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Does the employee–customer satisfaction link hold for all employee groups?

Wangenheim, Florian v.; Evanschitzky, Heiner; … - TU <München> / Lehrstuhl für Dienstleistungs- und … - 2006

Increasingly, retailers nowadays have to focus on service marketing strategies and tactics to differentiate themselves from their competitors.Delivering high levels of service quality becomes crucial for long-term success. Since customers' perception of service quality depends very muchon the...

Persistent link: https://www.econbiz.de/10009302509

Dimensions of satisfaction in retail settings : a research note

Evanschitzky, Heiner; Iyer, Gopalkrishnan R.; … - In: Journal of relationship marketing : innovations & … 7 (2008) 3, pp. 275-285

Persistent link: https://www.econbiz.de/10003784375

Does the employee-customer satisfaction link hold for all employee groups?

Wangenheim, Florian von; Evanschitzky, Heiner; … - In: Journal of business research : JBR 60 (2007) 7, pp. 690-697

Persistent link: https://www.econbiz.de/10003484181

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

How employer and employee satisfaction affect customer satisfaction : an application to franchise services

Evanschitzky, Heiner; Groening, Christopher; Mittal, Vikas - In: Journal of service research : JSR 14 (2011) 2, pp. 136-148

Persistent link: https://www.econbiz.de/10009266749

Perils of managing the service profit chain : the role of time lags and feedback loops

Evanschitzky, Heiner; Wangenheim, Florian von; … - In: Journal of retailing 88 (2012) 3, pp. 356-366

Persistent link: https://www.econbiz.de/10009622995

Der Zusammenhang zwischen Arbeits- und Händlerzufriedenheit : eine empirische Analyse bei einem internationalen Konsumgüterhersteller

Evanschitzky, Heiner; Werdermann, Max - In: Internationaler Vertrieb : Grundlagen, Konzepte und …, (pp. 589-601). 2012

Persistent link: https://www.econbiz.de/10009624379

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