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~accessRights:"restricted"
~isPartOf:"Journal of service research"
~isPartOf:"SpringerLink / Bücher"
~isPartOf:"Total quality management & business excellence"
~subject:"Beschwerdemanagement"
~subject:"Marketing"
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Search: "Customer relationship management"
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Beschwerdemanagement
Marketing
Beziehungsmarketing
341
Relationship marketing
341
Kundenmanagement
141
Deutschland
100
Germany
100
Consumer behaviour
88
Konsumentenverhalten
88
Kundenzufriedenheit
65
Customer satisfaction
64
Dienstleistungsqualität
57
Service quality
57
Theorie
48
Theory
48
Kundenbindung
44
Kundenorientierung
41
Beziehungsmanagement
39
Kundenintegration
35
Customer integration
34
Customer service
32
Kundenservice
32
Brand management
31
Markenführung
31
Kundenwert
27
Lieferantenmanagement
27
Supplier relationship management
27
Unternehmen
27
Complaint management
24
Marketing management
24
Marketingmanagement
24
Customer value
22
Erfolgsfaktor
19
Social Web
19
Social web
19
Dienstleistungssektor
18
B-to-B-Marketing
17
Business-to-business marketing
17
Dienstleistung
17
Markenpolitik
17
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33
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6
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2
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German
27
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20
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Fink, Klaus-J.
4
Grégoire, Yany
2
Mattila, Anna S.
2
Stauss, Bernd
2
Wei, Jiahua
2
Albrecht, Arne Keno
1
Arndt, Oliver
1
Beatty, Sharon E.
1
Belz, Christian
1
Bilstein, Nicola
1
Bjerre, Mogens
1
Bolton, Lisa E.
1
Brock, Christian
1
Bruns, Andrea
1
Béal, Mathieu
1
Chao, Cheng-Min
1
Cheng, Bor-Wen
1
Choi, Sungwoo
1
Dangelmaier, Wilhelm
1
Danheiser, Stacey
1
Fuchs, Gerhard
1
Garding, Stefan
1
Gerth, Norbert
1
Glikson, Ella
1
Hall, Matthew J.
1
Hannig, Uwe
1
Heinrich, Stephan
1
Helmke, Stefan
1
Hintze, Stephanie
1
Hogreve, Jens
1
Hou, Zhiping
1
Hougaard, Søren
1
Hyodo, Jamie D.
1
Hörner, Kathrin Brigitte
1
Johnston, Paul
1
Kahler, Björn
1
Kelly, Simon
1
Kilian, Thomas
1
Kopelman, Shirli
1
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Journal of service research
SpringerLink / Bücher
Total quality management & business excellence
Journal of business research : JBR
43
Journal of retailing and consumer services
24
International journal of hospitality management
17
The journal of services marketing
11
Service business
10
Springer eBook Collection / Business and Economics
10
Springer eBook Collection
9
Journal of hospitality marketing & management
8
Journal of strategic marketing
8
Marketing intelligence & planning
8
Business horizons
7
Journal of service research : JSR
7
The service industries journal
7
Journal of business-to-business marketing
6
Journal of the Academy of Marketing Science
6
Tourism management : research, policies, practice
6
Asia-Pacific journal of business administration
5
International journal of production economics
5
Journal of consumer marketing
5
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
5
Journal of marketing
5
Services marketing quarterly
5
European journal of marketing : EJM
4
International journal of contemporary hospitality management
4
Journal of modelling in management
4
Journal of relationship marketing : innovations and enhancements for customer service, relations, and satisfaction
4
Marketing letters : a journal of research in marketing
4
Asia Pacific journal of marketing and logistics
3
Australasian marketing journal
3
Gabler Edition Wissenschaft
3
Industrial marketing management : the international journal for industrial and high-tech firms
3
International journal of quality and service sciences
3
International journal of services, economics and management
3
Journal of historical research in marketing
3
Journal of interactive marketing : a quarterly publication from the Direct Marketing Educational Foundation
3
Journal of internet commerce
3
Journal of marketing management : JMM ; journal of the Academy of Marketing
3
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ECONIS (ZBW)
47
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1
Research on the impact of consumer forgiveness on consumer continuous trust
Wei, Jiahua
;
Zhu, Sai
;
Lu, Hui
;
Li, Chao
;
Hou, Zhiping
; …
- In:
Total quality management & business excellence
34
(
2023
)
6
,
pp. 692-711
Persistent link: https://www.econbiz.de/10013550274
Saved in:
2
Service provider to the rescue : how firm recovery of do-it-yourself service failure turns consumers from competitors to satisfied customers
Hall, Matthew J.
;
Hyodo, Jamie D.
- In:
Journal of service research
26
(
2023
)
4
,
pp. 578-596
Persistent link: https://www.econbiz.de/10014580334
Saved in:
3
How do observers react to companies' humorous responses to online public complaints?
Béal, Mathieu
;
Grégoire, Yany
- In:
Journal of service research
25
(
2022
)
2
,
pp. 242-259
Persistent link: https://www.econbiz.de/10013268018
Saved in:
4
Research on the influence of compensation methods and customer sentiment on service recovery effect
Wei, Jiahua
;
Lin, Xi
- In:
Total quality management & business excellence
33
(
2022
)
5
,
pp. 489-508
Persistent link: https://www.econbiz.de/10013166889
Saved in:
5
Benefits from the standardisation of the complaint management system
Phabmixay, Chanthaly S.
;
Rodríguez-Escudero, Ana Isabel
; …
- In:
Total quality management & business excellence
32
(
2021
)
7
,
pp. 737-757
Persistent link: https://www.econbiz.de/10012513922
Saved in:
6
Service failure and recovery at the crossroads : recommendations to revitalize the field and its influence : editorial
Grégoire, Yany
;
Mattila, Anna S.
- In:
Journal of service research
24
(
2021
)
3
,
pp. 323-328
Persistent link: https://www.econbiz.de/10012592932
Saved in:
7
To err is human(-oid) : how do consumers react to robot service failure and recovery?
Choi, Sungwoo
;
Mattila, Anna S.
;
Bolton, Lisa E.
- In:
Journal of service research
24
(
2021
)
3
,
pp. 354-371
Persistent link: https://www.econbiz.de/10012592941
Saved in:
8
Does service recovery affect satisfaction and loyalty? : an empirical study of medical device suppliers
Chao, Cheng-Min
;
Cheng, Bor-Wen
- In:
Total quality management & business excellence
30
(
2019
)
12
,
pp. 1350-1366
Persistent link: https://www.econbiz.de/10012199846
Saved in:
9
Mix & match: a resource-based complaint recovery framework for tangible compensation
Stakhovych, Stanislav
;
Tamaddoni, Ali
- In:
Journal of service research
23
(
2020
)
3
,
pp. 337-352
Persistent link: https://www.econbiz.de/10012265770
Saved in:
10
Effektives
Customer
Relationship
Management
: Instrumente - Einführungskonzepte - Organisation
Helmke, Stefan
-
2013
-
5., überarbeitete Auflage
notwendiger Organisation und Technik. Das Buch [verspricht] ein Standardwerk des
Customer
Relationship
Management
(CRM) zu werden …
Persistent link: https://www.econbiz.de/10014282798
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