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CRM — Grundlagen, Ziele und Konzepte
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CRM — Grundlagen, Ziele und Konzepte (2007)CRM — Grundlagen, Ziele und KonzepteKundenorientierte Unternehmensführung (2009)Kundenorientierte Unternehmen…Why build a customer relationship management capability? (2007)Why build a customer relation…Der Zusammenhang zwischen Kundenzufriedenheit und Kundenbindung (2005)Der Zusammenhang zwischen Kun…Strategic Relationship Marketing (2002)Strategic Relationship Market…Effektives Customer Relationship Management (2001)Effektives Customer Relations…Service Management and Marketing: A Customer Relationship Management Approach (2000)Service Management and Market…On the Profitability of Long-Life Customers in a Noncontractual Setting: An Empirical Investigation and Implications for Marketing (2000)On the Profitability of Long-…Kundennähe von Industriegüterunternehmen : Konzeption - Erfolgsauswirkungen - Determinanten (2000)Kundennähe von Industriegüter…Relationship Marketing: Strategy And Implementation (1999)Relationship Marketing: Strat…Handbuch Kundenbindungsmanagement (1999)Handbuch Kundenbindungsmanage…Electronic commerce : Herausforderungen- Anwendungen- Perspektiven (1999)Electronic commerce : Herausf…Die Kundenzufriedenheit als Bestimmungsfaktor der Kundenbindung (1999)Die Kundenzufriedenheit als B…Kundennähe, Kundenzufriedenheit und Kundenbindung bei Dienstleistungsunternehmen (1998)Kundennähe, Kundenzufriedenhe…Kundennähe von Industriegüterunternehmen (1998)Kundennähe von Industriegüter…Kundenbindungsmanagement – Eine Einführung in die theoretischen und praktischen Problemstellungen (1998)Kundenbindungsmanagement – Ei…Zero defections: quality comes to services. (1990)Zero defections: quality come…The Nature of the Firm (1937)A Theory of Cognitive Dissonance (1957)Integrating six sigma with quality management systems (2004)Integrating Muslim Customer Perceived Value, Satisfaction, Loyalty and Retention in the Tourism Industry: An empirical study (2013)Fuzzy Classification of Online Customers (2015)A Theory of Cognitive Dissonance (2017)Coefficient Alpha and the Internal Structure of Tests (1951)Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)Firm Resources and Sustained Competitive Advantage (1991)Service Quality in Multichannel Services Employing Virtual Channels (2006)Social media technology usage and customer relationship performance: A capabilities-based examination of social CRM (2013)The antecedents of customer loyalty: A moderated mediation model of customer relationship management quality and brand image (2016)Marketing Research (1970)Partnering as a Focused Market Strategy (1991)The Commitment-Trust Theory of Relationship Marketing (1994)Customer loyalty in e-commerce: an exploration of its antecedents and consequences (2002)Customer Engagement Behavior: Theoretical Foundations and Research Directions (2010)Understanding Customer Experience Throughout the Customer Journey (2016)A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)Theoretische Perspektiven zur Kundenzufriedenheit (1997)Kundenzufriedenheit als Managementherausforderung (2001)The Relationship between marketing performance, logistics performance and company performance for retail companies (2006)Advances in Consumer Research (2025)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)A National Customer Satisfaction Barometer: The Swedish Experience (1992)The American Customer Satisfaction Index: Nature, Purpose, and Findings (1996)Kundenbindung als Element moderner Wettbewerbsstrategien (1999)Verhaltenswissenschaftliche Aspekte der Kundenbindung (2003)The relationship marketing process: communication, interaction, dialogue, value (2004)Re-conceptualizing Information System Success: The IS-Impact Measurement Model (2008)Customer experience quality: an exploration in business and consumer contexts using repertory grid technique (2010)The Behavioral Consequences of Service Quality (1996)Whence Consumer Loyalty? (1999)CRM – Grundlagen, Konzepte und Prozesse (2011)Rückgewinnungsmanagement: Verlorene Kunden als Zielgruppe (2000)Kundenwert — eine Einführung in die theoretischen und praktischen Herausforderungen der Bewertung von Kundenbeziehungen (2001)Quality-of-Life (QOL) Marketing: Proposed Antecedents and Consequences (2004)Event business leveraging The Sydney 2000 Olympic Games (2006)Research in relationship marketing: antecedents, traditions and integration (2006)
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References

  • 1990Zero defections: quality comes to services.5,373 cited
  • 2000Service Management and Marketing: A Customer Relationship Management Approach2,332 cited
  • 2000On the Profitability of Long-Life Customers in a Noncontractual Setting: An Empirical Investigation and Implications for Marketing1,364 cited
  • 2007Why build a customer relationship management capability?524 cited
  • 1998Kundenbindungsmanagement – Eine Einführung in die theoretischen und praktischen Problemstellungen250 cited
  • 1999Handbuch Kundenbindungsmanagement223 cited
  • 2005Der Zusammenhang zwischen Kundenzufriedenheit und Kundenbindung216 cited
  • 1999Relationship Marketing: Strategy And Implementation198 cited
  • 1999Die Kundenzufriedenheit als Bestimmungsfaktor der Kundenbindung101 cited
  • 2000Kundennähe von Industriegüterunternehmen : Konzeption - Erfolgsauswirkungen - Determinanten84 cited
  • 2001Effektives Customer Relationship Management80 cited
  • 1998Kundennähe, Kundenzufriedenheit und Kundenbindung bei Dienstleistungsunternehmen79 cited
  • 1998Kundennähe von Industriegüterunternehmen76 cited
  • 2002Strategic Relationship Marketing75 cited
  • 2009Kundenorientierte Unternehmensführung

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72 cited
  • 1999Electronic commerce : Herausforderungen- Anwendungen- Perspektiven63 cited
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