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Servicewüste Deutschland? : Chancen für den Mittelstand!

Benkenstein, Martin - In: Globalisierung und Wirtschaftswachstum …, (pp. 63-70). 2006

Persistent link: https://www.econbiz.de/10003445266

How commitment to fellow customers affects the customer-firm relationship and customer citizenship behavior

Curth, Susanne; Uhrich, Sebastian; Benkenstein, Martin - In: The journal of services marketing 28 (2014) 2, pp. 147-158

Persistent link: https://www.econbiz.de/10010371770

Enhancing patients' hospital satisfaction by taking advantage of interpersonal similarity

Luther, Louisa; Benkenstein, Martin; Rummelhagen, Katja - In: Journal of retailing and consumer services 30 (2016), pp. 50-58

Persistent link: https://www.econbiz.de/10011473209

Turning dissatisfied into satisfied customers : how referral reward programs affect the referrer's attitude and loyalty toward the recommended service provider

Kuester, Madlen; Benkenstein, Martin - In: Journal of retailing and consumer services 21 (2014) 6, pp. 897-904

Persistent link: https://www.econbiz.de/10010437822

Messung von Qualitätsanforderungen in Dienstleistungsnetzwerken : dargestellt am Beispiel touristischer Dienstleistungen

Benkenstein, Martin; Zielke, Katja - In: Dienstleistungsnetzwerke, (pp. 405-423). 2003

Persistent link: https://www.econbiz.de/10001744310

Whose fault is it? : an empirical study on the impact of responsibility attribution for customer misbehavior

Rummelhagen, Katja; Benkenstein, Martin - In: European journal of marketing : EJM 51 (2017) 11/12, pp. 1856-1875

Persistent link: https://www.econbiz.de/10011773776

Commitment in der Dienstleistungsbeziehung : Entwicklung eines integrierten Erklärungs- und Wirkungsmodells

Stenglin, Ariane von - 2008 - 1. Auflage

Persistent link: https://www.econbiz.de/10003656809

Service provider‐customer similarities and disparities

Yavas, Ugur; Benkenstein, Martin; Holtz, Michael - In: Cross Cultural Management: An International Journal 15 (2008) 3, pp. 275-284

Purpose – The purpose of this paper is to determine the extent of congruence between service providers’ perceptions of customer satisfaction and customer‐reported satisfaction in the context of optometric services. Design/methodology/approach – Data were collected via mail surveys from a...

Persistent link: https://www.econbiz.de/10014692607