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Kundenbindung durch Beschwerdemanagement · Study

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ChapterKundenbindung durch Beschwerdemanagement

Bernd Stauß2005

Chapter2005

Kundenbindung durch Beschwerdemanagement

33 citations·0/0 files stored·Gabler Verlag eBooks

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Customer Service Quality and Loyalty Customer churn and segmentation Corporate Governance and Management

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References

1985A Conceptual Model of Service Quality and Its Implications for Future Research 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality 1980A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions 1994Putting the Service-Profit Chain to Work 1998Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing 1993The Nature and Determinants of Customer Expectations of Service 1988Models of Consumer Satisfaction Formation: An Extension 1995Why Satisfied Customers Defect

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2002The dimensions of complaint satisfaction: process and outcome complaint satisfaction versus cold fact and warm act complaint satisfactionarticle · 18 shared references 2011Service recovery: Literature review and research issuesarticle · 17 shared references 2008The Effects of Service Recovery Satisfaction on Customer Loyalty and Future Behavioral Intentions: An Exploratory Study in the Luxury Hotel Industrythesis · 16 shared references 2023Mapping the service recovery research landscape: A bibliometric‐based systematic reviewreview · 15 shared references 2005A re‐assessment and refinement of RECOVSATarticle · 14 shared references 2023Service failure and service recovery: A hybrid review and research agendaarticle · 14 shared references

Details

Year2005

Typechapter

Published2005-01-01

VenueGabler Verlag eBooks

Languagede

Citations33

Files0 public / 0

ShelfCustomer Service Quality and Loyalty

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doi10.1007/978-3-663-10266-3_13

openalex_workW1530195201

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