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Reframing customer value in a service-based paradigm : an evaluation of a formative measure in a multi-industry, cross-cultural context

Ruiz, David Martín; Gremler, Dwayne D.; Washburn, Judith H. - In: Handbook of partial least squares : concepts, methods …, (pp. 535-566). 2010

Persistent link: https://www.econbiz.de/10003944669

The relationship between satisfaction and loyalty : a mediator analysis

Picón, Araceli; Castro, Ignacio; Roldán, José L. - In: Journal of business research : JBR 67 (2014) 5, pp. 746-751

Persistent link: https://www.econbiz.de/10010363348

Creating customer loyalthy through service customization

Coelho, Pedro S.; Henseler, Jörg - In: European journal of marketing : EJM 46 (2012) 3/4, pp. 331-356

Persistent link: https://www.econbiz.de/10009535030

What makes tourists adopt smart hospitality? : an inquiry beyond the technology acceptance model

Liu, Yuqing; Henseler, Jörg; Liu, Yide - In: Digital business 2 (2022) 2, pp. 1-10

Smart hospitality has become an attractive project in tourism. Extant research has studied smart technology as a contingency but has neglected to conceptualize smartness and investigate its consequences. This study conceptualizes and operationalizes smart hospitality and explores the...

Persistent link: https://www.econbiz.de/10013477604

GraphEx : visualizing and managing customer experience in its multidimensionality

Sahhar, Yasin; Loohuis, Raymond; Henseler, Jörg - In: Journal of service theory and practice 33 (2023) 7, pp. 94-115

Persistent link: https://www.econbiz.de/10014448187

Using customer contact centres as relationship marketing instruments

Aa, Zanna van der; Bloemer, Johanna M.; Henseler, Jörg - In: Service business 9 (2015) 2, pp. 185-208

Persistent link: https://www.econbiz.de/10011296073

Analyse der Service-Profit-Chain bei Unternehmensberatungen

Höck, Michael; Ringle, Christian M. - In: Produkt- und Prozessinnovationen in …, (pp. 181-196). 2008

Persistent link: https://www.econbiz.de/10003713514

Do we fully understand the critical success factors of customer satisfaction with industrial goods? : extending Festge and Schwaiger's model to account for unobserved heterogeneity

Sarstedt, Marko; Schwaiger, Manfred; Ringle, Christian M. - In: Journal of business market management : jbm 3 (2009) 3, pp. 185-206

Persistent link: https://www.econbiz.de/10003893703

Management of multi-purpose stadiums: importance and performance measurement of service interfaces

Höck, Claudia; Ringle, Christian M.; Sarstedt, Marko - In: International journal of services technology and management 14 (2010) 2/3, pp. 188-207

Persistent link: https://www.econbiz.de/10003997670

Fußball-Arenen : PLS-Pfadanalyse zur Messung der Besucherzufriedenheit

Höck, Claudia; Höck, Michael; Ringle, Christian M. - In: Das Wirtschaftsstudium : wisu ; Zeitschrift für … 36 (2007) 12, pp. 1564-1570

Persistent link: https://www.econbiz.de/10003598178