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Beziehungsmarketing
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Relationship marketing
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Dienstleistungsqualität
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Customer satisfaction
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Kundenzufriedenheit
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Consumer behaviour
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customer satisfaction
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Effektives Customer Relationship Management : Instrumente - Einführungskonzepte - Organisation
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
Journal of business research : JBR
624
Journal of retailing and consumer services
582
Industrial marketing management : the international journal for industrial and high-tech firms
395
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
184
Journal of the Academy of Marketing Science
164
Journal of strategic marketing
161
International journal of electronic customer relationship management : IJECRM
140
Journal of marketing
124
International journal of contemporary hospitality management
120
Journal of service research : JSR
117
Journal of travel and tourism marketing
115
Journal of hospitality marketing & management
114
The journal of product & brand management
111
Tourism management : research, policies, practice
108
Asia Pacific journal of marketing and logistics
107
Journal of service management
106
Gabler Edition Wissenschaft
102
Journal of retailing
102
The journal of brand management : an international journal
101
Journal of relationship marketing : innovations & enhancements for customer service, relations & satisfaction
99
Marketing intelligence & planning
97
Psychology & marketing
97
European journal of marketing : EJM
95
Services marketing quarterly
90
The international journal of bank marketing : IJBM
85
Cogent business & management
83
Journal of marketing management : MM
82
Service business
80
Journal of interactive marketing : a quarterly publication from the Direct Marketing Educational Foundation
78
International journal of research in marketing : IJRM ; official journal of the European Marketing Academy
72
Journal of financial services marketing : JFSM
70
Business horizons
69
International journal of retail & distribution management
68
European journal of operational research : EJOR
67
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
67
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ECONIS (ZBW)
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1
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:
2
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:
3
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:
4
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:
5
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:
6
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
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7
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
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8
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:
9
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
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10
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
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11
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
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12
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
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13
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
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14
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
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15
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
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16
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
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17
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
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18
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
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19
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
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20
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
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21
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
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22
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
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23
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
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24
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
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25
Grundlagen und Ziele des CRM-Ansatzes
Helmke, Stefan
;
Uebel, Matthias
;
Dangelmaier, Wilhelm
- In:
Effektives Customer Relationship Management : …
,
(pp. 3-20)
.
2017
Persistent link: https://www.econbiz.de/10011599089
Saved in:
26
Best-Practice-Ansätze zur Steuerung im Direktmarketing
Helmke, Stefan
;
Uebel, Matthias
- In:
Effektives Customer Relationship Management : …
,
(pp. 53-75)
.
2017
Persistent link: https://www.econbiz.de/10011599142
Saved in:
27
CRM und Web 2.0
Scherberich, John Uwe
- In:
Effektives Customer Relationship Management : …
,
(pp. 77-96)
.
2017
Persistent link: https://www.econbiz.de/10011599144
Saved in:
28
Vertriebssteuerung durch operative CRM-Systeme : Anwendungsstand und Nutzenpotenziale in der betrieblichen Praxis
Sexauer, Hagen J.
;
Wellner, Marc
- In:
Effektives Customer Relationship Management : …
,
(pp. 99-111)
.
2017
Persistent link: https://www.econbiz.de/10011599146
Saved in:
29
CRM-Bestandsaufnahme und Nutzungsrolle im Querschnitt aktueller Trends und Entwicklungen
Birker, Benjamin
- In:
Effektives Customer Relationship Management : …
,
(pp. 113-130)
.
2017
Persistent link: https://www.econbiz.de/10011599149
Saved in:
30
Vertrauen ist alles - Kundenmanagement im Seminarbereich
Schwarz, Katrin
- In:
Effektives Customer Relationship Management : …
,
(pp. 133-139)
.
2017
Persistent link: https://www.econbiz.de/10011599151
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31
Data Mining im CRM
Hippner, Hajo
;
Wilde, Klaus D.
- In:
Effektives Customer Relationship Management : …
,
(pp. 141-158)
.
2017
Persistent link: https://www.econbiz.de/10011599168
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32
Churn Management - Herausforderungen für den Handel
Papenhoff, Heike
;
Lübke, Karsten
- In:
Effektives Customer Relationship Management : …
,
(pp. 161-170)
.
2017
Persistent link: https://www.econbiz.de/10011599191
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33
Einführung von CRM im Unternehmen
Helmke, Stefan
;
Uebel, Matthias
;
Dangelmaier, Wilhelm
- In:
Effektives Customer Relationship Management : …
,
(pp. 195-205)
.
2017
Persistent link: https://www.econbiz.de/10011599195
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34
Change Management in der Praxis zur Einführung von CRM
Helmke, Stefan
;
Brinker-Helmke, Dörte
;
Uebel, Matthias
- In:
Effektives Customer Relationship Management : …
,
(pp. 207-218)
.
2017
Persistent link: https://www.econbiz.de/10011599197
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35
Systematische Kosten- und Nutzenbewertung für CRM-Systeme
Uebel, Matthias
;
Helmke, Stefan
- In:
Effektives Customer Relationship Management : …
,
(pp. 229-242)
.
2017
Persistent link: https://www.econbiz.de/10011599199
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36
Szenarien, Wargaming und Simulationen als zukunfts- und entscheidungsorientierte Instrumente im Customer Relationship Management
Stoffels, Mario
- In:
Effektives Customer Relationship Management : …
,
(pp. 243-257)
.
2017
Persistent link: https://www.econbiz.de/10011599200
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37
CRM in der Praxis - die Auswahl des passenden CRM ist gar nicht so einfach
Midderhoff, Sarah
- In:
Effektives Customer Relationship Management : …
,
(pp. 259-277)
.
2017
Persistent link: https://www.econbiz.de/10011599202
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38
Trade Marketing
Bollers, Andrea
- In:
Effektives Customer Relationship Management : …
,
(pp. 279-291)
.
2017
Persistent link: https://www.econbiz.de/10011599203
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39
Unternehmensübergreifende Planung als Schnittstelle zwischen CRM und SCM
Busch, Axel
;
Langemann, Timo
- In:
Effektives Customer Relationship Management : …
,
(pp. 293-306)
.
2017
Persistent link: https://www.econbiz.de/10011599206
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40
Cross-Buying-Effekte in Multi-Partner-Bonusprogrammen
Rese, Mario
;
Papenhoff, Heike
;
Wilke, Annika
- In:
Effektives Customer Relationship Management : …
,
(pp. 307-319)
.
2017
Persistent link: https://www.econbiz.de/10011599210
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41
Serviceorientiertes Controllingsystem als Basis für unternehmensinternes CRM
Frischkorn, Rainer
- In:
Effektives Customer Relationship Management : …
,
(pp. 321-333)
.
2017
Persistent link: https://www.econbiz.de/10011599212
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42
Forcierung von CRM durch spielerische Weiterbildung
Wunsch, Tobias
;
Helmke, Stefan
;
Uebel, Matthias
- In:
Effektives Customer Relationship Management : …
,
(pp. 335-341)
.
2017
Persistent link: https://www.econbiz.de/10011599216
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43
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
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44
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
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45
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
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46
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
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47
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
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48
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
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49
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
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50
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
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