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person:"Günter, Bernd"
~person:"Svensson, Göran"
~person:"Van Vaerenbergh, Yves"
~subject:"Customer service"
~type:"article"
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Customer service
Beziehungsmarketing
54
Relationship marketing
54
Customer satisfaction
31
Kundenzufriedenheit
31
Lieferantenmanagement
26
Supplier relationship management
26
Confidence
17
Vertrauen
16
Beschwerdemanagement
14
Complaint management
14
B-to-B-Marketing
11
Business-to-business marketing
11
Dienstleistungsqualität
10
Service quality
10
Consumer behaviour
9
Konsumentenverhalten
9
Kundenservice
9
commitment
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satisfaction
9
Arbeitszufriedenheit
8
Job satisfaction
8
trust
8
Theorie
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Theory
7
Selling
6
Verkauf
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coordination
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relationship marketing
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Dienstleistungssektor
5
KMU
5
Marketing management
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Marketingmanagement
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Norway
5
Norwegen
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SME
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Satisfaction
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Service industry
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Günter, Bernd
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
Sharifi, Seyed Shahin
3
Sousa, Rui
3
Stauss, Bernd
3
Steinmann, Sascha
3
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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
Journal of business research : JBR
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)
9
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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
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:
3
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:
4
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:
5
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:
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
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:
8
Service recovery's impact on customers next-in-line
Van Vaerenbergh, Yves
;
Vermeir, Iris
;
Larivière, Bart
- In:
Managing service quality : MSQ ; an international journal
23
(
2013
)
6
,
pp. 495-512
Persistent link: https://www.econbiz.de/10010202243
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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