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  • 1
    Digitale Medien
    Digitale Medien
    Identification of hymenoxone in Baileya multiradiata and Helenium hoopsii (1977)
    s.l. : American Chemical Society
    Journal of agricultural and food chemistry 25 (1977), S. 1304-1307 
    Details
    ISSN: 1520-5118
    Quelle: ACS Legacy Archives
    Thema: Land- und Forstwirtschaft, Gartenbau, Fischereiwirtschaft, Hauswirtschaft , Werkstoffwissenschaften, Fertigungsverfahren, Fertigung
    Materialart: Digitale Medien
    URL: http://dx.doi.org/10.1021/jf60214a027
    Standort Signatur Erwartet Verfügbarkeit
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  • 2
    Digitale Medien
    Digitale Medien
    Building customer relationships: an inventory of service providers' objectives and practices (2001)
    Bingley : Emerald
    Marketing intelligence & planning 19 (2001), S. 385-399 
    Details
    ISSN: 0263-4503
    Quelle: Emerald Fulltext Archive Database 1994-2005
    Thema: Wirtschaftswissenschaften
    Notizen: A study of 205 US commercial service providers, representing 31 two-digit SIC codes, identified companies' customer relationship-building objectives and practices. Of 42 possible relationship-building objectives, the four rated as top priorities were: encouraging customers to think of the firm first when considering a purchase; providing better service; encouraging customers to speak favorably about the firm; and encouraging customers to trust the firm. Answers to open-ended, exploratory questions revealed 18 categories of relationship-building initiatives. The findings suggest that "customer relationship-building" means different things to different people and that practices to build such relationships vary considerably. By inventorying the range of relationship-building objectives, quantifying their priority levels, and identifying specific practices used to build customer relationships, a greater understanding of current practices was achieved. Thus, the findings promise to benefit researchers, practitioners and consumers in terms of knowledge development, prescriptions for success, and enhanced value and satisfaction, respectively.
    Materialart: Digitale Medien
    URL: http://dx.doi.org/10.1108/EUM0000000006109
    Standort Signatur Erwartet Verfügbarkeit
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  • 3
    Digitale Medien
    Digitale Medien
    The history, evolution and principles of services marketing: poised for the new millennium (1999)
    Bingley : Emerald
    Marketing intelligence & planning 17 (1999), S. 324-328 
    Details
    ISSN: 0263-4503
    Quelle: Emerald Fulltext Archive Database 1994-2005
    Thema: Wirtschaftswissenschaften
    Notizen: The development and evolution of services marketing have been extraordinary. Provides a brief historical overview of services marketing, highlights its differences, then presents an extensive list of principles that attempts to reflect the current state of the field and provides a springboard for the further development of services marketing in the next millennium. The list provides guidelines for marketing managers and ideas for further research.
    Materialart: Digitale Medien
    URL: http://dx.doi.org/10.1108/02634509910301133
    Standort Signatur Erwartet Verfügbarkeit
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  • 4
    Digitale Medien
    Digitale Medien
    Behavioral biases in the service encounter: empowerment by default? (1999)
    Bingley : Emerald
    Marketing intelligence & planning 17 (1999), S. 192-201 
    Details
    ISSN: 0263-4503
    Quelle: Emerald Fulltext Archive Database 1994-2005
    Thema: Wirtschaftswissenschaften
    Notizen: Discusses the findings of a study in which 309 service encounters between customers and customer-contact personnel in service businesses and retail stores were unobtrusively observed, to measure the occurrence of selected service behaviors (i.e. mostly interpersonal behaviors such as smiling, thanking customer, establishing eye contact, etc.), and to investigate possible behavioral biases. On average, only 72 percent of the measured behaviors were observed in each service encounter. Employees' behaviors were generally less likely to be observed when served customers were male, young, caucasian, or casually dressed. The propensity of frontline workers to systematically discriminate against some types of customers on bases that have little or nothing to do with customers' service requirements represents a downside of employee discretion dubbed as "empowerment by default".
    Materialart: Digitale Medien
    URL: http://dx.doi.org/10.1108/02634509910275935
    Standort Signatur Erwartet Verfügbarkeit
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  • 5
    Digitale Medien
    Digitale Medien
    Beanie Babies: a case study in the engineering of a high-involvement/relationship-prone brand (2000)
    Bingley : Emerald
    The @journal of product & brand management 9 (2000), S. 78-98 
    Details
    ISSN: 1061-0421
    Quelle: Emerald Fulltext Archive Database 1994-2005
    Thema: Wirtschaftswissenschaften
    Notizen: Provides an example of a firm's use of distinguishing product attributes to engineer and nurture strong consumer-brand relationships. Ty Inc., manufacturer of the popular Beanie Babies brand, has effectively engineered the brand to incorporate attributes of nostalgic value, personification, uniqueness, facilitation, engagement, aesthetic appeal, quality/excellence, association, social visibility and image congruence, and price risk. By incorporating these attributes and actively nurturing consumer-brand relationships, Ty has benefited from greater customer satisfaction, which has led to higher purchase volumes, brand loyalty, and positive word-of-mouth communications. The straightforward methodology used to examine customer perceptions of Beanie Babies involved asking respondents to rate Beanie Babies on the ten characteristics associated with high-involvement, relationship-prone products. The same measurement approach could be easily replicated by managers of other firms to evaluate the relational potency of their own brands.
    Materialart: Digitale Medien
    URL: http://dx.doi.org/10.1108/10610420010322143
    Standort Signatur Erwartet Verfügbarkeit
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  • 6
    Digitale Medien
    Digitale Medien
    Relationship marketing: a high-involvement product attribute approach (1998)
    Bingley : Emerald
    The @journal of product & brand management 7 (1998), S. 6-26 
    Details
    ISSN: 1061-0421
    Quelle: Emerald Fulltext Archive Database 1994-2005
    Thema: Wirtschaftswissenschaften
    Notizen: This study investigates consumers' affective attachments toward products, based on generalizable and managerially relevant product attributes. Two surveys of 123 consumers found that high-involvement, high-meaning products tend to share ten common attributes. The managerial implications of each attribute are discussed, including specific ways that brand managers and new product development teams can engineer relationships between brands and customers.
    Materialart: Digitale Medien
    URL: http://dx.doi.org/10.1108/10610429810209700
    Standort Signatur Erwartet Verfügbarkeit
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  • 7
    Digitale Medien
    Digitale Medien
    Blending services and crises: a few questions and observations (2005)
    Bradford : Emerald
    The @journal of services marketing 19 (2005), S. 346-350 
    Details
    ISSN: 0887-6045
    Quelle: Emerald Fulltext Archive Database 1994-2005
    Thema: Wirtschaftswissenschaften
    Notizen: Purpose - Proposes stimulating future thought and research among service scholars and practicing service marketers as to the relevance of crises and crisis management issues in the service sector. Design/methodology/approach - This article offers the author's perspective of the issues discussed. Eight crisis-related questions are raised and discussed, with insights from various business leaders also woven into the discussion. Findings - Several themes are addressed, including: crisis-related issues (including crisis management) should be of particular interest to service organizations; although crises may be linked to specific dates or events, their occurrence is not necessarily random and unpredictable; a proactive approach to crisis management is called for; some organizations (e.g. small and powerless firms) may be more crisis-prone than others; the term "crisis" means different things to different people and is used in both negative and positive contexts; and when organizations are interconnected with partners or constituencies, it is not always clear who "owns" a crisis - the organization or those affected by it. Practical implications - To enhance service recovery efforts and ensure service continuity, the article promises to help practicing managers and service providers better understand the nature of crises and how crises might be effectively dealt with in their respective organizations. Originality/value - The article takes a fresh look at the issues, highlights their particular relevance in the service sector, and includes the perspectives of numerous well-known business leaders from around the world.
    Materialart: Digitale Medien
    URL: http://dx.doi.org/10.1108/08876040510609952
    Standort Signatur Erwartet Verfügbarkeit
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  • 8
    Digitale Medien
    Digitale Medien
    The export of e-services in the age of technology transformation: challenges and implications for international service providers (2004)
    Bradford : Emerald
    The @journal of services marketing 18 (2004), S. 560-573 
    Details
    ISSN: 0887-6045
    Quelle: Emerald Fulltext Archive Database 1994-2005
    Thema: Wirtschaftswissenschaften
    Notizen: Advancements in information and communication technologies have created unprecedented opportunities to services providers in both developing and developed countries. The service sector represents one of the fastest growing areas of exports in the global trade. The Internet and e-commerce make it possible to sell a variety of services, ranging from airline tickets to financial services, from anywhere in the world, around the clock. International delivery of services through electronic means is creating value in the supply chain by the reduction of many of the barriers to entry. This paper focuses on the determinants influencing the diffusion and export of e-services across borders. The paper also presents strategic challenges, followed by implications for service providers.
    Materialart: Digitale Medien
    URL: http://dx.doi.org/10.1108/08876040410561884
    Standort Signatur Erwartet Verfügbarkeit
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  • 9
    Digitale Medien
    Digitale Medien
    Building customer relationships: an inventory of service providers' objectives and practices (2002)
    Bradford : Emerald
    The @journal of services marketing 16 (2002), S. 615-635 
    Details
    ISSN: 0887-6045
    Quelle: Emerald Fulltext Archive Database 1994-2005
    Thema: Wirtschaftswissenschaften
    Notizen: A study of 205 US commercial service providers, representing 31 two-digit SIC codes, identified companies' customer relationship-building objectives and practices. Of 42 possible relationship-building objectives, the four rated as top priorities were: encouraging customers to think of the firm first when considering a purchase; providing better service; encouraging customers to speak favorably about the firm; and encouraging customers to trust the firm. Answers to open-ended, exploratory questions revealed 18 categories of relationship-building initiatives. The findings suggest that "customer relationship-building" means different things to different people and that practices to build such relationships vary considerably. By inventorying the range of relationship-building objectives, quantifying their priority levels, and identifying specific practices used to build customer relationships, a greater understanding of current practices was achieved. Thus, the findings promise to benefit researchers, practitioners and consumers in terms of knowledge development, prescriptions for success, and enhanced value and satisfaction, respectively.
    Materialart: Digitale Medien
    URL: http://dx.doi.org/10.1108/08876040210447342
    Standort Signatur Erwartet Verfügbarkeit
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  • 10
    facet.materialart.
    Unbekannt
    Historical Perspectives: Development of the Codes of Ethics in the Legal, Medical and Accounting Professions (1991)
    Dordrecht : Periodicals Archive Online (PAO)
    Journal of Business Ethics. 10:2 (1991:Feb.) 99 
    Details
    ISSN: 0167-4544
    Thema: Philosophie , Wirtschaftswissenschaften
    URL: http://gateway.proquest.com/openurl?url_ver=Z39.88-2004&res_dat=xri:pao:&rft_dat=xri:pao:article:m089-1991-010-02-000003
    Standort Signatur Erwartet Verfügbarkeit
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