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Kundenbindung durch Beschwerdemanagement
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Kundenbindung durch Beschwerdemanagement (2005)Kundenbindung durch BeschwerdemanagementAn Empirical Investigation of Customer Satisfaction after Service Failure and Recovery (2000)An Empirical Investigation of…A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery (1999)A Model of Customer Satisfact…Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing (1998)Customer Evaluations of Servi…The effects of distributive, procedural, and interactional justice on postcomplaint behavior (1997)The effects of distributive, …Why Satisfied Customers Defect (1995)Why Satisfied Customers DefectPutting 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…Loyalty-based management. (1993)Loyalty-based management.Marketing Services: Competing Through Quality (1992)Marketing Services: Competing…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…Defensive Marketing Strategy by Customer Complaint Management: A Theoretical Analysis (1987)Defensive Marketing Strategy …A Conceptual Model of Service Quality and Its Implications for Future Research (1985)A Conceptual Model of Service…Selected Determinants of Consumer Satisfaction and Complaint Reports (1983)Selected Determinants of Cons…A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)A Cognitive Model of the Ante…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)Prospect theory: An analysis of decision under risk (1988)Structural equation modeling in practice: A review and recommended two-step approach. (1988)Customer repurchase intention (2003)The Effects of Customer Satisfaction, Relationship Commitment Dimensions, and Triggers on Customer Retention (2005)The impact of online reviews on hotel booking intentions and perception of trust (2011)A Theory of Cognitive Dissonance (1957)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)The Theory of Buyer Behavior (1971)Effect of expectation and disconfirmation on postexposure product evaluations: An alternative interpretation. (1977)Disconfirmation of consumer expectations through product trial. (1979)Developing Buyer-Seller Relationships (1987)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)The Commitment-Trust Theory of Relationship Marketing (1994)Self-Service Technologies: Understanding Customer Satisfaction with Technology-Based Service Encounters (2000)Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach (2001)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)E‐satisfaction and e‐loyalty: A contingency framework (2003)Customer perceived value, satisfaction, and loyalty: The role of switching costs (2004)
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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
  • 1980A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions14,475 cited
  • 1994Putting the Service-Profit Chain to Work3,732 cited
  • 1998Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing2,718 cited
  • 1993The Nature and Determinants of Customer Expectations of Service2,665 cited
  • 1988Models of Consumer Satisfaction Formation: An Extension2,237 cited
  • 1995Why Satisfied Customers Defect2,226 cited
  • 1992Marketing Services: Competing Through Quality2,178 cited
  • 1999A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery2,058 cited
  • 1983Selected Determinants of Consumer Satisfaction and Complaint Reports1,466 cited
  • 1987Defensive Marketing Strategy by Customer Complaint Management: A Theoretical Analysis1,394 cited
  • 1997The effects of distributive, procedural, and interactional justice on postcomplaint behavior1,393 cited
  • 1993Loyalty-based management.1,317 cited
  • 1987Expectations and Norms in Models of Consumer Satisfaction

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1,166 cited
  • 2000An Empirical Investigation of Customer Satisfaction after Service Failure and Recovery1,027 cited
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