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Beziehungsmarketing
124
Relationship marketing
124
Consumer behaviour
56
Konsumentenverhalten
56
Dienstleistungsqualität
31
Service quality
31
Customer satisfaction
29
Kundenzufriedenheit
29
Lieferantenmanagement
22
Supplier relationship management
22
Brand management
15
Markenführung
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Social web
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relationship marketing
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customer satisfaction
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Complaint management
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140
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Kumar, V.
9
Palmatier, Robert W.
9
Homburg, Christian
7
Wieseke, Jan
6
Fang, Eric
4
Grewal, Rajdeep
4
Verhoef, Peter C.
4
Ahearne, Michael
3
Fornell, Claes
3
Haws, Kelly L.
3
Houston, Mark B.
3
Lam, Son K.
3
Lilien, Gary L.
3
Neslin, Scott A.
3
Ruyter, Ko de
3
Alavi, Sascha
2
Bleier, Alexander
2
Bornemann, Torsten
2
Dant, Rajiv P.
2
Dong, Beibei
2
Eggert, Andreas
2
Evanschitzky, Heiner
2
Fader, Peter
2
Falk, Tomas
2
Ferraro, Rosellina
2
Ganesan, Shankar
2
Grewal, Dhruv
2
Habel, Johannes
2
Hamilton, Ryan
2
Harmeling, Colleen M.
2
Haumann, Till
2
Hoyer, Wayne D.
2
Hult, G. Tomas M.
2
Janakiraman, Ramkumar
2
Jayachandran, Satish
2
Kumar, Alok
2
Kwak, Hyokjin
2
Lemon, Katherine N.
2
Liu, Yuping
2
Marinova, Detelina
2
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Journal of marketing
Journal of business research : JBR
814
Journal of retailing and consumer services
740
International journal of hospitality management
578
SpringerLink / Bücher
495
Industrial marketing management : the international journal for industrial and high-tech firms
472
International journal of production research
448
The service industries journal
420
Business process management journal
354
The journal of services marketing
341
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
297
International journal of contemporary hospitality management
245
Tourism management : research, policies, practice
226
The journal of business & industrial marketing
215
Journal of travel and tourism marketing
213
Journal of hospitality marketing & management
207
International journal of production economics
205
Journal of the Academy of Marketing Science
202
Journal of Services Marketing
201
Working paper / National Bureau of Economic Research, Inc.
195
International journal of productivity and quality management : IJPQM
193
Journal of strategic marketing
192
NBER working paper series
189
Services marketing quarterly
187
The TQM journal : the international review of organizational improvement
187
Auditing : a journal of practice & theory
180
Cogent business & management
178
Journal of service research : JSR
176
European journal of operational research : EJOR
174
NBER Working Paper
170
International journal of electronic customer relationship management : IJECRM
167
Journal of service management
163
International journal of quality & reliability management
158
International journal of services and operations management
158
Gabler Edition Wissenschaft
156
International journal of business information systems : IJBIS
155
Journal of air transport management
155
Service business
154
Asia Pacific journal of marketing and logistics
151
European Journal of Marketing
136
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ECONIS (ZBW)
140
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1
Social identity and the service-profit chain
Homburg, Christian
;
Wieseke, Jan
;
Hoyer, Wayne D.
- In:
Journal of marketing
73
(
2009
)
2
,
pp. 38-54
Persistent link: https://www.econbiz.de/10003820595
Saved in:
2
The benefit of becoming friends : complaining after service failures leads customers with strong ties to increase loyalty
Umashankar, Nita
;
Ward, Morgan K.
;
Dahl, Darren W.
- In:
Journal of marketing
81
(
2017
)
6
,
pp. 79-98
Persistent link: https://www.econbiz.de/10011776897
Saved in:
3
When does (mis)fit in customer orientation matter for frontline employees’ job satisfaction and performance?
Mengüç, Bülent
;
Auh, Seigyoung
;
Katsikeas, Constantine S.
- In:
Journal of marketing
80
(
2016
)
1
,
pp. 65-83
Persistent link: https://www.econbiz.de/10011507449
Saved in:
4
Customer complaints and recovery effectiveness : a customer base approach
Knox, George
;
Oest, Rutger van
- In:
Journal of marketing
78
(
2014
)
5
,
pp. 42-57
Persistent link: https://www.econbiz.de/10010419906
Saved in:
5
Critical incidents and the impact of satisfaction on customer share
Doorn, Jenny van
;
Verhoef, Peter C.
- In:
Journal of marketing
72
(
2008
)
4
,
pp. 123-142
Persistent link: https://www.econbiz.de/10003747976
Saved in:
6
Know your customer : how salesperson perceptions of customer relationship quality form and influence account profitability
Mullins, Ryan R.
;
Ahearne, Michael
;
Lam, Son K.
;
Hall, …
- In:
Journal of marketing
78
(
2014
)
6
,
pp. 38-58
Persistent link: https://www.econbiz.de/10010463459
Saved in:
7
Platform exploitation : when service agents defect with customers from online service platforms
Zhou, Qiang
;
Allen, B. J.
;
Gretz, Richard T.
;
Houston, …
- In:
Journal of marketing
86
(
2022
)
2
,
pp. 105-125
Persistent link: https://www.econbiz.de/10013258793
Saved in:
8
How and when does customer orientation influence frontline employee job outcomes? : a meta-analytic evaluation
Zablah, Alex R.
;
Franke, George R.
;
Brown, Tom
; …
- In:
Journal of marketing
76
(
2012
)
3
,
pp. 21-40
Persistent link: https://www.econbiz.de/10009778042
Saved in:
9
Customer experience journeys : loyalty loops versus involvement spirals
Siebert, Anton
;
Gopaldas, Ahir
;
Lindridge, Andrew
; …
- In:
Journal of marketing
84
(
2020
)
4
,
pp. 45-66
Persistent link: https://www.econbiz.de/10012231616
Saved in:
10
Turning complaining customers into loyal customers: moderators of the complaint handling-customer loyalty relationship
Morgeson, Forrest V., III.
;
Hult, G. Tomas M.
;
Mithas, Sunil
- In:
Journal of marketing
84
(
2020
)
5
,
pp. 79-99
Persistent link: https://www.econbiz.de/10012271494
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