Browsing by Author WIRTZ,JOCHEN

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Issue DateTitleAuthor(s)
Jul-1999Designing service guarantees : is full satisfaction the best you can guaranteeWirtz, Jochen ; Kum, Doreen 
Oct-2000Determinants of consumer cheating on service guarantees : results from three experimental studiesWirtz, Jochen ; Kum, Doreen 
Jun-1999Determinants of effective membership marketing : towards a research agendaKum, Doreen ; Wirtz, Jochen 
Nov-2003Determinants of unethical and opportunistic behavior of consumersKum, Doreen ; Wirtz, Jochen 
1998Development of a service guarantee modelWirtz, J. 
Oct-1995Development of a service quality measurement scale for airline passenger servicesWirtz, Jochen ; Shamdasani, Prem N. 
Jul-1998Examining the strategic role of unused service capacity - a theory-in-use approachNg, Irene C. L.; Wirtz, Jochen ; Lee, Khai Sheang 
2001Exploring the Role of Alternative Perceived Performance Measures and Needs-Congruency in the Consumer Satisfaction ProcessWirtz, J. ; Mattila, A.
May-2013Firms' Intentions to Use Nonownership ServicesWittkowski, K.; Moeller, S.; Wirtz, J. 
Apr-1998From entrepot to NIC - economic and structural policy aspects of Singapore's developmentMenkhoff, Thomas ; Wirtz, Jochen 
Nov-1999Growth of the service sector in AsiaWirtz, Jochen 
Dec-1996Halo in consumer satisfaction : an experimental study of the presence, magnitude and impact of haloWirtz, Jochen ; Kwok, David Peng Kwan
2003Halo in customer satisfaction measures: The role of purpose of rating, number of attributes and customer involvementWirtz, J. 
Jul-2002Halo in satisfaction measures : the role of purpose of rating, number of attributes, and customer involvementWirtz, Jochen 
2007How effective are loyalty reward programs in driving share of wallet?Wirtz, J. ; Mattila, A.S.; Lwin, M.O.
Apr-2000Institutionalising customer-driven learning through fully integrated customer feedback systemsWirtz, Jochen ; Tomlin, Monica
Jan-1999International marketing via the Internet : an explicatory model for international transaction-offers in the NetWirtz, Jochen ; Lwin, May O. ; Wissmeier, Urban Kilian
1999Introducing uncertain performance expectations in satisfaction models for servicesWirtz, J. ; Bateson, J.E.G.
2005Kung-fu service development at Singapore AirlinesHeracleous, L.; Wirtz, J. ; Johnston, R.
Jun-2013Managing brands and customer engagement in online brand communitiesWirtz, J. ; Ambtman, A.D.; Bloemer, J.; Horváth, C.; Ramaseshan, B.; van de Klundert, J.; Canli, Z.G.; Kandampully, J.