Customer Centricity & Datenschutz - Die Geschichte eines Missverständnisses
Journal
Marketing Review St. Gallen
ISSN
1865-6544
Type
journal article
Date Issued
2022-01-25
Author(s)
Abstract (De)
Customer Centricity wird nun schon seit über 20 Jahren als Argument für die Erhebung von mehr Kundendaten angeführt. Durch die Reduktion der eigenen Kundschaft auf Daten-punkte, die in aggregierten Sets weiterverarbeitet werden können, wird die ursprüngliche Definition von Customer Centricity aber oft auf ihren Kopf gestellt. Dieser Artikel zeigt auf, weshalb eine Rückbesinnung auf die ursprüngliche Definition für Marketers sinnvoll ist und gleichzeitig zum Datenschutz ihrer Kundschaft beitragen kann.
Language
German
HSG Classification
contribution to practical use / society
HSG Profile Area
Global Center for Customer Insight
Refereed
Yes
Publisher
Gabler/GWV-Fachverl
Publisher place
St. Gallen
Volume
2022
Number
2
Start page
12
End page
19
Pages
8
Division(s)
Contact Email Address
mauro.gotsch@unisg.ch
References
Acquisti, A., Brandimarte, L., & Loewenstein, G. (2020). Secrets and Likes: The Drive for Privacy and the Difficulty of Achieving It in the Digital Age. Journal of Consumer Psy-chology, 30(4), 736–758. https://doi.org/10.1002/jcpy.1191
Acquisti, A., & Varian, H. R. (2005). Conditioning Prices on Purchase History. Marketing Science, 24(3), 367–381. https://doi.org/10.1287/mksc.l040.0103
Amazon. (2021). Our mission. About Amazon. https://www.aboutamazon.co.uk/uk-investment/our-mission
Amazon, R. R. (2018). Machine Learning @ Amazon. SIGIR ’18: The 41st International ACM SIGIR Conference on Research & Development in Information Retrieval, 1337–1338. https://doi.org/10.1145/3209978.3210211
Anhalt-Depies, C., Stenglein, J. L., Zuckerberg, B., Townsend, P. M., & Rissman, A. R. (2019). Tradeoffs and tools for data quality, privacy, transparency, and trust in citizen science. Biological Conservation, 238, 1–7. https://doi.org/10.1016/j.biocon.2019.108195
Bettencourt, L. A., Lusch, R. F., & Vargo, S. L. (2014). A Service Lens on Value Creation: Marketing’s Role in Achieving Strategic Advantage. California Management Review, 57(1), 44–66.
Burgess, M. (2021, September 4). Why Amazon’s £636m GDPR fine really matters | WIRED UK. Wired. https://www.wired.co.uk/article/amazon-gdpr-fine
Chen, H. S., & Jai, T.-M. (Catherine). (2019). Trust fall: data breach perceptions from loyalty and non-loyalty customers. The Service Industries Journal, 1–17. https://doi.org/10.1080/02642069.2019.1603296
Cheng, L., Liu, F., & Yao, D. (2017). Enterprise data breach: causes, challenges, prevention, and future directions. WIREs Data Mining Knowl Discov, 7, 1211. https://doi.org/10.1002/widm.1211
Choong, P., Hutton, E., Richardson, P. S., & Rinaldo, V. (2017). Protecting the Brand: Evalu-ating the Cost of Security Breach from a Marketer’s Perspective. American Journal of Management, 11(1), 59–68. https://articlegateway.com/index.php/JMDC/article/view/1644/1561
Christensen, C., Hall, T., Dillon, K., & Duncan, D. (2016, September). Know Your Customers’ “Jobs to Be Done.” Harvard Business Review. https://hbr.org/2016/09/know-your-customers-jobs-to-be-done
Cisco. (2019). Consumer Privacy Survey - The growing imperative of getting data privacy right.
Coleman, S., Göb, R., Manco, G., Pievatolo, A., Tort-Martorell, X., & Reis, M. S. (2016). How Can SMEs Benefit from Big Data? Challenges and a Path Forward. Quality and Reliability Engineering International, 32(6), 2151–2164. https://doi.org/10.1002/qre.2008
Day, G. S. (2003). Creating a Superior Customer-Relating Capability. MIT Sloan Management Review, 44(3), 77–82. https://repository.upenn.edu/marketing_papershttps://repository.upenn.edu/marketing_papers/427
Denning, S. (2013). How Amazon practices the three laws of Agile management. Strategy & Leadership, 47(5), 36–41. https://doi.org/10.1108/SL-07-2019-0104
Eastlick, M. A., Lotz, S. L., & Warrington, P. (2006). Understanding online B-to-C relation-ships: An integrated model of privacy concerns, trust, and commitment. Journal of Busi-ness Research, 59(8), 877–886. https://doi.org/10.1016/j.jbusres.2006.02.006
Experian. (2020). Benchmark Report Benchmark report 2020 Global data management re-search. Experian Data Management Research.
Fader, P. (2012). Customer Centricity - Focus on the Right Customers for Strategic Advantage (2nd ed.). Wharton Digital Press.
Fast, N. J., & Jago, A. S. (2020). Privacy matters… or does It? Algorithms, rationalization, and the erosion of concern for privacy. Current Opinion in Psychology, 31(2), 44–48. https://doi.org/10.1016/j.copsyc.2019.07.011
Fazzini, K. (2019). Apple’s big bet on privacy has risks. CNBC. https://www.cnbc.com/2019/01/10/apple-privacy-big-bet-risks.html
Galbraith, J. R. (2005). Designing the customer-centric organization: a guide to strategy, structure, and process (1st ed.). Jossey-Bass.
Gotsch, M. L., & Schögel, M. (2021). Addressing the privacy paradox on the organizational level: review and future directions. Management Review Quarterly 2021, 1–34. https://doi.org/10.1007/S11301-021-00239-4
Gulati, R., & Oldroyd, J. B. (2005). The Quest for Customer Focus. Harvard Business Review. https://hbr.org/2005/04/the-quest-for-customer-focus
Gummesson, E. (2008). Extending the service-dominant logic: from customer centricity to balanced centricity. Journal of the Academy of Marketing Science, 36, 15–17. https://doi.org/10.1007/s11747-007-0065-x
Habel, J., Kassemeier, R., Alavi, S., Haaf, P., Schmitz, C., & Wieseke, J. (2020). When do cus-tomers perceive customer centricity? The role of a firm’s and salespeople’s customer orientation. Journal of Personal Selling & Sales Management, 40(1), 25–42. https://doi.org/10.1080/08853134.2019.1631174
Haugen, F. (2021, October 5). Facebook Whistleblower Frances Haugen Opening Statement . C-Span Video. https://www.youtube.com/watch?v=Lq32sECQ9g8
Hollenstein, E., & Novak, E. (2022, January 5). Threema wird Pflicht im Militär – Schweizer Armee verbietet Whatsapp. Tagesanzeiger. https://www.tagesanzeiger.ch/schweizer-armee-verbietet-whatsapp-631981142651
Hotz, J., & Glatthaar, M. (2020, November 30). Verkehrsschilder für den Datenschutz – Pri-vacy Icons. Privacy Icons. https://privacy-icons.ch/verkehrsschilder-fuer-den-datenschutz/
Howe, D. C., & Nissenbaum, H. (2017). Engineering Privacy and Protest: a Case Study of AdNauseam. CEUR Workshop Proceedings, 57–64.
Isaak, J., & Hanna, M. J. (2018). User Data Privacy: Facebook, Cambridge Analytica, and Privacy Protection. Computer, 51(8), 56–59. https://doi.org/10.1109/MC.2018.3191268
Janakiraman, R., Lim, J. H., & Rishika, R. (2017). The Effect of a Data Breach Announcement on Customer Behavior: Evidence from a Multichannel Retailer. Journal of Marketing, 82(2), 85–105. https://doi.org/10.1509/jm.16.0124
Jindal, R. P., Gauri, D. K., Li, W., & Ma, Y. (2021). Omnichannel battle between Amazon and Walmart: Is the focus on delivery the best strategy? Journal of Business Research, 122, 270–280. https://doi.org/10.1016/J.JBUSRES.2020.08.053
Kats, R. (2020, March 1). Amazon’s Move to One-Day Shipping Propels Sales - Insider Intel-ligence Trends, Forecasts & Statistics. EMarketer Insider Intelligence.
Kim, J., Ha, H., Chun, B. G., Yoon, S., & Cha, S. K. (2016). Collaborative analytics for data silos. 2016 IEEE 32nd International Conference on Data Engineering, ICDE 2016, 743–754. https://doi.org/10.1109/ICDE.2016.7498286
Krämer, A. (2018). Customer Centricity und deren Monetarisierung am Beispiel Amazon Prime. Marketing Review St. Gallen, 4, 12–20.
Lamberti, L. (2013). Customer centricity: the construct and the operational antecedents. Journal of Strategic Marketing, 21(7), 588–612. https://doi.org/10.1080/0965254X.2013.817476
Latinovic, Z., & Chatterjee, S. C. (2019). Customer Centricity in the Digital Age. MIT Sloan Management Review, Summer 2019, 60(4), 3. https://sloanreview.mit.edu/article/customer-centricity-in-the-digital-age/
Lee, J., Sridhar, S., & Palmatier, R. W. (2015). Customer-centric org charts aren’t right for every company. Harvard Business Review.
Lee, J. Y., Sridhar, S., Henderson, C. M., & Palmatier, R. W. (2015). Effect of customer-centric structure on long-term financial performance. Marketing Science, 34(2), 250–268. https://doi.org/10.1287/mksc.2014.0878
Lessmann, S., & Voß, S. (2009). A reference model for customer-centric data mining with support vector machines. European Journal of Operational Research, 199(2), 520–530. https://doi.org/10.1016/J.EJOR.2008.12.017
Liang, T.-P., & Tanniru, M. (2006). Customer-Centric Information Systems. Journal of Man-agement Information Systems, 23, 9–15. https://doi.org/10.2753/MIS0742-1222230301
Lobschat, L., Mueller, B., Eggers, F., Brandimarte, L., Diefenbach, S., Kroschke, M., & Wirtz, J. (2021). Corporate digital responsibility. Journal of Business Research, 122, 875–888. https://doi.org/10.1016/j.jbusres.2019.10.006
Lombardi, D. B., & Ciceri, M. R. (2016). More than defense in daily experience of privacy: The functions of privacy in digital and physical environments. Europe’s Journal of Psy-chology, 12(1), 115–136. https://doi.org/10.5964/ejop.v12i1.948
Martin, K. D., & Murphy, P. E. (2017). The role of data privacy in marketing. Journal of the Academy of Marketing Science, 45(2), 135–155. https://doi.org/10.1007/s11747-016-0495-4
Mcgee, H., Hsieh, N., & Mcara, S. (2017). Apple : Privacy vs . Safety ( A ). Harvard Business School, November, 1–34.
Meiseberg, B. (2016). The Effectiveness of E-tailers’ Communication Practices in Stimulating Sales of Niche versus Popular Products. Journal of Retailing, 92(3), 319–332. https://doi.org/10.1016/J.JRETAI.2016.02.002
Microsoft. (2020). Customer centricity - A key priority across all lines of business. Microsoft Dynamics.
Milne, G. R., & Bahl, S. (2010). Are There Differences Between Consumers’ and Marketers’ Privacy Expectations? A Segment- and Technology-Level Analysis. In Journal of Public Policy & Marketing (Vol. 29, Issue 1).
Newell, P. B. (1995). Perspectives on privacy. Journal of Environmental Psychology, 15(2), 87–104. https://doi.org/10.1016/0272-4944(95)90018-7
Nouwens, M., Liccardi, I., Veale, M., Karger, D., & Kagal, L. (2020). Dark Patterns after the GDPR: Scraping Consent Pop-ups and Demonstrating their Influence. In Association for Computing Machinery (Ed.), CHI (pp. 1–13). Association for Computing Machinery. https://doi.org/10.1145/3313831.3376321
Oulasvirta, A., Pihlajamaa, A., Perkiö, J., Ray, D., Vähäkangas, T., Hasu, T., Vainio, N., & Myllymäki, P. (2012). Long-term Effects of Ubiquitous Surveillance in the Home. UbiComp, 41–50.
Palmatier, R. W., & Martin, K. D. (2019). The Intelligent Marketer’s Guide to Data Privacy. pal-grave macmillan.
Park, Y. J., Chung, J. E., & Shin, D. H. (2018). The Structuration of Digital Ecosystem, Priva-cy, and Big Data Intelligence. American Behavioral Scientist, 62(10), 1319–1337. https://doi.org/10.1177/0002764218787863
Petronio, S. (2010). Communication Privacy Management Theory: What Do We Know About Family Privacy Regulation? Journal of Family Theory & Review, 2(3), 175–196. https://doi.org/10.1111/j.1756-2589.2010.00052.x
Plangger, K., & Montecchi, M. (2020). Thinking Beyond Privacy Calculus: Investigating Re-actions to Customer Surveillance. Journal of Interactive Marketing, 50, 32–44. https://doi.org/10.1016/j.intmar.2019.10.004
Prahalad, C. K., & Ramaswamy, V. (2004). Co-creation experiences: The next practice in value creation. Journal of Interactive Marketing, 18(3), 5–14. https://doi.org/10.1002/dir.20015
Rapp, J., Hill, R. P., Gaines, J., & Wilson, R. M. (2009). Advertising and Consumer Privacy: Old Practices and New Challenges. Journal of Advertising, 38(4), 51–61. https://doi.org/10.2753/JOA0091-3367380404
Reinsel, D., Gantz, J., & Rydning, J. (2018). The Digitization of the World - From Edge to Core.
Riedmann-Streitz, C. (2018). Redefining the Customer Centricity Approach in the Digital Age. International Conference of Design, User Experience, and Usability, 10918 LNCS, 203–222. https://doi.org/10.1007/978-3-319-91797-9_15
Ritala, P., Golnam, A., & Wegmann, A. (2014). Coopetition-based business models: The case of Amazon.com. Industrial Marketing Management, 43(2), 236–249. https://doi.org/10.1016/J.INDMARMAN.2013.11.005
Rossman, J. (2019). Think Like Amazon: 50 1/2 Ideas to Become a Digital Leader. McGraw-Hill Education.
Salesforce. (2019). State of the connected customer.
Shah, D., Rust, R. T., Parasuraman, A., Staelin, R., & Day, G. S. (2006). The path to customer centricity. Journal of Service Research, 9(2), 113–124. https://doi.org/10.1177/1094670506294666
Sheth, J. N., Sisodia, R. S., & Sharma, A. (2000). The Antecedents and Consequences of Cus-tomer-Centric Marketing. In Journal of the Academy of Marketing Science (Vol. 28, Issue 1).
Slepchuk, A. N., & Milne, G. R. (2020). Informing the design of better privacy policies. Cur-rent Opinion in Psychology, 31, 89–93. https://doi.org/10.1016/j.copsyc.2019.08.007
Solove, D. J. (2013). Privacy Self-Management and the Consent Dilemma. Harvard Law Re-view, 126, 1880–1903.
Solove, D. J. (2021). The Myth of the Privacy Paradox. George Washington Law Review, 89(1), 1–51.
Statice.ai. (2021). The path to data anonymity. Statice White Paper.
Sturzenegger, D. (2021, November 11). New features and technical documentation for Decentriq’s data clean rooms. Decentriq Blog. https://blog.decentriq.com/product-update-new-features-and-technical-documentation-for-decentriqs-data-clean-rooms/
Ulaga, W. (2018). The journey towards customer centricity and service growth in B2B: a commentary and research directions. AMS Review, 8(1), 80–83. https://doi.org/10.1007/S13162-018-0119-X
Vargo, S. L., & Lusch, R. F. (2004). Evolving to a New Dominant Logic for Marketing. Journal of Marketing, 68(1), 1–17. https://doi.org/10.1509/JMKG.68.1.1.24036
Varian, H. R. (1996). Economic Apsects of Personal Privacy. In Economic Apsects of Personal Privacy.
Wagner, C., & Majchrzak, A. (2006). Enabling Customer-Centricity Using Wikis and the Wiki Way. Journal of Management Information Systems, 23(3), 17–43. https://doi.org/10.2753/MIS0742-1222230302
Waisberg, D., & Kaushik, A. (2009). Web Analytics 2.0: Empowering Customer Centricity. SEMJ, 2(1).
Wakefield, J. (2021, November 4). Facebook’s metaverse plans labelled as “dystopian” and “a bad idea” -. BBC News. https://www.bbc.com/news/technology-59154520
Waldman, A. E. (2020). Cognitive biases, dark patterns, and the “privacy paradox.” Current Opinion in Psychology, 31(2), 105–109. https://doi.org/10.1016/j.copsyc.2019.08.025
Wang, Z., & Yu, Q. (2015). Privacy trust crisis of personal data in China in the era of Big Da-ta: The survey and countermeasures. Computer Law and Security Review, 31(6), 782–792. https://doi.org/10.1016/j.clsr.2015.08.006
West, D., & Wildeman, R. C. (2009). Product-Centric Development Is A Hot New Trend.
Wind, J., & Rangaswamy, A. (2001). Customerization: The next revolution in mass customi-zation. Journal of Interactive Marketing, 15(1), 13–32. https://doi.org/10.1002/1520-6653(200124)15:1<13::aid-dir1001>3.0.co;2-#
Zuboff, S. (2019). Surveillance Capitalism and the Challenge of Collective Action. New Labor Forum, 28(1), 10–29. https://doi.org/10.1177/1095796018819461
Acquisti, A., & Varian, H. R. (2005). Conditioning Prices on Purchase History. Marketing Science, 24(3), 367–381. https://doi.org/10.1287/mksc.l040.0103
Amazon. (2021). Our mission. About Amazon. https://www.aboutamazon.co.uk/uk-investment/our-mission
Amazon, R. R. (2018). Machine Learning @ Amazon. SIGIR ’18: The 41st International ACM SIGIR Conference on Research & Development in Information Retrieval, 1337–1338. https://doi.org/10.1145/3209978.3210211
Anhalt-Depies, C., Stenglein, J. L., Zuckerberg, B., Townsend, P. M., & Rissman, A. R. (2019). Tradeoffs and tools for data quality, privacy, transparency, and trust in citizen science. Biological Conservation, 238, 1–7. https://doi.org/10.1016/j.biocon.2019.108195
Bettencourt, L. A., Lusch, R. F., & Vargo, S. L. (2014). A Service Lens on Value Creation: Marketing’s Role in Achieving Strategic Advantage. California Management Review, 57(1), 44–66.
Burgess, M. (2021, September 4). Why Amazon’s £636m GDPR fine really matters | WIRED UK. Wired. https://www.wired.co.uk/article/amazon-gdpr-fine
Chen, H. S., & Jai, T.-M. (Catherine). (2019). Trust fall: data breach perceptions from loyalty and non-loyalty customers. The Service Industries Journal, 1–17. https://doi.org/10.1080/02642069.2019.1603296
Cheng, L., Liu, F., & Yao, D. (2017). Enterprise data breach: causes, challenges, prevention, and future directions. WIREs Data Mining Knowl Discov, 7, 1211. https://doi.org/10.1002/widm.1211
Choong, P., Hutton, E., Richardson, P. S., & Rinaldo, V. (2017). Protecting the Brand: Evalu-ating the Cost of Security Breach from a Marketer’s Perspective. American Journal of Management, 11(1), 59–68. https://articlegateway.com/index.php/JMDC/article/view/1644/1561
Christensen, C., Hall, T., Dillon, K., & Duncan, D. (2016, September). Know Your Customers’ “Jobs to Be Done.” Harvard Business Review. https://hbr.org/2016/09/know-your-customers-jobs-to-be-done
Cisco. (2019). Consumer Privacy Survey - The growing imperative of getting data privacy right.
Coleman, S., Göb, R., Manco, G., Pievatolo, A., Tort-Martorell, X., & Reis, M. S. (2016). How Can SMEs Benefit from Big Data? Challenges and a Path Forward. Quality and Reliability Engineering International, 32(6), 2151–2164. https://doi.org/10.1002/qre.2008
Day, G. S. (2003). Creating a Superior Customer-Relating Capability. MIT Sloan Management Review, 44(3), 77–82. https://repository.upenn.edu/marketing_papershttps://repository.upenn.edu/marketing_papers/427
Denning, S. (2013). How Amazon practices the three laws of Agile management. Strategy & Leadership, 47(5), 36–41. https://doi.org/10.1108/SL-07-2019-0104
Eastlick, M. A., Lotz, S. L., & Warrington, P. (2006). Understanding online B-to-C relation-ships: An integrated model of privacy concerns, trust, and commitment. Journal of Busi-ness Research, 59(8), 877–886. https://doi.org/10.1016/j.jbusres.2006.02.006
Experian. (2020). Benchmark Report Benchmark report 2020 Global data management re-search. Experian Data Management Research.
Fader, P. (2012). Customer Centricity - Focus on the Right Customers for Strategic Advantage (2nd ed.). Wharton Digital Press.
Fast, N. J., & Jago, A. S. (2020). Privacy matters… or does It? Algorithms, rationalization, and the erosion of concern for privacy. Current Opinion in Psychology, 31(2), 44–48. https://doi.org/10.1016/j.copsyc.2019.07.011
Fazzini, K. (2019). Apple’s big bet on privacy has risks. CNBC. https://www.cnbc.com/2019/01/10/apple-privacy-big-bet-risks.html
Galbraith, J. R. (2005). Designing the customer-centric organization: a guide to strategy, structure, and process (1st ed.). Jossey-Bass.
Gotsch, M. L., & Schögel, M. (2021). Addressing the privacy paradox on the organizational level: review and future directions. Management Review Quarterly 2021, 1–34. https://doi.org/10.1007/S11301-021-00239-4
Gulati, R., & Oldroyd, J. B. (2005). The Quest for Customer Focus. Harvard Business Review. https://hbr.org/2005/04/the-quest-for-customer-focus
Gummesson, E. (2008). Extending the service-dominant logic: from customer centricity to balanced centricity. Journal of the Academy of Marketing Science, 36, 15–17. https://doi.org/10.1007/s11747-007-0065-x
Habel, J., Kassemeier, R., Alavi, S., Haaf, P., Schmitz, C., & Wieseke, J. (2020). When do cus-tomers perceive customer centricity? The role of a firm’s and salespeople’s customer orientation. Journal of Personal Selling & Sales Management, 40(1), 25–42. https://doi.org/10.1080/08853134.2019.1631174
Haugen, F. (2021, October 5). Facebook Whistleblower Frances Haugen Opening Statement . C-Span Video. https://www.youtube.com/watch?v=Lq32sECQ9g8
Hollenstein, E., & Novak, E. (2022, January 5). Threema wird Pflicht im Militär – Schweizer Armee verbietet Whatsapp. Tagesanzeiger. https://www.tagesanzeiger.ch/schweizer-armee-verbietet-whatsapp-631981142651
Hotz, J., & Glatthaar, M. (2020, November 30). Verkehrsschilder für den Datenschutz – Pri-vacy Icons. Privacy Icons. https://privacy-icons.ch/verkehrsschilder-fuer-den-datenschutz/
Howe, D. C., & Nissenbaum, H. (2017). Engineering Privacy and Protest: a Case Study of AdNauseam. CEUR Workshop Proceedings, 57–64.
Isaak, J., & Hanna, M. J. (2018). User Data Privacy: Facebook, Cambridge Analytica, and Privacy Protection. Computer, 51(8), 56–59. https://doi.org/10.1109/MC.2018.3191268
Janakiraman, R., Lim, J. H., & Rishika, R. (2017). The Effect of a Data Breach Announcement on Customer Behavior: Evidence from a Multichannel Retailer. Journal of Marketing, 82(2), 85–105. https://doi.org/10.1509/jm.16.0124
Jindal, R. P., Gauri, D. K., Li, W., & Ma, Y. (2021). Omnichannel battle between Amazon and Walmart: Is the focus on delivery the best strategy? Journal of Business Research, 122, 270–280. https://doi.org/10.1016/J.JBUSRES.2020.08.053
Kats, R. (2020, March 1). Amazon’s Move to One-Day Shipping Propels Sales - Insider Intel-ligence Trends, Forecasts & Statistics. EMarketer Insider Intelligence.
Kim, J., Ha, H., Chun, B. G., Yoon, S., & Cha, S. K. (2016). Collaborative analytics for data silos. 2016 IEEE 32nd International Conference on Data Engineering, ICDE 2016, 743–754. https://doi.org/10.1109/ICDE.2016.7498286
Krämer, A. (2018). Customer Centricity und deren Monetarisierung am Beispiel Amazon Prime. Marketing Review St. Gallen, 4, 12–20.
Lamberti, L. (2013). Customer centricity: the construct and the operational antecedents. Journal of Strategic Marketing, 21(7), 588–612. https://doi.org/10.1080/0965254X.2013.817476
Latinovic, Z., & Chatterjee, S. C. (2019). Customer Centricity in the Digital Age. MIT Sloan Management Review, Summer 2019, 60(4), 3. https://sloanreview.mit.edu/article/customer-centricity-in-the-digital-age/
Lee, J., Sridhar, S., & Palmatier, R. W. (2015). Customer-centric org charts aren’t right for every company. Harvard Business Review.
Lee, J. Y., Sridhar, S., Henderson, C. M., & Palmatier, R. W. (2015). Effect of customer-centric structure on long-term financial performance. Marketing Science, 34(2), 250–268. https://doi.org/10.1287/mksc.2014.0878
Lessmann, S., & Voß, S. (2009). A reference model for customer-centric data mining with support vector machines. European Journal of Operational Research, 199(2), 520–530. https://doi.org/10.1016/J.EJOR.2008.12.017
Liang, T.-P., & Tanniru, M. (2006). Customer-Centric Information Systems. Journal of Man-agement Information Systems, 23, 9–15. https://doi.org/10.2753/MIS0742-1222230301
Lobschat, L., Mueller, B., Eggers, F., Brandimarte, L., Diefenbach, S., Kroschke, M., & Wirtz, J. (2021). Corporate digital responsibility. Journal of Business Research, 122, 875–888. https://doi.org/10.1016/j.jbusres.2019.10.006
Lombardi, D. B., & Ciceri, M. R. (2016). More than defense in daily experience of privacy: The functions of privacy in digital and physical environments. Europe’s Journal of Psy-chology, 12(1), 115–136. https://doi.org/10.5964/ejop.v12i1.948
Martin, K. D., & Murphy, P. E. (2017). The role of data privacy in marketing. Journal of the Academy of Marketing Science, 45(2), 135–155. https://doi.org/10.1007/s11747-016-0495-4
Mcgee, H., Hsieh, N., & Mcara, S. (2017). Apple : Privacy vs . Safety ( A ). Harvard Business School, November, 1–34.
Meiseberg, B. (2016). The Effectiveness of E-tailers’ Communication Practices in Stimulating Sales of Niche versus Popular Products. Journal of Retailing, 92(3), 319–332. https://doi.org/10.1016/J.JRETAI.2016.02.002
Microsoft. (2020). Customer centricity - A key priority across all lines of business. Microsoft Dynamics.
Milne, G. R., & Bahl, S. (2010). Are There Differences Between Consumers’ and Marketers’ Privacy Expectations? A Segment- and Technology-Level Analysis. In Journal of Public Policy & Marketing (Vol. 29, Issue 1).
Newell, P. B. (1995). Perspectives on privacy. Journal of Environmental Psychology, 15(2), 87–104. https://doi.org/10.1016/0272-4944(95)90018-7
Nouwens, M., Liccardi, I., Veale, M., Karger, D., & Kagal, L. (2020). Dark Patterns after the GDPR: Scraping Consent Pop-ups and Demonstrating their Influence. In Association for Computing Machinery (Ed.), CHI (pp. 1–13). Association for Computing Machinery. https://doi.org/10.1145/3313831.3376321
Oulasvirta, A., Pihlajamaa, A., Perkiö, J., Ray, D., Vähäkangas, T., Hasu, T., Vainio, N., & Myllymäki, P. (2012). Long-term Effects of Ubiquitous Surveillance in the Home. UbiComp, 41–50.
Palmatier, R. W., & Martin, K. D. (2019). The Intelligent Marketer’s Guide to Data Privacy. pal-grave macmillan.
Park, Y. J., Chung, J. E., & Shin, D. H. (2018). The Structuration of Digital Ecosystem, Priva-cy, and Big Data Intelligence. American Behavioral Scientist, 62(10), 1319–1337. https://doi.org/10.1177/0002764218787863
Petronio, S. (2010). Communication Privacy Management Theory: What Do We Know About Family Privacy Regulation? Journal of Family Theory & Review, 2(3), 175–196. https://doi.org/10.1111/j.1756-2589.2010.00052.x
Plangger, K., & Montecchi, M. (2020). Thinking Beyond Privacy Calculus: Investigating Re-actions to Customer Surveillance. Journal of Interactive Marketing, 50, 32–44. https://doi.org/10.1016/j.intmar.2019.10.004
Prahalad, C. K., & Ramaswamy, V. (2004). Co-creation experiences: The next practice in value creation. Journal of Interactive Marketing, 18(3), 5–14. https://doi.org/10.1002/dir.20015
Rapp, J., Hill, R. P., Gaines, J., & Wilson, R. M. (2009). Advertising and Consumer Privacy: Old Practices and New Challenges. Journal of Advertising, 38(4), 51–61. https://doi.org/10.2753/JOA0091-3367380404
Reinsel, D., Gantz, J., & Rydning, J. (2018). The Digitization of the World - From Edge to Core.
Riedmann-Streitz, C. (2018). Redefining the Customer Centricity Approach in the Digital Age. International Conference of Design, User Experience, and Usability, 10918 LNCS, 203–222. https://doi.org/10.1007/978-3-319-91797-9_15
Ritala, P., Golnam, A., & Wegmann, A. (2014). Coopetition-based business models: The case of Amazon.com. Industrial Marketing Management, 43(2), 236–249. https://doi.org/10.1016/J.INDMARMAN.2013.11.005
Rossman, J. (2019). Think Like Amazon: 50 1/2 Ideas to Become a Digital Leader. McGraw-Hill Education.
Salesforce. (2019). State of the connected customer.
Shah, D., Rust, R. T., Parasuraman, A., Staelin, R., & Day, G. S. (2006). The path to customer centricity. Journal of Service Research, 9(2), 113–124. https://doi.org/10.1177/1094670506294666
Sheth, J. N., Sisodia, R. S., & Sharma, A. (2000). The Antecedents and Consequences of Cus-tomer-Centric Marketing. In Journal of the Academy of Marketing Science (Vol. 28, Issue 1).
Slepchuk, A. N., & Milne, G. R. (2020). Informing the design of better privacy policies. Cur-rent Opinion in Psychology, 31, 89–93. https://doi.org/10.1016/j.copsyc.2019.08.007
Solove, D. J. (2013). Privacy Self-Management and the Consent Dilemma. Harvard Law Re-view, 126, 1880–1903.
Solove, D. J. (2021). The Myth of the Privacy Paradox. George Washington Law Review, 89(1), 1–51.
Statice.ai. (2021). The path to data anonymity. Statice White Paper.
Sturzenegger, D. (2021, November 11). New features and technical documentation for Decentriq’s data clean rooms. Decentriq Blog. https://blog.decentriq.com/product-update-new-features-and-technical-documentation-for-decentriqs-data-clean-rooms/
Ulaga, W. (2018). The journey towards customer centricity and service growth in B2B: a commentary and research directions. AMS Review, 8(1), 80–83. https://doi.org/10.1007/S13162-018-0119-X
Vargo, S. L., & Lusch, R. F. (2004). Evolving to a New Dominant Logic for Marketing. Journal of Marketing, 68(1), 1–17. https://doi.org/10.1509/JMKG.68.1.1.24036
Varian, H. R. (1996). Economic Apsects of Personal Privacy. In Economic Apsects of Personal Privacy.
Wagner, C., & Majchrzak, A. (2006). Enabling Customer-Centricity Using Wikis and the Wiki Way. Journal of Management Information Systems, 23(3), 17–43. https://doi.org/10.2753/MIS0742-1222230302
Waisberg, D., & Kaushik, A. (2009). Web Analytics 2.0: Empowering Customer Centricity. SEMJ, 2(1).
Wakefield, J. (2021, November 4). Facebook’s metaverse plans labelled as “dystopian” and “a bad idea” -. BBC News. https://www.bbc.com/news/technology-59154520
Waldman, A. E. (2020). Cognitive biases, dark patterns, and the “privacy paradox.” Current Opinion in Psychology, 31(2), 105–109. https://doi.org/10.1016/j.copsyc.2019.08.025
Wang, Z., & Yu, Q. (2015). Privacy trust crisis of personal data in China in the era of Big Da-ta: The survey and countermeasures. Computer Law and Security Review, 31(6), 782–792. https://doi.org/10.1016/j.clsr.2015.08.006
West, D., & Wildeman, R. C. (2009). Product-Centric Development Is A Hot New Trend.
Wind, J., & Rangaswamy, A. (2001). Customerization: The next revolution in mass customi-zation. Journal of Interactive Marketing, 15(1), 13–32. https://doi.org/10.1002/1520-6653(200124)15:1<13::aid-dir1001>3.0.co;2-#
Zuboff, S. (2019). Surveillance Capitalism and the Challenge of Collective Action. New Labor Forum, 28(1), 10–29. https://doi.org/10.1177/1095796018819461
Eprints ID
265774
File(s)![Thumbnail Image]()
Loading...
restricted
Name
MRSG_SPT_Gotsch_220127.pdf
Size
1.33 MB
Format
Adobe PDF
Checksum (MD5)
b8ecb3fcc398e9a02fd84297eca408eb