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~isPartOf:"Journal of service research : JSR"
~isPartOf:"The international journal of bank marketing : IJBM"
~subject:"Complaint management"
~subject:"Electronic Banking"
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Search: subject_exact:"Kundenorientierung"
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Complaint management
Electronic Banking
Beziehungsmarketing
202
Relationship marketing
202
Consumer behaviour
90
Konsumentenverhalten
90
Customer satisfaction
78
Kundenzufriedenheit
78
Dienstleistungsqualität
72
Service quality
72
Bank
39
Dienstleistungssektor
22
Personal banking
22
Privatkundengeschäft
22
Service industry
22
Confidence
19
Customer value
19
Kundenwert
19
Vertrauen
19
Lieferantenmanagement
16
Supplier relationship management
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Customer integration
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Dienstleistungsmarketing
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Kundenintegration
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Kundenservice
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Services marketing
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Dienstleistung
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Beschwerdemanagement
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Emotion
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Electronic banking
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USA
12
United States
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Customer loyalty
11
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11
Verkaufspersonal
11
Viral marketing
11
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11
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Basso, Kenny
2
Brun, Isabelle
2
Rajaobelina, Lova
2
Santos, Cristiane Pizzutti dos
2
Albrecht, Arne Keno
1
Amin, Muslim
1
Arcand, Manon
1
Bak, Randall
1
Bang, Nguyen
1
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1
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1
Brady, Michael K.
1
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1
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1
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1
Falcão e Cunha, Joã
1
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1
Fatma, Mobin
1
Fisk, Raymond P.
1
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1
Hannachi, Mariem
1
Haws, Kelly L.
1
Hopkins, Lucas M.
1
Iglesias Argu͏̈elles, Víctor
1
Jiang, Minghua
1
Kalthom Abdullah
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Khian Sin Ong
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1
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1
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1
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1
Luo, Xueming
1
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1
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Journal of service research : JSR
The international journal of bank marketing : IJBM
Journal of business research : JBR
40
Journal of retailing and consumer services
31
International journal of hospitality management
25
The journal of services marketing
21
The service industries journal
16
Journal of hospitality marketing & management
13
International journal of contemporary hospitality management
11
International journal of bank marketing
10
Journal of service research
10
Service business
10
Services marketing quarterly
10
Journal of financial services marketing : JFSM
9
Journal of the Academy of Marketing Science
8
International journal of electronic customer relationship management : IJECRM
7
Journal of marketing
7
Marketing letters : a journal of research in marketing
7
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
7
Tourism management : research, policies, practice
7
Business horizons
6
Cogent business & management
6
International journal of production economics
6
Journal of relationship marketing : innovations & enhancements for customer service, relations & satisfaction
6
Journal of retailing
6
Managing service quality : MSQ ; an international journal
6
Marketing intelligence & planning
6
Psychology & marketing
6
Reihe: Wissenschaftliche Arbeitspapiere / W / Institut für Marktorientierte Unternehmensführung, Universität Mannheim
6
SpringerLink / Bücher
6
International journal of quality and service sciences
5
Journal for global business advancement : JGBA
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 internet commerce
5
Journal of marketing management : MM
5
Journal of travel and tourism marketing
5
Asia-Pacific journal of business administration
4
European journal of marketing : EJM
4
International journal of business and economics
4
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ECONIS (ZBW)
25
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25
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1
Businesses beware : consumer immoral retaliation in response to perceived moral violations by companies
Loureiro, Yuliya Komarova
;
Haws, Kelly L.
;
Bearden, …
- In:
Journal of service research : JSR
21
(
2018
)
2
,
pp. 184-200
Persistent link: https://www.econbiz.de/10011855788
Saved in:
2
A customer scorned : effects of employee reprimands in frontline service encounters
Pugh, Harrison B.
;
Brady, Michael K.
;
Hopkins, Lucas M.
- In:
Journal of service research : JSR
21
(
2018
)
2
,
pp. 219-234
Persistent link: https://www.econbiz.de/10011855801
Saved in:
3
Perceptions of group versus individual service failures and their effects on customer outcomes : the role of attributions and customer entitlement
Albrecht, Arne Keno
;
Walsh, Gianfranco
;
Beatty, Sharon E.
- In:
Journal of service research : JSR
20
(
2017
)
2
,
pp. 188-203
Persistent link: https://www.econbiz.de/10011684846
Saved in:
4
Mobile banking service quality and customer relationships
Arcand, Manon
;
Tep, Sandrine Prom
;
Brun, Isabelle
; …
- In:
The international journal of bank marketing : IJBM
35
(
2017
)
7
,
pp. 1066-1087
Persistent link: https://www.econbiz.de/10011814538
Saved in:
5
Apps for mobile banking and customer statisfaction : a cross-cultural study
Sampaio, Cláudio Hoffmann
;
Ladeira, Wagner Junior
; …
- In:
The international journal of bank marketing : IJBM
35
(
2017
)
7
,
pp. 1131-1151
Persistent link: https://www.econbiz.de/10011815044
Saved in:
6
Consumer-based virtual brand personality (CBVBP), customer satisfaction and brand loyalty in the online banking industry
Khian Sin Ong
;
Bang, Nguyen
;
Sharifah Faridah Syed Alwi
- In:
The international journal of bank marketing : IJBM
35
(
2017
)
3
,
pp. 370-390
Persistent link: https://www.econbiz.de/10011731393
Saved in:
7
Building customer loyalty in digital banking : a study of bank staff's perspectives on the challenges of digital CRM and loyalty
Larsson, Anthony
;
Viitaoja, Yamit
- In:
The international journal of bank marketing : IJBM
35
(
2017
)
6
,
pp. 858-877
Persistent link: https://www.econbiz.de/10011788204
Saved in:
8
Identifying the effects of perceived values of mobile banking applications on customers : comparative study between baby boomers, generation X and generation Y
Berraies, Sarra
;
Yahia, Karim Ben
;
Hannachi, Mariem
- In:
The international journal of bank marketing : IJBM
35
(
2017
)
6
,
pp. 1018-1038
Persistent link: https://www.econbiz.de/10011788307
Saved in:
9
Service recovery via social media : the social influence effects of virtual presence
Schaefers, Tobias
;
Schamari, Julia
- In:
Journal of service research : JSR
19
(
2016
)
2
,
pp. 192-208
Persistent link: https://www.econbiz.de/10011485442
Saved in:
10
Trust recovery following a double deviation
Basso, Kenny
;
Santos, Cristiane Pizzutti dos
- In:
Journal of service research : JSR
19
(
2016
)
2
,
pp. 209-223
Persistent link: https://www.econbiz.de/10011485447
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