//--> //--> //--> //-->
Toggle navigation
Logout
Change account settings
EN
DE
ES
FR
A-Z
Beta
About EconBiz
News
Thesaurus (STW)
Research Skills
Help
EN
DE
ES
FR
My account
Logout
Change account settings
Login
Publications
Events
Your search terms
Search
Retain my current filters
person:"Günter, Bernd"
~person:"Gazzoli, Gabriel"
~person:"Mattila, Anna S."
~person:"Ruyter, Ko de"
~person:"Svensson, Göran"
~subject:"Customer service"
~type:"article"
Search options
All Fields
Title
Exact title
Subject
Author
Institution
ISBN/ISSN
Published in...
Publisher
Open Access only
Advanced
Search history
My EconBiz
Favorites
Loans
Reservations
Fines
You are here:
Home
Search: subject_exact:"Customer orientation"
Narrow search
Delete all filters
| 7 applied filters
Year of publication
From:
To:
Subject
All
Customer service
Beziehungsmarketing
107
Relationship marketing
107
Customer satisfaction
49
Kundenzufriedenheit
49
Consumer behaviour
40
Konsumentenverhalten
40
Lieferantenmanagement
30
Supplier relationship management
30
Dienstleistungsqualität
26
Service quality
26
Beschwerdemanagement
19
Complaint management
19
Confidence
17
Vertrauen
17
B-to-B-Marketing
13
Business-to-business marketing
13
Kundenservice
12
Arbeitszufriedenheit
11
Job satisfaction
11
commitment
9
satisfaction
9
Kundenbindungsprogramm
8
Loyalty program
8
Salespeople
8
Verkaufspersonal
8
trust
8
Dienstleistungssektor
7
Marketing management
7
Marketingmanagement
7
Selling
7
Service industry
7
Theorie
7
Theory
7
USA
7
United States
7
Verkauf
7
Gastronomie
6
Restaurant industry
6
coordination
6
more ...
less ...
Online availability
All
Undetermined
6
Type of publication
All
Article
Type of publication (narrower categories)
All
Article in journal
11
Aufsatz in Zeitschrift
11
Aufsatz im Buch
1
Book section
1
Language
All
English
11
German
1
Author
All
Günter, Bernd
Gazzoli, Gabriel
Mattila, Anna S.
Ruyter, Ko de
Svensson, Göran
Barnes, Donald C.
7
Gustafsson, Anders
7
Beatty, Sharon E.
6
Van Vaerenbergh, Yves
6
Walsh, Gianfranco
6
Collier, Joel E.
5
Baker, Melissa A.
4
Dagger, Tracey S.
4
Larivière, Bart
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
more ...
less ...
Published in...
All
Journal of marketing
2
International journal of business excellence : IJBEX
1
International journal of contemporary hospitality management
1
International journal of hospitality management
1
Journal of business research : JBR
1
Journal of hospitality marketing & management
1
Journal of service research
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
Services marketing quarterly
1
The journal of services marketing
1
more ...
less ...
Source
All
ECONIS (ZBW)
12
Showing
1
-
10
of
12
Sort
relevance
articles prioritized
date (newest first)
date (oldest first)
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
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
To err is human(-oid) : how do consumers react to robot service failure and recovery?
Choi, Sungwoo
;
Mattila, Anna S.
;
Bolton, Lisa E.
- In:
Journal of service research
24
(
2021
)
3
,
pp. 354-371
Persistent link: https://www.econbiz.de/10012592941
Saved in:
5
Service recovery, justice perception, and forgiveness : the "other customers" perspectives
Shin, Hyunju
;
Casidy, Riza
;
Mattila, Anna S.
- In:
Services marketing quarterly
39
(
2018
)
1
,
pp. 1-21
Persistent link: https://www.econbiz.de/10011804112
Saved in:
6
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:
7
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:
8
Effectiveness of recovery actions on deviant customer behavior : the moderating role of gender
Huey Chern Boo
;
Mattila, Anna S.
;
Tan, Ching Yeng
- In:
International journal of hospitality management
35
(
2013
),
pp. 180-192
Persistent link: https://www.econbiz.de/10010225814
Saved in:
9
Principles and principals : do customer stewardship and agency control compete or complement when shaping frontline employee behavior?
Scheper, Jeroen
;
Falk, Tomas
;
Ruyter, Ko de
;
Jong, Ad de
; …
- In:
Journal of marketing
76
(
2012
)
6
,
pp. 1-20
Persistent link: https://www.econbiz.de/10009670272
Saved in:
10
Return on interactivity : the impact of online agents on newcomer adjustment
Köhler, Clemens F.
;
Rohm, Andrew J.
;
Ruyter, Ko de
; …
- In:
Journal of marketing
75
(
2011
)
2
,
pp. 93-108
Persistent link: https://www.econbiz.de/10008935841
Saved in:
1
2
Next
Last
Results per page
10
25
50
100
250
A service of the
zbw
×
Loading...
//-->