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Productivity and Customer Satisfaction - a DEA Network Model

Lothgren, Mickael; Tambour, Magnus - 1998

This paper presents a network model incorporating customer satisfaction into efficiency and productivity measures. The network consists of a production node and a consumption node and offers flexibility in modelling the production and consumption process. Allocation of input resources to...

Persistent link: https://www.econbiz.de/10014067443

Beschwerdemanagement im B2B-Sektor: Replikation und Erweiterung

Brock, Christian; Blut, Markus; Evanschitzky, Heiner; … - In: Die Betriebswirtschaft : DBW 70 (2010) 1, pp. 27-41

Persistent link: https://www.econbiz.de/10003929430

How procedural, financial and relational switching costs affect customer satisfaction, repurchase intentions, and repurchase behavior : a meta-analysis

Blut, Markus; Frennea, Carly M.; Mittal, Vikas; … - In: International journal of research in marketing : IJRM ; … 32 (2015) 2, pp. 226-229

Persistent link: https://www.econbiz.de/10011337495

The impact of service characteristics on the switching costs-customer loyalty link

Blut, Markus; Beatty, Sharon E.; Evanschitzky, Heiner; … - In: Journal of retailing 90 (2014) 2, pp. 275-290

Persistent link: https://www.econbiz.de/10010402374

New insights in the moderating effect of switching costs on the satisfaction-repurchase behavior link

Nagengast, Liane; Evanschitzky, Heiner; Blut, Markus; … - In: Journal of retailing 90 (2014) 3, pp. 408-427

Persistent link: https://www.econbiz.de/10010408213

Securing business-to-business relationships : the impact of switching costs

Blut, Markus; Evanschitzky, Heiner; Backhaus, Christof; … - In: Industrial marketing management : the international … 52 (2016), pp. 82-90

Persistent link: https://www.econbiz.de/10011447495

Satisfaction with complaint handling : a replication study on its determinants in a business-to-business context

Brock, Christian; Blut, Markus; Evanschitzky, Heiner; … - In: International journal of research in marketing : IJRM ; … 30 (2013) 3, pp. 319-322

Persistent link: https://www.econbiz.de/10009779946

The dark side of customer participation : when customer participation in service co-development leads to role stress

Blut, Markus; Heirati, Nima; Schoefer, Klaus - In: Journal of service research 23 (2020) 2, pp. 156-173

Persistent link: https://www.econbiz.de/10012216513

Customer satisfaction, loyalty behaviors, and firm financial performance : what 40 years of research tells us

Mittal, Vikas; Han, Kyuhong; Frennea, Carly; Blut, Markus; … - In: Marketing letters : a journal of research in marketing 34 (2023) 2, pp. 171-187

Persistent link: https://www.econbiz.de/10014333908

Customer Satisfaction, Loyalty Behaviors, and Firm-Financial Performance : What 40 Years of Research Tells Us

Mittal, Vikas; Han, Kyuhong; Frennea, Carly; Blut, Markus; … - 2022

The authors synthesize research on the relationship between customer satisfaction (CS) and customer- and firm-level outcomes in a meta-analytic framework based on 535 correlations from 245 articles representing a combined sample size of 1,160,982. Overall, the results point to positive...

Persistent link: https://www.econbiz.de/10013406563