Christian Belz
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Prof. em. Dr.
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Belz
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Christian
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+41 71 224 2850
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Inbound Center Quality : Typology and Experimental Results

2012-05-22 , Schagen, Alexander , Oral, Cansu , Belz, Christian , Schögel, Marcus , Schmitz, Christian , Gnoth, Jürgen , Paulo, Rita

The aim of our study is to create a typology of inbound center quality. An analysis of six cross-industry case studies showed that company strategy and value creation characterise four inbound center types. We then examine drivers of inbound center quality via two experiments with Swiss International Air Lines customers. The findings propose that the quality of response time, communication, and compensation are drivers for customer satisfaction, customer loyalty, and repurchase intention. However, voluntary compensations decrease the impact of response time quality and communication quality on customer satisfaction. The experiments highlight differences between 12 experiment groups with moderator effects.

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Publication

Marken gedeihen in Spannungsfeldern

2007-06-14 , Belz, Christian

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Marketing im Reifenmarkt

1990-05-07 , Belz, Christian

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Inbound Marketing: Customer Activities in Business-to-Business Markets

2009-03-18 , Belz, Christian , Zupancic, Dirk , Schagen, Alexander

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Marken gedeihen in Spannungsfeldern

2007-06-14 , Belz, Christian

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Antecedents and Consequences of Customer Activities

2009-05-26 , Schagen, Alexander , Gnoth, Jürgen , Belz, Christian , Zupancic, Dirk , Vergani, Gianni

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Classification of Performance Contracting Solutions: A Managerial Typology

2007-03-25 , Belz, Christian , Wuensche, Maria

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