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Erscheinungsformen der Kundenintegration und Ansätze eines Integrationsmanagements
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Erscheinungsformen der Kundenintegration und Ansätze eines Integrationsmanagements (2009)Erscheinungsformen der Kundenintegration …Winning the Service Game (2010)Winning the Service GameGrundlagen der Sozialpsychologie (2009)Grundlagen der Sozialpsycholo…Psychological Implications of Customer Participation in Co-Production (2003)Psychological Implications of…Client Co-Production in Knowledge-Intensive Business Services (2002)Client Co-Production in Knowl…Services marketing : a European perspective (1999)Services marketing : a Europe…Customer voluntary performance: Customers as partners in service delivery (1997)Customer voluntary performanc…Customer contributions and roles in service delivery (1997)Customer contributions and ro…The customer as co‐producer (1996)The customer as co‐producerServices Marketing: Integrating Customer Focus Across the Firm (1996)Services Marketing: Integrati…Customer Contributions to Quality: A Different View of the Customer-Oriented Firm (1996)Customer Contributions to Qua…Country of origin marketing over the product life cycle (1996)Country of origin marketing o…Critical Service Encounters: The Employee's Viewpoint (1994)Critical Service Encounters: …Customer participation in service production and delivery. (1990)Customer participation in ser…Motivating the Client/Employee System as a Service Production Strategy (1983)Motivating the Client/Employe…The Customer Contact Approach to Services: Theoretical Bases and Practical Extensions (1981)The Customer Contact Approach…The Customer As A Productive Resource: A Pilot Study and Strategic Implications (1970)The Customer As A Productive …Clients as "Partial" Employees of Service Organizations: Role Development in Client Participation (1986)The Commitment-Trust Theory of Relationship Marketing (1994)Involving Suppliers in New Product Development (1999)Choosing among Alternative Service Delivery Modes: An Investigation of Customer Trial of Self-Service Technologies (2005)Intermediation and the role of intermediaries in innovation (2006)Co-production and customer loyalty in financial services (2007)The Dimensions, Antecedents, and Consequences of Emotional Labor (1996)Trust And Distrust: New Relationships and Realities (1998)Self-Service Technologies: Understanding Customer Satisfaction with Technology-Based Service Encounters (2000)Evolving to a New Dominant Logic for Marketing (2003)Steps toward a science of service systems (2007)The Focused Factory (1974)Educational Organizations as Loosely Coupled Systems (1976)Breaking Free from Product Marketing (1977)Cutting Corners and Working Overtime: Quality Erosion in the Service Industry (2001)The impact of employee satisfaction on quality and profitability in high‐contact service industries (2008)An empirical study of employee loyalty, service quality and firm performance in the service industry (2009)SCRIPTS, PLANS, GOALS, AND UNDERSTANDING (1988)SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)The Service Encounter: Diagnosing Favorable and Unfavorable Incidents (1990)Linking service climate and customer perceptions of service quality: Tests of a causal model. (1998)Technology Infusion in Service Encounters (2000)Customer repurchase intention (2003)A Conceptual Model of Service Quality and Its Implications for Future Research (1985)Comparative fit indexes in structural models. (1990)Relationship Marketing Activities, Commitment, and Membership Behaviors in Professional Associations (2000)Antecedents and Consequences of Customer-Company Identification: Expanding the Role of Relationship Marketing. (2005)Spreading the Word: Investigating Antecedents of Consumers' Positive Word-of-Mouth Intentions and Behaviors in a Retailing Context (2005)Firm Resources and Sustained Competitive Advantage (1991)Customer Satisfaction Cues To Support Market Segmentation and Explain Switching Behavior (2000)Firm resources and sustained competitive advantage (2004)Supply chain risk mitigation: modeling the enablers (2006)Strategic management a stakeholder approach (2010)Corporate Social Responsibility and Credit Ratings (2013)Recent Attribution Research in Consumer Behavior: A Review and New Directions (1988)Organization and Customer: Managing Design and Coordination of Services (1989)A descriptive model of the consumer co-production process (2007)Not always co‐creation: introducing interactional co‐destruction of value in service‐dominant logic (2010)“Service Encounter 2.0”: An investigation into the roles of technology, employees and customers (2017)Generalized expectancies for internal versus external control of reinforcement. (1966)Motivation through the design of work: test of a theory (1976)The Behavioral Consequences of Service Quality (1996)Rethinking Customer Solutions: From Product Bundles to Relational Processes (2007)The Psychological Continuum Model: A Conceptual Framework for Understanding an Individual's Psychological Connection to Sport (2001)Comfort your online customer: quality, trust and loyalty on the internet (2004)The Critical Incident Technique in Service Research (2004)Consumer evaluations of new technology-based self-service options: An investigation of alternative models of service quality (1996)Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing (1998)Understanding Service Convenience (2002)
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References

  • 1996Services Marketing: Integrating Customer Focus Across the Firm3,049 cited
  • 1994Critical Service Encounters: The Employee's Viewpoint1,821 cited
  • 2003Psychological Implications of Customer Participation in Co-Production1,495 cited
  • 1997Customer voluntary performance: Customers as partners in service delivery1,325 cited
  • 1997Customer contributions and roles in service delivery968 cited
  • 2010Winning the Service Game859 cited
  • 1996Customer Contributions to Quality: A Different View of the Customer-Oriented Firm794 cited
  • 1990Customer participation in service production and delivery.759 cited
  • 2002Client Co-Production in Knowledge-Intensive Business Services741 cited
  • 1981The Customer Contact Approach to Services: Theoretical Bases and Practical Extensions602 cited
  • 1996The customer as co‐producer407 cited
  • 1983Motivating the Client/Employee System as a Service Production Strategy372 cited
  • 1996Country of origin marketing over the product life cycle277 cited
  • 2009Grundlagen der Sozialpsychologie228 cited
  • 1970The Customer As A Productive Resource: A Pilot Study and Strategic Implications221 cited

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  • 1999Services marketing : a European perspective168 cited
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