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person:"Günter, Bernd"
~person:"Ruyter, Ko de"
~person:"Sharifi, Seyed Shahin"
~person:"Svensson, Göran"
~person:"Van Vaerenbergh, Yves"
~subject:"Customer service"
~type:"article"
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Search: subject_exact:"Customer orientation"
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Customer service
Beziehungsmarketing
81
Relationship marketing
81
Customer satisfaction
38
Kundenzufriedenheit
38
Lieferantenmanagement
27
Supplier relationship management
27
Consumer behaviour
20
Konsumentenverhalten
20
Confidence
18
Beschwerdemanagement
17
Complaint management
17
Vertrauen
17
Dienstleistungsqualität
15
Service quality
15
Kundenservice
14
B-to-B-Marketing
13
Business-to-business marketing
13
commitment
9
satisfaction
9
Arbeitszufriedenheit
8
Customer integration
8
Dienstleistungssektor
8
Job satisfaction
8
Service industry
8
trust
8
Kundenintegration
7
Marketing management
7
Marketingmanagement
7
Salespeople
7
Selling
7
Service recovery
7
Theorie
7
Theory
7
Verkauf
7
Verkaufspersonal
7
Satisfaction
6
Trust
6
coordination
6
relationship marketing
6
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Article in journal
13
Aufsatz in Zeitschrift
13
Aufsatz im Buch
1
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1
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English
13
German
1
Author
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Günter, Bernd
Ruyter, Ko de
Sharifi, Seyed Shahin
Svensson, Göran
Van Vaerenbergh, Yves
Barnes, Donald C.
7
Gustafsson, Anders
7
Beatty, Sharon E.
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
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
Mortimer, Gary
3
Ok, Chihyung
3
Pelletier, Mark J.
3
Román, Sergio
3
Rui, Huaxia
3
Sands, Sean
3
Schramm-Klein, Hanna
3
Sousa, Rui
3
Stauss, Bernd
3
Steinmann, Sascha
3
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Published in...
All
Journal of business research : JBR
2
Journal of marketing
2
Managing service quality : MSQ ; an international journal
2
International journal of business excellence : IJBEX
1
International journal of contemporary hospitality management
1
International journal of electronic commerce : IJEC
1
International journal of hospitality management
1
Journal of hospitality marketing & management
1
Marketing letters : a journal of research in marketing
1
Probleme und Trends in der Marketing-Forschung : Festschrift für Professor Dr. Peter Hammann zum 60. Geburtstag
1
Service business
1
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ECONIS (ZBW)
14
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1
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:
2
When more pain is better : role of need for uniqueness in service evaluations of observable service recovery
Sharifi, Seyed Shahin
- In:
International journal of hospitality management
85
(
2020
),
pp. 1-11
Persistent link: https://www.econbiz.de/10012241354
Saved in:
3
How to boost frontline employee service recovery performance : the role of cultural intelligence
Costers, Annelies
;
Van Vaerenbergh, Yves
;
Van den …
- In:
Service business
13
(
2019
)
3
,
pp. 581-602
Persistent link: https://www.econbiz.de/10012124374
Saved in:
4
The effects of apologies for service failures in the global online retail
Sengupta, Sanchayan
;
Ray, Daniel
;
Trendel, Olivier
;
Van …
- In:
International journal of electronic commerce : IJEC
22
(
2018
)
3
,
pp. 419-445
Persistent link: https://www.econbiz.de/10011884544
Saved in:
5
Customer participation in service recovery : a meta-analysis
Van Vaerenbergh, Yves
;
Hazée, Simon
;
Costers, Annelies
- In:
Marketing letters : a journal of research in marketing
29
(
2018
)
4
,
pp. 465-483
Persistent link: https://www.econbiz.de/10011964332
Saved in:
6
Co-creating service recovery after service failure : the role of brand equity
Hazée, Simon
;
Van Vaerenbergh, Yves
;
Armirotto, Vincent
- In:
Journal of business research : JBR
74
(
2017
),
pp. 101-109
Persistent link: https://www.econbiz.de/10011675409
Saved in:
7
The impact of service failure and recovery on target and observing customers : a comparative study
Sharifi, Seyed Shahin
;
Palmeira, Mauricio
;
Ma, Junzhao
; …
- In:
Journal of hospitality marketing & management
26
(
2017
)
8
,
pp. 889-910
Persistent link: https://www.econbiz.de/10011784161
Saved in:
8
Discount reference moderates customers' reactions to discount frames after online service failure
Sharifi, Seyed Shahin
;
Aghazadeh, Hashem
- In:
Journal of business research : JBR
69
(
2016
)
10
,
pp. 4074-4080
Persistent link: https://www.econbiz.de/10011553910
Saved in:
9
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:
10
Customer intentions to ivoke service guarantees : do excellence in service recovery, type of guarantee and cultural orientation matter?
Van Vaerenbergh, Yves
;
De Keyser, Arne
;
Larivière, Bart
- In:
Managing service quality : MSQ ; an international journal
24
(
2014
)
1
,
pp. 45-62
Persistent link: https://www.econbiz.de/10010252064
Saved in:
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