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person:"Günter, Bernd"
~person:"Beatty, Sharon E."
~person:"Santos, Cristiane Pizzutti dos"
~person:"Svensson, Göran"
~subject:"Complaint management"
~subject:"satisfaction"
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Search: subject_exact:"Customer orientation"
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Complaint management
satisfaction
Beziehungsmarketing
79
Relationship marketing
79
Customer satisfaction
31
Kundenzufriedenheit
31
Lieferantenmanagement
27
Supplier relationship management
27
Confidence
17
Theorie
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Theory
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Vertrauen
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Consumer behaviour
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Dienstleistungsqualität
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Kundenmanagement
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Service quality
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Customer service
9
Customer value
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9
Kundenwert
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commitment
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Arbeitszufriedenheit
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Contribution margin
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Cost-benefit analysis
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Job satisfaction
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Kosten-Nutzen-Analyse
8
Market research
8
Marktforschung
8
Shareholder Value
8
Shareholder value
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trust
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Günter, Bernd
Beatty, Sharon E.
Santos, Cristiane Pizzutti dos
Svensson, Göran
Stauss, Bernd
13
Mattila, Anna S.
12
Grégoire, Yany
9
Van Vaerenbergh, Yves
8
Roschk, Holger
7
Balaji, M. S.
6
Brock, Christian
6
Cai, Ruiying
6
Fürst, Andreas
6
Gelbrich, Katja
6
Homburg, Christian
6
Vázquez Casielles, Rodolfo
6
Evanschitzky, Heiner
5
Seidel, Wolfgang
5
Baker, Melissa A.
4
Blut, Markus
4
Ding Hooi Ting
4
Jacob, Jayanth
4
Jang, Soocheong
4
Joireman, Jeff
4
Larivière, Bart
4
Mpinganjira, Mercy
4
Quach, Sara
4
Ro, Heejung
4
Shin, Hyunju
4
Tripp, Thomas M.
4
Abbasi, Amir Zaib
3
Al-Hawary, Sulieman Ibraheem Shelash
3
Armstrong, Christine
3
Basso, Kenny
3
Billström, Anders
3
Brady, Michael K.
3
Béal, Mathieu
3
Casidy, Riza
3
Chen, Jing
3
Choi, Beom Joon
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International journal of procurement management
4
Journal of business-to-business marketing
3
Kundenzufriedenheit : Konzepte - Methoden - Erfahrungen
3
Journal of service research : JSR
2
International journal of business excellence
1
International journal of business excellence : IJBEX
1
International journal of contemporary hospitality management
1
Investitionsgüter- und High-Tech-Marketing (ITM) : erprobte Instrumentarien, Erfolgsbeispiele, Problemlösungen
1
Journal of retailing and consumer services
1
Journal of service research
1
Marketing intelligence & planning
1
Relationship Marketing : Standortbestimmung und Perspektiven ; mit 13 Tabellen
1
South African journal of economic and management sciences
1
The international journal of bank marketing : IJBM
1
The journal of services marketing
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ECONIS (ZBW)
23
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1
Consumer discrimination in service recovery situations
Rohden, Simoni F.
;
Santos, Cristiane Pizzutti dos
- In:
Marketing intelligence & planning
41
(
2023
)
3
,
pp. 293-309
Persistent link: https://www.econbiz.de/10014312978
Saved in:
2
Validating the sequential logic of quality constructs in seller-customer business relationships : antecedents, mediator and outcomes
Høgevold, Nils M.
;
Rodríguez, Rocío
;
Svensson, Göran
; …
- In:
Journal of business-to-business marketing
29
(
2022
)
1
,
pp. 43-67
Persistent link: https://www.econbiz.de/10013178123
Saved in:
3
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:
4
Antecedents and outcomes of satisfaction in buyer-supplier relationships in South Africa : a replication study
Roberts-Lombard, Mornay
;
Mpinganjira, Mercy
;
Svensson, …
- In:
South African journal of economic and management sciences
20
(
2017
)
1
,
pp. 1-14
Persistent link: https://www.econbiz.de/10011778254
Saved in:
5
Precursors and outcomes of satisfaction in seller-customer business relationships : a sales perspective
Høgevold, Nils M.
;
Svensson, Göran
;
Mpinganjira, Mercy
- In:
International journal of procurement management
13
(
2020
)
4
,
pp. 531-552
Persistent link: https://www.econbiz.de/10012254622
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
The effect of compensation size on recovery satisfaction after group service failures: the role of group versus individual service recovery
Albrecht, Arne Keno
;
Schäfers, Tobias
;
Walsh, Gianfranco
; …
- In:
Journal of service research
22
(
2019
)
1
,
pp. 60-74
Persistent link: https://www.econbiz.de/10012005769
Saved in:
8
Whom do customers blame for a service failure? : effects of thought speed on causal locus attribution
Pacheco, Natália Araújo
;
Geuens, Maggie
;
Santos, …
- In:
Journal of retailing and consumer services
40
(
2018
),
pp. 60-65
Persistent link: https://www.econbiz.de/10011801745
Saved in:
9
Perceptions of group versus individual service failures and their effects on customer outcomes : the role of attributions and customer entitlement
Albrecht, Arne Keno
;
Walsh, Gianfranco
;
Beatty, Sharon E.
- In:
Journal of service research : JSR
20
(
2017
)
2
,
pp. 188-203
Persistent link: https://www.econbiz.de/10011684846
Saved in:
10
Validity and reliability of satisfaction as a mediator between quality constructs in manufacturer-supplier relationships through time and across contexts
Padin, Carmen
;
Ferro, Carlos
;
Svensson, Göran
- In:
Journal of business-to-business marketing
24
(
2017
)
1
,
pp. 1-17
Persistent link: https://www.econbiz.de/10011674235
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