blockchain-is-changing-finance (Zugriff am 06.08.2019).
Wang, Y./Yu, C. (2017): Social interaction-based consumer decision-making model in social commerce − The role of word of mouth and observational learning, in: International Journal of Information Management, Vol. 27, No. 6, S. 179-189.
Wolny, J./Charoensuksai, N. (2014): Mapping customer journeys in multichannel decision-making, in: Journal of Direct, Data and Digital Marketing Practice, Vol. 15, No. 4, S. 317-326.
Zyskind, G./Nathan, O./Pentland, A.‘S.’ (2015): Decentralizing privacy − Using blockchain to protect personal data, in: IEEE Computer Society Technical Committee on Security and Privacy (Hrsg.): 2015 IEEE Security and Privacy Workshops, S. 180-184.
Author information
Authors and Affiliations
Corresponding author
Editor information
Editors and Affiliations
Rights and permissions
Copyright information
© 2020 Springer Fachmedien Wiesbaden GmbH, ein Teil von Springer Nature
About this chapter
Cite this chapter
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
Download citation
DOI: https://doi.org/10.1007/978-3-658-30168-2_13
Published:
Publisher Name: Springer Gabler, Wiesbaden
Print ISBN: 978-3-658-30167-5
Online ISBN: 978-3-658-30168-2
eBook Packages: Business and Economics (German Language)