Im Wettbewerb um den Kunden bemuhen sich Unternehmen verstarkt um die Sicherstellung positiver Kundenerfahrungen. Die wissenschaftliche Betrachtung von Kundenerfahrungen weist hingegen noch grosse Defizite auf. Matthias Mayer-Vorfelder konzeptualisiert den Kundenerfahrungsbegriff auf Basis einer wissenschaftsubergreifenden Literaturanalyse. Er entwickelt ein theoretisches Modell der Entstehung von Kundenerfahrungen und untersucht darauf aufbauend empirisch an einem Dienstleistungsbeispiel die Voraussetzungen positiver Kundenerfahrungen. Daraus leitet er einen reichen Fundus an Massnahmen fur Dienstleistungsanbieter zur Schaffung positiver Kundenerfahrungen ab."

Web History Tools and Revisitation Support summarizes existing knowledge about revisitations on the web, and surveys the potential of graphic based web history tools. A taxonomy of revisit-types distinguishes between short-, medium-, and long-term revisits, but also intra- and inter-session revisits. Assisted by a clear nomenclature this provides more clarity to the current discussion. The potential use of graphic based tools is analyzed and discussed with respect to the found categories. The value of the current, mainly non-graphical history tools, such as back button, bookmarks, history list, search engines, and search bars is examined and related to the potential offered by graphic based tools. Web History Tools and Revisitation Support provides summaries of key studies and bodies of research for those who are interested in improving the web users' experience by simplifying the processes of going back to resources visited seconds, minutes, hours, weeks, or even months ago. It is meant for developers and researchers, browser and search engine producers, web usability professionals, and those who feel an irresistible urge to creatively innovate the web. The time has come to design and offer more appropriate history support. This book provides a foundation, as well as valuable ideas for doing so.

The study of geodesic flows on homogenous spaces is an area of research that has yielded some fascinating developments. This book, first published in 2000, focuses on many of these, and one of its highlights is an elementary and complete proof (due to Margulis and Dani) of Oppenheim's conjecture. Also included here: an exposition of Ratner's work on Raghunathan's conjectures; a complete proof of the Howe-Moore vanishing theorem for general semisimple Lie groups; a new treatment of Mautner's result on the geodesic flow of a Riemannian symmetric space; Mozes' result about mixing of all orders and the asymptotic distribution of lattice points in the hyperbolic plane; Ledrappier's example of a mixing action which is not a mixing of all orders. The treatment is as self-contained and elementary as possible. It should appeal to graduate students and researchers interested in dynamical systems, harmonic analysis, differential geometry, Lie theory and number theory.