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„Augenblicke der Wahrheit“ in der Dienstleistungserstellung — Ihre Relevanz und ihre Messung mit Hilfe der Kontaktpunkt-Analyse
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„Augenblicke der Wahrheit“ in der Dienstleistungserstellung — Ihre Relevanz und ihre Messung mit Hilfe der Kontaktpunkt-Analyse (2000)„Augenblicke der Wahrheit“ in der Dienstl…Quality Management for Services (2023)Quality Management for Servic…Managing services marketing: text and readings (2003)Managing services marketing: …International Journal of Bank Marketing (1991)International Journal of Bank…European Journal of Marketing (1991)European Journal of MarketingThe Psychological Bulletin (1904)The Psychological BulletinThe Price Bundling of Services: A Normative Framework (1987)SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)Measuring Service Quality: A Reexamination and Extension (1992)Customer involvement and perceptions: The moderating role of customer co-production (2011)Customer Orientation, Learning Orientation, and New Service Development (2011)Complaint Management: A Customer Satisfaction Learning Process (2013)A Review and an Integration of Research on Job Burnout (1993)What's the difference? diversity constructs as separation, variety, or disparity in organizations (2007)The weirdest people in the world? (2010)Intra-organisational Aspects of Service Quality Management: The Employees’ Perspective (1998)Internes Marketing als Forschungsgebiet der Marketingwissenschaft (1999)Global Consumer Innovativeness: Cross-Country Differences and Demographic Commonalities (2009)How Smaller Born-Global Firms Use Networks and Alliances to Overcome Constraints to Rapid Internationalization (2006)The Role of Hubs in the Adoption Process (2009)“PLS-SEM: indeed a silver bullet” – retrospective observations and recent advances (2022)Consumer-defined service quality in international retailing (1995)
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References

  • 1904The Psychological Bulletin4,187 cited
  • 1991European Journal of Marketing839 cited
  • 2003Managing services marketing: text and readings117 cited
  • 1991International Journal of Bank Marketing53 cited
  • 2023Quality Management for Services47 cited

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