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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.
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