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Search: "Customer relationship management"
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Beziehungsmarketing
116
Relationship marketing
116
Consumer behaviour
49
Konsumentenverhalten
49
Dienstleistungsqualität
47
Service quality
47
Customer satisfaction
44
Kundenzufriedenheit
44
Dienstleistungssektor
22
Service industry
22
Customer service
15
Kundenservice
15
Customer integration
13
Dienstleistung
13
Kundenintegration
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Services
13
Customer value
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Kundenwert
12
Beschwerdemanagement
11
Complaint management
11
Dienstleistungsmarketing
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Services marketing
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Viral marketing
9
Virales Marketing
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Emotion
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Arbeitsverhalten
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Confidence
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Vertrauen
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frontline employees
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116
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Eisingerich, Andreas B
5
Beatty, Sharon E.
4
Bolton, Ruth N.
4
Brodie, Roderick J.
4
Sesé, F. Javier
4
Wangenheim, Florian von
4
Auh, Seigyoung
3
Doorn, Jenny van
3
Hollebeek, Linda D.
3
Lemon, Katherine N.
3
Parasuraman, A.
3
Polo-Redondo, Yolanda
3
Rafaeli, Anat
3
Ruyter, Ko de
3
Wieseke, Jan
3
Aksoy, Lerzan
2
Bell, Simon J.
2
Benoit, Sabine
2
Danaher, Peter J.
2
Dong, Beibei
2
Eggert, Andreas
2
Evans, Kenneth R.
2
Evanschitzky, Heiner
2
Flynn, Andrea Godfrey
2
Garnefeld, Ina
2
Gong, Taeshik
2
Gremler, Dwayne D.
2
Harrison, Mary P.
2
Haws, Kelly L.
2
Hennig-Thurau, Thorsten
2
Huang, Ming-Hui
2
Ilić, Ana
2
Jurić, Biljana
2
Libai, Barak
2
Malthouse, Edward C.
2
McColl-Kennedy, Janet R.
2
Merlo, Omar
2
Mittal, Vikas
2
Ordanini, Andrea
2
Reinartz, Werner J.
2
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Journal of service research : JSR
Journal of business research : JBR
622
Journal of retailing and consumer services
581
Industrial marketing management : the international journal for industrial and high-tech firms
393
International journal of hospitality management
280
The journal of services marketing
225
The journal of business & industrial marketing
187
The service industries journal
183
Journal of the Academy of Marketing Science
163
Journal of strategic marketing
158
International journal of electronic customer relationship management : IJECRM
139
Journal of marketing
124
International journal of contemporary hospitality management
120
Journal of hospitality marketing & management
115
Journal of travel and tourism marketing
115
The journal of product & brand management
110
Tourism management : research, policies, practice
108
Asia Pacific journal of marketing and logistics
106
Journal of service management
105
Journal of retailing
101
Journal of relationship marketing : innovations & enhancements for customer service, relations & satisfaction
99
The journal of brand management : an international journal
99
Marketing intelligence & planning
97
European journal of marketing : EJM
95
Cogent business & management
94
Psychology & marketing
94
Services marketing quarterly
90
The international journal of bank marketing : IJBM
83
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
83
Journal of marketing management : MM
80
Service business
80
Journal of interactive marketing : a quarterly publication from the Direct Marketing Educational Foundation
77
International journal of research in marketing : IJRM ; official journal of the European Marketing Academy
72
Business horizons
69
Journal of financial services marketing : JFSM
69
International journal of retail & distribution management
68
European journal of operational research : EJOR
67
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
67
Information & management : the internat. journal of management processes and systems ; journal of IFIP Users Group
66
The international review of retail, distribution and consumer research
65
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ECONIS (ZBW)
116
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1
Customer-firm interactions and the path to profitability : a chain-of-effects model
Cambra-Fierro, Jesús
;
Melero-Polo, Iguácel
;
Sesé, F. …
- In:
Journal of service research : JSR
21
(
2018
)
2
,
pp. 201-218
Persistent link: https://www.econbiz.de/10011855798
Saved in:
2
Tell us again, how satisfied are you? : the influence of recurring posttransaction surveys on purchase behavior
Flynn, Andrea Godfrey
;
Salisbury, Linda Court
;
Seiders, …
- In:
Journal of service research : JSR
20
(
2017
)
3
,
pp. 292-305
Persistent link: https://www.econbiz.de/10011736766
Saved in:
3
How gifts influence relationships with service customers and financial outcomes for firms
Marchand, André
;
Paul, Michael
;
Hennig-Thurau, Thorsten
; …
- In:
Journal of service research : JSR
20
(
2017
)
2
,
pp. 105-119
Persistent link: https://www.econbiz.de/10011684836
Saved in:
4
The value of codesign : the effect of customer involvement in service design teams
Trischler, Jakob
;
Pervan, Simon J.
;
Kelly, Stephen J.
; …
- In:
Journal of service research : JSR
21
(
2018
)
1
,
pp. 75-100
Persistent link: https://www.econbiz.de/10011855780
Saved in:
5
Absorbing customer knowledge : how customer involvement enables service design success
Storey, Chris
;
Larbig, Christine
- In:
Journal of service research : JSR
21
(
2018
)
1
,
pp. 101-118
Persistent link: https://www.econbiz.de/10011855781
Saved in:
6
Customer interaction and innovation in hybrid offerings : investigating moderation and mediation effects for goods and services innovation
Schaarschmidt, Mario
;
Walsh, Gianfranco
;
Evanschitzky, …
- In:
Journal of service research : JSR
21
(
2018
)
1
,
pp. 119-134
Persistent link: https://www.econbiz.de/10011855783
Saved in:
7
Customer inconvenience and price compensation : a multiperiod approach to labor-automation trade-offs in services
Andreassen, Tor W.
;
Oest, Rutger van
;
Lervik-Olsen, Line
- In:
Journal of service research : JSR
21
(
2018
)
2
,
pp. 173-183
Persistent link: https://www.econbiz.de/10011855787
Saved in:
8
Businesses beware : consumer immoral retaliation in response to perceived moral violations by companies
Loureiro, Yuliya Komarova
;
Haws, Kelly L.
;
Bearden, …
- In:
Journal of service research : JSR
21
(
2018
)
2
,
pp. 184-200
Persistent link: https://www.econbiz.de/10011855788
Saved in:
9
A customer scorned : effects of employee reprimands in frontline service encounters
Pugh, Harrison B.
;
Brady, Michael K.
;
Hopkins, Lucas M.
- In:
Journal of service research : JSR
21
(
2018
)
2
,
pp. 219-234
Persistent link: https://www.econbiz.de/10011855801
Saved in:
10
The effect of a service provider’s competitive market position on churn among flat-rate customers
Moser, Sabine
;
Schumann, Jan Hendrik
;
Wangenheim, …
- In:
Journal of service research : JSR
21
(
2018
)
3
,
pp. 319-335
Persistent link: https://www.econbiz.de/10011916513
Saved in:
11
Channels in the mirror : an alignable model for assessing customer satisfaction in concurrent channel systems
Hammerschmidt, Maik
;
Falk, Tomas
;
Weijters, Bert
- In:
Journal of service research : JSR
19
(
2016
)
1
,
pp. 88-101
Persistent link: https://www.econbiz.de/10011433181
Saved in:
12
Key skills for crafting customer solutions within an ecosystem : a theories-in-use perspective
Friend, Scott B.
;
Malshe, Avinash
- In:
Journal of service research : JSR
19
(
2016
)
2
,
pp. 174-191
Persistent link: https://www.econbiz.de/10011485437
Saved in:
13
The emergent field of organizational frontlines
Singh, Jagdip
;
Brady, Michael
;
Arnold, Todd
;
Brown, Tom
- In:
Journal of service research : JSR
20
(
2017
)
1
,
pp. 3-11
Persistent link: https://www.econbiz.de/10011647467
Saved in:
14
Getting smart : learning from technology-empowered frontline interactions
Marinova, Detelina
;
Ruyter, Ko de
;
Huang, Ming-Hui
; …
- In:
Journal of service research : JSR
20
(
2017
)
1
,
pp. 29-42
Persistent link: https://www.econbiz.de/10011647479
Saved in:
15
The social dimension of service interactions : observer reactions to customer incivility
Henkel, Alexander P.
;
Boegershausen, Johannes
;
Rafaeli, Anat
- In:
Journal of service research : JSR
20
(
2017
)
2
,
pp. 120-134
Persistent link: https://www.econbiz.de/10011684838
Saved in:
16
Communities as nested servicescapes
Sheng, Xiaojing
;
Simpson, Penny M.
;
Siguaw, Judy A.
- In:
Journal of service research : JSR
20
(
2017
)
2
,
pp. 171-187
Persistent link: https://www.econbiz.de/10011684844
Saved in:
17
Perceptions of group versus individual service failures and their effects on customer outcomes : the role of attributions and customer entitlement
Albrecht, Arne Keno
;
Walsh, Gianfranco
;
Beatty, Sharon E.
- In:
Journal of service research : JSR
20
(
2017
)
2
,
pp. 188-203
Persistent link: https://www.econbiz.de/10011684846
Saved in:
18
When service customers do not consume in isolation : a typology of customer copresence influence modes (CCIMs)
Colm, Laura
;
Ordanini, Andrea
;
Parasuraman, A.
- In:
Journal of service research : JSR
20
(
2017
)
3
,
pp. 223-239
Persistent link: https://www.econbiz.de/10011736753
Saved in:
19
Do employee citizenship behaviors lead to customer citizenship behaviors? : the roles of dual identification and service climate
Chan, Kimmy Wa
;
Gong, Taeshik
;
Zhang, Ruixue
;
Zhou, Mingjian
- In:
Journal of service research : JSR
20
(
2017
)
3
,
pp. 259-274
Persistent link: https://www.econbiz.de/10011736761
Saved in:
20
Unraveling the customer education paradox : when, and how, should firms educate their customers?
Bell, Simon J.
;
Auh, Seigyoung
;
Eisingerich, Andreas B
- In:
Journal of service research : JSR
20
(
2017
)
3
,
pp. 306-321
Persistent link: https://www.econbiz.de/10011736772
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