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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:"The service industries journal"
~subject:"Beschwerdemanagement"
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Search: subject_exact:"Kundenbeziehungen"
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Beschwerdemanagement
Beziehungsmarketing
534
Relationship marketing
534
Consumer behaviour
214
Konsumentenverhalten
214
Customer satisfaction
119
Kundenzufriedenheit
119
Dienstleistungsqualität
115
Service quality
115
Einzelhandel
59
Retail trade
59
Brand management
46
Markenführung
46
Lieferantenmanagement
45
Supplier relationship management
45
Customer integration
44
Kundenintegration
44
Marketing management
40
Marketingmanagement
40
Customer value
37
Kundenwert
37
Customer service
34
Kundenservice
34
Social Web
34
Social web
34
Complaint management
33
Internet marketing
33
Online-Marketing
33
Brand image
32
Markenimage
32
E-commerce
31
Electronic Commerce
31
Online retailing
27
Online-Handel
27
Salespeople
27
Verkaufspersonal
27
Confidence
24
Vertrauen
24
Betriebliche Wertschöpfung
23
Value creation
23
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English
32
German
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Buttle, Francis A.
2
Hult, G. Tomas M.
2
Lin, Wen-bao
2
Vázquez Casielles, Rodolfo
2
Andrews, Michelle
1
Ang, Lawrence
1
Balaji, M. S.
1
Bolton, Lisa E.
1
Brady, Michael K.
1
Braun, Jakob
1
Cai, Ruiying
1
Calantone, Roger J.
1
Cambra-Fierro, Jesus
1
Canter, Deborah D.
1
Cantor, Victor John M.
1
Casado-Díaz, Ana B.
1
Chen, Hsi-Tien
1
Chen, Hsiangting Shatina
1
Chen, Li-Fei
1
Chen, Lin
1
Chi, Christina Geng-Qing
1
Chiang, Jeongwen
1
Choi, Beom Joon
1
Choy, Yoon Leng
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
Evanschitzky, Heiner
1
Felix, Reto
1
Fornell, Claes
1
Fox, Gavin L.
1
Gauri, Dinesh Kumar
1
Golmohammadi, Alireza
1
Grewal, Dhruv
1
Grewal, Lauren
1
Grégoire, Yany
1
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Effektives Customer Relationship Management : Instrumente - Einführungskonzepte - Organisation
Journal of marketing management : MM
Journal of marketing
Journal of retailing
The service industries journal
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
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 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)
33
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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
Trust fall : data breach perceptions from loyalty and non-loyalty customers
Chen, Hsiangting Shatina
;
Jai, Tun-Min
- In:
The service industries journal
41
(
2021
)
13/14
,
pp. 947-963
Persistent link: https://www.econbiz.de/10012695300
Saved in:
4
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:
5
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:
6
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:
7
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:
8
Matching service failures and recovery options toward satisfaction
Cantor, Victor John M.
;
Li, Richard C.
- In:
The service industries journal
39
(
2019
)
13/14
,
pp. 901-924
Persistent link: https://www.econbiz.de/10012205901
Saved in:
9
The impacts of complaint efforts on customer satisfaction and loyalty
Cai, Ruiying
;
Chi, Christina Geng-Qing
- In:
The service industries journal
38
(
2018
)
15/16
,
pp. 1095-1115
Persistent link: https://www.econbiz.de/10011977443
Saved in:
10
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
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