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@PHDTHESIS{Ngele:723304,
      author       = {Nägele, Nora},
      othercontributors = {Wentzel, Daniel and Paluch, Stefanie},
      title        = {{B}esitztumseffekte beim {K}auf von {D}ienstleistungen -
                      {W}ie die {B}erührung physischer {O}bjekte die
                      {D}ienstleistungsbewertung beeinflusst},
      school       = {RWTH Aachen University},
      type         = {Dissertation},
      address      = {Aachen},
      reportid     = {RWTH-2018-224118},
      pages        = {1 Online-Ressource (VI, 158, XII Seiten) : Illustrationen},
      year         = {2018},
      note         = {Veröffentlicht auf dem Publikationsserver der RWTH Aachen
                      University; Dissertation, RWTH Aachen University, 2018},
      abstract     = {There is a consensus in science that the most important
                      criterion for distinguishing between services and goods is
                      intangibility. Services such as insurance, travel or theatre
                      visits cannot be touched and individuals do not receive any
                      physical equivalent. To solve this problem, there are
                      attempts in the literature to tangibilise services. Although
                      there is agreement in the literature that tangible objects
                      play an important role in the purchase of a service, there
                      are few studies that investigate how physical objects that
                      test persons may touch when purchasing a service (such as
                      membership cards, member wristbands or pens) affect the
                      evaluation of a service. This dissertation is dedicated to
                      this question. To support this, an analysis of existing
                      literature in the areas of intangibility of services and the
                      role of touching physical objects on the behavior of
                      individuals is carried out. The findings of these studies
                      are combined with the theory of the property effect. On the
                      one hand, this connection reveals an underlying explanation
                      mechanism of the psychological processes and, on the other
                      hand, potential influencing factors become clear. Four
                      experiments support the assumption that the touch of
                      physical objects induces a connection of the "self" of
                      individuals to a service, which in turn is reflected in a
                      more positive service evaluation. Furthermore, the studies
                      show that physical objects only improve service evaluation
                      if they have a high value and that the effect of touch can
                      be influenced by the personalization of the physical object.
                      The results therefore offer a new perspective on the role of
                      physical objects in the purchase of services by showing that
                      physical objects can be more than just a quality signal.
                      Rather, they enable service companies to benefit from the
                      positive effects of ownership - i.e. a connection to their
                      consumers - by tangibilising in the original sense. The
                      author intends to change perspectives in the theory of the
                      role of physical objects in service marketing. On the other
                      hand, the management is given concrete recommendations and
                      design tips on how physical objects can be used specifically
                      to establish a connection to consumers.},
      cin          = {812310},
      ddc          = {330},
      cid          = {$I:(DE-82)812310_20140620$},
      typ          = {PUB:(DE-HGF)11},
      doi          = {10.18154/RWTH-2018-224118},
      url          = {https://publications.rwth-aachen.de/record/723304},
}