---
_id: '37058'
abstract:
- lang: eng
  text: "Digital technologies have made the line of visibility more transparent, enabling
    customers to get deeper insights into an organization’s core operations than ever
    before. This creates new challenges for organizations trying to consistently deliver
    high-quality customer experiences. In this paper we conduct an empirical analysis
    of customers’ preferences and their willingness-to-pay for different degrees of
    process transparency, using the example of digitally-enabled business-to-customer
    delivery services. Applying conjoint analysis, we quantify customers’ preferences
    and willingness-to-pay for different service attributes and levels. Our contributions
    are two-fold: For research, we provide empirical measurements of customers’ preferences
    and their willingness-to-pay for process transparency, suggesting that more is
    not always better. Additionally, we provide a blueprint of how conjoint analysis
    can be applied to study design decisions regarding changing an organization’s
    digital line of visibility. For practice, our findings enable service managers
    to make decisions about process transparency and establishing different levels
    of service quality.\r\n"
author:
- first_name: Katharina
  full_name: Brennig, Katharina
  id: '51905'
  last_name: Brennig
- first_name: Oliver
  full_name: Müller, Oliver
  id: '72849'
  last_name: Müller
citation:
  ama: 'Brennig K, Müller O. More Isn’t Always Better – Measuring Customers’ Preferences
    for Digital Process Transparency. In: <i>Hawaii International Conference on System
    Sciences</i>. ; 2023.'
  apa: Brennig, K., &#38; Müller, O. (2023). More Isn’t Always Better – Measuring
    Customers’ Preferences for Digital Process Transparency. <i>Hawaii International
    Conference on System Sciences</i>.  56th Hawaii International Conference on System
    Sciences, Lāhainā.
  bibtex: '@inproceedings{Brennig_Müller_2023, title={More Isn’t Always Better – Measuring
    Customers’ Preferences for Digital Process Transparency}, booktitle={Hawaii International
    Conference on System Sciences}, author={Brennig, Katharina and Müller, Oliver},
    year={2023} }'
  chicago: Brennig, Katharina, and Oliver Müller. “More Isn’t Always Better – Measuring
    Customers’ Preferences for Digital Process Transparency.” In <i>Hawaii International
    Conference on System Sciences</i>, 2023.
  ieee: K. Brennig and O. Müller, “More Isn’t Always Better – Measuring Customers’
    Preferences for Digital Process Transparency,” presented at the  56th Hawaii International
    Conference on System Sciences, Lāhainā, 2023.
  mla: Brennig, Katharina, and Oliver Müller. “More Isn’t Always Better – Measuring
    Customers’ Preferences for Digital Process Transparency.” <i>Hawaii International
    Conference on System Sciences</i>, 2023.
  short: 'K. Brennig, O. Müller, in: Hawaii International Conference on System Sciences,
    2023.'
conference:
  end_date: '20230106'
  location: Lāhainā
  name: ' 56th Hawaii International Conference on System Sciences'
  start_date: '20230103'
date_created: 2023-01-17T11:34:56Z
date_updated: 2024-01-11T11:21:28Z
department:
- _id: '196'
has_accepted_license: '1'
keyword:
- Digital Services
- Line of Visibility
- Process Transparency
- Customer Preferences
- Conjoint Analysis
language:
- iso: eng
publication: Hawaii International Conference on System Sciences
publication_identifier:
  unknown:
  - 978-0-9981331-6-4
publication_status: published
status: public
title: More Isn’t Always Better – Measuring Customers’ Preferences for Digital Process
  Transparency
type: conference
user_id: '51905'
year: '2023'
...