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ESTABLISHING CUSTOMER SERVICE STRATEGIES WITHIN THE MARKETING MIX
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ESTABLISHING CUSTOMER SERVICE STRATEGIES WITHIN THE MARKETING MIX (1987)ESTABLISHING CUSTOMER SERVICE STRATEGIES …Reflections on 40 Years of the Journal of Business Logistics: From the Editors (2019)Reflections on 40 Years of th…THE INTELLECTUAL FOUNDATION OF THE JOURNAL OF BUSINESS LOGISTICS AND ITS EVOLUTION BETWEEN 1978 AND 2007 (2010)THE INTELLECTUAL FOUNDATION O…QUALITY, OPERATIONAL LOGISTICS STRATEGY, AND REPURCHASE INTENTIONS: A PROFILE DEVIATION ANALYSIS (2007)QUALITY, OPERATIONAL LOGISTIC…Delivering customer value online: an analysis of practices, applications, and performance (2005)Delivering customer value onl…Customer service strategy options: A multiple case study in a B2B setting (2004)Customer service strategy opt…Customer satisfaction and loyalty in after sales service : modes of care in telecommunications systems delivery (2002)Customer satisfaction and loy…A SUMMARY AND ANALYSIS OF MULTI‐ITEM SCALES USED IN LOGISTICS RESEARCH (2002)A SUMMARY AND ANALYSIS OF MUL…Customer satisfaction and loyalty in supply chain: the role of communication (1999)Customer satisfaction and loy…Pulling customers closer through logistics service (1998)Pulling customers closer thro…Voice of the Customer: The Impact on Customer Satisfaction (1997)Voice of the Customer: The Im…Customer service as a competitive strategy (1995)Customer service as a competi…The Logistics-Marketing Interface: Marketer Views on Improving Cooperation (1994)The Logistics-Marketing Inter…Models of channel maintenance: What is the weaker party to do? (1994)Models of channel maintenance…Erratum (1994)ErratumBecoming a “World Class” Company With Logistics Service Quality (1992)Becoming a “World Class” Comp…Long‐term Channel Member Relationships (1989)Long‐term Channel Member Rela…Case Study Research: Design and Methods (1984)Case study research: Design and methods (1986)Qualitative Data Analysis: An Expanded Sourcebook (1994)A decision‐support system for business‐to‐business marketing (2005)Der wahrgenommene Wert hybrider Produkte: Konzeptionelle Grundlagen und Komponenten. (2008)Antecedents and consequences of the quality of e-customer-to-customer interactions in B2B brand communities (2013)Zero defections: quality comes to services. 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The case of tile ceramic manufacturers and distributors in Spain (2009)Social Applications: Revenue Models, Delivery Channels, and Critical Success Factors - An Exploratory Study and Evidence from the Spanish-Speaking Market (2011)The Management of Business Logistics (1977)Career perspectives of women in distribution: congruency or contrast? (1999)THE PURCHASING‐LOGISTICS INTERFACE: A “SCOPE OF RESPONSIBILITY” TAXONOMY (2010)Inter‐organizational IT use, cooperative attitude, and inter‐organizational collaboration as antecedents to contingency planning effectiveness (2012)Journal of Business Logistics (2018)
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  • 1992Becoming a “World Class” Company With Logistics Service Quality70 cited
  • 1989Long‐term Channel Member Relationships70 cited
  • 1999Customer satisfaction and loyalty in supply chain: the role of communication69 cited
  • 2002A SUMMARY AND ANALYSIS OF MULTI‐ITEM SCALES USED IN LOGISTICS RESEARCH61 cited
  • 1994Models of channel maintenance: What is the weaker party to do?53 cited
  • 2007QUALITY, OPERATIONAL LOGISTICS STRATEGY, AND REPURCHASE INTENTIONS: A PROFILE DEVIATION ANALYSIS52 cited
  • 2005Delivering customer value online: an analysis of practices, applications, and performance51 cited
  • 1998Pulling customers closer through logistics service45 cited
  • 2004Customer service strategy options: A multiple case study in a B2B setting42 cited
  • 1994The Logistics-Marketing Interface: Marketer Views on Improving Cooperation33 cited
  • 1997Voice of the Customer: The Impact on Customer Satisfaction33 cited
  • 2010THE INTELLECTUAL FOUNDATION OF THE JOURNAL OF BUSINESS LOGISTICS AND ITS EVOLUTION BETWEEN 1978 AND 200728 cited
  • 1994Erratum28 cited
  • 2002Customer satisfaction and loyalty in after sales service : modes of care in telecommunications systems delivery

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27 cited
  • 1995Customer service as a competitive strategy25 cited
  • 2019Reflections on 40 Years of the Journal of Business Logistics: From the Editors24 cited