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person:"Günter, Bernd"
~person:"Gazzoli, Gabriel"
~person:"Ruyter, Ko de"
~person:"Svensson, Göran"
~subject:"Customer service"
~type:"article"
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Customer service
Beziehungsmarketing
70
Relationship marketing
70
Customer satisfaction
29
Kundenzufriedenheit
29
Lieferantenmanagement
27
Supplier relationship management
27
Confidence
16
Vertrauen
16
B-to-B-Marketing
13
Business-to-business marketing
13
Consumer behaviour
12
Konsumentenverhalten
12
Arbeitszufriedenheit
11
Job satisfaction
11
Dienstleistungsqualität
9
Service quality
9
commitment
9
satisfaction
9
Kundenservice
8
Salespeople
8
Verkaufspersonal
8
trust
8
Beschwerdemanagement
7
Complaint management
7
Selling
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Theorie
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Theory
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Verkauf
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Dienstleistungssektor
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Marketing management
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Marketingmanagement
6
Service industry
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coordination
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relationship marketing
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Customer integration
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KMU
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Günter, Bernd
Gazzoli, Gabriel
Ruyter, Ko de
Svensson, Göran
Barnes, Donald C.
7
Beatty, Sharon E.
6
Gustafsson, Anders
6
Van Vaerenbergh, Yves
6
Walsh, Gianfranco
6
Collier, Joel E.
5
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
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Kim, Wansoo
3
McColl-Kennedy, Janet R.
3
Mortimer, Gary
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Ok, Chihyung
3
Pelletier, Mark J.
3
Román, Sergio
3
Rui, Huaxia
3
Sands, Sean
3
Sharifi, Seyed Shahin
3
Sousa, Rui
3
Stauss, Bernd
3
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Journal of marketing
2
International journal of business excellence : IJBEX
1
International journal of contemporary hospitality management
1
Journal of business research : JBR
1
Journal of hospitality marketing & management
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
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ECONIS (ZBW)
8
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8
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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
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
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:
5
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:
6
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:
7
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:
8
Qualitativ ausgerichtete Small-sample-Marktforschung : Kundenkonferenzen als Beispiel für Customer Focus Groups im After-sales-Marketing
Günter, Bernd
- In:
Probleme und Trends in der Marketing-Forschung : …
,
(pp. 193-207)
.
1998
Persistent link: https://www.econbiz.de/10001301060
Saved in:
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