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person:"Coenen, Christian"
~person:"Barnes, Donald C."
~person:"Dixon, Matthew"
~subject:"Beziehungsmarketing"
~subject:"Customer service"
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Search: subject_exact:"Technischer Kundendienst"
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Beziehungsmarketing
Customer service
Kundenservice
18
Relationship marketing
12
Customer satisfaction
9
Kundenzufriedenheit
9
Dienstleistungsqualität
7
Service quality
7
Consumer behaviour
4
Customer delight
4
Dienstleistungssektor
4
Konsumentenverhalten
4
Service industry
4
Emotion
3
Salespeople
3
Theorie
3
Theory
3
Verkaufspersonal
3
Anforderungsprofil
2
Arbeitspsychologie
2
Dienstleistung
2
Dienstleistungsberufe
2
Erfolgsfaktor
2
Occupational profile
2
Organizational psychology
2
Service workers
2
Services
2
Social relations
2
Soziale Beziehungen
2
Success factor
2
Adaptability
1
Arbeitskräfte
1
Behaviour
1
Broaden-and-build theory
1
Customer retention
1
Deservingness
1
Effort
1
Einzelhandel
1
Empathy
1
Employee retention
1
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16
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2
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12
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12
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4
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4
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1
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1
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English
11
German
7
Author
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Coenen, Christian
Barnes, Donald C.
Dixon, Matthew
Stauss, Bernd
19
Thomas, Oliver
14
Pepels, Werner
11
Gustafsson, Anders
10
Mattila, Anna S.
10
Wirtz, Jochen
10
Edvardsson, Bo
9
Fellmann, Michael
9
Van Vaerenbergh, Yves
9
Hinterhuber, Hans H.
8
Kumar, Anuj
8
Nüttgens, Markus
8
Walsh, Gianfranco
8
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
Sirianni, Nancy J.
7
Söderlund, Magnus
7
Beatty, Sharon E.
6
Bowen, David E.
6
Collier, Joel E.
6
Dangelmaier, Wilhelm
6
Ellinger, Alexander E.
6
Gelbrich, Katja
6
Gierl, Heribert
6
Gremler, Dwayne D.
6
Groth, Markus
6
Gruber, Thorsten
6
Haas, Alexander
6
Luczak, Holger
6
Medler-Liraz, Hana
6
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Published in...
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Harvard business review : HBR
3
Harvard-Business-Manager : das Wissen der Besten
2
The journal of services marketing
2
European journal of marketing
1
Gabler Edition Wissenschaft / Focus Dienstleistungsmarketing
1
Interaktionen im Dienstleistungsbereich
1
Journal of business research : JBR
1
Journal of service research : JSR
1
Journal of service theory and practice : JSTP
1
Positives Management : zentrale Konzepte und Ideen des Positive Organizational Scholarship
1
Service Excellence als Impulsgeber : Strategien - Management - Innovationen - Branchen ; Bernd Stauss zum 60. Geburtstag
1
Serviceorientierung im Unternehmen : Forum Dienstleistungsmanagement
1
The journal of personal selling & sales management : JPSSM
1
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ECONIS (ZBW)
18
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1
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10
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18
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1
Service amid crisis : the role of supervisor humor and discretionary organizational support
Guidice, Rebecca M.
;
Mesmer-Magnus, Jessica
;
Barnes, …
- In:
The journal of services marketing
37
(
2023
)
2
,
pp. 168-183
Persistent link: https://www.econbiz.de/10013542920
Saved in:
2
It's not whether you win or lose, it's how you play : customer delight in unpredictable experiential encounters
Barnes, Donald C.
;
Pelletier, Mark J.
;
Collier, Joel E.
; …
- In:
European journal of marketing
56
(
2022
)
8
,
pp. 2216-2249
Persistent link: https://www.econbiz.de/10013457336
Saved in:
3
Reinventing customer service : how T-Mobile achieved record levels of quality and productivity
Dixon, Matthew
- In:
Harvard business review : HBR
96
(
2018
)
6
,
pp. 82-90
Persistent link: https://www.econbiz.de/10011942155
Saved in:
4
Idiosyncratic service experiences : when customers desire the extraordinary in a service encounter
Collier, Joel E.
;
Barnes, Donald C.
;
Abney, Alexandra K.
; …
- In:
Journal of business research : JBR
84
(
2018
),
pp. 150-161
Persistent link: https://www.econbiz.de/10011802860
Saved in:
5
Kick-ass customer service
Dixon, Matthew
;
Turner, Scott
;
DeLisi, Rick
- In:
Harvard business review : HBR
95
(
2017
)
1
,
pp. 110-117
Persistent link: https://www.econbiz.de/10011632691
Saved in:
6
The role of delight in driving repurchase intentions
Meyer, Tracy
;
Barnes, Donald C.
;
Friend, Scott B.
- In:
The journal of personal selling & sales management : JPSSM
37
(
2017
)
1
,
pp. 61-71
Persistent link: https://www.econbiz.de/10011690136
Saved in:
7
Observing delightful experiences of other customers : the double-edged sword of jealousy and joy
Ludwig, Nadine L.
;
Barnes, Donald C.
;
Gouthier, Matthias
- In:
Journal of service theory and practice : JSTP
27
(
2017
)
1
,
pp. 145-163
Persistent link: https://www.econbiz.de/10011602729
Saved in:
8
Der Super-Kundendienst
Dixon, Matthew
;
Ponomareff, Lara
;
Turner, Scott
; …
- In:
Harvard-Business-Manager : das Wissen der Besten
39
(
2017
)
5
,
pp. 80-89
Persistent link: https://www.econbiz.de/10011795518
Saved in:
9
Customer delight and work engagement
Barnes, Donald C.
;
Collier, Joel E.
;
Robinson, Stacey
- In:
The journal of services marketing
28
(
2014
)
5
,
pp. 380-390
Persistent link: https://www.econbiz.de/10010419905
Saved in:
10
Tailoring to customers' needs : understanding how to promote an adaptive service experience with frontline employees
Wilder, Kelly M.
;
Collier, Joel E.
;
Barnes, Donald C.
- In:
Journal of service research : JSR
17
(
2014
)
4
,
pp. 446-459
Persistent link: https://www.econbiz.de/10010432160
Saved in:
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