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Beschwerdemanagement
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Beschwerdemanagement (2014)BeschwerdemanagementCustomer Relationship Management im Handel (2018)Customer Relationship Managem…Intelligent Business Processes in CRM (2017)Intelligent Business Processe…Grundlagen der internen Unternehmenskommunikation (2016)Grundlagen der internen Unter…Complaint management in hospitality organizations: The role of empowerment and other service recovery attributes impacting loyalty and satisfaction (2015)Complaint management in hospi…Das Konzept der kundenorientierten Unternehmensführung (2009)Das Konzept der kundenorienti…Beschwerdemanagement als Instrument der Kundenbindung (2007)Beschwerdemanagement als Inst…A Conceptual Model of Service Quality and Its Implications for Future Research (1985)SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)Satisfaction: a behavioral perspective on the consumer (2010)Free Competition and the Optimal Amount of Fraud (1973)Developing Buyer-Seller Relationships (1987)Zero defections: quality comes to services. (1990)Grundlagen und Phasen der Kundenbeziehung: Der Kundenbeziehungs-Lebenszyklus (2007)Der Kundenbeziehungs-Lebenszyklus (2011)Kundenorientierung, Kundenzentrierung und Customer-Dominant Logic – Welche Beiträge leisten die Konzepte für die kundenorientierte Unternehmensführung? (2023)Moments of Truth (1987)A Model for Customer Complaint Management (1988)Service recovery: Impact on satisfaction and intentions (1995)Customer relationship management research in hospitality industry: a review and classification (2019)The double-edged sword effect of service recovery awareness of frontline employees: From a job demands-resources perspective (2020)Machine Learning (ML) Modeling, IoT, and Optimizing Organizational Operations through Integrated Strategies: The Role of Technology and Human Resource Management (2024)Behavioral Study of obedience. (1963)The Agenda-Setting Function of Mass Media (1972)RATIONAL CHOICE AND THE FRAMING OF DECISIONS (1988)Organisationale Verankerung der Kommunikation in Unternehmen (2016)A Theory of Cognitive Dissonance (1957)Inequity In Social Exchange (1965)A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)Konstruktion und Anwendung fachkonzeptioneller Referenzmodelle im Data Warehousing (2003)Analyzing the Past to Prepare for the Future: Writing a Literature Review (2002)Business Intelligence (2007)The Handbook of Research Synthesis and Meta-Analysis (2019)A Configuration Taxonomy of Business Process Orientation (2021)CURIE: Towards an Ontology and Enterprise Architecture of a CRM Conceptual Model (2022)
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  • 2015Complaint management in hospitality organizations: The role of empowerment and other service recovery attributes impacting loyalty and satisfaction55 cited
  • 2009Das Konzept der kundenorientierten Unternehmensführung44 cited
  • 2018Customer Relationship Management im Handel19 cited
  • 2017Intelligent Business Processes in CRM18 cited
  • 2007Beschwerdemanagement als Instrument der Kundenbindung18 cited
  • 2016Grundlagen der internen Unternehmenskommunikation13 cited

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