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~isPartOf:"Business horizons"
~subject:"Beziehungsmarketing"
~subject:"Customer satisfaction"
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Beziehungsmarketing
Customer satisfaction
Customer service
8
Kundenservice
8
Dienstleistungsqualität
5
Service quality
5
Beschwerdemanagement
4
Complaint management
4
Relationship marketing
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Consumer behaviour
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Arbeitspsychologie
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Brand image
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Brand management
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Complaining behavior
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Customer defection
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Berman, Barry
1
Berthon, Pierre R.
1
Bitner, Mary Jo
1
Breazeale, Michael
1
Brohman, M. Kathryn
1
Brown, Stephen Walter
1
Campbell, Colin L.
1
Esmark Jones, Carol L.
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Ferraro, Carla
1
Mathur, Anil
1
Mavrommatis, Alexis
1
Parasuraman, A.
1
Piccoli, Gabriele
1
Pitt, Leyland F.
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Robson, Karen
1
Sands, Sean
1
Shedd, Lois
1
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Business horizons
The journal of services marketing
59
Journal of retailing and consumer services
55
International journal of hospitality management
49
Journal of business research : JBR
49
Journal of service research : JSR
24
Journal of service research
23
The service industries journal
23
Journal of service theory and practice
17
International journal of contemporary hospitality management
16
Journal of hospitality marketing & management
13
Journal of service theory and practice : JSTP
13
Services marketing quarterly
13
SpringerLink / Bücher
13
Journal of service management
12
Managing service quality : MSQ ; an international journal
12
Service business
12
Journal of retailing
11
International journal of services and operations management
10
Psychology & marketing
10
The TQM journal : the international review of organizational improvement
10
International journal of business and economics
9
Journal of marketing
9
Journal of the Academy of Marketing Science
9
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
9
European journal of marketing
8
European research studies
8
International journal of production economics
8
International journal of quality and service sciences
8
Marketing : ZFP ; journal of research and management
8
European journal of marketing : EJM
7
International journal of operations & production management : IJOPM ; the official journal of the European Operations Management Association, EUROMA
7
International journal of services, economics and management
7
Journal of air transport management
7
The Cornell hospitality quarterly
7
Gabler Edition Wissenschaft
6
Industrial marketing management : the international journal for industrial and high-tech firms
6
International journal of consumer studies
6
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
6
Journal of travel and tourism marketing
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ECONIS (ZBW)
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1
How small service failures drive customer defection : introducing the concept of microfailures
Sands, Sean
;
Campbell, Colin L.
;
Shedd, Lois
;
Ferraro, Carla
- In:
Business horizons
63
(
2020
)
4
,
pp. 573-584
Persistent link: https://www.econbiz.de/10012287580
Saved in:
2
Timeliness, transparency, and trust : a framework for managing online customer complaints
Stevens, Jennifer L.
;
Spaid, Brian I.
;
Breazeale, Michael
; …
- In:
Business horizons
61
(
2018
)
3
,
pp. 375-384
Persistent link: https://www.econbiz.de/10011866294
Saved in:
3
"Yes, and ..." : what improv theater can teach service firms
Robson, Karen
;
Pitt, Leyland F.
;
Berthon, Pierre R.
- In:
Business horizons
58
(
2015
)
4
,
pp. 357-362
Persistent link: https://www.econbiz.de/10011300903
Saved in:
4
Planning and implementing effective service guarantee programs
Berman, Barry
;
Mathur, Anil
- In:
Business horizons
57
(
2014
)
1
,
pp. 107-116
Persistent link: https://www.econbiz.de/10010243454
Saved in:
5
Process completeness: strategies for aligning service systems with customers' service needs
Piccoli, Gabriele
;
Brohman, M. Kathryn
;
Watson, Richard T.
- In:
Business horizons
52
(
2009
)
4
,
pp. 367-376
Persistent link: https://www.econbiz.de/10003865701
Saved in:
6
The service imperative
Bitner, Mary Jo
;
Brown, Stephen Walter
- In:
Business horizons
51
(
2008
)
1
,
pp. 39-46
Persistent link: https://www.econbiz.de/10003708228
Saved in:
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