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~isPartOf:"Journal of retailing"
~isPartOf:"Journal of service research"
~person:"Blut, Markus"
~person:"Calantone, Roger J."
~person:"Cronin, J. J."
~person:"Fu, Xiaoxiao"
~person:"Fumagalli, Elena"
~person:"Harmeling, Colleen"
~subject:"Beziehungsmarketing"
~subject:"Brand image"
~subject:"Complaint management"
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Search: "Customer relationship management"
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Beziehungsmarketing
Brand image
Complaint management
Relationship marketing
12
Consumer behaviour
7
Customer satisfaction
7
Konsumentenverhalten
7
Kundenzufriedenheit
7
Einzelhandel
4
Retail trade
4
Dienstleistungsqualität
3
Service quality
3
Beschwerdemanagement
2
Brand management
2
Customer service
2
Kundenservice
2
Markenführung
2
Salespeople
2
Switching behaviour
2
Switching costs
2
Verkaufspersonal
2
Wechselverhalten
2
Arbeitsverhalten
1
Artificial intelligence
1
Brand extra-role behaviors
1
Brand identification
1
Channel use
1
Consumer experience
1
Conviction
1
Customer delight
1
Customer entitlement
1
Customer expectation
1
Customer experience
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Customer integration
1
Customer learning
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Customer orientation
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Customer relationship management
1
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Customer retention management
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Blut, Markus
Calantone, Roger J.
Cronin, J. J.
Fu, Xiaoxiao
Fumagalli, Elena
Harmeling, Colleen
Grewal, Dhruv
8
Lemon, Katherine N.
6
Noble, Stephanie M.
5
Gustafsson, Anders
4
Verhoef, Peter C.
4
Brady, Michael K.
3
Evanschitzky, Heiner
3
Grégoire, Yany
3
Hollebeek, Linda D.
3
Mattila, Anna S.
3
McColl-Kennedy, Janet R.
3
Neslin, Scott A.
3
Nordfält, Jens
3
Pauwels, Koen
3
Roggeveen, Anne L.
3
Sesé, F. Javier
3
Voorhees, Clay M.
3
Arnold, Todd J.
2
Auh, Seigyoung
2
Beatty, Sharon E.
2
Becker, Jan U.
2
Biswas, Dipayan
2
Bolton, Lisa E.
2
Bolton, Ruth N.
2
Chen, Jialie
2
Danaher, Peter J.
2
Danaher, Tracey S.
2
Eisend, Martin
2
Gangwar, Manish
2
Groth, Markus
2
Hochstein, Bryan
2
Houston, Mark B.
2
Hughes, Douglas E.
2
Hult, G. Tomas M.
2
Kumar, V.
2
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Journal of retailing
Journal of service research
Journal of business research : JBR
4
International journal of research in marketing : IJRM ; official journal of the European Marketing Academy
3
Tourism management : research, policies, practice
3
Journal of the Academy of Marketing Science
2
Die Betriebswirtschaft : DBW
1
Economia delle fonti di energia e dell'ambiente
1
Gabler Edition Wissenschaft / Unternehmenskooperation und Netzwerkmanagement
1
Industrial marketing management : the international journal for industrial and high-tech firms
1
International Journal of Hospitality and Event Management
1
International business review : the official journal of the European International Business Academy
1
International journal of contemporary hospitality management
1
International journal of hospitality management
1
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
1
Journal of marketing channels : ... distribution systems, strategy, and management
1
Journal of relationship marketing : innovations & enhancements for customer service, relations & satisfaction
1
Journal of service research : JSR
1
Journal of travel and tourism marketing
1
Kundenmanagement
1
Marketing letters : a journal of research in marketing
1
Planung & Analyse : Zeitschrift für Marktforschung und Marketing
1
Psychology & marketing
1
Sport management review
1
SpringerLink / Bücher
1
The journal of services marketing
1
Tourism review : the official journal of the AIEST
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ECONIS (ZBW)
12
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1
More than machines : the role of the future retail salesperson in enhancing the customer experience
Pappas, Alec
;
Fumagalli, Elena
;
Rouziou, Maria
; …
- In:
Journal of retailing
99
(
2023
)
4
,
pp. 518-531
Persistent link: https://www.econbiz.de/10014465643
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
Consumer job journeys
Bettencourt, Lance A.
;
Harmeling, Colleen
; …
- In:
Journal of service research
25
(
2022
)
3
,
pp. 347-370
Persistent link: https://www.econbiz.de/10013395966
Saved in:
4
Spoiled rotten : how and when discontinuation of repetitive and regular delight offers increases customer desire for revenge
Li, Yi
;
Fumagalli, Elena
- In:
Journal of retailing
98
(
2022
)
3
,
pp. 412-431
Persistent link: https://www.econbiz.de/10013426728
Saved in:
5
Insight is power : understanding the terms of the consumer-firm data exchange
Krafft, Manfred
;
Kumar, Vikas
;
Harmeling, Colleen
; …
- In:
Journal of retailing
97
(
2021
)
1
,
pp. 133-149
Persistent link: https://www.econbiz.de/10012514585
Saved in:
6
Driving in-role and extra-role brand performance among retail frontline salespeople : antecedents and the moderating role of customer orientation
Hughes, Douglas E.
;
Richards, Keith A.
;
Calantone, Roger J.
- In:
Journal of retailing
95
(
2019
)
2
,
pp. 130-143
Persistent link: https://www.econbiz.de/10012102968
Saved in:
7
The dark side of customer participation : when customer participation in service co-development leads to role stress
Blut, Markus
;
Heirati, Nima
;
Schoefer, Klaus
- In:
Journal of service research
23
(
2020
)
2
,
pp. 156-173
Persistent link: https://www.econbiz.de/10012216513
Saved in:
8
Creating ultimate customer loyalty through loyalty conviction and customer-company identification
Wolter, Jeremy S.
;
Bock, Dora
;
Smith, Jeffery S.
; …
- In:
Journal of retailing
93
(
2017
)
4
,
pp. 458-476
Persistent link: https://www.econbiz.de/10011790705
Saved in:
9
The impact of service characteristics on the switching costs-customer loyalty link
Blut, Markus
;
Beatty, Sharon E.
;
Evanschitzky, Heiner
; …
- In:
Journal of retailing
90
(
2014
)
2
,
pp. 275-290
Persistent link: https://www.econbiz.de/10010402374
Saved in:
10
New insights in the moderating effect of switching costs on the satisfaction-repurchase behavior link
Nagengast, Liane
;
Evanschitzky, Heiner
;
Blut, Markus
; …
- In:
Journal of retailing
90
(
2014
)
3
,
pp. 408-427
Persistent link: https://www.econbiz.de/10010408213
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