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person:"Günter, Bernd"
~person:"Armstrong, Christine"
~person:"Choi, Beom Joon"
~person:"Svensson, Göran"
~subject:"Complaint management"
~subject:"KMU"
~type:"article"
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Search: subject_exact:"Customer orientation"
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Complaint management
KMU
Beziehungsmarketing
52
Relationship marketing
52
Customer satisfaction
27
Kundenzufriedenheit
27
Lieferantenmanagement
26
Supplier relationship management
26
Confidence
19
Vertrauen
19
Beschwerdemanagement
13
B-to-B-Marketing
11
Business-to-business marketing
11
Consumer behaviour
10
Dienstleistungsqualität
10
Konsumentenverhalten
10
Service quality
10
commitment
9
satisfaction
9
Arbeitszufriedenheit
8
Job satisfaction
8
trust
8
Theorie
7
Theory
7
Quality management
6
Qualitätsmanagement
6
Selling
6
Verkauf
6
coordination
6
relationship marketing
6
Norway
5
Norwegen
5
SME
5
Satisfaction
5
South Africa
5
Südafrika
5
Trust
5
continuity
5
cooperation
5
Commitment
4
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12
German
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Günter, Bernd
Armstrong, Christine
Choi, Beom Joon
Svensson, Göran
Mattila, Anna S.
12
Grégoire, Yany
9
Harrigan, Paul
7
Stauss, Bernd
7
Van Vaerenbergh, Yves
7
Cai, Ruiying
6
Balaji, M. S.
5
Evanschitzky, Heiner
5
Ibbotson, Patrick
5
Roschk, Holger
5
Vázquez Casielles, Rodolfo
5
Baker, Melissa A.
4
Blut, Markus
4
Brock, Christian
4
Ding Hooi Ting
4
Eggers, Fabian
4
Gelbrich, Katja
4
Jang, Soocheong
4
Kraus, Sascha
4
Laukkanen, Tommi
4
Mokhtar, Sany Sanuri Mohd
4
Patterson, Paul G.
4
Ramsey, Elaine
4
Ro, Heejung
4
Santos, Cristiane Pizzutti dos
4
Shin, Hyunju
4
Silver, Lars
4
Udayana, Ida Bagus Nyoman
4
Abbasi, Amir Zaib
3
Basso, Kenny
3
Beatty, Sharon E.
3
Brady, Michael K.
3
Béal, Mathieu
3
Cambra-Fierro, Jesús
3
Casidy, Riza
3
Chen, Jing
3
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Kundenzufriedenheit : Konzepte - Methoden - Erfahrungen
3
Australasian marketing journal : AMJ ; official journal of the Australia-New Zealand Marketing Academy (ANZMAC)
1
European journal of marketing
1
European journal of marketing : EJM
1
International journal of business excellence
1
International journal of business excellence : IJBEX
1
International journal of contemporary hospitality management
1
International journal of procurement management
1
Investitionsgüter- und High-Tech-Marketing (ITM) : erprobte Instrumentarien, Erfolgsbeispiele, Problemlösungen
1
Journal of business-to-business marketing
1
Journal of marketing management : JMM ; journal of the Academy of Marketing
1
Marketing in kleinen und mittleren Unternehmen
1
Relationship Marketing : Standortbestimmung und Perspektiven ; mit 13 Tabellen
1
The journal of business & industrial marketing
1
The journal of services marketing
1
The service industries journal
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ECONIS (ZBW)
18
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1
The antecedents and outcomes of micro-enterprise business banking customers' relationship satisfaction
Van der Merwe, Michelle Caroline
;
Mostert, Pierre
; …
- In:
Journal of business-to-business marketing
31
(
2024
)
1
,
pp. 27-42
Persistent link: https://www.econbiz.de/10014514694
Saved in:
2
Return on investment of complaint management : a review and research agenda
Carlson, Jamie
;
Sourdin, Tania
;
Armstrong, Christine
; …
- In:
Australasian marketing journal : AMJ ; official journal …
31
(
2023
)
4
,
pp. 350-360
Persistent link: https://www.econbiz.de/10014381409
Saved in:
3
For all to see : social risk and observable complaining on Facebook
Armstrong, Christine
;
Kulczynski, Alicia
;
Brennan, Stacey
- In:
European journal of marketing
56
(
2022
)
1
,
pp. 31-71
Persistent link: https://www.econbiz.de/10012798636
Saved in:
4
Balancing reactions and actions between service receivers and service providers to resolve service failures
Magaña Carrillo, Irma
;
Svensson, Göran
;
Otero-Neira, …
- In:
International journal of business excellence : IJBEX
26
(
2022
)
1
,
pp. 20-41
Persistent link: https://www.econbiz.de/10013198109
Saved in:
5
Cue the complaint : the visual cues of Facebook business pages and their influence on consumer complaint behaviour
Armstrong, Christine
;
Kulczynski, Alicia
;
Brennan, Stacey
- In:
Journal of marketing management : JMM ; journal of the …
37
(
2021
)
11/12
,
pp. 1027-1057
Persistent link: https://www.econbiz.de/10012623852
Saved in:
6
Validating trust and commitment as mediators between economic and non-economic satisfaction in Puerto Rican buyer-supplier relationships
Sosa Varela, Juan Carlos
;
Svensson, Göran
; …
- In:
International journal of procurement management
12
(
2019
)
4
,
pp. 391-409
Persistent link: https://www.econbiz.de/10012138468
Saved in:
7
A validation of META-RELQUAL under South African micro-enterprise banking customers
Mostert, Pierre
;
Zietsman, Mariette
;
Svensson, Göran
- In:
International journal of business excellence
18
(
2019
)
4
,
pp. 549-569
Persistent link: https://www.econbiz.de/10012145702
Saved in:
8
Trust and commitment as mediators between economic and non-economic satisfaction in manufacturer-supplier relationships
Ferro, Carlos
;
Padin, Carmen
;
Svensson, Göran
;
Payan, …
- In:
The journal of business & industrial marketing
31
(
2016
)
1
,
pp. 13-23
Persistent link: https://www.econbiz.de/10011539306
Saved in:
9
New aspects of research to assess and manage critical incidents in service encounters : teleological actions, interactive interface and perceptual gaps
Padin, Carmen
;
Svensson, Göran
;
Otero-Neira, Carmen
; …
- In:
International journal of contemporary hospitality management
27
(
2015
)
1
,
pp. 27-51
Persistent link: https://www.econbiz.de/10010516547
Saved in:
10
The effects of perceived service recovery justice on customer affection, loyalty, and word-of-mouth
Choi, Beom Joon
;
Choi, Beom-jin
- In:
European journal of marketing : EJM
48
(
2014
)
1/2
,
pp. 108-131
Persistent link: https://www.econbiz.de/10010344343
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