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131 Publications
2019 | Journal Article | LibreCat-ID: 13454
A. Eggert, M. Kleinaltenkamp, and V. Kashyap, “Mapping Value in Business Markets: An Integrative Framework,” Industrial Marketing Management, vol. 79, pp. 13--20, 2019.
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2019 | Journal Article | LibreCat-ID: 13455
I. Garnefeld, A. Eggert, M. Husemann-Kopetzky, and E. Boehm, “Exploring the link between payment schemes and customer fraud: a mental accounting perspective,” Journal of the Academy of Marketing Science, vol. 47, no. 4, pp. 595--616, 2019.
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2019 | Conference Paper | LibreCat-ID: 13456
A. Eggert, E. Boehm, R. Akalan, and H. Gebauer, “Service Growth by Acquisition – An Event Study.” 2019.
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2019 | Journal Article | LibreCat-ID: 13457
A. Eggert, L. Steinhoff, and C. Witte, “Gift Purchases as Catalysts for Strengthening Customer–Brand Relationships,” Journal of Marketing, 2019.
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2018 | Conference Paper | LibreCat-ID: 6199
A. Eggert, L. Steinhoff, and C. Witte, “Are Gift Purchases an Effective Driver of Customer Loyalty?” 2018.
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2018 | Journal Article | LibreCat-ID: 4833
L. Steinhoff, C. Witte, and A. Eggert, “Mixed Effects of Company-Initiated Customer Engagement on Customer Loyalty: The Contingency Role of Service Category Involvement,” SMR-Journal of Service Management Research, no. 2, pp. 22--35, 2018.
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2018 | Journal Article | LibreCat-ID: 4834
A. Eggert, W. Ulaga, P. Frow, and A. Payne, “Conceptualizing and communicating value in business markets: From value in exchange to value in use,” Industrial Marketing Management, pp. 80--90, 2018.
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2018 | Journal Article | LibreCat-ID: 5001
I. Garnefeld, E. Boehm, L. Klimke, and A. Oestreich, “I thought it was over, but now it is back: customer reactions to ex post time extensions of sales promotions,” Journal of the Academy of Marketing Science, vol. 46, no. 6, pp. 1133--1147, 2018.
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2018 | Conference Paper | LibreCat-ID: 5480
A. Salonen, H. Terho, E. Boehm, R. Rajala, and A. Virtanen, “Engaging a product-oriented salesforce in solution sales.” 2018.
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2018 | Conference Paper | LibreCat-ID: 5481
A. Salonen, H. Terho, E. Boehm, R. Rajala, and A. Virtanen, “How to transform a product-focused salesforce to solution sales?” 2018.
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2017 | Journal Article | LibreCat-ID: 4836
H. Terho, A. Eggert, W. Ulaga, A. Haas, and E. Boehm, “Selling Value in Business Markets: Individual and Organizational Factors for Turning the Idea into Action,” Industrial Marketing Management, pp. 42--55, 2017.
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2017 | Journal Article | LibreCat-ID: 4837
A. Payne, P. Frow, and A. Eggert, “The customer value proposition: evolution, development, and application in marketing,” Journal of the Academy of Marketing Science, no. 4, pp. 467--489, 2017.
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2017 | Journal Article | LibreCat-ID: 4838
A. Eggert, E. Boehm, and C. Cramer, “Business service outsourcing in manufacturing firms: an event study,” Journal of Service Management, no. 3, pp. 476--498, 2017.
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2017 | Journal Article | LibreCat-ID: 4840
E. Boehm, A. Eggert, and C. Thiesbrummel, “Service transition: A viable option for manufacturing companies with deteriorating financial performance?,” Industrial Marketing Management, pp. 101--111, 2017.
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2017 | Book Chapter | LibreCat-ID: 5005
I. Garnefeld, E. Boehm, and L. Feider, “Retourenmanagement zur Steigerung des Kundenwerts,” in Kundenwert, 2017, pp. 599--624.
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2017 | Conference Paper | LibreCat-ID: 5479
A. Eggert, L. Steinhoff, and C. Witte, “The Loyalty Effect of Gift Purchases.” 2017.
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2017 | Conference Paper | LibreCat-ID: 5482
I. Garnefeld, E. Boehm, and L. Feider, “Managing the Necessary Evil: Can Payment Methods Reduce Product Returns.” 2017.
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2017 | Conference Paper | LibreCat-ID: 5483
C. Cramer, E. Boehm, and A. Eggert, “Service Awards: Do They Help or Harm in Case of a Service Failure?” 2017.
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2016 | Journal Article | LibreCat-ID: 4839
M. Steiner, A. Eggert, W. Ulaga, and K. Backhaus, “Do customized service packages impede value capture in industrial markets?,” Journal of the Academy of marketing Science, no. 2, pp. 151--165, 2016.
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2016 | Journal Article | LibreCat-ID: 4842
E. Boehm, C. Backhaus, A. Eggert, and T. Cummins, “Understanding outcome-based contracts: benefits and risks from the buyers’ and sellers’ perspective,” Journal of Strategic Contracting and Negotiation, no. 1–2, pp. 128--149, 2016.
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2016 | Journal Article | LibreCat-ID: 4843
M. Steiner, N. Wiegand, A. Eggert, and K. Backhaus, “Platform adoption in system markets: The roles of preference heterogeneity and consumer expectations,” International Journal of Research in Marketing, no. 2, pp. 276--296, 2016.
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2016 | Journal Article | LibreCat-ID: 4845
S. M. Wagner and A. Eggert, “Co-management of purchasing and marketing: Why, when and how?,” Industrial Marketing Management, pp. 27--36, 2016.
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2016 | Journal Article | LibreCat-ID: 7419
L. Steinhoff and R. W. Palmatier, “Understanding Loyalty Program Effectiveness: Managing Target and Bystander Effects,” Journal of the Academy of Marketing Science, vol. 44, no. 1, pp. 88–107, 2016.
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2016 | Conference Paper | LibreCat-ID: 7673
C. Cramer, E. Böhm, and A. Eggert, “The Service Award Paradox,” in Proceedings of the 45th European Marketing Academy (EMAC) Conference, 2016.
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2016 | Conference Paper | LibreCat-ID: 7675
C. Cramer, E. Böhm, and A. Eggert, “Understanding Service Awards: Exploit the Bright Side, Avoid the Dark Side,” in 2016 AMA Winter Marketing Educators’ Conference Proceeding, 2016.
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2016 | Conference Paper | LibreCat-ID: 7686
E. Böhm, C. Backhaus, A. Eggert, and T. Pitsis, “Shedding Light on Outcome-Based Contracts: Benefits and Risks from the Buyers’ and Sellers’ Perspective,” in 2016 AMA Winter Marketing Educators’ Conference Proceedings, 2016.
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2015 | Conference Paper | LibreCat-ID: 7722
A. Eggert, L. Steinhoff, and C. Witte, “ You Might Want to Engage Your Customers, But Choose Them Wisely: The Mixed Effects of Company-Initiated Customer Engagement on Customer Loyalty,” in 2015 AMA Summer Marketing Educators’ Conference Proceedings, 2015.
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2015 | Conference Paper | LibreCat-ID: 7723
C. Cramer, E. Böhm, and A. Eggert, “Stock Market Reactions to Business Service Outsourcing in Manufacturing Firms,” in Proceedings of the 44th European Marketing Academy (EMAC) Conference, 2015.
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2015 | Conference Paper | LibreCat-ID: 7724
L. Feider, I. Garnefeld, and E. Böhm, “Threatening customers not to return – An effective strategy for online retailers?,” in Proceedings of the 44th European Marketing Academy (EMAC) Conference, 2015.
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2015 | Journal Article | LibreCat-ID: 4847
A. Eggert, L. Steinhoff, and I. Garnefeld, “Managing the bright and dark sides of status endowment in hierarchical loyalty programs,” Journal of Service Research, vol. 18, no. 2, pp. 210--228, 2015.
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2015 | Journal Article | LibreCat-ID: 4848
H. Terho, A. Eggert, A. Haas, and W. Ulaga, “How sales strategy translates into performance: The role of salesperson customer orientation and value-based selling,” Industrial Marketing Management, pp. 12--21, 2015.
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2015 | Journal Article | LibreCat-ID: 4849
A. Eggert, C. Thiesbrummel, and C. Deutscher, “Heading for new shores: Do service and hybrid innovations outperform product innovations in industrial companies?,” Industrial Marketing Management, pp. 173--183, 2015.
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2014 | Conference Paper | LibreCat-ID: 7725
A. Eggert, E. Böhm, and C. Cramer, “Stock Market Reactions to Customer Service Outsourcing in Manufacturing Firms,” in 2015 AMA Winter Marketing Educators’ Conference Proceedings, 2014.
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2014 | Conference Paper | LibreCat-ID: 7727
V. Kanuri, E. Münkhoff, and L. K. Scheer, “Service transition versus service infusion: Different pathways to success for service-oriented manufacturers?,” in ISBM 2014 Academic Conference, 2014.
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2014 | Conference Paper | LibreCat-ID: 7728
A. Eggert, A. Haas, H. Terho, W. Ulaga, and E. Münkhoff, “Selling value in business markets: Why a powerful idea often fails,” in ISBM 2014 Academic Conference, 2014.
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2014 | Conference Paper | LibreCat-ID: 7729
T. Ritter, A. Eggert, E. Münkhoff, and W. Ulaga, “The corporate marketing department - Between value and vanish,” in ISBM 2014 Academic Conference, 2014.
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2014 | Conference Paper | LibreCat-ID: 7730
A. Eggert, E. Münkhoff, and C. Thiesbrummel, “Service transition: A viable option for manufacturing companies with declining financial performance?,” in Proceedings of the 43rd European Marketing Academy (EMAC) Conference, 2014.
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2014 | Conference Paper | LibreCat-ID: 7731
H. Terho, A. Eggert, W. Ulaga, and A. Haas, “Overcoming Roadblocks to Value-Based Selling: Aligning Organizational Support With Sales Force Activities,” in 2014 AMA Winter Marketing Educators’ Proceedings, 2014.
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2014 | Journal Article | LibreCat-ID: 4850
A. Eggert, J. Hogreve, W. Ulaga, and E. Muenkhoff, “Revenue and profit implications of industrial service strategies,” Journal of Service Research, no. 1, pp. 23--39, 2014.
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2014 | Journal Article | LibreCat-ID: 7426
M. Schneider and A. Eggert, “Embracing complex causality with the QCA method: An invitation,” Journal of Business Market Management, vol. 7, no. 1, pp. 312–328, 2014.
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2014 | Journal Article | LibreCat-ID: 7428
A. Eggert, C. Thiesbrummel, and C. Deutscher, “Differential effects of product and service innovations on the financial performance of industrial firms,” Journal of Business Market Management, vol. 7, no. 3, pp. 380–405, 2014.
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2014 | Book (Editor) | LibreCat-ID: 7435
L. Steinhoff, Ed., Loyalitätswirkung des geschenkten bevorzugten Kundenstatus – Eine theoretische und empirisch-experimentelle Analyse. Wiesbaden: Springer Gabler, 2014.
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2013 | Conference Paper | LibreCat-ID: 7732
A. Eggert, C. Thiesbrummel, and C. Deutscher, “Can service innovations substitute or complement product innovations? The case of German industrial firms,” in Proceedings of the 20th International Product Development Management Conference, 2013.
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2013 | Conference Paper | LibreCat-ID: 7733
A. Eggert, W. Ulaga, M. Steiner, and K. Backhaus, “Increasing Customers’ Willingness to Pay for Hybrid Offerings: The Impact of Price Presentation Formats,” in Proceedings of the 42nd European Marketing Academy (EMAC) Conference, 2013.
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2013 | Conference Paper | LibreCat-ID: 7734
I. Garnefeld, E. Münkhoff, and K. Raum, “Threat and normative appeals to reduce product returns in online retailing – An effective marketing practice?,” in Proceedings of the 42nd European Marketing Academy (EMAC) Conference, 2013.
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2013 | Conference Paper | LibreCat-ID: 7735
E. Münkhoff, I. Garnefeld, and A. Bruns, “How to prolong a sales promotion – Ex-post time extension versus reframing,” in roceedings of the 42nd European Marketing Academy (EMAC) Conference, 2013.
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2013 | Conference Paper | LibreCat-ID: 7736
T. Posner , I. Garnefeld, and A. Eggert, “Creating Emotional Brand Attachment through the Salesperson’s Brand-Consistent Behavior,” in Proceedings of the 42nd European Marketing Academy (EMAC) Conference, 2013.
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2013 | Conference Paper | LibreCat-ID: 7737
L. Steinhoff and R. W. Palmatier, “The Effect of Loyalty Programs on Target and Bystander Customers: A Customer Portfolio Perspective on Loyalty Program Performance,” in Proceedings of the 42nd European Marketing Academy (EMAC) Conference, 2013.
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2013 | Conference Paper | LibreCat-ID: 7738
A. Eggert, C. Thiesbrummel, and C. Deutscher, “Exploring differential effects of product and service innovations on industrial firms’ financial performance,” in 2013 AMA Winter Marketing Educators’ Proceedings, 2013.
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2013 | Journal Article | LibreCat-ID: 4851
I. Garnefeld, A. Eggert, S. V. Helm, and S. S. Tax, “Growing existing customers’ revenue streams through customer referral programs,” Journal of Marketing, no. 4, pp. 17--32, 2013.
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2013 | Journal Article | LibreCat-ID: 4852
A. Haas, A. Eggert, H. Terho, and W. Ulaga, “Erfolgsfaktor Value-Based Selling—Verkaufen, wenn Kundenorientierung nicht zum Erfolg führt,” Marketing Review St. Gallen, no. 4, pp. 64--73, 2013.
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2013 | Journal Article | LibreCat-ID: 7429
I. Garnefeld and L. Steinhoff, “Primacy versus Recency Effects in Extended Service Encounters,” Journal of Service Management, vol. 24, no. 1, pp. 64–81, 2013.
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2013 | Book (Editor) | LibreCat-ID: 7437
E. Münkhoff, Ed., Umsatz- und Profitabilitätsauswirkungen industrieller Dienstleistungen – Eine latente Wachstumskurvenanalyse. Wiesbaden: Springer Gabler, 2013.
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2012 | Conference Paper | LibreCat-ID: 7739
A. Eggert, I. Garnefeld, and L. Steinhoff, “The Bright and Dark Side of Endowed Status in Hierarchical Loyalty Programs,” in 2012 AMA Summer Marketing Educators’ Proceedings, 2012.
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2012 | Conference Paper | LibreCat-ID: 7740
I. Garnefeld, E. Münkhoff, and A. Bruns, “I thought it was all over and now it is back again – Customer reactions to time extensions of sales promotions,” in 2012 AMA Summer Marketing Educators’ Proceedings, 2012.
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2012 | Conference Paper | LibreCat-ID: 7741
A. Eggert, M. Steiner, W. Ulaga, and K. Backhaus, “Capturing the Value of Hybrid Offerings: The Impact of the Price Presentation Format,” in Proceedings of the 2012 ISBM Academic Workshop, 2012.
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2012 | Conference Paper | LibreCat-ID: 7742
T. Ritter and A. Eggert, “Dispersion of Market Activities: A Configurational Approach,” in Proceedings of the 2012 ISBM Academic Workshop, 2012.
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2012 | Conference Paper | LibreCat-ID: 7743
A. Eggert, E. Münkhoff, and C. Thiesbrummel, “Growing with Industrial Services - A Configurational Approach,” in 2012 AMA Winter Marketing Educators’ Proceedings, 2012.
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2012 | Conference Paper | LibreCat-ID: 7744
A. Eggert, I. Garnefeld, and L. Steinhoff, “Endowed Status in Hierarchical Loyalty Programs,” in 2012 AMA Winter Marketing Educators’ Proceedings, 2012.
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2012 | Conference Paper | LibreCat-ID: 7745
I. Garnefeld, S. Helm, A. Eggert, and S. Tax, “Growing Existing Customers’ Profitability with Customer Referral Programs,” in 2012 AMA Winter Marketing Educators’ Proceedings, 2012.
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2012 | Journal Article | LibreCat-ID: 4853
A. Eggert, J. Henseler, and S. Hollmann, “Who owns the customer? Disentangling customer loyalty in indirect distribution channels,” Journal of Supply Chain Management, no. 2, pp. 75--92, 2012.
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2012 | Journal Article | LibreCat-ID: 4854
H. Terho, A. Haas, A. Eggert, and W. Ulaga, “‘It’s almost like taking the sales out of selling’—towards a conceptualization of value-based selling in business markets,” Industrial Marketing Management, no. 1, pp. 174--185, 2012.
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2011 | Conference Paper | LibreCat-ID: 7746
H. Terho, A. Haas, A. Eggert, and W. Ulaga, “‘It’s Almost Like Taking the Sales out of Selling’: Conceptualizing Value-Based Selling in Business Markets,” in 2011 AMA Summer Marketing Educators’ Proceedings, 2011.
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2011 | Conference Paper | LibreCat-ID: 7747
A. Eggert, E. Münkhoff, and C. Thiesbrummel, “Service orientation of manufacturing companies: A necessary or sufficient condition for firm profitability?,” in Proceedings of the 40th European Marketing Academy (EMAC) Conference, 2011.
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2011 | Conference Paper | LibreCat-ID: 7802
K. Doescher, J. Hogreve, and A. Eggert, “Embracing the complexity of recovery management in business-to-business relationships,” in Proceedings of the 40th European Marketing Academy (EMAC) Conference, 2011.
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2011 | Conference Paper | LibreCat-ID: 7803
I. Garnefeld, S. Helm, A. Eggert, and S. Tax, “All or Nothing at All – Referral Reward Programs, Customer Retention and Reward Size,” in Proceedings of the 40th European Marketing Academy (EMAC) Conference, 2011.
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2011 | Conference Paper | LibreCat-ID: 7804
E. Münkhoff, I. Garnefeld, and A. Bruns, “Time extension of sales promotions – How do customers react?,” in Proceedings of the 40th European Marketing Academy (EMAC) Conference, 2011.
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2011 | Conference Paper | LibreCat-ID: 7805
A. Eggert, J. Hogreve, W. Ulaga, and E. Münkhoff, “Assessing the long-term effect of industrial services on firm profitability: The moderating impact of product innovations,” in 2011 AMA Winter Marketing Educators’ Proceedings, 2011.
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2011 | Conference Paper | LibreCat-ID: 7806
A. Eggert, I. Garnefeld, and L. Steinhoff, “Identifying Valence as a Contingency Variable for the Primacy-Recency-Controversy,” in 2011 AMA Winter Marketing Educators’ Proceedings, 2011.
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2011 | Conference Paper | LibreCat-ID: 7807
G. Hunter, I. Garnefeld, and L. Steinhoff, “Can Retailers Improve Loyalty by Empowering Consumers?,” in 2011 AMA Winter Marketing Educators’ Conference Proceedings, 2011.
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2011 | Journal Article | LibreCat-ID: 4855
I. Garnefeld, S. Helm, and A. Eggert, “Walk your talk: an experimental investigation of the relationship between word of mouth and communicators’ loyalty,” Journal of Service Research, no. 1, pp. 93--107, 2011.
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2011 | Journal Article | LibreCat-ID: 4856
A. Eggert, J. Hogreve, W. Ulaga, and E. Muenkhoff, “Industrial services, product innovations, and firm profitability: A multiple-group latent growth curve analysis,” Industrial Marketing Management, no. 5, pp. 661--670, 2011.
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2011 | Journal Article | LibreCat-ID: 4857
A. Eggert and M. Serdaroglu, “Exploring the Impact of Sales Technology on Salesperson Performance: A Task-Base d Approach,” Journal of Marketing Theory and Practice, no. 2, pp. 169--186, 2011.
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2011 | Book Chapter | LibreCat-ID: 4945
B. Ivens and A. Eggert, “Key Account Management,” in Handbuch Vertriebsmanagement, 2011.
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2010 | Conference Paper | LibreCat-ID: 7808
I. Garnefeld, D. Woisetschläger, and A. Eggert, “Does Customer Acquisition Jeopardize Customer Retention? - An Experimental Investigation in an Electronic Retailing Setting,” in Proceedings of the 18th International Colloquium in Relationship Marketing, 2010.
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2010 | Conference Paper | LibreCat-ID: 7809
E. Münkhoff, I. Garnefeld, J. Hogreve, and A. Eggert, “Referral Reward Programs: A Means for Service Recovery?,” in Proceedings of the 18th International Colloquium in Relationship Marketing, 2010.
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2010 | Conference Paper | LibreCat-ID: 7810
I. Garnefeld, S. Helm, A. Eggert, and S. Tax, “Do Referral Reward Programs Enhance Customer Loyalty? – Results of a Propensity Score Matching Study,” in Proceedings of the 2010 AMA Summer Marketing Educators’ Conference, 2010.
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2010 | Conference Paper | LibreCat-ID: 7846
A. Eggert, J. Hogreve, W. Ulaga, and E. Münkhoff, “Disentangling the Revenue and Cost Implications of the Service Transition: A Latent Growth Analysis,” in Proceedings of the 2nd ISBM Workshop at Harvard Business School, 2010.
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2010 | Conference Paper | LibreCat-ID: 7853
B. Frick, A. Eggert, and J. Hogreve, “Corporate Reputation and Customers’ Value Perceptions: A Dynamic Analysis,” in Proceedings of the 39th EMAC Conference, 2010.
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2010 | Conference Paper | LibreCat-ID: 7854
A. Eggert, J. Hogreve, W. Ulaga, and E. Münkhoff, “Industrial Services, Product Innovations, and Firm Profitability – A Longitudinal Analysis,” in Proceedings of the Frontiers Pre-Conference on Service and Solution Innovation, 2010.
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2010 | Conference Paper | LibreCat-ID: 7855
I. Garnefeld, E. Münkhoff, J. Hogreve, and A. Eggert, “Exploring the Effects of Referral Reward Programs on Satisfied and Dissatisfied Customers,” in Proceedings of the 2010 AMA Winter Marketing Educators’ Conference, 2010.
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2010 | Journal Article | LibreCat-ID: 4858
A. Eggert and W. Ulaga, “Managing customer share in key supplier relationships,” Industrial Marketing Management, no. 8, pp. 1346--1355, 2010.
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2010 | Journal Article | LibreCat-ID: 4859
S. M. Wagner, A. Eggert, and E. Lindemann, “Creating and appropriating value in collaborative relationships,” Journal of business research, no. 8, pp. 840--848, 2010.
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2009 | Conference Paper | LibreCat-ID: 7857
A. Eggert, J. Henseler, and S. Hollmann, “Who Owns the Customer? Disentangling Customer Loyalty in Indirect Distribution Channels,” in Proceedings of the 17th International Colloquium in Relationship Marketing, 2009.
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2009 | Conference Paper | LibreCat-ID: 7866
D. Woisetschläger, I. Garnefeld, and A. Eggert, “Can Successful Customer Acquisition Hurt the Existing Customer Base?,” in Proceedings of the 2009 AMA Summer Marketing Educators’ Conference, 2009.
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2009 | Conference Paper | LibreCat-ID: 7867
I. Garnefeld, E. Münkhoff, J. Hogreve, and A. Eggert, “Referral reward programs: New customer acquisition by opportunism?,” in Proceedings of the 15th Academy of Marketing Science (AMS) World Marketing Congress, 2009.
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2009 | Conference Paper | LibreCat-ID: 7868
A. Eggert and W. Ulaga, “Musing on a Decade of Customer Value Research in Business Relationships: Where Do We Come From? Where Should We Go?,” in Proceedings of the 4th International Conference on Business Market Management, 2009.
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2009 | Conference Paper | LibreCat-ID: 7869
I. Garnefeld, S. Helm, S. Tax, and A. Eggert, “Customer Referral Programs and Customer Retention – Do Rewards Undermine the Retention Effect?,” in Proceedings of the 2009 AMA Winter Educators’ Proceedings, 2009.
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2009 | Conference Paper | LibreCat-ID: 7870
I. Garnefeld, E. Münkhoff, J. Hogreve, and A. Eggert, “Unintended effects of referral reward programs: Exploring the impact of rewards on opportunistic behavior,” in Proceedings of the 38th European Marketing Academy (EMAC) Conference, 2009.
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2009 | Conference Paper | LibreCat-ID: 7871
A. Eggert, J. Henseler, and S. Hollmann, “Who Owns the Customer? Exploring Customer Loyalty in a Channel Context,” in Proceedings of the 38th European Marketing Academy (EMAC) Conference, 2009.
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2009 | Journal Article | LibreCat-ID: 4860
A. Eggert, W. Ulaga, and S. Hollmann, “Benchmarking the impact of customer share in key-supplier relationships,” Journal of Business & Industrial Marketing, no. 3/4, pp. 154--160, 2009.
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2009 | Book Chapter | LibreCat-ID: 4961
S. Helm, A. Eggert, and I. Garnefeld, “Modeling the Impact of Corporate Reputation on Customer Satisfaction and Loyalty Using Partial Least Squares,” in Handbook of Partial Least Squares, Berlin, Heidelberg: Springer Berlin Heidelberg, 2009, pp. 515–534.
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| DOI
2009 | Book Chapter | LibreCat-ID: 7441
S. Helm, A. Eggert, and I. Garnefeld, “Modelling the Impact of Corporate Reputation on Customer Satisfaction and Loyalty Using PLS,” in Handbook of Partial Least Squares - Concepts, Methods and Applications, V. Esposito Vinzi, W. Chin, J. Henseler, and H. Wang, Eds. Berlin: Springer, 2009, pp. 515–534.
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2008 | Journal Article | LibreCat-ID: 4861
M. H. Gouthier, A. Eggert, and F. Nogly, “Offshoring der Kundeninteraktion: Eine empirische Analyse der Wirkung der Sprachqualität am Beispiel von Call Centern,” Schmalenbachs Zeitschrift für betriebswirtschaftliche Forschung, no. 1, pp. 48--70, 2008.
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2008 | Book Chapter | LibreCat-ID: 4962
W. Ulaga and A. Eggert, “Linking Customer Value to Customer Share in Business Relationships.,” in Woodside, F. Golfetto and M. Gibbert, Eds. 2008.
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