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~person:"Gil Saura, Irene"
~person:"Gouthier, Matthias H. J."
~person:"Mattila, Anna S."
~subject:"Kundenservice"
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Search: subject_exact:"Customer relationship management"
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Kundenservice
Beziehungsmarketing
90
Relationship marketing
90
Consumer behaviour
44
Konsumentenverhalten
44
Customer satisfaction
41
Kundenzufriedenheit
41
Dienstleistungsqualität
35
Service quality
35
Einzelhandel
15
Retail trade
15
Brand image
13
Markenimage
13
Beschwerdemanagement
12
Complaint management
12
Brand management
10
Lieferantenmanagement
10
Markenführung
10
Supplier relationship management
10
Theorie
9
Theory
9
Customer service
8
Hotel industry
8
Hotellerie
8
Kundenbindungsprogramm
8
Kundenmanagement
8
Loyalty program
8
Customer value
7
Emotion
7
Kundenwert
7
Spain
7
Spanien
7
Dienstleistung
6
Dienstleistungssektor
6
Loyalty
6
Service industry
6
Brand equity
5
Corporate Social Responsibility
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Corporate social responsibility
5
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Gil Saura, Irene
Gouthier, Matthias H. J.
Mattila, Anna S.
Stauss, Bernd
10
Hinterhuber, Hans H.
8
Barnes, Donald C.
7
Helmke, Stefan
7
Beatty, Sharon E.
6
Gustafsson, Anders
6
Van Vaerenbergh, Yves
6
Walsh, Gianfranco
6
Collier, Joel E.
5
Lucas, Robert W.
5
Baker, Melissa A.
4
Bruhn, Manfred
4
Dagger, Tracey S.
4
Dangelmaier, Wilhelm
4
Georgiev, Marin
4
Larivière, Bart
4
Matzler, Kurt
4
Piccoli, Gabriele
4
Seidel, Wolfgang
4
Shin, Hyunju
4
Sirianni, Nancy J.
4
Terziev, Venelin
4
Angerer, Thomas
3
Bell, Chip R.
3
Brown, Tom
3
Büttgen, Marion
3
Chaker, Nawar N.
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Cheung, Fung Yi Millissa
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Chiguvi, Douglas
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Coenen, Christian
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Edvardsson, Bo
3
Falk, Tomas
3
Fellmann, Michael
3
Ferraro, Carla
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Flavián Blanco, Carlos
3
Frei, Frances X.
3
Futrell, Charles M.
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3
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Die Betriebswirtschaft : DBW
1
European retail research
1
Gabler Edition Wissenschaft / Focus Dienstleistungsmarketing
1
Innovatives Dienstleistungsmarketing in Theorie und Praxis
1
International journal of hospitality management
1
Journal of service research
1
Services marketing quarterly
1
The journal of services marketing
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ECONIS (ZBW)
8
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1
To err is human(-oid) : how do consumers react to robot service failure and recovery?
Choi, Sungwoo
;
Mattila, Anna S.
;
Bolton, Lisa E.
- In:
Journal of service research
24
(
2021
)
3
,
pp. 354-371
Persistent link: https://www.econbiz.de/10012592941
Saved in:
2
Service recovery, justice perception, and forgiveness : the "other customers" perspectives
Shin, Hyunju
;
Casidy, Riza
;
Mattila, Anna S.
- In:
Services marketing quarterly
39
(
2018
)
1
,
pp. 1-21
Persistent link: https://www.econbiz.de/10011804112
Saved in:
3
Effectiveness of recovery actions on deviant customer behavior : the moderating role of gender
Huey Chern Boo
;
Mattila, Anna S.
;
Tan, Ching Yeng
- In:
International journal of hospitality management
35
(
2013
),
pp. 180-192
Persistent link: https://www.econbiz.de/10010225814
Saved in:
4
A cross-cultural comparison of perceived informational fairness with service failure explanations
Wang, Chen-ya
;
Mattila, Anna S.
- In:
The journal of services marketing
25
(
2011
)
6
,
pp. 429-439
Persistent link: https://www.econbiz.de/10009390049
Saved in:
5
Kundenentwicklung im Dienstleistungsbereich
Gouthier, Matthias H. J.
-
2003
-
1. Aufl.
Persistent link: https://www.econbiz.de/10001740618
Saved in:
6
Logistics service quality and technology investment in retailing
Gil Saura, Irene
;
Ruiz-Molina, María-Eugenia
- In:
European retail research
23
(
2009
)
1
,
pp. 69-82
Persistent link: https://www.econbiz.de/10003832164
Saved in:
7
Effekte des Stolzes von Mitarbeitern im Kundenkontakt
Gouthier, Matthias H. J.
- In:
Innovatives Dienstleistungsmarketing in Theorie und Praxis
,
(pp. 57-77)
.
2006
Persistent link: https://www.econbiz.de/10003413644
Saved in:
8
Kunden und Kundenbeziehungen als Ressourcen von Dienstleistungsunternehmungen : eine Analyse aus der Perspektive der ressourcenbasierten Ansätze des strategischen Managements
Gouthier, Matthias H. J.
;
Schmid, Stefan
- In:
Die Betriebswirtschaft : DBW
61
(
2001
)
2
,
pp. 223-239
Persistent link: https://www.econbiz.de/10001570575
Saved in:
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