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person:"Günter, Bernd"
~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
74
Relationship marketing
74
Customer satisfaction
30
Kundenzufriedenheit
30
Lieferantenmanagement
27
Supplier relationship management
27
Confidence
16
Consumer behaviour
16
Konsumentenverhalten
16
Vertrauen
16
B-to-B-Marketing
13
Business-to-business marketing
13
Beschwerdemanagement
11
Complaint management
11
Dienstleistungsqualität
11
Service quality
11
Kundenservice
9
commitment
9
satisfaction
9
Arbeitszufriedenheit
8
Job satisfaction
8
trust
8
Salespeople
7
Selling
7
Theorie
7
Theory
7
Verkauf
7
Verkaufspersonal
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Customer integration
6
Dienstleistungssektor
6
Marketing management
6
Marketingmanagement
6
Service industry
6
coordination
6
relationship marketing
6
Einzelhandel
5
KMU
5
Kundenintegration
5
Norway
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Günter, Bernd
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
Mortimer, Gary
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 marketing
2
European journal of marketing
1
International journal of business excellence : IJBEX
1
International journal of contemporary hospitality management
1
Journal of retailing and consumer services
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)
9
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9
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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
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
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:
4
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:
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
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:
7
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:
8
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:
9
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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