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~subject:"Service quality"
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Service quality
Beziehungsmarketing
22
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Consumer behaviour
15
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Customer value
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Instandhaltung
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Kundenservice
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Kundenwert
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Maintenance policy
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Marketing management
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Marketingmanagement
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Wünderlich, Nancy V.
7
Wangenheim, Florian von
3
Schmitz, Gertrud
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Schumann, Jan Hendrik
2
Voss, Christopher A.
2
Andreassen, Tor W.
1
Bitner, Mary Jo
1
Blut, Markus
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Bowen, David E.
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Brock, Christian
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De Keyser, Arne
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Kunz, Werner
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Scherer, Anne
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Universität Duisburg-Essen / Mercator School of Management
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Service Excellence als Impulsgeber : Strategien - Management - Innovationen - Branchen ; Bernd Stauss zum 60. Geburtstag
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ECONIS (ZBW)
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High tech and high touch : a framework for understanding user attitudes and behaviors related to smart interactive services
Wünderlich, Nancy V.
;
Wangenheim, Florian von
;
Bitner, …
- In:
Journal of service research : JSR
16
(
2013
)
1
,
pp. 3-20
Persistent link: https://www.econbiz.de/10009751129
Saved in:
2
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
Saved in:
3
Reflections on context in service research
Voss, Christopher A.
;
Perks, Helen
;
Sousa, Rui
;
Witell, Lars
- In:
Journal of service management
27
(
2016
)
1
,
pp. 30-36
Persistent link: https://www.econbiz.de/10011482107
Saved in:
4
The value of self-service : long-term effects of technology-based self-service usage on customer retention
Scherer, Anne
;
Wünderlich, Nancy V.
;
Wangenheim, …
- In:
Management information systems : mis quarterly
39
(
2015
)
1
,
pp. 177-200
Persistent link: https://www.econbiz.de/10010505862
Saved in:
5
Understanding anthropomorphism in service provision : a meta-analysis of physical robots, chatbots, and other AI
Blut, Markus
;
Wang, Cheng
;
Wünderlich, Nancy V.
; …
- In:
Journal of the Academy of Marketing Science
49
(
2021
)
4
,
pp. 632-658
Persistent link: https://www.econbiz.de/10012587368
Saved in:
6
Renew or cancel? : drivers of customer renewal decisions for IT-based service contracts
Wangenheim, Florian von
;
Wünderlich, Nancy V.
; …
- In:
Journal of business research : JBR
79
(
2017
),
pp. 181-188
Persistent link: https://www.econbiz.de/10011745251
Saved in:
7
"Service Encounter 2.0" : an investigation into the roles of technology, employees and customers
Larivière, Bart
;
Bowen, David E.
;
Andreassen, Tor W.
; …
- In:
Journal of business research : JBR
79
(
2017
),
pp. 238-246
Persistent link: https://www.econbiz.de/10011745302
Saved in:
8
Ansatzpunkte einer auf die Erzielung von Kundenvorteilen ausgerichteten Steuerung des Kundenkontaktpersonals : Erkenntnisbeiträge der Organizational Citizenship Behavior Forschung
Schmitz, Gertrud
- In:
Service Excellence als Impulsgeber : Strategien - …
,
(pp. 398-421)
.
2007
Persistent link: https://www.econbiz.de/10003596224
Saved in:
9
Produktivitätsorientiertes Patientenmanagement
Schmitz, Gertrud
;
Schwarz, Anja
-
Universität Duisburg-Essen / Mercator School of Management
-
2014
Persistent link: https://www.econbiz.de/10011484750
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