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~subject:"Customer satisfaction"
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Customer satisfaction
Innovation
42
Dienstleistungssektor
38
Service industry
38
Beziehungsmarketing
37
Relationship marketing
37
Service quality
34
Dienstleistungsqualität
33
Services
31
Consumer behaviour
29
Dienstleistung
28
Service innovation
28
Konsumentenverhalten
26
Customer integration
22
Dienstleistungsinnovation
22
Innovation management
22
Kundenintegration
22
Innovationsmanagement
21
Kundenzufriedenheit
21
New product development
19
Quality management
19
Produktentwicklung
18
Sweden
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Theorie
17
Theory
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Manufacturing industries
15
Schweden
15
Bundling strategy
13
Leistungsbündel
13
Qualitätsmanagement
13
Betriebliche Wertschöpfung
12
Dienstleistungsmanagement
12
Service management
12
Value creation
12
Industrie
11
Einzelhandel
10
New service development
10
Production management
10
Produktionswirtschaft
10
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10
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Collection of articles of several authors
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English
24
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Witell, Lars
15
Gustafsson, Anders
11
Löfgren, Martin
4
Wünderlich, Nancy V.
4
Bolton, Ruth N.
3
McColl-Kennedy, Janet R.
3
Sousa, Rui
3
Tarasi, Crina O.
3
Evanschitzky, Heiner
2
Perks, Helen
2
Sirianni, Nancy J.
2
Voss, Christopher A.
2
Wangenheim, Florian von
2
Aksoy, Lerzan
1
Amorim, Marlene
1
Andreassen, Tor W.
1
Benedettini, Ornella
1
Bo Edvardsson and Professor Anders Gustafsson, Professor
1
Bone, Sterling
1
Bowen, David E.
1
Brady, Michael K.
1
Burton, Jamie
1
Chase, Richard B.
1
Dahlgaard, Jens Jörn
1
De Keyser, Arne
1
Edvardsson, Bo
1
Fombelle, Paul W.
1
Friman, Margareta
1
Gregoire, Yany
1
Jaakkola, Elina
1
Klaus, Philipp
1
Kowalkowski, Christian
1
Kristensson, Per
1
Kunz, Werner
1
Larivière, Bart
1
Lervik Olsen, Line
1
Meiren, Thomas
1
Olsen, Line Lervik
1
Rabinovich, Elliot
1
Raddats, Chris
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Edward Elgar Publishing
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Journal of business research : JBR
4
Journal of retailing
3
Journal of service management
2
The journal of services marketing
2
Decision sciences : DS
1
International journal of operations & production management : IJOPM ; the official journal of the European Operations Management Association, EUROMA
1
Journal of Product & Brand Management
1
Journal of Service Management
1
Journal of global scholars of marketing science : bridging Asia and the world ; JGSMS
1
Journal of the Academy of Marketing Science
1
Management information systems : mis quarterly
1
Production and operations management : an international journal of the Production and Operations Management Society
1
Quality management journal : QMJ
1
The TQM Journal
1
The TQM journal : the international review of organizational improvement
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Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
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ECONIS (ZBW)
21
Other ZBW resources
3
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1
"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:
2
Characterizing customer experience management in business markets
Witell, Lars
;
Kowalkowski, Christian
;
Perks, Helen
; …
- In:
Journal of business research : JBR
116
(
2020
),
pp. 420-430
Persistent link: https://www.econbiz.de/10012257638
Saved in:
3
The effects of service failures and recovery on customer loyalty in e-services : an empirical investigation
Sousa, Rui
;
Voss, Christopher A.
- In:
International journal of operations & production …
29
(
2009
)
8
,
pp. 834-864
Persistent link: https://www.econbiz.de/10009523754
Saved in:
4
Perils of managing the service profit chain : the role of time lags and feedback loops
Evanschitzky, Heiner
;
Wangenheim, Florian von
; …
- In:
Journal of retailing
88
(
2012
)
3
,
pp. 356-366
Persistent link: https://www.econbiz.de/10009622995
Saved in:
5
Spillover effects of service failures in coalition loyalty programs : the buffering effect of special treatment benefits
Schumann, Jan Hendrik
;
Wünderlich, Nancy V.
; …
- In:
Journal of retailing
90
(
2014
)
1
,
pp. 111-118
Persistent link: https://www.econbiz.de/10010359932
Saved in:
6
The value of self-service : long-term effects of technology-based self-service usage on customer retention
Scherer, Anne
;
Wünderlich, Nancy V.
;
Wangenheim, …
- In:
Management information systems : mis quarterly
39
(
2015
)
1
,
pp. 177-200
Persistent link: https://www.econbiz.de/10010505862
Saved in:
7
Fresh perspectives on customer experience
McColl-Kennedy, Janet R.
;
Gustafsson, Anders
;
Jaakkola, …
- In:
The journal of services marketing
29
(
2015
)
6/7
,
pp. 430-435
Persistent link: https://www.econbiz.de/10011418250
Saved in:
8
Customer use of virtual channels in multichannel services : does type of activity matter?
Sousa, Rui
;
Amorim, Marlene
;
Rabinovich, Elliot
; …
- In:
Decision sciences : DS
46
(
2015
)
3
,
pp. 623-657
Persistent link: https://www.econbiz.de/10011476317
Saved in:
9
Service encounters, experiences and the customer journey : defining the field and a call to expand our lens
Voorhees, Clay M.
;
Fombelle, Paul W.
;
Gregoire, Yany
; …
- In:
Journal of business research : JBR
79
(
2017
),
pp. 269-280
Persistent link: https://www.econbiz.de/10011745316
Saved in:
10
Experience, service operations strategy, and services as destinations: foundations and exploratory investigation
Voss, Chris
;
Roth, Aleda V.
;
Chase, Richard B.
- In:
Production and operations management : an international …
17
(
2008
)
3
,
pp. 247-266
Persistent link: https://www.econbiz.de/10003737949
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