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Beschwerdemanagement als Instrument der Kundenbindung
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Beschwerdemanagement als Instrument der Kundenbindung (2007)Beschwerdemanagement als Instrument der K…Satisfaction: a behavioral perspective on the consumer (2010)Satisfaction: a behavioral pe…A Longitudinal Study of Complaining Customers' Evaluations of Multiple Service Failures and Recovery Efforts (2002)A Longitudinal Study of Compl…The Management of Service Operations (2001)The Management of Service Ope…Service recovery's influence on consumer satisfaction, positive word-of-mouth, and purchase intentions (2001)Service recovery's influence …Analyzing service failures and recoveries: a process approach (2001)Analyzing service failures an…An Experimental Investigation of Customer Reactions to Service Failure and Recovery Encounters (1998)An Experimental Investigation…Handwörterbuch des Marketing (1995)Handwörterbuch des MarketingPutting the Service-Profit Chain to Work (1994)Putting the Service-Profit Ch…The Nature and Determinants of Customer Expectations of Service (1993)The Nature and Determinants o…Marketing Services: Competing Through Quality (1992)Marketing Services: Competing…Convenience in Services Marketing (1990)Convenience in Services Marke…SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)SERVQUAL: A multiple-Item Sca…Models of Consumer Satisfaction Formation: An Extension (1988)Models of Consumer Satisfacti…Expectations and Norms in Models of Consumer Satisfaction (1987)Expectations and Norms in Mod…A Conceptual Model of Service Quality and Its Implications for Future Research (1985)A Conceptual Model of Service…Consumer Reactions to Product Failure: An Attributional Approach (1984)Consumer Reactions to Product…Strategic Management and Marketing in the Service Sector (1984)Measuring Service Quality: A Reexamination and Extension (1992)The Behavioral Consequences of Service Quality (1996)Evolving to a New Dominant Logic for Marketing (2003)Prospect Theory: An Analysis of Decision under Risk (1979)Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)Prospect theory: An analysis of decision under risk (1988)Cross-Sectional versus Longitudinal Survey Research: Concepts, Findings, and Guidelines (2008)Customer Engagement Behavior: Theoretical Foundations and Research Directions (2010)Discriminant validity testing in marketing: an analysis, causes for concern, and proposed remedies (2015)A Theory of Cognitive Dissonance (1957)A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)Understanding Information Systems Continuance: An Expectation-Confirmation Model1 (2001)An examination of the effects of motivation and satisfaction on destination loyalty: a structural model (2003)Examining the structural relationships of destination image, tourist satisfaction and destination loyalty: An integrated approach (2007)A Theory of Cognitive Dissonance (2017)Advertising as Information (1974)Breaking Free from Product Marketing (1977)An Information Processing Theory of Consumer Choice (1979)Negative Word-of-Mouth by Dissatisfied Consumers: A Pilot Study (1983)An attributional theory of achievement motivation and emotion. (1985)Corporate social responsibility and consumers' attributions and brand evaluations in a product–harm crisis (2004)Word of mouth and interpersonal communication: A review and directions for future research (2014)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions (1993)Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research (1994)SERVPERF versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality (1994)Disconfirmation of consumer expectations through product trial. (1979)An Investigation into the Determinants of Customer Satisfaction (1982)Return on Quality (ROQ): Making Service Quality Financially Accountable (1995)The Measurement of Web-Customer Satisfaction: An Expectation and Disconfirmation Approach (2002)Whence Consumer Loyalty? (1999)Whence Consumer Loyalty? (1999)Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments (2000)The value concept and relationship marketing (1996)Understanding Relationship Marketing Outcomes (2002)A Strategic Framework for Customer Relationship Management (2005)From Marketing Mix to Relationship Marketing: Towards a Paradigm Shift in Marketing (1994)Relational Benefits in Services Industries: The Customer's Perspective (1998)Linking Organizational Resources and Work Engagement to Employee Performance and Customer Loyalty: The Mediation of Service Climate. (2005)
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References

  • 1985A Conceptual Model of Service Quality and Its Implications for Future Research21,635 cited
  • 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality21,113 cited
  • 2010Satisfaction: a behavioral perspective on the consumer6,042 cited
  • 1994Putting the Service-Profit Chain to Work3,732 cited
  • 1993The Nature and Determinants of Customer Expectations of Service2,665 cited
  • 1988Models of Consumer Satisfaction Formation: An Extension2,237 cited
  • 1992Marketing Services: Competing Through Quality2,178 cited
  • 1984Consumer Reactions to Product Failure: An Attributional Approach1,353 cited
  • 2002A Longitudinal Study of Complaining Customers' Evaluations of Multiple Service Failures and Recovery Efforts1,201 cited
  • 1987Expectations and Norms in Models of Consumer Satisfaction1,166 cited
  • 2001Service recovery's influence on consumer satisfaction, positive word-of-mouth, and purchase intentions939 cited
  • 1998An Experimental Investigation of Customer Reactions to Service Failure and Recovery Encounters797 cited
  • 1995Handwörterbuch des Marketing368 cited
  • 2001The Management of Service Operations348 cited
  • 2001Analyzing service failures and recoveries: a process approach

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286 cited
  • 1990Convenience in Services Marketing264 cited
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