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person:"Günter, Bernd"
~person:"Mortimer, Gary"
~person:"Ruyter, Ko de"
~person:"Shin, Hyunju"
~person:"Svensson, Göran"
~subject:"Customer service"
~type:"article"
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Search: subject_exact:"Customer orientation"
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Customer service
Beziehungsmarketing
83
Relationship marketing
83
Customer satisfaction
36
Kundenzufriedenheit
36
Lieferantenmanagement
28
Supplier relationship management
28
Consumer behaviour
23
Konsumentenverhalten
23
Confidence
18
Vertrauen
18
Dienstleistungsqualität
15
Service quality
15
B-to-B-Marketing
13
Business-to-business marketing
13
Beschwerdemanagement
12
Complaint management
12
Kundenservice
12
Einzelhandel
9
Retail trade
9
commitment
9
satisfaction
9
Arbeitszufriedenheit
8
Job satisfaction
8
Salespeople
8
Verkaufspersonal
8
trust
8
Dienstleistungssektor
7
Satisfaction
7
Selling
7
Service industry
7
Theorie
7
Theory
7
Verkauf
7
Customer integration
6
Marketing management
6
Marketingmanagement
6
Trust
6
coordination
6
relationship marketing
6
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11
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11
Aufsatz im Buch
1
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1
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English
11
German
1
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Günter, Bernd
Mortimer, Gary
Ruyter, Ko de
Shin, Hyunju
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
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
Gazzoli, Gabriel
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
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
To, Wai Ming
3
Torres, Edwin N.
3
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Journal of retailing and consumer services
3
Journal of marketing
2
European journal of marketing
1
International journal of business excellence : IJBEX
1
International journal of contemporary hospitality management
1
Journal of fashion marketing and management
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
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ECONIS (ZBW)
12
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1
Measuring the intention-behavior gap in service failure and recovery : the moderating roles of failure severity and service recovery satisfaction
Mesquita, José Marcos Carvalho de
;
Shin, Hyunju
; …
- In:
European journal of marketing
57
(
2023
)
7
,
pp. 1826-1853
Persistent link: https://www.econbiz.de/10014342175
Saved in:
2
Examining the drivers of deviant service adaption in fashion retailing : the role of tenure
Mortimer, Gary
;
Wang, Shasha
- In:
Journal of fashion marketing and management
26
(
2022
)
2
,
pp. 221-246
Persistent link: https://www.econbiz.de/10013162349
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
Examining the consequences of customer-oriented deviance in retail
Mortimer, Gary
;
Fazal-e-Hasan, Syed
;
Strebel, Judi
- In:
Journal of retailing and consumer services
58
(
2021
),
pp. 1-14
Persistent link: https://www.econbiz.de/10012431571
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
The impact of service failure on brand credibility
Bougoure, Ursula Sigrid
;
Russell-Bennett, Rebekah
; …
- In:
Journal of retailing and consumer services
31
(
2016
),
pp. 62-71
Persistent link: https://www.econbiz.de/10011528525
Saved in:
7
The effects of harm directions and service recovery strategies on customer forgiveness and negative word-of-mouth intentions
Casidy, Riza
;
Shin, Hyunju
- In:
Journal of retailing and consumer services
27
(
2015
),
pp. 103-112
Persistent link: https://www.econbiz.de/10011388094
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
The effect of implicit service guarantees on business performance
Shin, Hyunju
;
Ellinger, Alexander E.
- In:
The journal of services marketing
27
(
2013
)
6
,
pp. 431-442
Persistent link: https://www.econbiz.de/10010198222
Saved in:
10
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:
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