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Search: subject_exact:"Kundendienst"
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Customer service
2,987
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2,987
Beziehungsmarketing
1,123
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1,114
Dienstleistungsqualität
1,097
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1,094
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967
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962
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740
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737
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402
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391
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378
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341
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187
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145
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130
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125
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125
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117
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117
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116
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Stauss, Bernd
19
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14
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11
Wirtz, Jochen
11
Mattila, Anna S.
10
Edvardsson, Bo
9
Fellmann, Michael
9
Gustafsson, Anders
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
Bowen, David E.
7
Cook, Sarah
7
Fassott, Georg
7
Gelbrich, Katja
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
Zemke, Ron
7
Beatty, Sharon E.
6
Berry, Leonard L.
6
Bruhn, Manfred
6
Collier, Joel E.
6
Dangelmaier, Wilhelm
6
Dixon, Matthew
6
Ellinger, Alexander E.
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6
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6
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5
Excellence-in-Service-Konferenz <6., 2016, Koblenz>
3
Harvard Graduate School of Business Administration
3
Institut für Technik der Betriebsführung
3
Verlag Dr. Kovač
3
Europäische Kommission
2
Fördergesellschaft Marketing an der Universität Augsburg
2
IGI Global
2
Institut für Technik der Betriebsführung im Handwerk
2
International Union of Producers and Distributors of Electrical Energy
2
Kundendienstverband Deutschland
2
National Bureau of Economic Research
2
National Consumer Council
2
Nomos Verlagsgesellschaft
2
RWTH Aachen
2
Shaker Verlag
2
St. Galler Business School
2
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2
Vivento-Customer-Services <Bonn>
2
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1
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1
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1
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1
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1
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1
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1
Duncker & Humblot
1
ESCP-EAP European School of Management
1
Eastman Kodak Company
1
Eberhard Karls Universität Tübingen
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
57
SpringerLink / Bücher
42
Journal of service research : JSR
36
The service industries journal
33
Journal of service management
30
Journal of service research
24
International journal of contemporary hospitality management
23
Psychology & marketing
20
Services marketing quarterly
20
International journal of services and operations management
19
Europäische Hochschulschriften / 5
18
Springer eBook Collection / Business and Economics
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
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
International journal of quality and service sciences
13
Journal of service theory and practice
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 operations & production management : IJOPM ; the official journal of the European Operations Management Association, EUROMA
11
International journal of production economics
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
Tourism management : research, policies, practice
11
Business horizons
10
European journal of marketing : EJM
10
Hybride Wertschöpfung : mobile Anwendungssysteme für effiziente Dienstleistungsprozesse im technischen Kundendienst
10
International journal of business and economics
10
Management science : journal of the Institute for Operations Research and the Management Sciences
10
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ECONIS (ZBW)
3,078
USB Cologne (EcoSocSci)
255
EconStor
11
USB Cologne (business full texts)
6
OLC EcoSci
3
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1751
Rethinking service recovery : a customer empowerment (CE) perspective
Pranic, Ljudevit
;
Roehl, Wesley S.
- In:
Journal of business economics and management
13
(
2012
)
2
,
pp. 242-260
Persistent link: https://www.econbiz.de/10009536797
Saved in:
1752
What is professional attire today? : a conjoint analysis of personal presentation attributes
Ruetzler, Tanya
;
Taylor, Jim
;
Reynolds, Dennis
;
Baker, …
- In:
International journal of hospitality management
31
(
2012
)
3
,
pp. 937-943
Persistent link: https://www.econbiz.de/10009544273
Saved in:
1753
Complaint management excellence : creating customer loyalty through service recovery
Cook, Sarah
-
2012
Persistent link: https://www.econbiz.de/10009544445
Saved in:
1754
@ your service : how to attract new customers, increase sales, and grow your business using simple customer service techniques
Eliason, Frank
-
2012
"A guide to refocusing your business on those who matter most: customers and employees.Technology and social media tools have made it easier than ever for companies to communicate with consumers. They can listen and join in on conversations, solve problems, get instant feedback about their...
Persistent link: https://www.econbiz.de/10009544902
Saved in:
1755
Post-purchase cognitive dissonance - evidence from the mobile phone market
Graff, Jens
;
Sophonthummapharn, Kittipong
;
Parida, Vinit
- In:
International journal of technology marketing : IJTMkt
7
(
2012
)
1
,
pp. 32-46
Persistent link: https://www.econbiz.de/10009545444
Saved in:
1756
Managing international supply : the balance between total costs and customer service
Bygballe, Lena E.
;
Bø, Eirill
;
Grønland, Stein Erik
- In:
Industrial marketing management : the international …
41
(
2012
)
3
,
pp. 394-401
Persistent link: https://www.econbiz.de/10009546643
Saved in:
1757
The problem-solving service worker : appraisal mechanisms and positive affective experiences during customer interactions
Kiffin-Petersen, Sandra
;
Murphy, Steven A.
;
Soutar, …
- In:
Human relations
65
(
2012
)
9
,
pp. 1179-1206
Persistent link: https://www.econbiz.de/10009655835
Saved in:
1758
Does the Web reduce customer service cost? : empirical evidence from a call center
Kumar, Anuj
;
Telang, Rahul
- In:
Information systems research : ISR
23
(
2012
)
3/1/2
,
pp. 721-737
Persistent link: https://www.econbiz.de/10009656043
Saved in:
1759
Customer satisfaction with complaint resolution in the power sector in a developing economy
Andaleeb, Syed S.
;
Sadrul Huda, S. S. M.
;
Akhtar, Afsana
; …
- In:
Journal of nonprofit & public sector marketing
24
(
2012
)
3
,
pp. 181-201
Persistent link: https://www.econbiz.de/10009657706
Saved in:
1760
Logistics performance, customer satisfaction, and share of business : a comparison of primary and secondary suppliers
Leuschner, Rudolf
;
Lambert, Douglas M.
;
Knemeyer, A. Michael
- In:
Journal of business logistics : JBL
33
(
2012
)
3
,
pp. 210-226
Persistent link: https://www.econbiz.de/10009657738
Saved in:
1761
An empirical model of customer service quality and customer loyalty in an international electronics company
Abu-ELSamen, Amjad A.
;
Akroush, Mamoun N.
;
AL-Sayed, …
- In:
International journal of electronic business
10
(
2012
)
1
,
pp. 39-63
Persistent link: https://www.econbiz.de/10009658700
Saved in:
1762
Customer service in an emerging market (UAE)
Al Mehairbi, Rawdha Khamis
;
Cader, Yoosuf
- In:
Customer-centric knowledge management : concepts and …
,
(pp. 189-201)
.
2012
Persistent link: https://www.econbiz.de/10009312462
Saved in:
1763
The customer experience edge : technology and techniques for delivering an enduring, profitable, and positive experience to your customers
Soudagar, Reza
;
Iyer, Vinay
;
Hildebrand, Volker G.
-
2012
-
1st ed
Persistent link: https://www.econbiz.de/10009406954
Saved in:
1764
Mit Web 2.0 Kundenbeziehungen verbessern
Gora, Walter
;
Seifert, Sigurd
- In:
Informationsmanagement 2.0 : neue Geschäftsmodelle und …
,
(pp. 445-475)
.
2012
Persistent link: https://www.econbiz.de/10009408376
Saved in:
1765
A quality function depolyment application using qualitative and quantitative analysis in after sales services
Pakdil, Fatma
;
Işın, Feride Bahar
;
Genç, Hande
- In:
Total quality management & business excellence : an …
23
(
2012
)
12
,
pp. 1397-1411
Persistent link: https://www.econbiz.de/10009687472
Saved in:
1766
4 ways to reinvent service delivery
Ramdas, Kamalini
;
Teisberg, Elizabeth
;
Tucker, Amy L.
- In:
Harvard business review : HBR
90
(
2012
)
12
,
pp. 98-106
Persistent link: https://www.econbiz.de/10009688852
Saved in:
1767
Externe Call Center Agents als Luxusmarkenbotschafter am Telefon und in Sozialen Netzwerken
König, Verena
- In:
Identitätsbasierte Luxusmarkenführung : Grundlagen - …
,
(pp. 259-276)
.
2012
Persistent link: https://www.econbiz.de/10009690080
Saved in:
1768
Einfluss von After-Sales-Service Determinanten auf die Markenloyalität im Premiumautomobilsektor : eine empirische Analyse in drei Märkten
Hünecke, Paul
-
2012
-
1. Aufl.
Persistent link: https://www.econbiz.de/10009691288
Saved in:
1769
Measuring e-service quality in the context of service sites
Fernández Sabiote, Estela
;
Román, Sergio
- In:
International journal of electronic marketing and …
5
(
2012
)
2
,
pp. 156-172
Persistent link: https://www.econbiz.de/10009699806
Saved in:
1770
Antecedents and outcomes of service recovery satisfaction in telecommunications in Croatia along with the role of image and perceived switching costs
Nefat, Ariana
;
Benazić, Dragan
;
Alerić, Dražen
- In:
Economic research
25
(
2012
)
4
,
pp. 1051-1066
Persistent link: https://www.econbiz.de/10009706496
Saved in:
1771
How retailers' recommendation and return policies alter product evaluations
Kim, Junyong
;
Wansink, Brian
- In:
Journal of retailing
88
(
2012
)
4
,
pp. 528-541
Persistent link: https://www.econbiz.de/10009707072
Saved in:
1772
Risk evaluation of group package tour service failures that result in third-party complaints
Chang, Dong-shang
;
Chung, Jenq-hann
- In:
Journal of travel and tourism marketing
29
(
2012
)
7/8
,
pp. 817-834
Persistent link: https://www.econbiz.de/10009710991
Saved in:
1773
The effect of technology readiness on customers' attitudes toward self-service technology and its adoption : the empirical study of U. S. airline self-service check-in kiosks
Lee, Woojin
;
Castellanos, Cassandra
;
Choi, H. S. Chris
- In:
Journal of travel and tourism marketing
29
(
2012
)
7/8
,
pp. 731-743
Persistent link: https://www.econbiz.de/10009711005
Saved in:
1774
Customer behaving badly!
Ang, Lawrence
;
Koslow, Scott
- In:
Advances in industrial and labor relations
19
(
2012
),
pp. 181-207
Persistent link: https://www.econbiz.de/10009746039
Saved in:
1775
Customer service work and the aesthetics of resistance
Barnes, Alison
- In:
Advances in industrial and labor relations
19
(
2012
),
pp. 161-179
Persistent link: https://www.econbiz.de/10009746041
Saved in:
1776
Customer service : skills for success
Lucas, Robert W.
-
2012
-
5th ed
Persistent link: https://www.econbiz.de/10009155736
Saved in:
1777
An experimental investigation of regulatory orientation and post-choice regret in online product selection
Church, E. Mitchell
;
Iyer, Lakshmi S.
- In:
Journal of electronic commerce research : JECR
13
(
2012
)
4
,
pp. 289-304
Persistent link: https://www.econbiz.de/10009728090
Saved in:
1778
Effect of personalization on the perceived usefulness of online customer services : a dual-core theory
Liang, Ting-Peng
;
Cheng, Hsin-Yi
;
Du, Timon C.
;
Turban, …
- In:
Journal of electronic commerce research : JECR
13
(
2012
)
4
,
pp. 275-288
Persistent link: https://www.econbiz.de/10009728093
Saved in:
1779
Lean-Service : ein ganzheitlicher Ansatz für die Erbringung industrieller Dienstleistungen
Tonn, Karsten
-
2012
Persistent link: https://www.econbiz.de/10009728930
Saved in:
1780
How can stressed employees deliver better customer service? : the underlying self-regulation depletion mechanism
Chan, Kimmy Wa
;
Wan, Echo Wen
- In:
Journal of marketing
76
(
2012
)
1
,
pp. 119-137
Persistent link: https://www.econbiz.de/10009729585
Saved in:
1781
Applied the grounded theory and IPA to explore the success factors of after-sales service
Koh, Toong Chinn
;
Lee, Tzong-ru
;
Dadura, Agnieszka M.
- In:
International journal of enterprise network management
5
(
2012
)
4
,
pp. 381-401
Persistent link: https://www.econbiz.de/10009731015
Saved in:
1782
The effects of total quality management on customer service management in the Nigerian banking industry : an empirical analysis
Awolusi
;
Dele, Olawumi
- In:
International journal of applied business and economic …
10
(
2012
)
2
,
pp. 327-351
Persistent link: https://www.econbiz.de/10009731686
Saved in:
1783
Die Helden vom "Taj"-Hotel
Deshpandé, Rohit
;
Raina, Anjali
- In:
Harvard-Business-Manager : das Wissen der Besten
34
(
2012
)
4
,
pp. 64-72
Persistent link: https://www.econbiz.de/10009514414
Saved in:
1784
Prioritizing service attributes for quality up-gradation of Indian railway stations
Gupta, Sumana
;
Datta, Rabindranath
- In:
The TQM journal : the international review of …
24
(
2012
)
2
,
pp. 167-180
Persistent link: https://www.econbiz.de/10009514451
Saved in:
1785
Erfolgsfaktoren des Aftersales Service im Investitionsgütermarketing : eine Analyse am Beispiel deutscher Offsetdruckmaschinenhersteller
Sass, Björn
-
2012
-
1. Aufl.
Persistent link: https://www.econbiz.de/10009516025
Saved in:
1786
Customer retention programs of CRM and customer retention in e-banking
Nili, Alireza
;
Keramati, Abbas
- In:
International journal of e-entrepreneurship and …
3
(
2012
)
1
,
pp. 18-32
Persistent link: https://www.econbiz.de/10009521492
Saved in:
1787
An evaluation of the use of competencies in human resource development : a historical and contemporary recontextualisation
Stokes, Peter
;
Oiry, Ewan
- In:
EuroMed journal of business
7
(
2012
)
1
,
pp. 4-23
Persistent link: https://www.econbiz.de/10009564333
Saved in:
1788
Performance effects of IT capability, service process innovation, and the mediating role of customer service
Chen, Ja-shen
;
Tsou, Hung Tai
- In:
Journal of engineering and technology management : JET-M
29
(
2012
)
1
,
pp. 71-94
Persistent link: https://www.econbiz.de/10009565813
Saved in:
1789
Services engineering : design and pricing of service features
Gallego, Guillermo
;
Stefanescu-Cuntze, Catalina
- In:
The Oxford handbook of pricing management
,
(pp. 713-737)
.
2012
Persistent link: https://www.econbiz.de/10009566440
Saved in:
1790
Reducing burnout and enhancing job satisfaction : critical role of hotel employees' emotional intelligence and emotional labor
Lee, JungHoon
;
Ok, Chihyung
- In:
International journal of hospitality management
31
(
2012
)
4
,
pp. 1101-1112
Persistent link: https://www.econbiz.de/10009566991
Saved in:
1791
Effects of organizational learning mechanisms on organizational performance and shared mental models during planned change
Ellis, Shmuel
;
Margalit, Daniella
;
Segev, Eli
- In:
Knowledge and process management : the journal of …
19
(
2012
)
2
,
pp. 91-102
Persistent link: https://www.econbiz.de/10009567682
Saved in:
1792
Family allowances as reverse retail discrimination
Rosenbaum, Mark S.
;
Walsh, Gianfranco
;
Wozniak, Richard
- In:
International journal of retail & distribution management
40
(
2012
)
5
,
pp. 342-359
Persistent link: https://www.econbiz.de/10009568099
Saved in:
1793
Predicting negative consumer reactions to services offshoring
Thelen, Shawn T.
;
Shapiro, Terri
- In:
The journal of services marketing
26
(
2012
)
3
,
pp. 181-193
Persistent link: https://www.econbiz.de/10009568245
Saved in:
1794
Challenges in last-mile e-grocery urban distribution : have new B2C trends a positive impact on the environment?
González-Feliu, Jesús
;
Durand, Bruno
;
Andriankaja, Dina
- In:
Environmental issues in supply chain management : new …
,
(pp. 251-266)
.
2012
Persistent link: https://www.econbiz.de/10009569533
Saved in:
1795
The impact of business process reengineering on the management of customer services : an empirical study among Nigerian banks
Awolusi, Olawumi Dele
- In:
International journal of logistics economics and …
4
(
2012
)
3
,
pp. 137-149
Persistent link: https://www.econbiz.de/10009674695
Saved in:
1796
The effectiveness of online shopping characteristics and well-designed websites on satisfaction
Luo, Jifeng
;
Ba, Sulin
;
Zhang, Han
- In:
Management information systems : mis quarterly
36
(
2012
)
4
,
pp. 1131-1144
Persistent link: https://www.econbiz.de/10009680775
Saved in:
1797
Strategische Reorganisation der After-Sales-Logistik eines Automobilherstellers
Bechtle, Christian P.
- In:
Fallstudien in der Logistik : Praxisbeispiele aus …
,
(pp. 113-124)
.
2012
Persistent link: https://www.econbiz.de/10009683391
Saved in:
1798
Pricing behaviour in holiday purchasing decisions
Lord, Damian
;
Yeoman, Ian
- In:
Journal of revenue and pricing management
11
(
2012
)
6
,
pp. 673-677
Persistent link: https://www.econbiz.de/10009683468
Saved in:
1799
Service recovery: a method for assessing performance
Battaglia, Daniel
;
Borchardt, Miriam
;
Sellitto, Afonso
; …
- In:
Business process management journal
18
(
2012
)
6
,
pp. 949-963
Persistent link: https://www.econbiz.de/10009684773
Saved in:
1800
Engagement and disengagement in online service failure : contrasting problem and emotional coping effects
Goode, Sigi
- In:
Journal of internet commerce
11
(
2012
)
1/4
,
pp. 226-253
Persistent link: https://www.econbiz.de/10009703936
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