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After-service gifts : evaluating how presence, context and value impact customer satisfaction and customer delight
Barnes, Donald C.; Krämer, Tobias; Gouthier, Matthias; … - In: Journal of marketing theory and practice : JMTP 29 (2021) 3, pp. 343-357
Persistent link: https://www.econbiz.de/10012607658
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Customer delight : universal remedy or a double-edged sword?
Ludwig, Nadine L.; Heidenreich, Sven; Krämer, Tobias; … - In: Journal of service theory and practice : JSTP 27 (2017) 1, pp. 23-46
Persistent link: https://www.econbiz.de/10011601104
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Customer engagement behavior : an empirical analysis of the role of customer emotions in customer interactions
Donsbach, Julia - 2016
Persistent link: https://www.econbiz.de/10011917947
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What the eye does not see, the mind cannot reject : can call center location explain differences in customer evaluations?
Walsh, Gianfranco; Gouthier, Matthias; Gremler, Dwayne D.; … - In: International business review : the official journal of … 21 (2012) 5, pp. 957-967
Persistent link: https://www.econbiz.de/10009578726
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Innovative view on value creation : investigating requirements for a holistic service life cycle management
Janeschek, Sabine; Gouthier, Matthias - In: Driving service productivity : value-creation through …, (pp. 191-208). 2014
Persistent link: https://www.econbiz.de/10011337806
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Value communication of industrial services
Janeschek, Sabine; Gouthier, Matthias - In: Service Value als Werttreiber : Konzepte, Messung und …, (pp. 407-425). 2014
Persistent link: https://www.econbiz.de/10010359419
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Service excellence models : a critical discussion and comparison
Gouthier, Matthias; Giese, Andreas; Bartl, Christopher - In: Managing service quality : MSQ ; an international journal 22 (2012) 5, pp. 447-464
Persistent link: https://www.econbiz.de/10009681575
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Hyperpersonalisierung im Kundendialog : Datengetriebene Umsetzung von Echtzeitmarketing
Gouthier, Matthias; Kern, Nora - In: Transfer : Zeitschrift für Kommunikation und … 68 (2022) 1, pp. 32-37
Persistent link: https://www.econbiz.de/10013165914
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Observing delightful experiences of other customers : the double-edged sword of jealousy and joy
Ludwig, Nadine L.; Barnes, Donald C.; Gouthier, Matthias - In: Journal of service theory and practice : JSTP 27 (2017) 1, pp. 145-163
Persistent link: https://www.econbiz.de/10011602729
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Bringing innovation management and management control closer together : four selected essays in innovation management control
Munck, Jan Christoph - 2016
Persistent link: https://www.econbiz.de/10011917981