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Kundenzufriedenheit als Managementherausforderung · Study

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ChapterKundenzufriedenheit als Managementherausforderung

Christian Homburg2001

Chapter2001

Kundenzufriedenheit als Managementherausforderung

Christian Homburg · Matthias Bucerius

78 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 1988Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence 1993Organizational culture and leadership 1990Market Orientation: The Construct, Research Propositions, and Managerial Implications 2010Satisfaction: a behavioral perspective on the consumer 1990Zero defections: quality comes to services.1990Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses

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2003Verhaltenswissenschaftliche Aspekte der Kundenbindung 2007Kundenzufriedenheit und Kundenbindung 2011Der Zusammenhang zwischen Kundennähe, Kundenzufriedenheit und Kundenbindung sowie deren Erfolgswirkungen 2014The influence of customer satisfaction on customer price behavior: literature review and identification of research gaps

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Papers that cite the same references — the relational fallback while embeddings are still backfilling.

2003Verhaltenswissenschaftliche Aspekte der Kundenbindungchapter · 29 shared references 2011Der Zusammenhang zwischen Kundennähe, Kundenzufriedenheit und Kundenbindung sowie deren Erfolgswirkungenchapter · 26 shared references 2007Neglected Outcomes of Customer Satisfactionarticle · 26 shared references 2013Revisiting the Satisfaction–Loyalty Relationship: Empirical Generalizations and Directions for Future Researcharticle · 25 shared references 2017Unlocking the power of marketing: understanding the links between customer mindset metrics, behavior, and profitabilityarticle · 25 shared references 2009The Impact of Quality on Satisfaction, Revenue, and Cost as Perceived by Providers of Higher Educationarticle · 25 shared references

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Year2001

Typechapter

Published2001-01-01

VenueGabler Verlag eBooks

Languagede

Citations78

Files0 public / 0

ShelfCustomer Service Quality and Loyalty

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doi10.1007/978-3-322-96615-5_2

openalex_workW2286649136

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