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Search: subject_exact:"After-Sales-Management"
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Customer service
3,035
Kundenservice
3,035
Beziehungsmarketing
1,122
Relationship marketing
1,122
Dienstleistungsqualität
1,113
Service quality
1,113
Kundenzufriedenheit
983
Customer satisfaction
982
Consumer behaviour
761
Konsumentenverhalten
761
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378
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374
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349
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348
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292
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292
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260
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259
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188
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182
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182
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173
Electronic Commerce
145
Einzelhandel
141
Retail trade
138
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131
Bundling strategy
129
Leistungsbündel
129
Online retailing
128
Online-Handel
128
E-commerce
126
Arbeitsverhalten
119
Salespeople
119
Verkaufspersonal
119
Work behaviour
119
Qualitätsmanagement
105
Lieferantenmanagement
100
Quality management
100
Supplier relationship management
100
Callcenter
93
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903
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305
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2,147
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911
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10
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81
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81
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80
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71
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71
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49
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45
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44
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42
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25
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16
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16
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16
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16
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14
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11
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11
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10
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8
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8
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7
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7
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4
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4
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2,251
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822
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5
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Stauss, Bernd
19
Thomas, Oliver
14
Pepels, Werner
13
Gustafsson, Anders
10
Mattila, Anna S.
10
Wirtz, Jochen
10
Edvardsson, Bo
9
Fellmann, Michael
9
Gelbrich, Katja
9
Van Vaerenbergh, Yves
9
Hinterhuber, Hans H.
8
Kumar, Anuj
8
Nüttgens, Markus
8
Walsh, Gianfranco
8
Barnes, Donald C.
7
Bliemel, Friedhelm
7
Fassott, Georg
7
Gouthier, Matthias
7
Helmke, Stefan
7
McColl-Kennedy, Janet R.
7
Miao, Li
7
Netessine, Serguei
7
Schlicker, Michael
7
Sharma, Piyush
7
Shin, Hyunju
7
Sirianni, Nancy J.
7
Söderlund, Magnus
7
Beatty, Sharon E.
6
Bowen, David E.
6
Collier, Joel E.
6
Dangelmaier, Wilhelm
6
Dixon, Matthew
6
Ellinger, Alexander E.
6
Gierl, Heribert
6
Gremler, Dwayne D.
6
Groth, Markus
6
Gruber, Thorsten
6
Haas, Alexander
6
Luczak, Holger
6
Medler-Liraz, Hana
6
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Books on Demand GmbH <Norderstedt>
6
Springer Fachmedien Wiesbaden
6
Excellence-in-Service-Konferenz <6., 2016, Koblenz>
3
Institut für Technik der Betriebsführung
3
Verlag Dr. Kovač
3
Europäische Kommission
2
Friedrich-Schiller-Universität Jena
2
Fördergesellschaft Marketing an der Universität Augsburg
2
Harvard Graduate School of Business Administration
2
IGI Global
2
Kundendienstverband Deutschland
2
National Bureau of Economic Research
2
Nomos Verlagsgesellschaft
2
RWTH Aachen
2
Shaker Verlag
2
Vivento-Customer-Services <Bonn>
2
AMACOM
1
Bergische Universität Wuppertal
1
Conference Board
1
DaimlerChrysler AG / Global Service & Parts
1
Deutsch-Französische Unternehmertage <2, 1997, Straßburg>
1
Deutscher Fachverlag
1
Deutscher Universitäts-Verlag GmbH
1
Deutschland / Bundesministerium für Verkehr, Bau- und Wohnungswesen
1
Dortmunder Energie- und Wasserversorgung GmbH
1
Droege & Comp. <Düsseldorf>
1
Duncker & Humblot
1
ESCP-EAP European School of Management
1
Eberhard Karls Universität Tübingen
1
Erasmus Research Institute of Management
1
Eric Cuvillier <Firma>
1
Europäische Kommission / Generaldirektion Wettbewerb
1
Europäischer Wirtschafts- und Sozialausschuss
1
Forschungsinstitut für Innovative Arbeitsgestaltung und Prävention
1
Forschungsinstitut für Rationalisierung e.V. an der RWTH Aachen
1
Forschungsstelle Automobilwirtschaft <Bamberg>
1
Forum Berufsbildung
1
Fraunhofer-Institut für Produktionstechnologie IPT
1
Förderkreis des Verbandes Deutscher Verkehrsunternehmen
1
GABAL-Verlag GmbH
1
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The journal of services marketing
75
Journal of retailing and consumer services
74
International journal of hospitality management
70
Journal of business research : JBR
62
SpringerLink / Bücher
38
Journal of service research : JSR
36
The service industries journal
33
Journal of service management
30
Journal of service research
28
International journal of contemporary hospitality management
23
Psychology & marketing
20
Services marketing quarterly
20
International journal of services and operations management
19
Journal of service theory and practice
18
Gabler Edition Wissenschaft
17
Journal of hospitality marketing & management
17
Journal of retailing
17
Managing service quality : MSQ ; an international journal
17
Journal of the Academy of Marketing Science
15
Europäische Hochschulschriften / 5
14
Journal of air transport management
14
Journal of service theory and practice : JSTP
14
Service business
14
Harvard-Business-Manager : das Wissen der Besten
13
Springer eBook Collection / Business and Economics
13
Aftersales in der Automobilwirtschaft : Konzepte für Ihren Erfolg
12
Die Zukunft des Customer Service : Analysen, Strategien, Konzeptionen
12
Industrial marketing management : the international journal for industrial and high-tech firms
12
International journal of production economics
12
International journal of quality and service sciences
12
Tourism management : research, policies, practice
12
International journal of operations & production management : IJOPM ; the official journal of the European Operations Management Association, EUROMA
11
Journal of marketing
11
The TQM journal : the international review of organizational improvement
11
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
11
European journal of marketing : EJM
10
Hybride Wertschöpfung : mobile Anwendungssysteme für effiziente Dienstleistungsprozesse im technischen Kundendienst
10
International journal of business and economics
10
International journal of consumer studies
10
Management science : journal of the Institute for Operations Research and the Management Sciences
10
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ECONIS (ZBW)
3,051
USB Cologne (EcoSocSci)
17
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1,451
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1451
Customer intentions to ivoke service guarantees : do excellence in service recovery, type of guarantee and cultural orientation matter?
Van Vaerenbergh, Yves
;
De Keyser, Arne
;
Larivière, Bart
- In:
Managing service quality : MSQ ; an international journal
24
(
2014
)
1
,
pp. 45-62
Persistent link: https://www.econbiz.de/10010252064
Saved in:
1452
Importance of organizational citizenship behaviors in enhancing customer service indicators : a review
Kumar, Y. L. N.
- In:
The IUP journal of management research : IJMR
13
(
2014
)
1
,
pp. 17-28
Persistent link: https://www.econbiz.de/10010252797
Saved in:
1453
Does relationship matter? : customers' response to service failure
Tsai, Chia-ching
;
Yang, Yung-kai
;
Cheng, Yu-chi
- In:
Managing service quality : MSQ ; an international journal
24
(
2014
)
2
,
pp. 139-159
Persistent link: https://www.econbiz.de/10010254024
Saved in:
1454
Retourenmanagement im Versandhandel : theoretische und empirisch fundierte Gestaltungsalternativen für das Management von Retouren
Asdecker, Björn
-
2014
Persistent link: https://www.econbiz.de/10010466881
Saved in:
1455
Does standardized service fit all? : novel service encounter in frontline employee-customer interface
Lai, John
;
Lui, Steven S.
;
Hon, Alice H. Y.
- In:
International journal of contemporary hospitality management
26
(
2014
)
8
,
pp. 1341-1363
Persistent link: https://www.econbiz.de/10010467877
Saved in:
1456
Assessing the influence of economic and customer experience factors on service purchase behaviors
Kumar, V.
;
Umashankar, Nita
;
Kim, Kihyun Hannah
; …
- In:
Marketing science : the marketing journal of the …
33
(
2014
)
5
,
pp. 673-692
Persistent link: https://www.econbiz.de/10010468408
Saved in:
1457
A cross-cultural perspective on consumer perceptions of service failures' severity : a pilot study
Zourrig, Haithem
;
El Hedhli, Kamel
;
Chebat, Jean-Charles
- In:
International journal of quality and service sciences
6
(
2014
)
4
,
pp. 238-257
Persistent link: https://www.econbiz.de/10010469104
Saved in:
1458
Effects of stability and controllability attribution on service recovery evaluation in the context of the airline industry
Nikbin, Davoud
;
Marimuthu, Malliga
;
Hyun, Sunghyup Sean
; …
- In:
Journal of travel and tourism marketing
31
(
2014
)
7/8
,
pp. 817-834
Persistent link: https://www.econbiz.de/10010469250
Saved in:
1459
The antecedents and consequences of customer hedonism in hospitality services
Lim, Weng Marc
- In:
Journal of hospitality marketing & management
23
(
2014
)
5/6
,
pp. 626-651
Persistent link: https://www.econbiz.de/10010402055
Saved in:
1460
Routing and staffing in customer service chat systems with impatient customers
Tezcan, Tolga
;
Zhang, Jiheng
- In:
Operations research
62
(
2014
)
4
,
pp. 943-956
Persistent link: https://www.econbiz.de/10010403097
Saved in:
1461
Trading off inventory, capacity and customer service in semi-process industries : a case study at SEPPIC
Van Nieuwenhuyse, Inneke
;
Mahihenni, Mohammed Hadi
; …
- In:
European journal of industrial engineering : EJIE
8
(
2014
)
1
,
pp. 90-111
Persistent link: https://www.econbiz.de/10010404053
Saved in:
1462
Customer experience 3.0 : high-profit strategies in the age of techno service
Goodman, John A.
-
2014
Persistent link: https://www.econbiz.de/10010405764
Saved in:
1463
Development of a service continance model with IT service antecedents
Boakye, Kwabena G.
;
McGinnis, Thomas C.
;
Prybutok, Victor R.
- In:
Journal of retailing and consumer services
21
(
2014
)
5
,
pp. 717-724
Persistent link: https://www.econbiz.de/10010407234
Saved in:
1464
Pleasantly plump : offsetting negative obesity stereotypes for frontline service employees
Cowart, Kelly O.
;
Brady, Michael K.
- In:
Journal of retailing
90
(
2014
)
3
,
pp. 365-378
Persistent link: https://www.econbiz.de/10010408219
Saved in:
1465
Staffing a service system with appointment-based customer arrivals
Chung, Kwanghun
;
Min, Daiki
- In:
Journal of the Operational Research Society : OR
65
(
2014
)
10
,
pp. 1533-1543
Persistent link: https://www.econbiz.de/10010416652
Saved in:
1466
An analysis for service quality enhancement in electricity utility sector of India by SEM
Satapathy, Suchismita
- In:
Benchmarking : an international journal ; BIJ
21
(
2014
)
6
,
pp. 964-986
Persistent link: https://www.econbiz.de/10010417215
Saved in:
1467
Exploring the UK high street retail experience : is the service encounter still valued?
Resnick, Sheilagh
;
Foster, Carley
;
Woodall, Tony
- In:
International journal of retail & distribution management
42
(
2014
)
9
,
pp. 839-859
Persistent link: https://www.econbiz.de/10010417705
Saved in:
1468
Customers helping customers : payoffs for linking customers
Black, Hulda G.
;
Vincent, Leslie H.
;
Skinner, Steven J.
- In:
The journal of services marketing
28
(
2014
)
5
,
pp. 391-401
Persistent link: https://www.econbiz.de/10010419903
Saved in:
1469
Customer delight and work engagement
Barnes, Donald C.
;
Collier, Joel E.
;
Robinson, Stacey
- In:
The journal of services marketing
28
(
2014
)
5
,
pp. 380-390
Persistent link: https://www.econbiz.de/10010419905
Saved in:
1470
Transaction convenience in the payment stage : rhe retailers' perspective
Lundberg, Heléne
;
Öhman, Peter
;
Sjödin, Ulrika
- In:
Managing service quality : MSQ ; an international journal
24
(
2014
)
5
,
pp. 434-454
Persistent link: https://www.econbiz.de/10010422328
Saved in:
1471
An international and comparative study of perceived justice in Mexican, Puerto Rican and Spanish hospitals
Sosa Varela, Juan C.
;
Magaña Carrillo, Irma
;
Padin, Carmen
- In:
International journal of pharmaceutical and healthcare …
8
(
2014
)
3
,
pp. 248-264
Persistent link: https://www.econbiz.de/10010424182
Saved in:
1472
Brand Services : Service Design in der Markenführung
Vatter, Christian
;
Jordan, Martin
- In:
Marke und digitale Medien : der Wandel des …
,
(pp. 255-277)
.
2014
Persistent link: https://www.econbiz.de/10010424313
Saved in:
1473
Strategic customer service orientation, lean manufacturing practices and performance outcomes : an empirical study
Hong, Paul
;
Yang, Ma Ga
;
Dobrzykowski, David D.
- In:
Journal of service management
25
(
2014
)
5
,
pp. 699-723
Persistent link: https://www.econbiz.de/10010426044
Saved in:
1474
Customer experience from a self-service system perspective
Åkesson, Maria
;
Edvardsson, Bo
;
Tronvoll, Bård
- In:
Journal of service management
25
(
2014
)
5
,
pp. 677-698
Persistent link: https://www.econbiz.de/10010426047
Saved in:
1475
Experience psychology : a proposed new subfield of service management
Chase, Richard B.
;
Dasu, Sriram
- In:
Journal of service management
25
(
2014
)
5
,
pp. 574-577
Persistent link: https://www.econbiz.de/10010426063
Saved in:
1476
The effects of emotional labor on frontline employee creativity
Geng, Zizhen
;
Liu, Chao
;
Liu, Xinmei
;
Feng, Jie
- In:
International journal of contemporary hospitality management
26
(
2014
)
7
,
pp. 1046-1064
Persistent link: https://www.econbiz.de/10010426096
Saved in:
1477
Variability in health care services : the role of service employee flexibility
Vredenburg, Jessica
;
Bell, Simon J.
- In:
Australasian marketing journal
22
(
2014
)
3
,
pp. 168-178
Persistent link: https://www.econbiz.de/10010427975
Saved in:
1478
Handbuch Kundendienstmanagement
Pepels, Werner
(
ed.
)
-
2014
Persistent link: https://www.econbiz.de/10010457191
Saved in:
1479
Instrumente zur Gestaltung von After Sales Services
Pepels, Werner
(
ed.
);
Böhler, Klaus
(
contributor
)
-
2014
-
3., aktualisierte u. erw. Aufl.
Persistent link: https://www.econbiz.de/10010457274
Saved in:
1480
Grundlagen des After Sales Marketing
Pepels, Werner
(
ed.
);
Ammann, Paul
(
contributor
)
-
2014
-
3., aktualisierte u. erw. Aufl.
Persistent link: https://www.econbiz.de/10010457275
Saved in:
1481
Technische Erstellung einer Bedienungsanleitung
Böhler, Klaus
-
2014
Persistent link: https://www.econbiz.de/10010457843
Saved in:
1482
Elemente der Käuferpsychologie in der Nachkaufphase
Ramme, Iris
-
2014
Persistent link: https://www.econbiz.de/10010457847
Saved in:
1483
Das Controlling im After-Sales-Service-Management
Czenskowsky, Torsten
;
Szymanski, Marcus
-
2014
Persistent link: https://www.econbiz.de/10010457848
Saved in:
1484
Kommunikationsinstrumente für After Sales Services
Pepels, Werner
-
2014
Persistent link: https://www.econbiz.de/10010457850
Saved in:
1485
Die Distributionspolitik im After Sales Service
Lerchenmüller, Michael
-
2014
Persistent link: https://www.econbiz.de/10010457851
Saved in:
1486
Die Preispolitik im After Sales Service
Pepels, Werner
-
2014
Persistent link: https://www.econbiz.de/10010457852
Saved in:
1487
Die Produktpolitik im After Sales Service
Hüttel, Klaus
-
2014
Persistent link: https://www.econbiz.de/10010457853
Saved in:
1488
Der Rechtsrahmen für After Sales Services
Steckler, Brunhilde
-
2014
Persistent link: https://www.econbiz.de/10010457854
Saved in:
1489
Qualitätscontrolling bei Kundendiensten
Pepels, Werner
-
2014
Persistent link: https://www.econbiz.de/10010457858
Saved in:
1490
Das Personalmanagement im After Sales Service
Femppel, Kurt
-
2014
Persistent link: https://www.econbiz.de/10010457859
Saved in:
1491
Industrielles Dienstleistungsmanagement
Ammann, Paul
;
Rodel, Eugen
-
2014
Persistent link: https://www.econbiz.de/10010457860
Saved in:
1492
Mit Informationen den After Sales Service optimieren
Kastin, Klaus S.
-
2014
Persistent link: https://www.econbiz.de/10010457861
Saved in:
1493
Die Merkmale von Kundendiensten
Pepels, Werner
-
2014
Persistent link: https://www.econbiz.de/10010457862
Saved in:
1494
Die Bedeutung von Dienstleistungen
Pepels, Werner
-
2014
Persistent link: https://www.econbiz.de/10010457863
Saved in:
1495
Zunehmende Bedeutung von Nachkaufphase und Kundenwert
Pepels, Werner
-
2014
Persistent link: https://www.econbiz.de/10010457864
Saved in:
1496
Wartungsverhalten privater Nachfrager : ein Beitrag zum After-Sales-Management anhand theoretischer und empirischer Analysen im Wartungsmarkt für Automobile
Güntermann, Marc
-
2014
-
1. Aufl.
Persistent link: https://www.econbiz.de/10010460239
Saved in:
1497
The relationship between store performance and store managers perceptions of their customer services
Terblanche, Nic S.
- In:
Journal of euromarketing
23
(
2014
)
4
,
pp. 5-18
Persistent link: https://www.econbiz.de/10010497686
Saved in:
1498
What is being exchanged? : framing the logic of value creation in financial services
Puustinen, Pekka
;
Saarijävi, Hannu
;
Maas, Peter
- In:
Journal of financial services marketing : JFSM
19
(
2014
)
1
,
pp. 43-51
Persistent link: https://www.econbiz.de/10010497787
Saved in:
1499
Services après-vente horlogers : nouvelles exigences ; 17e journée Internationale du Marketing Horloger ; recueil des études et présentations réalisées pour la 7e Journée de Recher...
Zorik, Kalust
(
contributor
); …
-
2014
Persistent link: https://www.econbiz.de/10010501032
Saved in:
1500
Electronic banking upsurge : an assessment of drivers and impediments
Sandhu, Supreet
;
Arora, Sangeeta
- In:
Praj̄nȧn : journal of social and management sciences
43
(
2014
)
3
,
pp. 321-341
Persistent link: https://www.econbiz.de/10010506991
Saved in:
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