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person:"Günter, Bernd"
~person:"Collier, Joel E."
~person:"Gazzoli, Gabriel"
~person:"Ruyter, Ko de"
~person:"Svensson, Göran"
~subject:"Customer service"
~type:"article"
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Search: subject_exact:"Customer orientation"
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Customer service
Beziehungsmarketing
76
Relationship marketing
76
Customer satisfaction
35
Kundenzufriedenheit
35
Lieferantenmanagement
27
Supplier relationship management
27
Confidence
16
Vertrauen
16
Consumer behaviour
15
Konsumentenverhalten
15
B-to-B-Marketing
13
Business-to-business marketing
13
Kundenservice
13
Dienstleistungsqualität
12
Service quality
12
Arbeitszufriedenheit
11
Job satisfaction
11
Salespeople
10
Verkaufspersonal
10
commitment
9
satisfaction
9
Beschwerdemanagement
8
Complaint management
8
Dienstleistungssektor
8
Service industry
8
trust
8
Selling
7
Theorie
7
Theory
7
Verkauf
7
Marketing management
6
Marketingmanagement
6
coordination
6
relationship marketing
6
Customer integration
5
KMU
5
Norway
5
Norwegen
5
SME
5
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12
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12
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1
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12
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Günter, Bernd
Collier, Joel E.
Gazzoli, Gabriel
Ruyter, Ko de
Svensson, Göran
Barnes, Donald C.
7
Gustafsson, Anders
7
Beatty, Sharon E.
6
Van Vaerenbergh, Yves
6
Walsh, Gianfranco
6
Baker, Melissa A.
4
Dagger, Tracey S.
4
Larivière, Bart
4
Mattila, Anna S.
4
Piccoli, Gabriele
4
Shin, Hyunju
4
Sirianni, Nancy J.
4
Brown, Tom
3
Büttgen, Marion
3
Chaker, Nawar N.
3
Cheung, Fung Yi Millissa
3
Chiguvi, Douglas
3
Edvardsson, Bo
3
Ferraro, Carla
3
Flavián Blanco, Carlos
3
Gremler, Dwayne D.
3
Gruber, Thorsten
3
Hellström, Daniel
3
Hur, Won-Moo
3
Hyun, Sunghyup Sean
3
Kim, Wansoo
3
McColl-Kennedy, Janet R.
3
Mortimer, Gary
3
Ok, Chihyung
3
Pelletier, Mark J.
3
Román, Sergio
3
Rui, Huaxia
3
Sands, Sean
3
Schramm-Klein, Hanna
3
Sharifi, Seyed Shahin
3
Sousa, Rui
3
Stauss, Bernd
3
Steinmann, Sascha
3
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Journal of business research : JBR
2
Journal of marketing
2
The journal of services marketing
2
European journal of marketing
1
International journal of business excellence : IJBEX
1
International journal of contemporary hospitality management
1
Journal of hospitality marketing & management
1
Journal of service research : JSR
1
Journal of the Academy of Marketing Science
1
Probleme und Trends in der Marketing-Forschung : Festschrift für Professor Dr. Peter Hammann zum 60. Geburtstag
1
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ECONIS (ZBW)
13
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10
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13
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1
Why do frontline employees speak up on behalf of customers? : the influence of supervisors versus coworkers and the role of intrapersonal factors
Gazzoli, Gabriel
;
Shabazz, Siddeeq M.
;
Arnold, Todd J.
; …
- In:
Journal of business research : JBR
156
(
2023
),
pp. 1-13
Persistent link: https://www.econbiz.de/10013534229
Saved in:
2
Customer-focused voice and rule-breaking in the frontlines
Gazzoli, Gabriel
;
Chaker, Nawar N.
;
Zablah, Alex R.
; …
- In:
Journal of the Academy of Marketing Science
50
(
2022
)
2
,
pp. 388-409
Persistent link: https://www.econbiz.de/10012819765
Saved in:
3
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:
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
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:
6
Giving back the "self" in self service : customer preferences in self-service failure recovery
Collier, Joel E.
;
Breazeale, Michael
;
White, Allyn
- In:
The journal of services marketing
31
(
2017
)
6
,
pp. 604-617
Persistent link: https://www.econbiz.de/10011801633
Saved in:
7
Influence of the work relationship between frontline employees and their immediate supervisor on customers' service experience
Kim, Peter Beomcheol
;
Gazzoli, Gabriel
;
Qu, Halin
;
Kim, …
- In:
Journal of hospitality marketing & management
25
(
2016
)
3/4
,
pp. 425-448
Persistent link: https://www.econbiz.de/10011499261
Saved in:
8
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:
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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