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~isPartOf:"Journal of the Academy of Marketing Science"
~subject:"Service quality"
~subject:"Firm performance"
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Service quality
Firm performance
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
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Marketingmanagement
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Customer integration
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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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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
11
Markenführung
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Marketing theory
11
Marketingtheorie
11
Brand image
10
Customer engagement
10
Einzelhandel
10
Markenimage
10
Retail trade
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B-to-B-Marketing
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Business-to-business marketing
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English
34
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Kumar, V.
3
Grégoire, Yany
2
Sesé, F. Javier
2
Voorhees, Clay M.
2
Allen, Alexis M.
1
Arnold, Mark J.
1
Aurier, Philippe
1
Babin, Barry J.
1
Baker, Julie
1
Bansal, Harvir S.
1
Belli, Alex
1
Bhagwat, Yashoda
1
Bhargava, Mukesh
1
Bilstein, Nicola
1
Bolton, Ruth N.
1
Borah, Sourav Bikash
1
Brady, Michael K.
1
Brocato, E. Deanne
1
Bush, Victoria D.
1
Carlson, Brad D.
1
Carrillat, François A.
1
Chan, Kimmy Wa
1
Chen, Rocky Peng
1
Crecelius, Andrew T.
1
Davis-Sramek, Beth
1
Dong, Beibei
1
Droge, Cornelia
1
Du, Jiangang
1
Ernst, Holger
1
Falk, Tomas
1
Fan, Xiucheng
1
Feng, Tianjun
1
Fisher, Robert J.
1
Folse, Judith Anne Garretson
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Foo, Maw Der
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Gao, Lily
1
Ghadami, Fateme
1
Grantham, Kimberly D.
1
Gustafsson, Anders
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Journal of the Academy of Marketing Science
Journal of retailing and consumer services
183
Journal of business research : JBR
130
International journal of hospitality management
120
The journal of services marketing
96
The service industries journal
78
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
58
Industrial marketing management : the international journal for industrial and high-tech firms
57
Journal of hospitality marketing & management
54
Services marketing quarterly
52
Journal of service research : JSR
50
International journal of contemporary hospitality management
47
Journal of travel and tourism marketing
43
Service business
42
Journal of service management
38
Cogent business & management
35
Journal of strategic marketing
33
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
28
The journal of business & industrial marketing
27
Asia Pacific journal of marketing and logistics
26
Journal of service research
26
International journal of electronic customer relationship management : IJECRM
25
The international journal of bank marketing : IJBM
25
International journal of quality and service sciences
24
Marketing intelligence & planning
23
International journal of services and operations management
21
Journal of air transport management
21
Managing service quality : MSQ ; an international journal
21
Total quality management & business excellence
21
Journal of marketing
20
International journal of services, economics and management
19
European journal of marketing : EJM
18
International journal of productivity and quality management : IJPQM
18
International journal of quality & reliability management
18
Psychology & marketing
18
Journal of retailing
17
Journal of Asian finance, economics and business : JAFEB
16
Journal of relationship marketing : innovations & enhancements for customer service, relations & satisfaction
16
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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
40 years of loyalty programs : how effective are they? : generalizations from a meta-analysis
Belli, Alex
;
O'Rourke, Anne-Maree
;
Carrillat, François A.
- In:
Journal of the Academy of Marketing Science
50
(
2022
)
1
,
pp. 147-173
Persistent link: https://www.econbiz.de/10012819749
Saved in:
4
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:
5
The interplay between business and personal trust on relationship performance in conditions of market turbulence
Mangus, Stephanie M.
;
Jones, Eli
;
Folse, Judith Anne …
- In:
Journal of the Academy of Marketing Science
48
(
2020
)
6
,
pp. 1138-1155
Persistent link: https://www.econbiz.de/10012386878
Saved in:
6
Customer engagement in social media : a framework and meta-analysis
Santini, Fernando de Oliveira
;
Ladeira, Wagner Junior
; …
- In:
Journal of the Academy of Marketing Science
48
(
2020
)
6
,
pp. 1211-1228
Persistent link: https://www.econbiz.de/10012386915
Saved in:
7
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:
8
Effects of channel members' customer-centric structures on supplier performance
Crecelius, Andrew T.
;
Lawrence, Justin M.
;
Lee, Ju-Yeon
; …
- In:
Journal of the Academy of Marketing Science
47
(
2019
)
1
,
pp. 56-75
Persistent link: https://www.econbiz.de/10011996685
Saved in:
9
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:
10
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:
11
Customer engagement : the construct, antecedents, and consequences
Pansari, Anita
;
Kumar, V.
- In:
Journal of the Academy of Marketing Science
45
(
2017
)
3
,
pp. 294-311
Persistent link: https://www.econbiz.de/10011684964
Saved in:
12
Toward a theory of customer engagement marketing
Harmeling, Colleen M.
;
Moffett, Jordan W.
;
Arnold, Mark J.
- In:
Journal of the Academy of Marketing Science
45
(
2017
)
3
,
pp. 312-335
Persistent link: https://www.econbiz.de/10011684966
Saved in:
13
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:
14
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:
15
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:
16
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:
17
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:
18
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:
19
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:
20
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:
21
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:
22
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:
23
Overcoming the "recency trap" in customer relationship management
Neslin, Scott A.
;
Taylor, Gail Ayala
;
Grantham, Kimberly D.
- In:
Journal of the Academy of Marketing Science
41
(
2013
)
3
,
pp. 320-337
Persistent link: https://www.econbiz.de/10009747845
Saved in:
24
Customer relationship management and company performance : the mediating role of new product performance
Ernst, Holger
;
Hoyer, Wayne D.
;
Krafft, Manfred
; …
- In:
Journal of the Academy of Marketing Science
39
(
2011
)
2
,
pp. 290-306
Persistent link: https://www.econbiz.de/10009124106
Saved in:
25
Improving customer-focused marketing capabilities and firm financial performance via marketing exploration and exploitation
Vorhies, Douglas W.
;
Orr, Linda M.
;
Bush, Victoria D.
- In:
Journal of the Academy of Marketing Science
39
(
2011
)
5
,
pp. 736-756
Persistent link: https://www.econbiz.de/10009381725
Saved in:
26
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:
27
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:
28
Customer relationship management and firm performance : the mediating role of business strategy
Reimann, Martin
;
Schilke, Oliver
;
Thomas, Jacquelyn S.
- In:
Journal of the Academy of Marketing Science
38
(
2010
)
3
,
pp. 326-346
Persistent link: https://www.econbiz.de/10003986395
Saved in:
29
Market-based capabilities and financial performance of firms : insights into marketing's contribution to firm value
Ramaswami, Sridhar N.
;
Srivastava, Rajendra Krishan
; …
- In:
Journal of the Academy of Marketing Science
37
(
2009
)
2
,
pp. 97-116
Persistent link: https://www.econbiz.de/10003850890
Saved in:
30
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:
31
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:
32
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:
33
The moderating role of institutional networking in the customer orientation-trust/commitment-performance causal chain in China
Luo, Xueming
;
Hsu, Maxwell K.
;
Liu, Sandra S.
- In:
Journal of the Academy of Marketing Science
36
(
2008
)
2
,
pp. 202-214
Persistent link: https://www.econbiz.de/10003725640
Saved in:
34
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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