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~isPartOf:"Journal of the Academy of Marketing Science"
~subject:"Service quality"
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Search: subject_exact:"Customer relationship management"
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Service quality
Beziehungsmarketing
164
Relationship marketing
164
Consumer behaviour
76
Konsumentenverhalten
76
Customer satisfaction
33
Kundenzufriedenheit
33
Lieferantenmanagement
24
Supplier relationship management
24
Dienstleistungsqualität
22
Salespeople
20
Verkaufspersonal
20
Customer value
17
Kundenwert
17
Marketing management
16
Marketingmanagement
16
Customer integration
13
Internet marketing
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Kundenintegration
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Online-Marketing
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Social Web
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Social web
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Firm performance
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USA
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United States
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Unternehmenserfolg
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Brand management
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Kundenbindungsprogramm
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Loyalty program
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Markenführung
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Marketing theory
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Marketingtheorie
11
Brand image
10
Customer engagement
10
Einzelhandel
10
Markenimage
10
Retail trade
10
B-to-B-Marketing
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22
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Grégoire, Yany
2
Kumar, V.
2
Sesé, F. Javier
2
Voorhees, Clay M.
2
Allen, Alexis M.
1
Aurier, Philippe
1
Baker, Julie
1
Bansal, Harvir S.
1
Bhagwat, Yashoda
1
Bilstein, Nicola
1
Bolton, Ruth N.
1
Borah, Sourav Bikash
1
Brady, Michael K.
1
Brocato, E. Deanne
1
Chan, Kimmy Wa
1
Chen, Rocky Peng
1
Davis-Sramek, Beth
1
Dong, Beibei
1
Droge, Cornelia
1
Du, Jiangang
1
Falk, Tomas
1
Fan, Xiucheng
1
Feng, Tianjun
1
Fisher, Robert J.
1
Foo, Maw Der
1
Gao, Lily
1
Ghadami, Fateme
1
Gustafsson, Anders
1
Haan, Evert de
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Handrich, Matthias
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Heidenreich, Sven
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Keeling, Debbie Isobel
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Journal of the Academy of Marketing Science
Journal of retailing and consumer services
180
International journal of hospitality management
116
Journal of business research : JBR
103
The journal of services marketing
96
The service industries journal
74
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
56
Journal of hospitality marketing & management
54
Services marketing quarterly
50
Journal of service research : JSR
47
International journal of contemporary hospitality management
46
Journal of travel and tourism marketing
43
Service business
42
Journal of service management
37
The TQM journal : the international review of organizational improvement
29
Tourism management : research, policies, practice
29
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
27
Cogent business & management
26
Journal of service research
26
Journal of strategic marketing
26
Industrial marketing management : the international journal for industrial and high-tech firms
25
The international journal of bank marketing : IJBM
25
International journal of quality and service sciences
23
Asia Pacific journal of marketing and logistics
22
International journal of services and operations management
21
Journal of air transport management
21
Managing service quality : MSQ ; an international journal
21
Marketing intelligence & planning
20
Total quality management & business excellence
20
International journal of services, economics and management
19
International journal of electronic customer relationship management : IJECRM
18
International journal of productivity and quality management : IJPQM
18
Psychology & marketing
18
International journal of quality & reliability management
17
Journal of marketing
16
Journal of relationship marketing : innovations and enhancements for customer service, relations, and satisfaction
16
Journal of service theory and practice : JSTP
16
European journal of marketing : EJM
15
Journal of Asian finance, economics and business : JAFEB
15
Journal of relationship marketing : innovations & enhancements for customer service, relations & satisfaction
15
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ECONIS (ZBW)
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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
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:
6
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:
7
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:
8
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:
9
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
Saved in:
10
Customer participation in services : domain, scope, and boundaries
Dong, Beibei
;
Sivakumar, K.
- In:
Journal of the Academy of Marketing Science
45
(
2017
)
6
,
pp. 944-965
Persistent link: https://www.econbiz.de/10011779550
Saved in:
11
Frontline employees' nonverbal cues in service encounters : a double-edged sword
Lim, Elison Ai Ching
;
Lee, Yih Hwai
;
Foo, Maw Der
- In:
Journal of the Academy of Marketing Science
45
(
2017
)
5
,
pp. 657-676
Persistent link: https://www.econbiz.de/10011772291
Saved in:
12
Hurting or helping? The effect of service agents' workplace ostracism on customer service perceptions
Wan, Echo Wen
;
Chan, Kimmy Wa
;
Chen, Rocky Peng
- In:
Journal of the Academy of Marketing Science
44
(
2016
)
6
,
pp. 746-769
Persistent link: https://www.econbiz.de/10011614103
Saved in:
13
Creating consumer attachment to retail service firms through sense of place
Brocato, E. Deanne
;
Baker, Julie
;
Voorhees, Clay M.
- In:
Journal of the Academy of Marketing Science
43
(
2015
)
2
,
pp. 200-220
Persistent link: https://www.econbiz.de/10010504690
Saved in:
14
Don't try harder : using customer inoculation to build resistance against service failures
Mikolon, Sven
;
Quaiser, Benjamin
;
Wieseke, Jan
- In:
Journal of the Academy of Marketing Science
43
(
2015
)
4
,
pp. 512-527
Persistent link: https://www.econbiz.de/10011306301
Saved in:
15
One firm’s loss is another’s gain : capitalizing on other firms’ service failures
Allen, Alexis M.
;
Brady, Michael K.
;
Robinson, Stacey G.
; …
- In:
Journal of the Academy of Marketing Science
43
(
2015
)
5
,
pp. 648-662
Persistent link: https://www.econbiz.de/10011340264
Saved in:
16
The dark side of customer co-creation : exploring the consequences of failed co-created services
Heidenreich, Sven
;
Wittkowski, Kristina
;
Handrich, Matthias
- In:
Journal of the Academy of Marketing Science
43
(
2015
)
3
,
pp. 279-296
Persistent link: https://www.econbiz.de/10011287133
Saved in:
17
Multiple emotional contagions in service encounters
Du, Jiangang
;
Fan, Xiucheng
;
Feng, Tianjun
- In:
Journal of the Academy of Marketing Science
39
(
2011
)
3
,
pp. 449-466
Persistent link: https://www.econbiz.de/10009295483
Saved in:
18
The differing and mediating roles of trust and relationship commitment in service relationship maintenance and development
Aurier, Philippe
;
N'Goala, Gilles
- In:
Journal of the Academy of Marketing Science
38
(
2010
)
3
,
pp. 303-325
Persistent link: https://www.econbiz.de/10003986393
Saved in:
19
Customer-directed selling behaviors and performance : a comparison of existing perspectives
Plouffle, Christopher R.
;
Hulland, John
;
Wachner, Trent
- In:
Journal of the Academy of Marketing Science
37
(
2009
)
4
,
pp. 422-439
Persistent link: https://www.econbiz.de/10003926572
Saved in:
20
Creating commitment and loyality behaviour among retailers : what are the roles of service quality and satification?
Davis-Sramek, Beth
;
Droge, Cornelia
;
Mentzer, John T.
; …
- In:
Journal of the Academy of Marketing Science
37
(
2009
)
4
,
pp. 440-454
Persistent link: https://www.econbiz.de/10003926593
Saved in:
21
Commitment to a friend, a service provider, or a service company : are they distictions worth making?
Jones, Tim
;
Taylor, Shirley F.
;
Bansal, Harvir S.
- In:
Journal of the Academy of Marketing Science
36
(
2008
)
4
,
pp. 473-487
Persistent link: https://www.econbiz.de/10003800575
Saved in:
22
Customer betrayal and retaliation : when your best customers become your worst enemies
Grégoire, Yany
;
Fisher, Robert J.
- In:
Journal of the Academy of Marketing Science
36
(
2008
)
2
,
pp. 247-261
Persistent link: https://www.econbiz.de/10003725646
Saved in:
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