//--> //--> //-->
Toggle navigation
Logout
Change account settings
EN
DE
ES
FR
A-Z
Beta
About EconBiz
News
Thesaurus (STW)
Research Skills
Help
EN
DE
ES
FR
My account
Logout
Change account settings
Login
Publications
Events
Your search terms
Search
Retain my current filters
~person:"Blinn, Nadine"
~person:"Gruber, Thorsten"
~type:"article"
Search options
All Fields
Title
Exact title
Subject
Author
Institution
ISBN/ISSN
Published in...
Publisher
Open Access only
Advanced
Search history
My EconBiz
Favorites
Loans
Reservations
Fines
You are here:
Home
Search: subject_exact:"Returns management"
Narrow search
Delete all filters
| 3 applied filters
Year of publication
From:
To:
Subject
All
Customer service
9
Kundenservice
9
Customer satisfaction
5
Kundenzufriedenheit
5
Beschwerdemanagement
3
Beziehungsmarketing
3
Complaint management
3
Deutschland
3
Dienstleistungsqualität
3
Germany
3
Relationship marketing
3
Service quality
3
Bundling strategy
2
Consumer behaviour
2
Konsumentenverhalten
2
Leistungsbündel
2
Arbeitsproduktivität
1
Arbeitsverhalten
1
Arbeitszufriedenheit
1
Betriebliche Wertschöpfung
1
Betriebliches Informationssystem
1
Business intelligence system
1
Comparison
1
Competition
1
Computerized method
1
Computerunterstützung
1
Credibility
1
Customer feedback
1
Eudaimonic well-being
1
Front-line employee
1
Glaubwürdigkeit
1
Großbritannien
1
Hedonic well-being
1
Job satisfaction
1
Kano theory of attractive quality
1
Klempnerhandwerk
1
Labour productivity
1
Lebensqualität
1
Mobile Anwendung
1
Mobile application
1
more ...
less ...
Online availability
All
Undetermined
1
Type of publication
All
Article
Book / Working Paper
1
Type of publication (narrower categories)
All
Article in journal
7
Aufsatz in Zeitschrift
7
Aufsatz im Buch
2
Book section
2
Case study
1
Fallstudie
1
Language
All
English
6
German
3
Author
All
Blinn, Nadine
Gruber, Thorsten
Gustafsson, Anders
10
Mattila, Anna S.
10
Stauss, Bernd
10
Thomas, Oliver
10
Van Vaerenbergh, Yves
9
Walsh, Gianfranco
8
Barnes, Donald C.
7
Edvardsson, Bo
7
Fellmann, Michael
7
McColl-Kennedy, Janet R.
7
Miao, Li
7
Schlicker, Michael
7
Sharma, Piyush
7
Shin, Hyunju
7
Sirianni, Nancy J.
7
Söderlund, Magnus
7
Wirtz, Jochen
7
Beatty, Sharon E.
6
Bowen, David E.
6
Collier, Joel E.
6
Ellinger, Alexander E.
6
Gierl, Heribert
6
Gremler, Dwayne D.
6
Groth, Markus
6
Haas, Alexander
6
Medler-Liraz, Hana
6
Pepels, Werner
6
Brady, Michael K.
5
Dagger, Tracey S.
5
Dixon, Matthew
5
Larivière, Bart
5
Lyu, Yijing
5
Nüttgens, Markus
5
Prentice, Catherine
5
Román, Sergio
5
Ruyter, Ko de
5
Seger-Guttmann, Tali
5
Subramony, Mahesh
5
Voorhees, Clay M.
5
more ...
less ...
Published in...
All
The journal of services marketing
2
HMD : Praxis der Wirtschaftsinformatik
1
Hybride Wertschöpfung : mobile Anwendungssysteme für effiziente Dienstleistungsprozesse im technischen Kundendienst
1
Innovationsentwicklung, Internationalität, Mitarbeiterperspektive
1
International journal of services, economics and management
1
Journal of service management
1
The TQM journal : the international review of organizational improvement
1
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
1
more ...
less ...
Source
All
ECONIS (ZBW)
9
Showing
1
-
9
of
9
Sort
relevance
articles prioritized
date (newest first)
date (oldest first)
1
When good news is bad news : the negative impact of positive customer feedback on front-line employee well-being
Alkire, Linda
;
Burton, Jamie
;
Gruber, Thorsten
- In:
The journal of services marketing
29
(
2015
)
6/7
,
pp. 599-612
Persistent link: https://www.econbiz.de/10011418374
Saved in:
2
Understanding satisfying service encounters in retail banking : a dyadic perspective
Kania, Nathalie
;
Gruber, Thorsten
- In:
International journal of services, economics and management
5
(
2013
)
3
,
pp. 222-255
Persistent link: https://www.econbiz.de/10010255101
Saved in:
3
Does culture impact preferred employee attributes in complaint-handling encounters?
Gruber, Thorsten
;
Abosag, Ibrahim
;
Reppel, Alexander
; …
- In:
Total quality management & business excellence : an …
24
(
2013
)
11
,
pp. 1301-1315
Persistent link: https://www.econbiz.de/10010208056
Saved in:
4
I want to believe they really care : how complaining customers want to be treated by frontline employees
Gruber, Thorsten
- In:
Journal of service management
22
(
2011
)
1
,
pp. 85-110
Persistent link: https://www.econbiz.de/10009010793
Saved in:
5
Produktivitätssteigerung im technischen Kundendienst : ein Ansatz auf Basis des IT-gestützten Mitarbeiterempowerments
Blinn, Nadine
;
Nüttgens, Markus
;
Schlicker, Michael
; …
-
2011
Persistent link: https://www.econbiz.de/10009231014
Saved in:
6
Analysing the preferred characteristics of frontline employees dealing with customer complaints : a cross-national Kano study
Gruber, Thorsten
;
Abosag, Ibrahim
;
Reppel, Alexander E.
; …
- In:
The TQM journal : the international review of …
23
(
2011
)
2
,
pp. 128-144
Persistent link: https://www.econbiz.de/10008938678
Saved in:
7
Evaluation des PIPE-Informationssystems
Blinn, Nadine
;
Schlicker, Michael
- In:
Hybride Wertschöpfung : mobile Anwendungssysteme für …
,
(pp. 261-284)
.
2010
Persistent link: https://www.econbiz.de/10003973676
Saved in:
8
Mobile Informationsversorgung als Wettbewerbsfaktor im technischen Kundendienst
Blinn, Nadine
;
Schlicker, Michael
;
Thomas, Oliver
; …
- In:
HMD : Praxis der Wirtschaftsinformatik
46
(
2009
)
269
,
pp. 61-69
Persistent link: https://www.econbiz.de/10003890132
Saved in:
9
Developing a deeper understanding of the attributes of effective customer contact employees in personal complaint-handling encounters
Gruber, Thorsten
;
Szmigin, Isabelle
;
Voss, Roediger
- In:
The journal of services marketing
23
(
2009
)
6
,
pp. 422-435
Persistent link: https://www.econbiz.de/10009525715
Saved in:
Results per page
10
25
50
100
250
A service of the
zbw
×
Loading...
//-->