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person:"Baumbach, Michael"
~person:"Sirianni, Nancy J."
~person:"Ellinger, Alexander E."
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Search: subject_exact:"Nachkaufmarketing"
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Customer service
15
Kundenservice
15
Dienstleistungsqualität
7
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7
Beziehungsmarketing
6
Customer satisfaction
6
Kundenzufriedenheit
6
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6
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Baumbach, Michael
Sirianni, Nancy J.
Ellinger, Alexander E.
Stauss, Bernd
19
Thomas, Oliver
14
Pepels, Werner
13
Mattila, Anna S.
10
Wirtz, Jochen
10
Edvardsson, Bo
9
Fellmann, Michael
9
Gelbrich, Katja
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
Fassott, Georg
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
Beatty, Sharon E.
6
Bowen, David E.
6
Collier, Joel E.
6
Dangelmaier, Wilhelm
6
Dixon, Matthew
6
Gierl, Heribert
6
Gremler, Dwayne D.
6
Groth, Markus
6
Gruber, Thorsten
6
Luczak, Holger
6
Medler-Liraz, Hana
6
Ruyter, Ko de
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Journal of marketing
2
The journal of services marketing
2
Journal of business logistics : JBL
1
Journal of business research : JBR
1
Journal of consumer research : JCR ; an interdisciplinary bimonthly
1
Journal of service management
1
Journal of service research : JSR
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Journal of service theory and practice : JSTP
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Pocket-Power
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ECONIS (ZBW)
16
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1
Alleviating job stress to improve service employee work affect : the influence of rewarding
Elmadağ Baş, Ayşe Banu
;
Ellinger, Alexander E.
- In:
Service business
12
(
2018
)
1
,
pp. 121-141
Persistent link: https://www.econbiz.de/10011915029
Saved in:
2
Employing proactive interaction for service failure prevention to improve customer service experiences
Shin, Hyunju
;
Ellinger, Alexander E.
;
Mothersbaugh, David L.
- In:
Journal of service theory and practice : JSTP
27
(
2017
)
1
,
pp. 164-186
Persistent link: https://www.econbiz.de/10011602742
Saved in:
3
"Service Encounter 2.0" : an investigation into the roles of technology, employees and customers
Larivière, Bart
;
Bowen, David E.
;
Andreassen, Tor W.
; …
- In:
Journal of business research : JBR
79
(
2017
),
pp. 238-246
Persistent link: https://www.econbiz.de/10011745302
Saved in:
4
Emotional convergence in service relationships : the shared frontline experience of customers and employees
Zablah, Alex R.
;
Sirianni, Nancy J.
;
Korschun, Daniel
; …
- In:
Journal of service research : JSR
20
(
2017
)
1
,
pp. 76-90
Persistent link: https://www.econbiz.de/10011648260
Saved in:
5
Conducting service research that matters
Gustafsson, Anders
;
Aksoy, Lerzan
;
Brady, Michael K.
; …
- In:
The journal of services marketing
29
(
2015
)
6/7
,
pp. 425-429
Persistent link: https://www.econbiz.de/10011418248
Saved in:
6
Small details that marke big differences : a radical approach to consumption experience as a firm's differentiating strategy
Bolton, Ruth N.
;
Gustafsson, Anders
;
McColl-Kennedy, …
- In:
Journal of service management
25
(
2014
)
2
,
pp. 253-274
Persistent link: https://www.econbiz.de/10010343471
Saved in:
7
Touch versus tech : when technology functions as a barrier or a benefit to service encounters
Giebelhausen, Michael
;
Robinson, Stacey G.
;
Sirianni, …
- In:
Journal of marketing
78
(
2014
)
4
,
pp. 113-124
Persistent link: https://www.econbiz.de/10010381381
Saved in:
8
The effect of implicit service guarantees on business performance
Shin, Hyunju
;
Ellinger, Alexander E.
- In:
The journal of services marketing
27
(
2013
)
6
,
pp. 431-442
Persistent link: https://www.econbiz.de/10010198222
Saved in:
9
Branded service encounters : strategically aligning employee behavior with the brand positioning
Sirianni, Nancy J.
;
Bitner, Mary Jo
;
Brown, Stephen Walter
- In:
Journal of marketing
77
(
2013
)
6
,
pp. 108-123
Persistent link: https://www.econbiz.de/10010203344
Saved in:
10
A longitudinal examination of internet-based customer service system usage in small companies
Palmer, David W.
;
Ellinger, Alexander E.
;
Allaway, Arthur
; …
- In:
The journal of business & industrial marketing
27
(
2012
)
1
,
pp. 29-40
Persistent link: https://www.econbiz.de/10009511274
Saved in:
11
Truly, madly, deeply : consumers in the throes of material possession love
Lastovicka, John L.
;
Sirianni, Nancy J.
- In:
Journal of consumer research : JCR ; an …
38
(
2011/12
)
2
,
pp. 323-342
Persistent link: https://www.econbiz.de/10009272166
Saved in:
12
The empowerment of frontline service staff in 3PL companies
Ellinger, Alexander E.
;
Keller, Scott B.
;
Elmadağ …
- In:
Journal of business logistics : JBL
31
(
2010
)
1
,
pp. 79-98
Persistent link: https://www.econbiz.de/10003985929
Saved in:
13
After-sales-Management : Marketing - Logistik - Organisation
Baumbach, Michael
;
Stampfl, Alexander T.
-
2002
Persistent link: https://www.econbiz.de/10001645198
Saved in:
14
After-Sales-Management im Maschinen- und Anlagenbau
Baumbach, Michael
-
1998
Persistent link: https://www.econbiz.de/10000669826
Saved in:
15
After-Sales-Management im Maschinen- und Anlagenbau
Baumbach, Michael
-
1998
Persistent link: https://www.econbiz.de/10000992128
Saved in:
16
The relationship between integrated logistics and customer service
Ellinger, Alexander E.
- In:
Transportation research / E : an international journal
33
(
1997
)
2
,
pp. 129-138
Persistent link: https://www.econbiz.de/10001245052
Saved in:
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