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~isPartOf:"Effektives Customer Relationship Management : Instrumente - Einführungskonzepte - Organisation"
~isPartOf:"Total quality management & business excellence : an official journal of the European Society for Organisational Excellence"
~subject:"Customer service"
~subject:"Social Web"
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Customer service
Social Web
Beziehungsmarketing
126
Relationship marketing
126
Dienstleistungsqualität
57
Service quality
57
Customer satisfaction
54
Kundenzufriedenheit
54
Consumer behaviour
34
Konsumentenverhalten
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Quality management
26
Qualitätsmanagement
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Taiwan
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customer satisfaction
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service quality
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Produktqualität
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Service industry
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E-commerce
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Electronic Commerce
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customer loyalty
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satisfaction
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Business process management
6
Customer value
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Kundenservice
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Kundenwert
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Prozessmanagement
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loyalty
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Beschwerdemanagement
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Betriebliche Wertschöpfung
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Complaint management
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Confidence
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Learning organization
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Lernende Organisation
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Social web
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Structural equation model
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Birker, Benjamin
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Barai, Parama
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Casadesús, Martí
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Chang, Chun-Ming
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Chen, Mu-Chen
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Chowdhury, Utpal Kumar
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Dahlgaard, Jens Jörn
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Dey, Soma
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Edvardsson, Bo
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Ghosh, Sanjukta
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Lee, Yi-Jung
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Petnji Yaya, Luc Honore
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Potra, Sabina Alina
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Effektives Customer Relationship Management : Instrumente - Einführungskonzepte - Organisation
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
Journal of business research : JBR
119
Journal of retailing and consumer services
99
The journal of services marketing
52
International journal of hospitality management
40
Industrial marketing management : the international journal for industrial and high-tech firms
39
International journal of internet marketing and advertising : IJIMA
35
The journal of product & brand management
32
Journal of interactive marketing : a quarterly publication from the Direct Marketing Educational Foundation
28
Journal of research in interactive marketing : interactive marketing and computer-mediated communication
28
Information & management : the internat. journal of management processes and systems ; journal of IFIP Users Group
25
Journal of strategic marketing
25
The service industries journal
24
Business horizons
22
Journal of marketing
22
SpringerLink / Bücher
22
Journal of service management
21
Journal of the Academy of Marketing Science
21
Technological forecasting & social change : an international journal
21
The journal of brand management : an international journal
21
Marketing intelligence & planning
20
Journal of internet commerce
19
Journal of service research : JSR
19
Journal of hospitality marketing & management
18
Journal of promotion management : innovations in planning and applied research
18
Journal of service research
18
International journal of contemporary hospitality management
17
International journal of electronic marketing and retailing : IJEMR
17
Psychology & marketing
17
International journal of business information systems : IJBIS
16
Journal of service theory and practice : JSTP
16
Asia Pacific journal of marketing and logistics
15
Cogent business & management
15
International journal of electronic customer relationship management : IJECRM
15
Journal of marketing communications
15
Service business
15
Tourism management : research, policies, practice
15
The journal of business & industrial marketing
14
European journal of marketing
13
Journal of service theory and practice
13
International journal of e-business research : an official publication of the Information Resources Management Association
12
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ECONIS (ZBW)
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1
How social shopping retains customers? : capturing the essence of website quality and relationship quality
Hsu, Chia-Lin
;
Chen, Mu-Chen
;
Kumar, Vikas
- In:
Total quality management & business excellence : an …
29
(
2018
)
2
,
pp. 161-184
Persistent link: https://www.econbiz.de/10011854048
Saved in:
2
The influence of customer participation on service failure perceptions
Koc, Erdogan
;
Ulukoy, Metin
;
Kilic, Recep
;
Yumusak, Sedat
; …
- In:
Total quality management & business excellence : an …
28
(
2017
)
3/4
,
pp. 390-404
Persistent link: https://www.econbiz.de/10011723681
Saved in:
3
A study on the antecedents and consequences of customer delight
Dey, Soma
;
Ghosh, Sanjukta
;
Datta, Biplab
;
Barai, Parama
- In:
Total quality management & business excellence : an …
28
(
2017
)
1/2
,
pp. 47-61
Persistent link: https://www.econbiz.de/10011729369
Saved in:
4
The HWWP, a refined IVA-Kano model for designing new delightful products or services
Potra, Sabina Alina
;
Izvercian, Monica
;
Pugna, Adrian Pavel
- In:
Total quality management & business excellence : an …
28
(
2017
)
1/2
,
pp. 104-117
Persistent link: https://www.econbiz.de/10011730228
Saved in:
5
CRM-Bestandsaufnahme und Nutzungsrolle im Querschnitt aktueller Trends und Entwicklungen
Birker, Benjamin
- In:
Effektives Customer Relationship Management : …
,
(pp. 113-130)
.
2017
Persistent link: https://www.econbiz.de/10011599149
Saved in:
6
How can social networking sites help build customer loyalty? : an empirical investigation
Chang, Chun-Ming
;
Hsu, Meng-Hsiang
;
Lee, Yi-Jung
- In:
Total quality management & business excellence : an …
27
(
2016
)
1/2
,
pp. 111-123
Persistent link: https://www.econbiz.de/10011555102
Saved in:
7
CRM Bestandsaufnahme und Nutzungsrolle im Querschnitt aktueller Trends und Entwicklungen
Birker, Benjamin
- In:
Effektives Customer Relationship Management : …
,
(pp. 153-170)
.
2013
Persistent link: https://www.econbiz.de/10009672131
Saved in:
8
CRM und Web 2.0
Scherberich, John-Uwe
- In:
Effektives Customer Relationship Management : …
,
(pp. 119-138)
.
2013
Persistent link: https://www.econbiz.de/10009672133
Saved in:
9
The contest determinant of delight and disappointment : a case study of online banking
Petnji Yaya, Luc Honore
;
Marimon, Frederic
;
Casadesús, …
- In:
Total quality management & business excellence : an …
24
(
2013
)
12
,
pp. 1376-1389
Persistent link: https://www.econbiz.de/10010208024
Saved in:
10
The service excellence and innovation model : lessons from IKEA and other service frontiers
Edvardsson, Bo
;
Enquist, Bo
- In:
Total quality management & business excellence : an …
22
(
2011
)
5
,
pp. 535-551
Persistent link: https://www.econbiz.de/10009243166
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