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Qualitätsmanagement von Dienstleistungen

Benkenstein, Martin; Holtz, Michael - In: Handbuch Dienstleistungsmanagement : von der …, (pp. 193-209). 2001

Persistent link: https://www.econbiz.de/10001598996

Innovationsmanagement der Dienstleistungen von Medienunternehmen

Benkenstein, Martin; Holtz, Michael - In: Innovationsmanagement in Medienunternehmen : …, (pp. 131-150). 2003

Persistent link: https://www.econbiz.de/10001746708

Elektronische versus traditionelle Distributionswege für Bankdienstleistungen - konzeptionelle Grundlagen und empirische Analysen anhand von Kundenpräferenzen

Benkenstein, Martin; Holtz, Michael; Stuhldreier, Uwe - In: Electronic Services, (pp. 669-691). 2002

Persistent link: https://www.econbiz.de/10001652849

Satisfaction with Optometric Services in Germany

Yavas, Ugur; Benkenstein, Martin; Holtz, Michael - In: Services marketing quarterly 27 (2006) 4, pp. 35-48

Persistent link: https://www.econbiz.de/10007265868

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