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person:"Baumbach, Michael"
~person:"Sirianni, Nancy J."
~subject:"Benchmarking"
~subject:"Customer satisfaction"
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Benchmarking
Customer satisfaction
Customer service
9
Kundenservice
9
Beziehungsmarketing
4
Consumer behaviour
4
Dienstleistungssektor
4
Konsumentenverhalten
4
Kundenzufriedenheit
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4
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4
Dienstleistungsqualität
3
Service quality
3
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Emotion
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Anlagenbau
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Baumbach, Michael
Sirianni, Nancy J.
Van Vaerenbergh, Yves
9
Gustafsson, Anders
8
Mattila, Anna S.
7
Barnes, Donald C.
6
Collier, Joel E.
6
Gouthier, Matthias
6
Sharma, Piyush
6
Shin, Hyunju
6
Gruber, Thorsten
5
Larivière, Bart
5
McColl-Kennedy, Janet R.
5
Miao, Li
5
Stauss, Bernd
5
Söderlund, Magnus
5
Baker, Melissa A.
4
Dagger, Tracey S.
4
Edvardsson, Bo
4
Gelbrich, Katja
4
Hinterhuber, Hans H.
4
Medler-Liraz, Hana
4
Tam, Jackie L. M.
4
Torres, Edwin N.
4
Tronvoll, Bård
4
Witell, Lars
4
Alkire, Linda
3
Beatty, Sharon E.
3
Bonfanti, Angelo
3
Brady, Michael K.
3
Cambra-Fierro, Jesús
3
Casidy, Riza
3
Chiguvi, Douglas
3
De Keyser, Arne
3
Fan, Alei
3
Georgiev, Marin
3
Gremler, Dwayne D.
3
Grewal, Dhruv
3
Grégoire, Yany
3
Heidenreich, Sven
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Journal of business research : JBR
1
Journal of marketing
1
Journal of service research : JSR
1
The journal of services marketing
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ECONIS (ZBW)
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"Service Encounter 2.0" : an investigation into the roles of technology, employees and customers
Larivière, Bart
;
Bowen, David E.
;
Andreassen, Tor W.
; …
- In:
Journal of business research : JBR
79
(
2017
),
pp. 238-246
Persistent link: https://www.econbiz.de/10011745302
Saved in:
2
Emotional convergence in service relationships : the shared frontline experience of customers and employees
Zablah, Alex R.
;
Sirianni, Nancy J.
;
Korschun, Daniel
; …
- In:
Journal of service research : JSR
20
(
2017
)
1
,
pp. 76-90
Persistent link: https://www.econbiz.de/10011648260
Saved in:
3
Conducting service research that matters
Gustafsson, Anders
;
Aksoy, Lerzan
;
Brady, Michael K.
; …
- In:
The journal of services marketing
29
(
2015
)
6/7
,
pp. 425-429
Persistent link: https://www.econbiz.de/10011418248
Saved in:
4
Touch versus tech : when technology functions as a barrier or a benefit to service encounters
Giebelhausen, Michael
;
Robinson, Stacey G.
;
Sirianni, …
- In:
Journal of marketing
78
(
2014
)
4
,
pp. 113-124
Persistent link: https://www.econbiz.de/10010381381
Saved in:
5
After-Sales-Management im Maschinen- und Anlagenbau
Baumbach, Michael
-
1998
Persistent link: https://www.econbiz.de/10000992128
Saved in:
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