SZodixStudyAcademic Library
ShelvesOpen access
Study · an open academic library·Metadata from OpenAlex (CC0)·Shelves·OpenAlex metadata, de-duplicated
Benchmarking customer service on the internet: best practices from family businesses
16 references·1 citing·38 second hop
Benchmarking customer service on the internet: best practices from family businesses (2006)Benchmarking customer service on the inte…E-marketing (2005)E-marketingServices Management: An Integrated Approach (2004)Services Management: An Integ…Determining and assessing the determinants of e‐service operations (2003)Determining and assessing the…Service excellence in electronic channels (2002)Service excellence in electro…Strategic Goals and Practices of Innovative Family Businesses (2001)Strategic Goals and Practices…An analytical framework for evaluating e‐commerce business models and strategies (2001)An analytical framework for e…A services‐marketing perspective on e‐retailing: implications for e‐retailers and directions for further research (2000)A services‐marketing perspect…The American Customer Satisfaction Index: Nature, Purpose, and Findings (1996)The American Customer Satisfa…Why Satisfied Customers Defect (1995)Why Satisfied Customers DefectStrategic benchmarking: (1995)Strategic benchmarking:Marketing Strategy - Planning and Implementation (1995)Marketing Strategy - Planning…Understanding Customer Expectations of Service (1991)Understanding Customer Expect…Marketing in an Information-Intensive Environment: Strategic Implications of Knowledge as an Asset (1991)Marketing in an Information-I…Five imperatives for improving service quality (1991)Five imperatives for improvin…Organizational Strategy, Structure, and Process (1978)Organizational Strategy, Stru…Breaking Free from Product Marketing (1977)Breaking Free from Product Ma…Megatrends in Electronic Business (2011)Megatrends in Electronic Busi…Prospect Theory: An Analysis of Decision under Risk (1979)A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)Prospect theory: An analysis of decision under risk (1988)Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments (2000)Corporate Social Responsibility, Customer Satisfaction, and Market Value (2006)A new criterion for assessing discriminant validity in variance-based structural equation modeling (2014)Markets and Hierarchies: Analysis and Antitrust Implications. (1976)Competitive Strategy: Techniques for Analyzing Industries and Competitors (1980)Competitive Advantage: Creating and Sustaining Superior Performance (1985)Marketing in Hypermedia Computer-Mediated Environments: Conceptual Foundations (1996)Information Privacy Concerns, Procedural Fairness, and Impersonal Trust: An Empirical Investigation (1999)An Extended Privacy Calculus Model for E-Commerce Transactions (2006)A theory of human motivation. (1943)A Conceptual Model of Service Quality and Its Implications for Future Research (1985)Engaging customers on Facebook: Challenges for e‐retailers (2011)Applying flow theory to booking experiences: An integrated model in an online service context (2015)A THEORY OF HUMAN MOTIVATION (2017)How social commerce constructs influence customers' social shopping intention? An empirical study of a social commerce website (2017)Success Factors for Destination Marketing Web Sites: A Qualitative Meta-Analysis (2007)An assessment of customers’ e-service quality perception, satisfaction and intention (2010)A combined fuzzy AHP and fuzzy TOPSIS based strategic analysis of electronic service quality in healthcare industry (2011)The Effect of a Market Orientation on Business Profitability (1990)ORGANIZATIONAL INNOVATION: A META-ANALYSIS OF EFFECTS OF DETERMINANTS AND MODERATORS. (1991)Clarifying the Entrepreneurial Orientation Construct and Linking It To Performance (1996)Servicescapes: The Impact of Physical Surroundings on Customers and Employees (1992)Evolving to a New Dominant Logic for Marketing (2003)E‐satisfaction and e‐loyalty: A contingency framework (2003)Customer perceived value, satisfaction, and loyalty: The role of switching costs (2004)Examining the structural relationships of destination image, tourist satisfaction and destination loyalty: An integrated approach (2007)The E-Marketing Mix: A Contribution of the E-Tailing Wars (2002)Determinants of Internet Advertising Effectiveness: An Empirical Study (2003)The impact of E-marketing use on small business enterprises' marketing success (2011)The Roles of Price, Performance, and Expectations in Determining Satisfaction in Service Exchanges (1998)Relationship Marketing Activities, Commitment, and Membership Behaviors in Professional Associations (2000)eWOM: The impact of customer-to-customer online know-how exchange on customer value and loyalty (2006)Service quality to service loyalty: A relationship which goes beyond customer services (1998)A Proposal to Assess the Service Quality of Online Travel Agencies: An Exploratory Study (2000)Service Quality and Student Satisfaction: A Case Study at Private Higher Education Institutions (2009)
this work references cited by second hop

References

  • 1978Organizational Strategy, Structure, and Process7,485 cited
  • 1996The American Customer Satisfaction Index: Nature, Purpose, and Findings4,733 cited
  • 1995Why Satisfied Customers Defect2,226 cited
  • 1977Breaking Free from Product Marketing2,056 cited
  • 1991Understanding Customer Expectations of Service1,403 cited
  • 1991Marketing in an Information-Intensive Environment: Strategic Implications of Knowledge as an Asset990 cited
  • 1991Five imperatives for improving service quality521 cited
  • 2002Service excellence in electronic channels475 cited
  • 2005E-marketing324 cited
  • 2000A services‐marketing perspective on e‐retailing: implications for e‐retailers and directions for further research230 cited
  • 2001An analytical framework for evaluating e‐commerce business models and strategies222 cited
  • 2004Services Management: An Integrated Approach216 cited
  • 2001Strategic Goals and Practices of Innovative Family Businesses209 cited
  • 1995Marketing Strategy - Planning and Implementation188 cited
  • 2003Determining and assessing the determinants of e‐service operations175 cited
  • 1995

Only edges whose both ends are imported exist here. Widen the year window, or show the whole map. Back to the work

Strategic benchmarking:
141 cited

Cited by

  • 2011Megatrends in Electronic Business6 cited