//--> //--> //--> //-->
Toggle navigation
Logout
Change account settings
EN
DE
ES
FR
A-Z
Beta
About EconBiz
News
Thesaurus (STW)
Research Skills
Help
EN
DE
ES
FR
My account
Logout
Change account settings
Login
Publications
Events
Your search terms
Search
Retain my current filters
~isPartOf:"The journal of services marketing"
~person:"Heinonen, Kristina"
~person:"Herrmann, Andreas"
~person:"Johnson, Lester W."
~person:"Mattila, Anna S."
Search options
All Fields
Title
Exact title
Subject
Author
Institution
ISBN/ISSN
Published in...
Publisher
Open Access only
Advanced
Search history
My EconBiz
Favorites
Loans
Reservations
Fines
You are here:
Home
Search: "Customer relationship management"
Narrow search
Delete all filters
| 5 applied filters
Year of publication
From:
To:
Subject
All
Beziehungsmarketing
11
Relationship marketing
11
Consumer behaviour
7
Konsumentenverhalten
7
Customer satisfaction
4
Kundenzufriedenheit
4
Corporate Social Responsibility
3
Corporate social responsibility
3
Dienstleistungsqualität
3
Service quality
3
Beschwerdemanagement
2
Complaint management
2
Customer ecosystem
2
Customer engagement
2
Customer-dominant logic
2
USA
2
United States
2
Actor constellation
1
Actors
1
Betriebliche Wertschöpfung
1
Big Data
1
Big data
1
CSR
1
Cell phones
1
Comparison
1
Consumer behavior
1
Cultural identity
1
Customer
1
Customer delight
1
Customer expectation
1
Customer experience
1
Customer inertia
1
Customer integration
1
Customer logic
1
Customer service
1
Customer value
1
Data Mining
1
Data mining
1
Data-driven engagement
1
Dienstleistungssektor
1
more ...
less ...
Online availability
All
Undetermined
5
Free
1
Type of publication
All
Article
11
Type of publication (narrower categories)
All
Article in journal
11
Aufsatz in Zeitschrift
11
Language
All
English
11
Author
All
Heinonen, Kristina
Herrmann, Andreas
Johnson, Lester W.
Mattila, Anna S.
Klaus, Philipp
6
Aksoy, Lerzan
3
Alkire, Linda
3
Benoit, Sabine
3
Bruce, Helen L.
3
Burton, Jamie
3
Dagger, Tracey S.
3
Gruber, Thorsten
3
Grönroos, Christian
3
Harris, Lloyd C.
3
Hollebeek, Linda D.
3
Holloway, Betsy Bugg
3
Barnes, Donald C.
2
Basso, Kenny
2
Beatty, Sharon E.
2
Benkenstein, Martin
2
Black, Hulda G.
2
Choi, Beom Joon
2
Collier, Joel E.
2
Frow, Pennie
2
Furrer, Olivier
2
Gabler, Colin B.
2
Gil Saura, Irene
2
Gustafsson, Anders
2
Hansen, John D.
2
Jones, Tim
2
Landry, Mikèle
2
Lee, Richard
2
Leisen Pollack, Birgit
2
Madupalli, Ramana Kumar
2
McColl-Kennedy, Janet R.
2
Neale, Larry
2
Patterson, Paul G.
2
Payne, Adrian
2
Poddar, Amit
2
Rosenbaum, Mark
2
Taylor, Shirley F.
2
more ...
less ...
Published in...
All
The journal of services marketing
International journal of hospitality management
9
Journal of business research : JBR
6
Journal of business economics : JBE
5
Schmalenbachs Zeitschrift für betriebswirtschaftliche Forschung : ZfbF
5
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
4
Journal of hospitality marketing & management
3
Journal of service management
3
Journal of travel research : a quarterly publication of the Travel and Tourism Research Association
3
Kundenorientierung von Banken : Strategien für Kundennähe und effektives Beziehungsmanagement
3
Meddelanden från Svenska Handelshögskolan
3
Services marketing quarterly
3
Cornell hospitality quarterly : CQ
2
Die Unternehmung : Swiss journal of business research and practice ; Organ der Schweizerischen Gesellschaft für Betriebswirtschaft (SGB)
2
International journal of internet marketing and advertising : IJIMA
2
Journal of retailing and consumer services
2
Journal of service research
2
Journal of strategic marketing
2
The international journal of bank marketing : IJBM
2
Wirtschaftswissenschaftliches Studium : WiSt ; Zeitschrift für Studium und Forschung
2
Zeitschrift für Planung : ZP
2
Annals of public and cooperative economics
1
Asia Pacific journal of marketing and logistics
1
Automobilmarktforschung : Nutzenorientierung von Pkw-Herstellern
1
Business horizons
1
Customer retention in the automotive industry : quality, satisfaction and loyalty
1
Die Bank
1
Die Betriebswirtschaft : DBW
1
E-commerce trends for organizational advancement : new applications and methods
1
European business review : EBR ; the official journal of the International Management Centres, Europe
1
European journal of marketing
1
European management journal
1
Finanzwirtschaft
1
GDI-Impuls : Wissensmagazin für Wirtschaft, Gesellschaft, Handel
1
Global mobile commerce : strategies, implementation, and case studies
1
Handbook of hospitality marketing management
1
Handbook of research on customer engagement
1
Harvard-Business-Manager : das Wissen der Besten
1
How to succeed in the digital age : strategies from 17 top managers
1
International journal of advertising : the quarterly review of marketing communications
1
more ...
less ...
Source
All
ECONIS (ZBW)
11
Showing
1
-
10
of
11
Sort
relevance
articles prioritized
date (newest first)
date (oldest first)
1
Customer ecosystems : exploring how ecosystem actors shape customer experience
Lipkin, Michaela
;
Heinonen, Kristina
- In:
The journal of services marketing
36
(
2022
)
9
,
pp. 1-17
Persistent link: https://www.econbiz.de/10013542858
Saved in:
2
Customer engagement in a Big Data world
Kunz, Werner
;
Aksoy, Lerzan
;
Bart, Yakov
;
Heinonen, Kristina
- In:
The journal of services marketing
31
(
2017
)
2
,
pp. 161-171
Persistent link: https://www.econbiz.de/10011654662
Saved in:
3
Inertia in services : causes and consequences for switching
Gray, David
;
D'Alessandro, Steven
;
Johnson, Lester W.
; …
- In:
The journal of services marketing
31
(
2017
)
6
,
pp. 485-498
Persistent link: https://www.econbiz.de/10011801570
Saved in:
4
Powerful or powerless customers : the influence of gratitude on engagement with CSR
Mattila, Anna S.
;
Wu, Luorong
;
Choi, Choongbeom
- In:
The journal of services marketing
30
(
2016
)
5
,
pp. 519-528
Persistent link: https://www.econbiz.de/10011615541
Saved in:
5
The influence of a "green" loyalty program on service encounter satisfaction
Liu, Qing
;
Mattila, Anna S.
- In:
The journal of services marketing
30
(
2016
)
6
,
pp. 576-585
Persistent link: https://www.econbiz.de/10011635004
Saved in:
6
Customer-dominant logic : foundations and implications
Heinonen, Kristina
;
Strandvik, Tore
- In:
The journal of services marketing
29
(
2015
)
6/7
,
pp. 472-484
Persistent link: https://www.econbiz.de/10011418348
Saved in:
7
Corporate volunteering programs and conumer perceptions : a information processing perspective
Mattila, Anna S.
- In:
The journal of services marketing
27
(
2013
)
7
,
pp. 572-578
Persistent link: https://www.econbiz.de/10010231168
Saved in:
8
Does a surprise strategy need words? : the effect of explanations for a surprise strategy on customer delight and expectations
Kim, Kyungmin
;
Mattila, Anna S.
- In:
The journal of services marketing
27
(
2013
)
5
,
pp. 361-370
Persistent link: https://www.econbiz.de/10010127939
Saved in:
9
A cross-cultural comparison of perceived informational fairness with service failure explanations
Wang, Chen-ya
;
Mattila, Anna S.
- In:
The journal of services marketing
25
(
2011
)
6
,
pp. 429-439
Persistent link: https://www.econbiz.de/10009390049
Saved in:
10
Do women like options more than men? : an examination in the context of service recovery
Mattila, Anna S.
- In:
The journal of services marketing
24
(
2010
)
7
,
pp. 499-508
Persistent link: https://www.econbiz.de/10008749977
Saved in:
1
2
Next
Last
Results per page
10
25
50
100
250
A service of the
zbw
×
Loading...
//-->