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~isPartOf:"Journal of the Academy of Marketing Science"
~isPartOf:"Managing service quality : MSQ ; an international journal"
~subject:"Beschwerdemanagement"
~subject:"Service quality"
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Search: subject_exact:"Customer relationship management"
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Beschwerdemanagement
Service quality
Beziehungsmarketing
209
Relationship marketing
209
Consumer behaviour
89
Konsumentenverhalten
89
Customer satisfaction
50
Kundenzufriedenheit
50
Dienstleistungsqualität
43
Lieferantenmanagement
26
Supplier relationship management
26
Customer value
20
Kundenwert
20
Salespeople
20
Verkaufspersonal
20
Customer service
17
Kundenservice
17
Customer integration
16
Kundenintegration
16
Marketing management
16
Marketingmanagement
16
Internet marketing
14
Online-Marketing
14
Social Web
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Social web
14
USA
14
United States
14
Complaint management
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Dienstleistungssektor
13
Kundenbindungsprogramm
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Loyalty program
13
Service industry
13
Brand management
12
Einzelhandel
12
Firm performance
12
Markenführung
12
Marketing theory
12
Marketingtheorie
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Retail trade
12
Unternehmenserfolg
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English
46
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Grégoire, Yany
2
Kumar, V.
2
Larivière, Bart
2
Sesé, F. Javier
2
Van Vaerenbergh, Yves
2
Voorhees, Clay M.
2
Allen, Alexis M.
1
Aurier, Philippe
1
Baker, Julie
1
Bansal, Harvir S.
1
Barlas, Achilleas
1
Bartl, Christopher
1
Bhagwat, Yashoda
1
Bilstein, Nicola
1
Bolton, Ruth N.
1
Borah, Sourav Bikash
1
Brady, Michael K.
1
Brocato, E. Deanne
1
Chahal, Hardeep
1
Chai, Kai-hin
1
Chan, Kimmy Wa
1
Chen, Martin
1
Chen, Rocky Peng
1
Chen, Wen-ying
1
Cheng, Yu-chi
1
Chih, Wen-hai
1
Dagger, Tracey S.
1
David, Meredith E.
1
Davis-Sramek, Beth
1
De Keyser, Arne
1
Dong, Beibei
1
Droge, Cornelia
1
Du, Jiangang
1
Enquist, Bo
1
Falk, Tomas
1
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1
Feng, Tianjun
1
Fisher, Robert J.
1
Foo, Maw Der
1
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Journal of the Academy of Marketing Science
Managing service quality : MSQ ; an international journal
Journal of retailing and consumer services
183
International journal of hospitality management
122
Journal of business research : JBR
113
The journal of services marketing
98
The service industries journal
80
Journal of hospitality marketing & management
57
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
57
Journal of service research : JSR
51
Services marketing quarterly
51
International journal of contemporary hospitality management
48
Journal of travel and tourism marketing
43
Service business
43
Journal of service management
39
Cogent business & management
31
Tourism management : research, policies, practice
31
The TQM journal : the international review of organizational improvement
30
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
28
The international journal of bank marketing : IJBM
27
Journal of service research
26
Journal of strategic marketing
26
Industrial marketing management : the international journal for industrial and high-tech firms
25
International journal of quality and service sciences
23
Asia Pacific journal of marketing and logistics
22
International journal of services and operations management
22
Journal of air transport management
21
Marketing intelligence & planning
21
SpringerLink / Bücher
21
Total quality management & business excellence
21
International journal of services, economics and management
20
Psychology & marketing
19
International journal of electronic customer relationship management : IJECRM
18
International journal of productivity and quality management : IJPQM
18
Journal of marketing
18
Journal of retailing
18
International journal of quality & reliability management
17
European journal of marketing : EJM
16
Journal of relationship marketing : innovations & enhancements for customer service, relations & satisfaction
16
Journal of relationship marketing : innovations and enhancements for customer service, relations, and satisfaction
16
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ECONIS (ZBW)
46
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1
Winning your customers' minds and hearts : disentangling the effects of lock-in and affective customer experience on retention
Gao, Lily
;
Haan, Evert de
;
Melero-Polo, Iguácel
; …
- In:
Journal of the Academy of Marketing Science
51
(
2023
)
2
,
pp. 334-371
Persistent link: https://www.econbiz.de/10014251177
Saved in:
2
Designing satisfying service encounters : website versus store touchpoints
Bolton, Ruth N.
;
Gustafsson, Anders
;
Tarasi, Crina O.
; …
- In:
Journal of the Academy of Marketing Science
50
(
2022
)
1
,
pp. 85-107
Persistent link: https://www.econbiz.de/10012819742
Saved in:
3
How value co-creation and co-destruction unfolds : a longitudinal perspective on dialogic engagement in health services interactions
Keeling, Debbie Isobel
;
Keeling, Kathleen
;
Ruyter, Ko de
; …
- In:
Journal of the Academy of Marketing Science
49
(
2021
)
2
,
pp. 236-257
Persistent link: https://www.econbiz.de/10012434104
Saved in:
4
Leveraging service recovery strategies to reduce customer churn in an emerging market
Borah, Sourav Bikash
;
Prakhya, Srinivas
;
Sharma, Amalesh
- In:
Journal of the Academy of Marketing Science
48
(
2020
)
5
,
pp. 848-868
Persistent link: https://www.econbiz.de/10012301271
Saved in:
5
When pushing back is good : the effectiveness of brand responses to social media complaints
Johnen, Marius
;
Schnittka, Oliver
- In:
Journal of the Academy of Marketing Science
47
(
2019
)
5
,
pp. 858-878
Persistent link: https://www.econbiz.de/10012107337
Saved in:
6
How can firms stop customer revenge? : the effects of direct and indirect revenge on post-complaint responses
Grégoire, Yany
;
Ghadami, Fateme
;
Laporte, Sandra
; …
- In:
Journal of the Academy of Marketing Science
46
(
2018
)
6
,
pp. 1052-1071
Persistent link: https://www.econbiz.de/10011951624
Saved in:
7
Unlocking the power of marketing : understanding the links between customer mindset metrics, behavior, and profitability
Petersen, J. Andrew
;
Kumar, V.
;
Polo-Redondo, Yolanda
; …
- In:
Journal of the Academy of Marketing Science
46
(
2018
)
5
,
pp. 813-836
Persistent link: https://www.econbiz.de/10011924769
Saved in:
8
The effects of customer equity drivers on loyalty across services industries and firms
Ou, Yi-Chun
;
Verhoef, Peter C.
;
Wiesel, Thorsten
- In:
Journal of the Academy of Marketing Science
45
(
2017
)
3
,
pp. 336-356
Persistent link: https://www.econbiz.de/10011684991
Saved in:
9
Do loyal customers really pay more for services?
Umashankar, Nita
;
Bhagwat, Yashoda
;
Kumar, V.
- In:
Journal of the Academy of Marketing Science
45
(
2017
)
6
,
pp. 807-826
Persistent link: https://www.econbiz.de/10011779520
Saved in:
10
Unveiling the recovery time zone of tolerance : when time matters in service recovery
Hogreve, Jens
;
Bilstein, Nicola
;
Mandl, Leonhard
- In:
Journal of the Academy of Marketing Science
45
(
2017
)
6
,
pp. 866-883
Persistent link: https://www.econbiz.de/10011779540
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