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Perceived customer contact centre quality: conceptual foundation and scale development
Dun, Zanna van; Bloemer, Josée; Henseler, Jörg - In: The Service Industries Journal 31 (2009) 8, pp. 1347-1363
Although the quality of the customer contact centre is pivotal for services, a thorough conceptualization and operationalization of perceived customer contact centre quality does not exist. The extensive scale development process moves from focus group sessions for item generation to exploratory...
Persistent link: https://www.econbiz.de/10010973640
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Using customer contact centres as relationship marketing instruments
Aa, Zanna van der; Bloemer, Johanna M.; Henseler, Jörg - In: Service business 9 (2015) 2, pp. 185-208
Persistent link: https://www.econbiz.de/10011296073
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Einführung in die PLS-Pfadmodellierung
Henseler, Jörg - In: Wirtschaftswissenschaftliches Studium : WiSt ; … 34 (2005) 2, pp. 70-75
Persistent link: https://www.econbiz.de/10002565674
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Bridging design and behavioral research with variance-based structural equation modeling
Henseler, Jörg - In: Journal of advertising : official publication of the … 46 (2017) 1, pp. 178-192
Persistent link: https://www.econbiz.de/10011686519
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An activities-based approach to network management : an explorative study
Manser, Kristina; Hillebrand, Bas; Klein Woolthuis, … - In: Industrial marketing management : the international … 55 (2016), pp. 187-199
Persistent link: https://www.econbiz.de/10011503669
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Is more customer control of services always better?
Joosten, Herm; Bloemer, Johanna M.; Hillebrand, Bas - In: Journal of service management 27 (2016) 2, pp. 218-246
Persistent link: https://www.econbiz.de/10011565155
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Value cocreation in service interactions : dimensions and antecedents
Neghina, Carmen; Caniëls, Marjolein; Bloemer, Johanna M.; … - In: Marketing theory 15 (2015) 2, pp. 221-242
Persistent link: https://www.econbiz.de/10011494612
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Market competition and ethical standards : the case of fair trade mainstreaming
Gelder, Eefje de; Vaal, Albert de; Driessen, Paul H.; … - In: Review of social economy : the journal for the … 79 (2021) 2, pp. 191-221
Persistent link: https://www.econbiz.de/10012516096
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Consumer motives and willingness to co-create in professional and generic services
Neghina, Carmen; Bloemer, Johanna M.; Birgelen, Marcel van - In: Journal of service management 28 (2017) 1, pp. 157-181
Persistent link: https://www.econbiz.de/10011655006
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How and when retailers' sustainability efforts translate into positive consumer responses : the interplay between personal and social factors
Hofenk, Dianne; Birgelen, Marcel van; Bloemer, Johanna M.; … - In: Journal of business ethics : JOBE 156 (2019) 2, pp. 473-492
Persistent link: https://www.econbiz.de/10012017549