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CASE: Managing customer relationship gaps at SKF

Nordin, Fredrik; Brozovic, Danilo; Kowalkowski, Christian; … - In: jbm - Journal of Business Market Management 8 (2015) 2, pp. 455-463

This teaching case study focuses on SKF, a leading supplier of products, services and solutions. It consists of an overview of the company and then a narrative concentrating on the sudden loss of a large customer relationship. Moreover, it explores how central individuals devise various...

Persistent link: https://www.econbiz.de/10011388319

Customer service problems : from problem detection to problem prevention by "Service problem deployment"

Stauss, Bernd - 1992

Persistent link: https://www.econbiz.de/10000843396

Dienstleistungsqualität aus Kundensicht

Stauss, Bernd - 1992

Persistent link: https://www.econbiz.de/10000845350

Retrospective: "culture shocks" in inter-cultural service encounters?

Stauss, Bernd - In: The journal of services marketing 30 (2016) 4, pp. 377-383

Persistent link: https://www.econbiz.de/10011615445

Typologies and frameworks in service innovation

Kowalkowski, Christian; Witell, Lars - In: The Routledge handbook of service research insights and …, (pp. 109-130). 2020

Persistent link: https://www.econbiz.de/10012238613

Archetypes of service innovation : implications for value cocreation

Helkkula, Anu; Kowalkowski, Christian; Tronvoll, Bård - In: Journal of service research : JSR 21 (2018) 3, pp. 284-301

Persistent link: https://www.econbiz.de/10011916505

Organizational behavior in innovation, marketing, and purchasing in business service contexts : an agenda for academic inquiry

Holmlund, Maria; Kowalkowski, Christian; Biggemann, Sergio - In: Journal of business research : JBR 69 (2016) 7, pp. 2457-2462

Persistent link: https://www.econbiz.de/10011491056

CASE : managing customer relationship gaps at SKF

Nordin, Fredrik; Brozovic, Danilo; Kowalkowski, Christian; … - In: Journal of business market management : JBM 8 (2015) 2, pp. 455-463

This teaching case study focuses on SKF, a leading supplier of products, services and solutions. It consists of an overview of the company and then a narrative concentrating on the sudden loss of a large customer relationship. Moreover, it explores how central individuals devise various...

Persistent link: https://www.econbiz.de/10011379461

Dienstleistungsnetzwerke

Bruhn, Manfred (ed.); Stauss, Bernd (contributor) - 2003 - 1. Aufl.

im Service-Teil: Literatur-, Recherche-, Forschungs-, Praxis-Service; Adressenverzeichnisse …

Persistent link: https://www.econbiz.de/10001679448

Serviceorientierung im Unternehmen : Forum Dienstleistungsmanagement

Bruhn, Manfred (ed.); Stauss, Bernd (ed.) - 2010 - 1. Aufl.

Persistent link: https://www.econbiz.de/10003901859

A service of the