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~isPartOf:"Effektives Customer Relationship Management : Instrumente - Einführungskonzepte - Organisation"
~isPartOf:"Journal of marketing management : MM"
~isPartOf:"Journal of marketing"
~isPartOf:"Journal of retailing"
~isPartOf:"Journal of service management"
~subject:"Beschwerdemanagement"
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Search: subject_exact:"Kundenbeziehungen"
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Beschwerdemanagement
Beziehungsmarketing
455
Relationship marketing
455
Consumer behaviour
205
Konsumentenverhalten
205
Customer satisfaction
97
Kundenzufriedenheit
97
Dienstleistungsqualität
77
Service quality
77
Einzelhandel
60
Retail trade
60
Customer integration
51
Kundenintegration
51
Brand management
48
Markenführung
48
Social Web
41
Social web
41
Customer value
36
Kundenwert
36
Marketing management
35
Marketingmanagement
35
Brand image
34
Lieferantenmanagement
34
Markenimage
34
Supplier relationship management
34
Internet marketing
28
Online-Marketing
28
Customer service
24
Kundenservice
24
Betriebliche Wertschöpfung
23
Complaint management
23
Customer experience
23
Value creation
23
Brand
22
E-commerce
22
Electronic Commerce
22
Online retailing
21
Online-Handel
21
Salespeople
20
USA
20
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Buttle, Francis A.
2
Hult, G. Tomas M.
2
Vázquez Casielles, Rodolfo
2
Andrews, Michelle
1
Ang, Lawrence
1
Bolton, Lisa E.
1
Brady, Michael K.
1
Braun, Jakob
1
Calantone, Roger J.
1
Cambra-Fierro, Jesus
1
Chen, Lin
1
Chiang, Jeongwen
1
Comprix, Joseph
1
Cronin, J. J.
1
Cummings, Krista Hill
1
Dahl, Darren W.
1
Deng, Xiaoyan
1
Devezer, Berna
1
Díaz Martín, Ana María
1
Edvardsson, Bo
1
Evanschitzky, Heiner
1
Felix, Reto
1
Fornell, Claes
1
Fox, Gavin L.
1
Gauri, Dinesh Kumar
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Golmohammadi, Alireza
1
Grewal, Dhruv
1
Grewal, Lauren
1
Grégoire, Yany
1
Havakhor, Taha
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Herhausen, Dennis
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Huang, Wen Hsien
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Iglesias, Víctor
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Joireman, Jeff
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Kandampully, Jay
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Kanuri, Vamsi K.
1
Keiningham, Timothy
1
Khanyapuss Punjaisri
1
Khare, Adwait
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Effektives Customer Relationship Management : Instrumente - Einführungskonzepte - Organisation
Journal of marketing management : MM
Journal of marketing
Journal of retailing
Journal of service management
Journal of business research : JBR
38
Journal of retailing and consumer services
26
International journal of hospitality management
25
The journal of services marketing
19
The service industries journal
14
Journal of hospitality marketing & management
13
International journal of contemporary hospitality management
11
Journal of service research : JSR
11
Journal of service research
10
Service business
10
Services marketing quarterly
9
Journal of the Academy of Marketing Science
8
Marketing letters : a journal of research in marketing
7
SpringerLink / Bücher
7
Business horizons
6
International journal of production economics
6
Psychology & marketing
6
Tourism management : research, policies, practice
6
Cogent business & management
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 travel and tourism marketing
5
Managing service quality : MSQ ; an international journal
5
Marketing intelligence & planning
5
Asia-Pacific journal of business administration
4
European journal of marketing : EJM
4
International journal of business and economics
4
International journal of consumer studies
4
International journal of quality and service sciences
4
International journal of services and operations management
4
Journal of service theory and practice
4
Journal of strategic marketing
4
Reihe: Wissenschaftliche Arbeitspapiere / W / Institut für Marktorientierte Unternehmensführung, Universität Mannheim
4
Total quality management & business excellence
4
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
4
Working papers / Institut für Wirtschaftsinformatik der Universität Bern
4
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ECONIS (ZBW)
23
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1
Complaint de-escalation strategies on social media
Herhausen, Dennis
;
Grewal, Lauren
;
Cummings, Krista Hill
; …
- In:
Journal of marketing
87
(
2023
)
2
,
pp. 210-231
Persistent link: https://www.econbiz.de/10014245084
Saved in:
2
Information search and product returns across mobile and traditional online channels
Zhang, Yufei
;
Voorhees, Clay M.
;
Chen, Lin
;
Chiang, Jeongwen
- In:
Journal of retailing
98
(
2022
)
2
,
pp. 260-276
Persistent link: https://www.econbiz.de/10013364282
Saved in:
3
Complaint publicization in social media
Golmohammadi, Alireza
;
Havakhor, Taha
;
Gauri, Dinesh Kumar
- In:
Journal of marketing
85
(
2021
)
6
,
pp. 1-23
Persistent link: https://www.econbiz.de/10012662135
Saved in:
4
When and why saying "thank you" is better than saying "sorry" in redressing service failures : the role of self-esteem
You, Yanfen
;
Yang, Xiaojing
;
Wang, Lili
;
Deng, Xiaoyan
- In:
Journal of marketing
84
(
2020
)
2
,
pp. 133-150
Persistent link: https://www.econbiz.de/10012176607
Saved in:
5
Turning complaining customers into loyal customers: moderators of the complaint handling-customer loyalty relationship
Morgeson, Forrest V., III.
;
Hult, G. Tomas M.
;
Mithas, Sunil
- In:
Journal of marketing
84
(
2020
)
5
,
pp. 79-99
Persistent link: https://www.econbiz.de/10012271494
Saved in:
6
The unintended consequence of price-based service recovery incentives
Kanuri, Vamsi K.
;
Andrews, Michelle
- In:
Journal of marketing
83
(
2019
)
5
,
pp. 57-77
Persistent link: https://www.econbiz.de/10012176134
Saved in:
7
Boundary conditions of the effect of customer coproduction : the case of service failure
Zolfagharian, Mohammadali
;
Felix, Reto
;
Braun, Jakob
- In:
Journal of marketing management : MM
34
(
2018
)
9/10
,
pp. 705-731
Persistent link: https://www.econbiz.de/10011935068
Saved in:
8
Why are Generation Y consumers the most likely to complain and repurchase?
Soares, Raquel Reis
;
Zhang, Ting Ting
;
Proença, João F.
; …
- In:
Journal of service management
28
(
2017
)
3
,
pp. 520-540
Persistent link: https://www.econbiz.de/10011758761
Saved in:
9
The benefit of becoming friends : complaining after service failures leads customers with strong ties to increase loyalty
Umashankar, Nita
;
Ward, Morgan K.
;
Dahl, Darren W.
- In:
Journal of marketing
81
(
2017
)
6
,
pp. 79-98
Persistent link: https://www.econbiz.de/10011776897
Saved in:
10
How does corporate social responsibility affect consumer response to service failure in buyer-seller relationships?
Bolton, Lisa E.
;
Mattila, Anna S.
- In:
Journal of retailing
91
(
2015
)
1
,
pp. 140-153
Persistent link: https://www.econbiz.de/10010500739
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