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Implementing the marketing concept at the employee-customer interface : the role of customer need knowledge

Homburg, Christian; Wieseke, Jan; Bornemann, Torsten - In: Journal of marketing 73 (2009) 4, pp. 64-81

Persistent link: https://www.econbiz.de/10003860862

Social identity and the service-profit chain

Homburg, Christian; Wieseke, Jan; Hoyer, Wayne D. - In: Journal of marketing 73 (2009) 2, pp. 38-54

Persistent link: https://www.econbiz.de/10003820595

Social identity and the service profit chain

Homburg, Christian; Wieseke, Jan; Hoyer, Wayne D. - 2008

Persistent link: https://www.econbiz.de/10003848961

On the role of empathy in customer-employee interactions

Wieseke, Jan; Geigenmüller, Anja; Kraus, Florian - In: Journal of service research : JSR 15 (2012) 3, pp. 316-331

Persistent link: https://www.econbiz.de/10009578288

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

Footprints in the sands of time : a comparative analysis of the effectiveness of customer satisfaction and customer-company identification over time

Haumann, Till; Quaiser, Benjamin; Wieseke, Jan; Rese, Mario - In: Journal of marketing 78 (2014) 6, pp. 78-102

Persistent link: https://www.econbiz.de/10010463456

Zufriedenheitsdynamik im Business-to-Business-Marketing

Lingenfelder, Michael; Wieseke, Jan; Wolf, Lars J. - In: Management mit Vision und Verantwortung : eine …, (pp. 573-596). 2004

Persistent link: https://www.econbiz.de/10002606174

Incentivizing CEOs to Build Customer- and Employee-Firm Relations for Higher Customer Satisfaction and Firm Value

Luo, Xueming - 2014

This research reveals customer- and employee-firm relations to be two routes by which firms can leverage executive incentive structures to create customer and firm value. Analyses of a unique dataset with multiple archival sources show that (1) increases in the proportion of CEOs' long-term...

Persistent link: https://www.econbiz.de/10013064018

It's a matter of congruence : how interpersonal identification between sales managers and salespersons shapes sales success

Ahearne, Michael; Haumann, Till; Kraus, Florian; … - In: Journal of the Academy of Marketing Science 41 (2013) 6, pp. 625-648

Persistent link: https://www.econbiz.de/10010209594

When do customers get what they expect? Understanding the ambivalent effects of customers' service expectations on satisfaction

Habel, Johannes; Alavi, Sascha; Schmitz, Christian; … - In: Journal of service research : JSR 19 (2016) 4, pp. 361-379

Persistent link: https://www.econbiz.de/10011606692