Search Results - subject_exact:"After-sales service"

Industrielle After Sales Services in China : Rahmenbedingungen, Geschäftsmodelle, Analysen, Empfehlungen

Prandini, Markus; Lehmann, Ralph; Blumer, Helene; … - 2018

Persistent link: https://ebtypo.dmz1.zbw/10011822192

Can virtual customer service agents improve consumers' online experiences? : the role of hedonic dimensions

Soares, Ana; Pinho, José Carlos; Heath, Teresa; Alves, … - In: Emotional, sensory, and social dimensions of consumer …, (pp. 157-177). 2020

Persistent link: https://ebtypo.dmz1.zbw/10012226186

Contract design for equipment after-sales service with business interruption insurance

Qin, Xuwei; Shao, Lusheng; Jiang, Zhong-Zhong - In: European journal of operational research : EJOR 284 (2020) 1, pp. 176-187

Persistent link: https://ebtypo.dmz1.zbw/10012238638

Potenziale künstlicher Intelligenz im Marketing

Baumüller, Nicole; Stemmer, Paul - In: Facetten der Digitalisierung : Chancen und …, (pp. 73-86). 2020

Die Digitalisierung und das damit verbundene exponentielle Wachstum von Daten bietet Unternehmen im Marketing große Chancen, stellt diese aber zugleich vor ebenso große Herausforderungen. Wer in der Lage ist, die heute und in Zukunft zur Verfügung stehenden Informationen über Kunden und...

Persistent link: https://ebtypo.dmz1.zbw/10012249867

The advent of customer experiential knowledge management approach (CEKM) : the integration of offline & online experiential knowledge

Jaziri-Bouagina, Dhouha - In: Journal of business research : JBR 94 (2019), pp. 241-256

Persistent link: https://ebtypo.dmz1.zbw/10011947403

Assessing customer service reliability in route planning with self-imposed time windows and stochastic travel times

Vareias, Anastasios D.; Repoussis, Panagiotis P.; … - In: Transportation science : a journal of the Institute for … 53 (2019) 1, pp. 256-281

Persistent link: https://ebtypo.dmz1.zbw/10011999363

Messenger Marketing : wie Unternehmen WhatsApp & Co erfolgreich für Kommunikation und Kundenservice nutzen

Mehner, Matthias - 2019

Persistent link: https://ebtypo.dmz1.zbw/10012027759

Model integration and traceability for product service systems engineering

Wolfenstetter, Thomas - 2019

Persistent link: https://ebtypo.dmz1.zbw/10012062289

Vertriebserfolg durch kundenzentrierte Kommunikation : Darstellung und empirische Analyse im Filialvertrieb am Beispiel verschiedener Sparkassen

Reichmann, Heinz-Jörg - 2019

Persistent link: https://ebtypo.dmz1.zbw/10011983880

Operational strategies for distributing durable goods in the base of the pyramid

Calmon, Andre P.; Jue-Rajasingh, Diana; Romero, Gonzalo; … - 2019 - Revised version of 2018/04/TOM

Persistent link: https://ebtypo.dmz1.zbw/10012160787

Modelling and Investigating the relationship of after sales service quality with customer satisfaction, retention and loyalty : a case study of home appliances business

Lunardo, Renaud; Bressolles, Gregory; Durrieu, François - In: Journal of retailing and consumer services 30 (2016), pp. 67-83

Persistent link: https://ebtypo.dmz1.zbw/10011473147

Achieving brand loyalty in China through after-sales services : with a particular focus on the influences of cultural determinants

Fraß, Alexander - 2016

Persistent link: https://ebtypo.dmz1.zbw/10011477787

Managing product returns within the customer value framework

Minnema, Alec; Bijmolt, Tammo H. A.; Petersen, J. Andrew; … - In: Customer engagement marketing, (pp. 95-118). 2018

Persistent link: https://ebtypo.dmz1.zbw/10011739845

Driving employees to serve customers beyond their roles in the Vietnamese hospitality industry : the roles of paternalistic leadership and discretionary HR practices

Luu Trong Tuan - In: Tourism management : research, policies, practice 69 (2018), pp. 132-144

Persistent link: https://ebtypo.dmz1.zbw/10011903424

(I’m) happy to help (you) : the impact of personal pronoun use in customer-firm interactions

Packard, Grant; Moore, Sarah G.; McFerran, Brent - In: Journal of marketing research : JMR 55 (2018) 4, pp. 541-555

Persistent link: https://ebtypo.dmz1.zbw/10011912731

Sales intrafirm networks and the performance impact of sales cross-functional collaboration with marketing and customer service

Claro, Danny Pimentel; Ramos, Carla - In: The journal of personal selling & sales management : JPSSM 38 (2018) 2, pp. 172-190

Persistent link: https://ebtypo.dmz1.zbw/10011917829

Commodity Management im deutschen Industriegüterbereich : Entwicklung eines Ansatzes zur Messung, Prognose und Strategieentwicklung

Mahnke, Thomas - 2018

Persistent link: https://ebtypo.dmz1.zbw/10011918922

Negative affective states in customers service experience : investigating antecedents and mitigations

Haager, Stephanie - 2018

Persistent link: https://ebtypo.dmz1.zbw/10012020297

Timeliness, transparency, and trust : a framework for managing online customer complaints

Stevens, Jennifer L.; Spaid, Brian I.; Breazeale, Michael; … - In: Business horizons 61 (2018) 3, pp. 375-384

Persistent link: https://ebtypo.dmz1.zbw/10011866294

Customer-care : is it really impactful on service organizations?

Ayambire, Clement Nyaaba - In: International journal of management excellence : IJME 10 (2018) 3, pp. 1334-1347

Persistent link: https://ebtypo.dmz1.zbw/10011872494

How does training improve customer service quality? : the roles of transfer of training and job satisfaction

Shen, Jie; Tang, Chunyong - In: European management journal 36 (2018) 6, pp. 708-716

Persistent link: https://ebtypo.dmz1.zbw/10011956274

Segmentierung von Kundendienstleistungen auf investiven Märkten : dargestellt am Beispiel von Personal Computern

Bauche, Kai - 2018

Viele Unternehmen nutzen bestehende Umsatz- und Gewinnmöglichkeiten im Kundendienst bislang nicht konsequent genug aus. Voraussetzung für eine umfassende Ausschöpfung dieser Potentiale ist eine differenzierte und zielgruppengerechte Servicepolitik. Bisher existierten jedoch kaum geeignete...

Persistent link: https://ebtypo.dmz1.zbw/10011963073

Delays in services and customer service evaluation : a study of family dining restaurants of Pakistan

Ahmad, Maqsood; Naseer, Hina - In: Journal of investment and management : JIM 7 (2018) 4, pp. 108-116

Persistent link: https://ebtypo.dmz1.zbw/10011963316

How does website quality and trust towards website influence online purchase intention?

Kouser, Rukhsana; Niazi, Ghulam Shabbir Khan; Bakari, Haroon - In: Pakistan journal of commerce and social sciences 12 (2018) 3, pp. 909-934

Online shopping is gaining popularity in Pakistan but the research on its determinants is scarce. The main purpose of this study is to explore what factors are important in developing online purchase intention of Pakistani youth interested in shopping through the internet. The data were...

Persistent link: https://ebtypo.dmz1.zbw/10011965381

Trickle-down effects of positive and negative supervisor behaviors on service performance : the roles of employee emotional labor and perceived supervisor power

Chi, Nai-Wen; Chen, Yen-Chun; Huang, Tun-chun; Chen, … - In: Human performance 31 (2018) 1, pp. 55-75

Persistent link: https://ebtypo.dmz1.zbw/10011966153

Führung im Dienstleistungskontext : eine Betrachtung aus Unternehmens-, Mitarbeiter- und Kundenperspektive

Popp, Marion Claudia Helma - 2018

Persistent link: https://ebtypo.dmz1.zbw/10011932702

Receiving, recording, and responding to customer complaints : the effects of formalizing customer complaint handling policies in retail firms

Shooshtari, Nader H.; Stan, Simona; Clouse, Shawn F. - In: Services marketing quarterly 39 (2018) 3, pp. 225-239

Persistent link: https://ebtypo.dmz1.zbw/10011940195

What do customers expect of travel agent-customer interactions? : measuring and improving customer experience in interactions with travel agents

Wu, Yu-Chi; Lee, Hsiang-Ming; Liao, Pin-Ru - In: Journal of travel and tourism marketing 35 (2018) 8, pp. 1000-1012

Persistent link: https://ebtypo.dmz1.zbw/10011941816

When social media delivers customer service : differential customer treatment in the airline industry

Gunarathne, Priyanga; Rui, Huaxia; Seidmann, Abraham - In: Management information systems : mis quarterly 42 (2018) 2, pp. 489-520

Persistent link: https://ebtypo.dmz1.zbw/10011878404

An exploratory study on the returns management process in an online retailer

Araújo, Ana Carolina de; Matsuoka, Erica Mayumi; Ung, … - In: International journal of logistics : research and … 21 (2018) 3, pp. 345-362

Persistent link: https://ebtypo.dmz1.zbw/10011881324

A social mindfulness approach to understanding experienced customer mistreatment : a within-person field experiment

Song, Yifan; Liu, Yihao; Wang, Mo; Lanaj, Klodiana; … - In: Academy of Management journal : AMJ 61 (2018) 3, pp. 994-1020

Persistent link: https://ebtypo.dmz1.zbw/10011885670

The effects of two-way communication and chat service usage on consumer attitudes in the e-commerce retailing sector

Mero, Joel - In: Electronic markets : the international journal on … 28 (2018) 2, pp. 205-217

Persistent link: https://ebtypo.dmz1.zbw/10011890102

The four Ps of patient experience : a new strategic framework informed by theory and practice

Kash, Bita A.; McKahan, Molly; Tomaszewski, Lesley; … - In: Health marketing quarterly 35 (2018) 4, pp. 313-325

Persistent link: https://ebtypo.dmz1.zbw/10011979399

The interpersonal effects of emotion intensity in customer service : perceived appropriateness and authenticity of attendants' emotional displays shape customer trust and satisfact...

Cheshin, Arik; Amit, Adi; Kleef, Gerben A. van - In: Organizational behavior and human decision processes : … 144 (2018), pp. 97-111

Persistent link: https://ebtypo.dmz1.zbw/10011843755

Handling consumer messages on social networking sites : customer service or privacy infringement?

Demmers, Joris; Dolen, Willemijn M. van; Weltevreden, … - In: International journal of electronic commerce : IJEC 22 (2018) 1, pp. 8-35

Persistent link: https://ebtypo.dmz1.zbw/10011848488

Organizational knowledge and information technology : the key resources for improving customer service in call centers

Choi, Sujeong - In: Information systems and e-business management : ISeB 16 (2018) 1, pp. 187-203

Persistent link: https://ebtypo.dmz1.zbw/10011849784

Customer orientation as a multidimensional construct : evidence from the Russian markets

Smirnova, Maria; Rebiazina, Vera A.; Frösén, Johanna - In: Journal of business research : JBR 86 (2018), pp. 457-467

Persistent link: https://ebtypo.dmz1.zbw/10011855374

Returning customers : the hidden strategic opportunity of returns management

Röllecke, Felix Johannes; Huchzermeier, Arnd; … - In: California management review 60 (2018) 2, pp. 176-203

Persistent link: https://ebtypo.dmz1.zbw/10011803395

Brand prestige and the mediating role of word of mouth in the fast food industry

Jalal Rajeh Hanaysha; Pech, Richard Jan - In: Global business review 19 (2018) 6, pp. 1494-1514

Persistent link: https://ebtypo.dmz1.zbw/10011982837

The values of BI-empowered customer service in telecom

Al-Zadjali, Mohamed; Al-Busaidi, Kamla Ali - In: International journal of electronic customer … 11 (2017/18) 4, pp. 363-383

Persistent link: https://ebtypo.dmz1.zbw/10011989800

Produkte und Services vom Kunden aus denken : Einführung in den Customer Jobs Canvas

Ematinger, Reinhard; Schulze, Sandra - 2018

Persistent link: https://ebtypo.dmz1.zbw/10011792832

Collective action and customer service in retail

Naidu, Suresh; Reich, Adam Dalton - In: ILR review : the journal of work and policy 71 (2018) 4, pp. 986-1001

Persistent link: https://ebtypo.dmz1.zbw/10011924438

Product recommendations in e-commerce retailing applications

Knotzer, Nicolas - 2018

The book deals with product recommendations generated by information systems referred to as recommender systems. Recommender systems assist consumers in making product choices by providing recommendations of the range of products and services offered in an online purchase environment. The...

Persistent link: https://ebtypo.dmz1.zbw/10011929482

We've shopped before : exploring instructions as an influence on mystery shopper reporting

Porter, Michael C.; Heyman, James E. - In: Journal of retailing and consumer services 45 (2018), pp. 12-20

Persistent link: https://ebtypo.dmz1.zbw/10011929854

The effects of online incivility and consumer-to-consumer interactional justice on complainants, observers, and service providers during social media service recovery

Bacile, Todd J.; Wolter, Jeremy S.; Allen, Alexis M.; … - In: Journal of interactive marketing : a quarterly … 44 (2018), pp. 60-81

Persistent link: https://ebtypo.dmz1.zbw/10011949553

Cross-cultural consumer complaining behavior in service industries : a three-nation study across the African diaspora

Henthorne, Tony L.; Williams, Alvin J.; George, Babu P. - In: Journal of marketing theory and practice 26 (2018) 4, pp. 431-446

Persistent link: https://ebtypo.dmz1.zbw/10011951501

Optimizing the return window for online fashion retailers with closed-loop refurbishment

Difrancesco, Rita Maria; Huchzermeier, Arnd; Schröder, … - In: Omega : the international journal of management science 78 (2018), pp. 205-221

Persistent link: https://ebtypo.dmz1.zbw/10011859786

Practical customer success management : a best practice framework for rapid generation of customer success

Adams, Rick - 2020 - First edition

Persistent link: https://ebtypo.dmz1.zbw/10012014267

Transforming supply chains : realign your business to better serve customers in a disruptive world

Gattorna, John; Ellis, Deborah - 2020

Foreword / by Don Hicks, managing director, Multiverse Investments, Detroit Area, USA -- Adapt or die : the problems facing traditional supply chains -- Surviving in today's fast-moving topsy-turvy world -- Dynamic alignment : a heuristic to cut through complexity -- High-performance supply...

Persistent link: https://ebtypo.dmz1.zbw/10012016021

Loyalität gewinnen : mit Empathie, Verantwortung und Großzügigkeit zu wertvollen Beziehungen im Team und mit den Kunden

Rogers, Sandy; Rinne, Leena; Moon, Shawn D. - 2020

Persistent link: https://ebtypo.dmz1.zbw/10012139767