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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

Multi-Channel-Management im Spannungsfeld von Kundenzufriedenheit und Organisation

Ahlert, Dieter; Evanschitzky, Heiner - In: Thexis : Fachzeitschrift für Marketing ; … 23 (2006) 4, pp. 21-25

Persistent link: https://www.econbiz.de/10003384336

How habits, social ties, and economic switching barriers affect customer loyalty in contractual service settings

Woisetschläger, David; Lentz, Patrick; Evanschitzky, Heiner - In: Journal of business research : JBR 64 (2011) 8, pp. 800-808

Persistent link: https://www.econbiz.de/10009229009

Spillover effects of service failures in coalition loyalty programs : the buffering effect of special treatment benefits

Schumann, Jan Hendrik; Wünderlich, Nancy V.; … - In: Journal of retailing 90 (2014) 1, pp. 111-118

Persistent link: https://www.econbiz.de/10010359932

Aligning employee service recovery performance with brand values : the role of brand-specific leadership

Khanyapuss Punjaisri; Evanschitzky, Heiner; Rudd, John - In: Journal of marketing management : MM 29 (2013) 9/10, pp. 981-1006

Persistent link: https://www.econbiz.de/10010194421

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

Die Erfüllung von Kundenbedürfnissen als Determinante der Kundenzufriedenheit im Electronic Shopping

Ahlert, Dieter; Evanschitzky, Heiner; Hesse, Josef - In: Electronic retailing, (pp. 163-190). 2002

Persistent link: https://www.econbiz.de/10001679103