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Perceived customer contact centre quality : conceptual foundation and scale development
Dun, Zanna van; Bloemer, Josée; Henseler, Jörg - In: The service industries journal 31 (2011) 7/8, pp. 1347-1363
Persistent link: https://www.econbiz.de/10009154343
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Job quality in the customer contact centre : conceptual foundation and scale development
Dun, Zanna van; Bloemer, Johanna M.; Henseler, Jörg - In: The service industries journal 32 (2012) 1/2, pp. 171-196
Persistent link: https://www.econbiz.de/10009427692
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Perceived customer contact centre quality: conceptual foundation and scale development
Dun, Zanna van; Bloemer, Josée; Henseler, Jörg - In: The Service Industries Journal 31 (2009) 8, pp. 1347-1363
Although the quality of the customer contact centre is pivotal for services, a thorough conceptualization and operationalization of perceived customer contact centre quality does not exist. The extensive scale development process moves from focus group sessions for item generation to exploratory...
Persistent link: https://www.econbiz.de/10010973640
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Customer-Care-Center-Qualität : Messung und Nutzung
Aa, Zanna van der; Bloemer, Johanna M.; Henseler, Jörg; … - In: Marketing review St. Gallen : Marketingfachzeitschrift … 30 (2013) 3, pp. 16-24
Persistent link: https://www.econbiz.de/10009756014
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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
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The psychological antecedents of employee referrals
Bloemer, Johanna M. - In: The international journal of human resource management 21 (2010) 10/12, pp. 1769-1791
Persistent link: https://www.econbiz.de/10008732204
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Das Wechselverhalten von Konsumenten im Strommarkt : eine empirische Untersuchung direkter und moderierender Effekte
Henseler, Jörg - 2006 - 1. Aufl.
Persistent link: https://www.econbiz.de/10003238704
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Why generalized structured component analysis is not universally preferable to structural equation modeling
Henseler, Jörg - In: Journal of the Academy of Marketing Science 40 (2012) 3, pp. 402-413
Persistent link: https://www.econbiz.de/10009548615
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Einführung in die PLS-Pfadmodellierung
Henseler, Jörg - In: Wirtschaftswissenschaftliches Studium : WiSt ; … 34 (2005) 2, pp. 70-75
Persistent link: https://www.econbiz.de/10002565674
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Bridging design and behavioral research with variance-based structural equation modeling
Henseler, Jörg - In: Journal of advertising : official publication of the … 46 (2017) 1, pp. 178-192
Persistent link: https://www.econbiz.de/10011686519