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person:"Günter, Bernd"
~person:"Ruyter, Ko de"
~person:"Sharifi, Seyed Shahin"
~person:"Svensson, Göran"
~subject:"Customer service"
~type:"article"
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Search: subject_exact:"Customer orientation"
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Customer service
Beziehungsmarketing
69
Relationship marketing
69
Customer satisfaction
29
Kundenzufriedenheit
29
Lieferantenmanagement
27
Supplier relationship management
27
Confidence
17
Vertrauen
17
Consumer behaviour
14
Konsumentenverhalten
14
B-to-B-Marketing
13
Business-to-business marketing
13
Beschwerdemanagement
10
Complaint management
10
Dienstleistungsqualität
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Service quality
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commitment
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satisfaction
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Arbeitszufriedenheit
8
Job satisfaction
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Kundenservice
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trust
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Dienstleistungssektor
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Service industry
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Theorie
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Theory
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Verkauf
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Verkaufspersonal
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Marketing management
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Marketingmanagement
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Satisfaction
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Trust
6
coordination
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relationship marketing
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Günter, Bernd
Ruyter, Ko de
Sharifi, Seyed Shahin
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
Gazzoli, Gabriel
3
Gremler, Dwayne D.
3
Gruber, Thorsten
3
Hellström, Daniel
3
Hur, Won-Moo
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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.
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Román, Sergio
3
Rui, Huaxia
3
Sands, Sean
3
Sousa, Rui
3
Stauss, Bernd
3
To, Wai Ming
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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
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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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
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:
4
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:
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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