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~person:"Dagger, Tracey S."
~person:"Müller-Hagedorn, Lothar"
~person:"Shin, Hyunju"
~subject:"KMU"
~subject:"Market research"
~subject:"Relationship marketing"
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KMU
Market research
Relationship marketing
Customer service
16
Kundenservice
16
Beziehungsmarketing
11
Customer satisfaction
10
Kundenzufriedenheit
10
Dienstleistungsqualität
8
Service quality
8
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5
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5
Deutschland
4
Germany
4
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3
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8
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English
8
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3
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Dagger, Tracey S.
Müller-Hagedorn, Lothar
Shin, Hyunju
Stauss, Bernd
10
Hinterhuber, Hans H.
8
Barnes, Donald C.
7
Gustafsson, Anders
7
Helmke, Stefan
7
Beatty, Sharon E.
6
Van Vaerenbergh, Yves
6
Walsh, Gianfranco
6
Collier, Joel E.
5
Lucas, Robert W.
5
Baker, Melissa A.
4
Bruhn, Manfred
4
Dangelmaier, Wilhelm
4
Edvardsson, Bo
4
Georgiev, Marin
4
Larivière, Bart
4
Mattila, Anna S.
4
Matzler, Kurt
4
McColl-Kennedy, Janet R.
4
Piccoli, Gabriele
4
Seidel, Wolfgang
4
Sirianni, Nancy J.
4
Terziev, Venelin
4
Angerer, Thomas
3
Bayón, Tomás
3
Bell, Chip R.
3
Brown, Tom
3
Büttgen, Marion
3
Chaker, Nawar N.
3
Cheung, Fung Yi Millissa
3
Chiguvi, Douglas
3
Coenen, Christian
3
Ellinger, Alexander E.
3
Ferraro, Carla
3
Flavián Blanco, Carlos
3
Frei, Frances X.
3
Futrell, Charles M.
3
Gazzoli, Gabriel
3
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European journal of marketing : EJM
2
Zukunft im Handel : Studien für die Praxis
2
European journal of marketing
1
International journal of business environment : IJBE
1
Journal of retailing and consumer services
1
Journal of service research : JSR
1
Kundenbindung im Handel
1
Services marketing quarterly
1
The journal of services marketing
1
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ECONIS (ZBW)
11
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1
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10
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11
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1
Measuring the intention-behavior gap in service failure and recovery : the moderating roles of failure severity and service recovery satisfaction
Mesquita, José Marcos Carvalho de
;
Shin, Hyunju
; …
- In:
European journal of marketing
57
(
2023
)
7
,
pp. 1826-1853
Persistent link: https://www.econbiz.de/10014342175
Saved in:
2
Service recovery, justice perception, and forgiveness : the "other customers" perspectives
Shin, Hyunju
;
Casidy, Riza
;
Mattila, Anna S.
- In:
Services marketing quarterly
39
(
2018
)
1
,
pp. 1-21
Persistent link: https://www.econbiz.de/10011804112
Saved in:
3
The effects of harm directions and service recovery strategies on customer forgiveness and negative word-of-mouth intentions
Casidy, Riza
;
Shin, Hyunju
- In:
Journal of retailing and consumer services
27
(
2015
),
pp. 103-112
Persistent link: https://www.econbiz.de/10011388094
Saved in:
4
The effect of implicit service guarantees on business performance
Shin, Hyunju
;
Ellinger, Alexander E.
- In:
The journal of services marketing
27
(
2013
)
6
,
pp. 431-442
Persistent link: https://www.econbiz.de/10010198222
Saved in:
5
Antecedents and consequences of customer - service provider relationship strength
Ng, Sandy
;
David, Meredith E.
;
Dagger, Tracey S.
- In:
International journal of business environment : IJBE
5
(
2012/13
)
3
,
pp. 232-251
Persistent link: https://www.econbiz.de/10009702940
Saved in:
6
Uncovering the real effect of switching costs on the satisfaction-loyalty association : the critical role of involvement and relationship benefits
Dagger, Tracey S.
;
David, Meredith E.
- In:
European journal of marketing : EJM
46
(
2012
)
3/4
,
pp. 447-468
Persistent link: https://www.econbiz.de/10009535672
Saved in:
7
Matching service recovery solutions to customer recovery preferences
Nguyen, Doan T.
;
McColl-Kennedy, Janet R.
;
Dagger, Tracey S.
- In:
European journal of marketing : EJM
46
(
2012
)
9
,
pp. 1171-1194
Persistent link: https://www.econbiz.de/10009661665
Saved in:
8
How often versus how long : the interplay of contact frequency and relationship duration in customer-reported service relationship strength
Dagger, Tracey S.
;
Danaher, Peter J.
;
Gibbs, Brian J.
- In:
Journal of service research : JSR
11
(
2008/09
)
4
,
pp. 371-388
Persistent link: https://www.econbiz.de/10003853582
Saved in:
9
Kundenbindung im Handel
Müller-Hagedorn, Lothar
(
ed.
)
-
2001
-
2., aktualisierte und überarb. Aufl.
Persistent link: https://www.econbiz.de/10001555261
Saved in:
10
Kundenbetreuung durch Call Center?
Müller-Hagedorn, Lothar
;
Büchel, Daniela
- In:
Kundenbindung im Handel
,
(pp. 321-342)
.
2001
Persistent link: https://www.econbiz.de/10001572506
Saved in:
1
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