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person:"Günter, Bernd"
~person:"Hogreve, Jens"
~person:"Kenning, Peter"
~person:"Svensson, Göran"
~subject:"Complaint management"
~subject:"Germany"
~type:"article"
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Search: subject_exact:"Customer orientation"
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Complaint management
Germany
Beziehungsmarketing
60
Relationship marketing
60
Lieferantenmanagement
30
Supplier relationship management
30
Customer satisfaction
28
Kundenzufriedenheit
28
Confidence
19
Vertrauen
19
Beschwerdemanagement
13
B-to-B-Marketing
12
Business-to-business marketing
12
Consumer behaviour
11
Konsumentenverhalten
11
Arbeitszufriedenheit
9
Dienstleistungsqualität
9
Job satisfaction
9
Service quality
9
Theorie
9
Theory
9
commitment
9
satisfaction
9
Deutschland
8
trust
8
Marketing management
6
Marketingmanagement
6
Selling
6
Verkauf
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coordination
6
relationship marketing
6
Dienstleistungssektor
5
KMU
5
Norway
5
Norwegen
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SME
5
Satisfaction
5
Service industry
5
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5
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9
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German
12
English
8
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Günter, Bernd
Hogreve, Jens
Kenning, Peter
Svensson, Göran
Huber, Frank
16
Homburg, Christian
14
Bruhn, Manfred
13
Herrmann, Andreas
12
Mattila, Anna S.
12
Walsh, Gianfranco
11
Evanschitzky, Heiner
9
Grégoire, Yany
9
Stauss, Bernd
9
Bauer, Hans H.
8
Gelbrich, Katja
7
Van Vaerenbergh, Yves
7
Cai, Ruiying
6
Diller, Hermann
6
Gerpott, Torsten J.
6
Helmig, Bernd
6
Hennig-Thurau, Thorsten
6
Hilbert, Andreas
6
Meyer, Anton
6
Balaji, M. S.
5
Dietrich, Martin
5
Georgi, Dominik
5
Lüers, Thomas
5
Meffert, Heribert
5
Roschk, Holger
5
Schröder, Hendrik
5
Spiller, Achim
5
Tscheulin, Dieter K.
5
Töpfer, Armin
5
Vázquez Casielles, Rodolfo
5
Wiedmann, Klaus-Peter
5
Wieseke, Jan
5
Ahlert, Dieter
4
Baker, Melissa A.
4
Benkenstein, Martin
4
Blut, Markus
4
Brock, Christian
4
Decker, Alexander
4
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Kundenzufriedenheit : Konzepte - Methoden - Erfahrungen
3
Customer Relationship Management im Handel : Strategien, Konzepte, Erfahrungen
1
Die Betriebswirtschaft : DBW
1
Erfolgsfaktor Mitarbeiter : wirksames Personalmanagement für Kulturbetriebe
1
Interaktionen im Dienstleistungsbereich
1
International journal of business excellence : IJBEX
1
International journal of contemporary hospitality management
1
International journal of research in marketing : IJRM ; official journal of the European Marketing Academy
1
International journal of retail & distribution management
1
Investitionsgüter- und High-Tech-Marketing (ITM) : erprobte Instrumentarien, Erfolgsbeispiele, Problemlösungen
1
Journal of business research : JBR
1
Journal of service research
1
Journal of the Academy of Marketing Science
1
Kundenmanagement
1
Marktstrategische Veränderungen in der Hersteller-Handels-Dyade
1
Relationship Marketing : Standortbestimmung und Perspektiven ; mit 13 Tabellen
1
The journal of business & industrial marketing
1
Vertikales Marketing und Markenführung im Zeichen von Category-Management
1
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ECONIS (ZBW)
20
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1
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20
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date (oldest first)
1
A sequential logic model between sales performance and salesperson satisfaction in B2B markets
Rodríguez, Rocío
;
Høgevold, Nils
;
Otero-Neira, Carmen
; …
- In:
The journal of business & industrial marketing
37
(
2022
)
1
,
pp. 180-194
Persistent link: https://www.econbiz.de/10012797127
Saved in:
2
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:
3
Buffering effects of brand community identification in service failures : the role of customer citizenship behaviors
Mandl, Leonhard
;
Hogreve, Jens
- In:
Journal of business research : JBR
107
(
2020
),
pp. 130-137
Persistent link: https://www.econbiz.de/10012156727
Saved in:
4
Service recovery on stage : effects of social media recovery on virtually present others
Hogreve, Jens
;
Bilstein, Nicola
;
Hörner, Kathrin Brigitte
- In:
Journal of service research
22
(
2019
)
4
,
pp. 421-439
Persistent link: https://www.econbiz.de/10012128049
Saved in:
5
Unveiling the recovery time zone of tolerance : when time matters in service recovery
Hogreve, Jens
;
Bilstein, Nicola
;
Mandl, Leonhard
- In:
Journal of the Academy of Marketing Science
45
(
2017
)
6
,
pp. 866-883
Persistent link: https://www.econbiz.de/10011779540
Saved in:
6
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:
7
Satisfaction with complaint handling : a replication study on its determinants in a business-to-business context
Brock, Christian
;
Blut, Markus
;
Evanschitzky, Heiner
; …
- In:
International journal of research in marketing : IJRM ; …
30
(
2013
)
3
,
pp. 319-322
Persistent link: https://www.econbiz.de/10009779946
Saved in:
8
Alle zufrieden?! : Besucherorientierung fängt beim Mitarbeiter an
Günter, Bernd
- In:
Erfolgsfaktor Mitarbeiter : wirksames …
,
(pp. 199-209)
.
2013
Persistent link: https://www.econbiz.de/10009692625
Saved in:
9
Consumer trust in food retailers : conceptual framework and empirical evidence
Rampl, Linn Viktoria
;
Eberhardt, Tim
;
Schütte, Reinhard
; …
- In:
International journal of retail & distribution management
40
(
2012
)
4
,
pp. 254-272
Persistent link: https://www.econbiz.de/10009561598
Saved in:
10
Beschwerdemanagement als Schlüssel zur Kundenzufriedenheit
Günter, Bernd
- In:
Kundenzufriedenheit : Konzepte - Methoden - Erfahrungen
,
(pp. 325-348)
.
2012
Persistent link: https://www.econbiz.de/10009316693
Saved in:
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