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person:"Schmitz, Gertrud"
~person:"Beatty, Sharon E."
~subject:"Customer delight"
~subject:"Customer service"
~subject:"Event marketing"
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Search: subject_exact:"Post-purchase marketing"
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Customer delight
Customer service
Event marketing
Kundenservice
10
Beziehungsmarketing
7
Relationship marketing
7
Customer satisfaction
4
Kundenzufriedenheit
4
Competence
2
Consumer behaviour
2
Kompetenz
2
Konsumentenverhalten
2
Occupational qualification
2
Qualifikation
2
Arbeitskräfte
1
Arbeitsverhalten
1
Automotive services industry
1
Beschwerdemanagement
1
Burnout due-to-customers
1
COR theory
1
Complaint management
1
Controlling
1
Coronavirus
1
Customer misbehaviors
1
Customer rule violations
1
Customer value
1
Customer workplace stressors
1
Dienstleistungsmarketing
1
Dienstleistungsqualität
1
Emotion
1
Employee appraisal
1
Event-Marketing
1
Frontline employees
1
Human resource development
1
Human resource planning
1
KMU
1
Kfz-Gewerbe
1
Kundenwert
1
Leistungsmotivation
1
Management control
1
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English
6
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Schmitz, Gertrud
Beatty, Sharon E.
Stauss, Bernd
19
Thomas, Oliver
14
Pepels, Werner
11
Gustafsson, Anders
10
Mattila, Anna S.
10
Wirtz, Jochen
10
Edvardsson, Bo
9
Fellmann, Michael
9
Van Vaerenbergh, Yves
9
Hinterhuber, Hans H.
8
Kumar, Anuj
8
Nüttgens, Markus
8
Walsh, Gianfranco
8
Barnes, Donald C.
7
Bliemel, Friedhelm
7
Fassott, Georg
7
Gouthier, Matthias
7
Helmke, Stefan
7
McColl-Kennedy, Janet R.
7
Miao, Li
7
Netessine, Serguei
7
Schlicker, Michael
7
Sharma, Piyush
7
Shin, Hyunju
7
Sirianni, Nancy J.
7
Söderlund, Magnus
7
Bowen, David E.
6
Collier, Joel E.
6
Dangelmaier, Wilhelm
6
Dixon, Matthew
6
Ellinger, Alexander E.
6
Gelbrich, Katja
6
Gierl, Heribert
6
Gremler, Dwayne D.
6
Groth, Markus
6
Gruber, Thorsten
6
Haas, Alexander
6
Luczak, Holger
6
Medler-Liraz, Hana
6
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Diskussionsbeiträge der Mercator School of Management der Universität Duisburg-Essen, Campus Duisburg
2
Journal of service research : JSR
2
Dienstleistungscontrolling
1
European journal of marketing
1
Journal of marketing theory and practice
1
Journal of service research
1
Journal of service theory and practice
1
Neue Herausforderungen an das Dienstleistungsmarketing
1
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ECONIS (ZBW)
10
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date (oldest first)
1
FLEs' concerns with misbehaving customers in the time of COVID and beyond
Gillson, Stephanie T.
;
Beatty, Sharon E.
;
Northington, …
- In:
Journal of service theory and practice
33
(
2023
)
6
,
pp. 771-796
Persistent link: https://www.econbiz.de/10014448092
Saved in:
2
It's not whether you win or lose, it's how you play : customer delight in unpredictable experiential encounters
Barnes, Donald C.
;
Pelletier, Mark J.
;
Collier, Joel E.
; …
- In:
European journal of marketing
56
(
2022
)
8
,
pp. 2216-2249
Persistent link: https://www.econbiz.de/10013457336
Saved in:
3
The effect of compensation size on recovery satisfaction after group service failures: the role of group versus individual service recovery
Albrecht, Arne Keno
;
Schäfers, Tobias
;
Walsh, Gianfranco
; …
- In:
Journal of service research
22
(
2019
)
1
,
pp. 60-74
Persistent link: https://www.econbiz.de/10012005769
Saved in:
4
Emotional convergence in service relationships : the shared frontline experience of customers and employees
Zablah, Alex R.
;
Sirianni, Nancy J.
;
Korschun, Daniel
; …
- In:
Journal of service research : JSR
20
(
2017
)
1
,
pp. 76-90
Persistent link: https://www.econbiz.de/10011648260
Saved in:
5
Frontline service employee compliance with customer special requests
Beatty, Sharon E.
;
Ogilvie, Jessica
;
Northington, …
- In:
Journal of service research : JSR
19
(
2016
)
2
,
pp. 158-173
Persistent link: https://www.econbiz.de/10011485432
Saved in:
6
Customer engagement : exploring customer relationships beyond purchase
Vivek, Shiri D.
;
Beatty, Sharon E.
;
Morgan, Robert M.
- In:
Journal of marketing theory and practice
20
(
2012
)
2
,
pp. 127-145
Persistent link: https://www.econbiz.de/10009551731
Saved in:
7
Die individuelle Lösungskompetenz bei Lösungsanbietern : konzeptionelle Grundlagen und unternehmensspezifische Diagnose
Schmitz, Gertrud
;
Eberhardt, Simone
-
2009
Persistent link: https://www.econbiz.de/10013441171
Saved in:
8
Empowerment als ganzheitliches Managementkonzept zur Steuerung der individuellen Lösungskompetenz bei Lösungsanbietern: : Wirkungsmechanismen und Implementierung
Schmitz, Gertrud
;
Dietz, Michaela
;
Eberhardt, Simone
-
2009
Persistent link: https://www.econbiz.de/10013441179
Saved in:
9
Der Zusammenhang zwischen wahrgenommenen Kosten und Loyalitätsabsicht : eine theoretische und empirische Analyse am Beispiel von Kfz-Dienstleistungen
Schmitz, Gertrud
;
Dietz, Michaela
- In:
Neue Herausforderungen an das Dienstleistungsmarketing
,
(pp. 117-143)
.
2008
Persistent link: https://www.econbiz.de/10003675933
Saved in:
10
Mitarbeiterperformance als Ansatzpunkt eines Leistungscontrolling im Servicekontakt
Schmitz, Gertrud
- In:
Dienstleistungscontrolling
,
(pp. 157-180)
.
2005
Persistent link: https://www.econbiz.de/10003302039
Saved in:
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