//--> //--> //--> //-->
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
~isPartOf:"Total quality management & business excellence : an official journal of the European Society for Organisational Excellence"
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:"Customer relationship"
Narrow search
Delete all filters
| 1 applied filter
Year of publication
From:
To:
Subject
All
Beziehungsmarketing
86
Relationship marketing
86
Dienstleistungsqualität
56
Service quality
56
Customer satisfaction
52
Kundenzufriedenheit
52
Consumer behaviour
32
Konsumentenverhalten
32
Quality management
26
Qualitätsmanagement
26
Taiwan
13
customer satisfaction
12
service quality
11
Product quality
8
Produktqualität
8
Dienstleistungssektor
7
Service industry
7
customer loyalty
7
satisfaction
7
Customer service
6
Customer value
6
E-commerce
6
Electronic Commerce
6
Kundenservice
6
Kundenwert
6
loyalty
6
Betriebliche Wertschöpfung
5
Learning organization
5
Lernende Organisation
5
Structural equation model
5
Strukturgleichungsmodell
5
Value creation
5
Beschwerdemanagement
4
Brand image
4
Complaint management
4
Confidence
4
Electronic Banking
4
Electronic banking
4
Hospital
4
Hotel industry
4
more ...
less ...
Online availability
All
Undetermined
32
Type of publication
All
Article
83
Book / Working Paper
3
Type of publication (narrower categories)
All
Article in journal
86
Aufsatz in Zeitschrift
86
Conference paper
5
Konferenzbeitrag
5
Collection of articles of several authors
3
Sammelwerk
3
Case study
1
Fallstudie
1
more ...
less ...
Language
All
English
86
Author
All
Marimon, Frederic
4
Casadesús, Martí
3
Petnji Yaya, Luc Honore
3
Yang, Ching-chow
3
Chen, Ching-fu
2
Dahlgaard, Jens Jörn
2
Dahlgaard-Park, Su Mi
2
Ku, Edward C. S.
2
Pantouvakis, Angelos
2
Shahin, Arash
2
Abdullateef, Aliyu Olayemi
1
Al-dweeri, Rami M. O. O.
1
Alonso-Almeida, M. Mar
1
Amorim, Marlene
1
Ažman, Slavko
1
Bahar, Reyhan
1
Barai, Parama
1
Barnes, F. Barry
1
Başgöze, Pınar
1
Bernardo, Merce
1
Boakye, Kwabena G.
1
Bouranta, Nancy
1
Bravi, Laura
1
Bäckström, Ingela
1
Cassia, Fabio
1
Chang, Chun-Ming
1
Chang, Hsin Hsin
1
Chang, Peng-Chan
1
Chang, Sue-Ting
1
Chang, Tien-Hsiang
1
Chang, Tsang-Chuan
1
Chang, Wei
1
Chen, Chih Ta
1
Chen, Hsin-i
1
Chen, Hui-ju
1
Chen, Ja-Shen
1
Chen, Ja-shen
1
Chen, Jui-Ho
1
Chen, Kuen-Suan
1
Chen, Mu-Chen
1
more ...
less ...
Published in...
All
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
Journal of business research : JBR
649
Journal of retailing and consumer services
582
Industrial marketing management : the international journal for industrial and high-tech firms
406
International journal of hospitality management
280
SpringerLink / Bücher
256
The journal of services marketing
225
The journal of business & industrial marketing
192
The service industries journal
187
Journal of the Academy of Marketing Science
171
Journal of strategic marketing
169
International journal of electronic customer relationship management : IJECRM
140
Journal of marketing
124
International journal of contemporary hospitality management
120
Journal of travel and tourism marketing
118
Journal of service research : JSR
117
Journal of hospitality marketing & management
115
The journal of product & brand management
111
Tourism management : research, policies, practice
111
Asia Pacific journal of marketing and logistics
107
The journal of brand management : an international journal
107
Journal of service management
106
Marketing intelligence & planning
105
Journal of retailing
103
Cogent business & management
102
Gabler Edition Wissenschaft
102
Psychology & marketing
100
Journal of relationship marketing : innovations & enhancements for customer service, relations & satisfaction
99
European journal of marketing : EJM
95
Services marketing quarterly
94
The international journal of bank marketing : IJBM
85
Journal of marketing management : MM
82
Service business
80
Journal of interactive marketing : a quarterly publication from the Direct Marketing Educational Foundation
78
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
76
International journal of research in marketing : IJRM ; official journal of the European Marketing Academy
74
The international review of retail, distribution and consumer research
74
Journal of financial services marketing : JFSM
70
Business horizons
69
Springer eBook Collection / Business and Economics
69
more ...
less ...
Source
All
ECONIS (ZBW)
86
Showing
1
-
50
of
86
Sort
relevance
articles prioritized
date (newest first)
date (oldest first)
1
Impacts of investment attitude in service innovation
Ping-kuo, Chen
- In:
Total quality management & business excellence : an …
26
(
2015
)
7/8
,
pp. 875-887
Persistent link: https://www.econbiz.de/10011388432
Saved in:
2
Topic modelling-based decision framework for analysing digital voice of the customer
Özdağoğlu, Güzin
;
Kapucugil-İkiz, Aysun
;
Çelik, …
- In:
Total quality management & business excellence : an …
29
(
2018
)
13
,
pp. 1545-1562
Persistent link: https://www.econbiz.de/10011962105
Saved in:
3
Improving risk assessment for customer-oriented FMEA
Pisut Koomsap
;
Thuangporn Charoenchokdilok
- In:
Total quality management & business excellence : an …
29
(
2018
)
13
,
pp. 1563-1579
Persistent link: https://www.econbiz.de/10011962110
Saved in:
4
Strategic framework of fitness clubs based on quality dimensions : the blue ocean strategy approach
Vieira, Elsa Regina Monteiro
;
Ferreira, João J. M.
- In:
Total quality management & business excellence : an …
29
(
2018
)
14
,
pp. 1648-1667
Persistent link: https://www.econbiz.de/10011962118
Saved in:
5
Exploring customers' perceptions about Quality Management Systems : an empirical study in Italy
Murmura, Federica
;
Bravi, Laura
- In:
Total quality management & business excellence : an …
29
(
2018
)
12
,
pp. 1466-1481
Persistent link: https://www.econbiz.de/10011919022
Saved in:
6
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:
7
A multilevel analysis of customer engagement, its antecedents, and the effects on service innovation
Chen, Ja-Shen
;
Weng, Hua-Hung Robin
;
Huang, Chio-Lun
- In:
Total quality management & business excellence : an …
29
(
2018
)
4
,
pp. 410-428
Persistent link: https://www.econbiz.de/10011854070
Saved in:
8
Service quality evaluation : moderating influences of first-time and revisiting customers
Kuo, Tsuang
;
Chen, Chih Ta
;
Cheng, Wan Jung
- In:
Total quality management & business excellence : an …
29
(
2018
)
4
,
pp. 429-440
Persistent link: https://www.econbiz.de/10011854071
Saved in:
9
Factors influencing consumer loyalty towards 3G mobile data service providers : evidence from Ghana
Ofori, Kwame Simpe
;
Boakye, Kwabena G.
;
Narteh, Bedman
- In:
Total quality management & business excellence : an …
29
(
2018
)
5
,
pp. 580-598
Persistent link: https://www.econbiz.de/10011854104
Saved in:
10
Measuring customer value in commercial experiences
Eriksson, Maria
;
Bäckström, Ingela
;
Ingelsson, Pernilla
; …
- In:
Total quality management & business excellence : an …
29
(
2018
)
6
,
pp. 618-632
Persistent link: https://www.econbiz.de/10011854111
Saved in:
11
A comparative study of ordinary and fastidious customers' priorities in service quality dimensions
Dabestani, Reza
;
Shahin, Arash
;
Shirouyehzad, Hadi
; …
- In:
Total quality management & business excellence : an …
28
(
2017
)
3/4
,
pp. 331-350
Persistent link: https://www.econbiz.de/10011723613
Saved in:
12
Agility, organisational learning culture and relationship quality in the port sector
Pantouvakis, Angelos
;
Bouranta, Nancy
- In:
Total quality management & business excellence : an …
28
(
2017
)
3/4
,
pp. 366-378
Persistent link: https://www.econbiz.de/10011723630
Saved in:
13
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:
14
Applying FSE to enhance customer value by improving store image in different consumer groups
Fu, Hsin-Pin
;
Chang, Tien-Hsiang
;
Lin, Arthu
;
Lin, Sheng-Wei
- In:
Total quality management & business excellence : an …
28
(
2017
)
5/6
,
pp. 481-500
Persistent link: https://www.econbiz.de/10011723707
Saved in:
15
Ensuring restaurant quality and guests' loyalty : an integrative model based on marketing (7P) approach
Kukanja, Marko
;
Gomelj Omerzel, Doris
;
Kodrič, Borut
- In:
Total quality management & business excellence : an …
28
(
2017
)
13
,
pp. 1509-1525
Persistent link: https://www.econbiz.de/10011816957
Saved in:
16
Managing customer life cycle through knowledge management capability : a contextual role of information technology
Lee, Kuo-Wei
;
Lanting, Maria Corazon L.
; …
- In:
Total quality management & business excellence : an …
28
(
2017
)
13
,
pp. 1559-1583
Persistent link: https://www.econbiz.de/10011816994
Saved in:
17
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:
18
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:
19
Enabling relationship learning in intra-firm professional service teams
Slåtten, Terje
;
Lien, Gudbrand
;
Fredheim, Arne
; …
- In:
Total quality management & business excellence : an …
28
(
2017
)
9
,
pp. 946-958
Persistent link: https://www.econbiz.de/10011778022
Saved in:
20
Customer relationship management and customer satisfaction : the mediating role of relationship quality
Santouridis, Ilias
;
Veraki, Androniki
- In:
Total quality management & business excellence : an …
28
(
2017
)
10
,
pp. 1122-1133
Persistent link: https://www.econbiz.de/10011778120
Saved in:
21
A typology of customer-to-customer interaction and its implications for excellence in service provision
Sá, Patrícia Moura
;
Amorim, Marlene
- In:
Total quality management & business excellence : an …
28
(
2017
)
10
,
pp. 1183-1193
Persistent link: https://www.econbiz.de/10011778140
Saved in:
22
Excellent products or servitisation? : analysing retailers' preference before and after a loyalty programme
Vila-Lopez, Natalia
;
Kuster-Boluda, Ines
- In:
Total quality management & business excellence : an …
28
(
2017
)
12
,
pp. 1378-1392
Persistent link: https://www.econbiz.de/10011781629
Saved in:
23
Combined analysis of service expectations and perceptions in lodging industry through quality function deployment
Kurtulmuşiğlu, Feride Bahar
;
Pakdil, Fatma
- In:
Total quality management & business excellence : an …
28
(
2017
)
12
,
pp. 1393-1413
Persistent link: https://www.econbiz.de/10011781640
Saved in:
24
The association between perceived value and patient loyalty in public university hospitals in Turkey
Özer, Leyla
;
Başgöze, Pınar
;
Karahan, Ayça
- In:
Total quality management & business excellence : an …
28
(
2017
)
7
,
pp. 782-800
Persistent link: https://www.econbiz.de/10011977041
Saved in:
25
Can non-life insurers improve policyholder relationships in onlie services?
Yu, Tsu-Wei
- In:
Total quality management & business excellence : an …
28
(
2017
)
8
,
pp. 825-839
Persistent link: https://www.econbiz.de/10011977050
Saved in:
26
The impact of customer relationship management and internal marketing on business performance : a comparison of lodging industries
Chen, Jui-Ho
;
Wu, Shwu-Ing
- In:
Total quality management & business excellence : an …
27
(
2016
)
1/2
,
pp. 17-33
Persistent link: https://www.econbiz.de/10011555074
Saved in:
27
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:
28
PAKSERV : measuring higher education service quality in a collectivist cultural context
Kashif, Muhammad
;
Thurasamy Ramayah
;
Syamsulang Sarifuddin
- In:
Total quality management & business excellence : an …
27
(
2016
)
3/4
,
pp. 265-278
Persistent link: https://www.econbiz.de/10011558175
Saved in:
29
Application of SERVQUAL and fuzzy quality function deployment to service improvement in service centres of electronics companies
Cho, In Jae
;
Kim, You Jin
;
Kwak, Choonjong
- In:
Total quality management & business excellence : an …
27
(
2016
)
3/4
,
pp. 368-381
Persistent link: https://www.econbiz.de/10011558687
Saved in:
30
The EPSI model as the main factor for identifying customer satisfaction : empirical research
González Menorca, Leonor
;
Fernández-Ortiz, Rubén
; …
- In:
Total quality management & business excellence : an …
27
(
2016
)
3/4
,
pp. 447-463
Persistent link: https://www.econbiz.de/10011558842
Saved in:
31
Study on customer relationship management activities in Taiwan tourism factories
Chung, Yi-Chan
;
Chen, Szu-Ju
- In:
Total quality management & business excellence : an …
27
(
2016
)
5/6
,
pp. 581-594
Persistent link: https://www.econbiz.de/10011579852
Saved in:
32
Are customers willing to pay for corporate social responsibility? : a study of individual-specific mediators
Yuen, Kum Fai
;
Thai, Vinh V.
;
Wong, Yiik Diew
- In:
Total quality management & business excellence : an …
27
(
2016
)
7/8
,
pp. 912-926
Persistent link: https://www.econbiz.de/10011581248
Saved in:
33
Exploring the impact factor o positive word-of-mouth influences satisied customers
Su, Yi-Liang
;
Lin, Tom M. Y.
;
Chang, Sue-Ting
- In:
Total quality management & business excellence : an …
26
(
2015
)
3/4
,
pp. 430-444
Persistent link: https://www.econbiz.de/10011300157
Saved in:
34
Developing control charts in monitoring service quality based on the number of customer complaints
Chen, Kuen-Suan
;
Chang, Tsang-Chuan
;
Wang, Kung-Jeng
; …
- In:
Total quality management & business excellence : an …
26
(
2015
)
5/6
,
pp. 675-689
Persistent link: https://www.econbiz.de/10011305614
Saved in:
35
Internet-banking customer analysis based on perceptions of service quality in Taiwan
Liang, Chih-Chin
;
Wu, Pei-Ching
- In:
Total quality management & business excellence : an …
26
(
2015
)
5/6
,
pp. 550-568
Persistent link: https://www.econbiz.de/10011305706
Saved in:
36
Public administrators' engagement in services co-creation : factors that foster and hinder organisational learning about citizens
Magno, Francesca
;
Cassia, Fabio
- In:
Total quality management & business excellence : an …
26
(
2015
)
11/12
,
pp. 1161-1172
Persistent link: https://www.econbiz.de/10011525755
Saved in:
37
A typology of customer variability and employee variability in service industries
Yang, Ching-chow
;
Cheng, Lai-yu
;
Lin, Chiuhsiang Joe
- In:
Total quality management & business excellence : an …
26
(
2015
)
7/8
,
pp. 825-839
Persistent link: https://www.econbiz.de/10011388421
Saved in:
38
Functional form of connections between perceived service quality, customer satisfaction and customer loyalty in the automotive servicing industry
Ažman, Slavko
;
Gomišček, Boštjan
- In:
Total quality management & business excellence : an …
26
(
2015
)
7/8
,
pp. 888-904
Persistent link: https://www.econbiz.de/10011388434
Saved in:
39
Quality of experience : beyond the user experience of smart services
Shin, Dong-hee
- In:
Total quality management & business excellence : an …
26
(
2015
)
7/8
,
pp. 919-932
Persistent link: https://www.econbiz.de/10011388436
Saved in:
40
The effect of corporate social responsibility on brand loyalty : the mediation role of brand image
He, Yuanqiong
;
Lai, Kin Keung
- In:
Total quality management & business excellence : an …
25
(
2014
)
3
,
pp. 249-263
Persistent link: https://www.econbiz.de/10010246006
Saved in:
41
An examination of the effects of quality on customer loyalty : the automobile industry in Taiwan
Chang, Peng-Chan
;
Chuang, Chun-Ling
;
Chuang, Wang-Ching
; …
- In:
Total quality management & business excellence : an …
26
(
2015
)
2
,
pp. 203-217
Persistent link: https://www.econbiz.de/10010477220
Saved in:
42
Technical complaint management from a quality perspective
Linder, A.
;
Schmitt, S.
;
Schmitt, R.
- In:
Total quality management & business excellence : an …
25
(
2014
)
8
,
pp. 865-875
Persistent link: https://www.econbiz.de/10010393803
Saved in:
43
The revitalising effect of ISO 9001 on dissatisfied customers
Petnji Yaya, Luc Honore
;
Marimon, Frederic
;
Casadesús, …
- In:
Total quality management & business excellence : an …
25
(
2014
)
8
,
pp. 856-864
Persistent link: https://www.econbiz.de/10010393804
Saved in:
44
The moderating role of nationality on the satisfaction loyalty link : evidence from the tourism industry
Pantouvakis, Angelos
- In:
Total quality management & business excellence : an …
24
(
2013
)
10
,
pp. 1174-1187
Persistent link: https://www.econbiz.de/10009793740
Saved in:
45
The influence of electronic service quality on loyalty in postal services : the mediating role of satisfaction
Águila-Obra, Ana Rosa del
;
Padilla-Meléndez, Antonio
; …
- In:
Total quality management & business excellence : an …
24
(
2013
)
10
,
pp. 1111-1123
Persistent link: https://www.econbiz.de/10009793746
Saved in:
46
Modelling the relationship among retail atmospherics, service quality, satisfaction and customer behavioural intentions in an emerging economy context
Rajic, Tamara
;
Dado, Jaroslav
- In:
Total quality management & business excellence : an …
24
(
2013
)
9
,
pp. 1096-1110
Persistent link: https://www.econbiz.de/10009793748
Saved in:
47
The mediating role of relational benefit between service quality and customer loyalty in airline industry
Chen, Po-tsang
;
Hu, Hsin-hui
- In:
Total quality management & business excellence : an …
24
(
2013
)
9
,
pp. 1084-1095
Persistent link: https://www.econbiz.de/10009793751
Saved in:
48
Relationship quality in a coproduction context and the moderating effects of relationship orientation
Wu, Shih-hao
;
Huang, Stephen Chi-Tsun
;
Tsai, Ching-yi Daphne
- In:
Total quality management & business excellence : an …
24
(
2013
)
9
,
pp. 1062-1083
Persistent link: https://www.econbiz.de/10009793755
Saved in:
49
Does customer relationship management influence call centre quality performance? : an empirical industry analysis
Abdullateef, Aliyu Olayemi
;
Salniza Md. Salleh
- In:
Total quality management & business excellence : an …
24
(
2013
)
9
,
pp. 1035-1045
Persistent link: https://www.econbiz.de/10009793761
Saved in:
50
An evaluation of customer relationship management in hospital-based and privately run nursing homes in Taiwan
Wang, Mei-ling
- In:
Total quality management & business excellence : an …
24
(
2013
)
9
,
pp. 1004-1021
Persistent link: https://www.econbiz.de/10009793765
Saved in:
1
2
Next
Last
Results per page
10
25
50
100
250
A service of the
zbw
×
Loading...
//-->