See no evil, hear no evil, speak no evil: a study of defensive organizational behavior towards customer
Gespeichert in:
| Hauptverfasser: | , |
|---|---|
| Format: | Buch |
| Sprache: | English |
| Veröffentlicht: |
Mannheim
IMU
2006
|
| Schriftenreihe: | Reihe: Wissenschaftliche Arbeitspapiere / Institut für Marktorientierte Unternehmensführung, Universität Mannheim
W104 |
| Schlagworte: | |
| Online-Zugang: | Inhaltsverzeichnis |
| Beschreibung: | Literaturverz. Bl. 31 - 39 |
| Beschreibung: | 39 Bl. graph. Darst. 30 cm |
Internformat
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Datensatz im Suchindex
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|---|---|
| adam_text | HOMBURG / FUERST ULI II
DEFENSIVE ORGANIZATIONAL BEHAVIOR TOWARDS CUSTOMER IIIIII
TABLE OF CONTENTS
1 INTRODUCTION 1
2 THEORETICAL BACKGROUND.... 3
3 CONCEPTUAL FRAMEWORK AND CONSTRUCTS 6
3.1 DEFENSIVE ORGANIZATIONAL BEHAVIOR WITH RESPECT TO COMPLAINT
ACQUISITION... 7
3.2 DEFENSIVE ORGANIZATIONAL BEHAVIOR WITH RESPECT TO COMPLAINT
TRANSMISSION 8
3.3 DEFENSIVE ORGANIZATIONAL BEHAVIOR WITH RESPECT TO COMPLAINT
UTILIZATION 9
3.4 ANTECEDENTS OF DEFENSIVE ORGANIZATIONAL BEHAVIOR TOWARDS COMPLAINTS
.... 13
3.5 CONSEQUENCES OF DEFENSIVE ORGANIZATIONAL BEHAVIOR TOWARDS COMPLAINTS
14
4 HYPOTHESES DEVELOPMENT 15
4.1 HYPOTHESES RELATED TO ANTECEDENTS OF DOB 15
4.2 HYPOTHESES RELATED TO CONSEQUENCES OF DOB 16
5 METHODOLOGY 18
5.1 DATA COLLECTION PROCEDURE AND SAMPLE 18
5.2 MEASURE DEVELOPMENT AND ASSESSMENT 20
6 RESULTS 23
7 DISCUSSION 24
7.1 RESEARCH ISSUES 25
7.2 MANAGERIAL IMPLICATIONS 27
|
| adam_txt |
HOMBURG / FUERST ULI II
DEFENSIVE ORGANIZATIONAL BEHAVIOR TOWARDS CUSTOMER IIIIII
TABLE OF CONTENTS
1 INTRODUCTION 1
2 THEORETICAL BACKGROUND. 3
3 CONCEPTUAL FRAMEWORK AND CONSTRUCTS 6
3.1 DEFENSIVE ORGANIZATIONAL BEHAVIOR WITH RESPECT TO COMPLAINT
ACQUISITION. 7
3.2 DEFENSIVE ORGANIZATIONAL BEHAVIOR WITH RESPECT TO COMPLAINT
TRANSMISSION 8
3.3 DEFENSIVE ORGANIZATIONAL BEHAVIOR WITH RESPECT TO COMPLAINT
UTILIZATION 9
3.4 ANTECEDENTS OF DEFENSIVE ORGANIZATIONAL BEHAVIOR TOWARDS COMPLAINTS
. 13
3.5 CONSEQUENCES OF DEFENSIVE ORGANIZATIONAL BEHAVIOR TOWARDS COMPLAINTS
14
4 HYPOTHESES DEVELOPMENT 15
4.1 HYPOTHESES RELATED TO ANTECEDENTS OF DOB 15
4.2 HYPOTHESES RELATED TO CONSEQUENCES OF DOB 16
5 METHODOLOGY 18
5.1 DATA COLLECTION PROCEDURE AND SAMPLE 18
5.2 MEASURE DEVELOPMENT AND ASSESSMENT 20
6 RESULTS 23
7 DISCUSSION 24
7.1 RESEARCH ISSUES 25
7.2 MANAGERIAL IMPLICATIONS 27 |
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| author | Homburg, Christian 1962- Fürst, Andreas |
| author_GND | (DE-588)118190008 (DE-588)124641962 |
| author_facet | Homburg, Christian 1962- Fürst, Andreas |
| author_role | aut aut |
| author_sort | Homburg, Christian 1962- |
| author_variant | c h ch a f af |
| building | Verbundindex |
| bvnumber | BV022216864 |
| ctrlnum | (OCoLC)162277468 (DE-599)BVBBV022216864 |
| dewey-full | 658.812 |
| dewey-hundreds | 600 - Technology (Applied sciences) |
| dewey-ones | 658 - General management |
| dewey-raw | 658.812 |
| dewey-search | 658.812 |
| dewey-sort | 3658.812 |
| dewey-tens | 650 - Management and auxiliary services |
| discipline | Wirtschaftswissenschaften |
| discipline_str_mv | Wirtschaftswissenschaften |
| format | Book |
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| institution | BVB |
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| series2 | Reihe: Wissenschaftliche Arbeitspapiere / Institut für Marktorientierte Unternehmensführung, Universität Mannheim |
| spelling | Homburg, Christian 1962- Verfasser (DE-588)118190008 aut See no evil, hear no evil, speak no evil a study of defensive organizational behavior towards customer Homburg, Ch. ; Fürst, A. Institut für Marktorientierte Unternehmensführung, Universität Mannheim Mannheim IMU 2006 39 Bl. graph. Darst. 30 cm txt rdacontent n rdamedia nc rdacarrier Reihe: Wissenschaftliche Arbeitspapiere / Institut für Marktorientierte Unternehmensführung, Universität Mannheim W104 Literaturverz. Bl. 31 - 39 Organisationsverhalten (DE-588)4285859-8 gnd rswk-swf Reklamation (DE-588)4834499-0 gnd rswk-swf Abwehr (DE-588)4141194-8 gnd rswk-swf Unternehmen (DE-588)4061963-1 gnd rswk-swf Reklamation (DE-588)4834499-0 s Unternehmen (DE-588)4061963-1 s Organisationsverhalten (DE-588)4285859-8 s Abwehr (DE-588)4141194-8 s DE-604 Fürst, Andreas Verfasser (DE-588)124641962 aut Institut für Marktorientierte Unternehmensführung, Universität Mannheim Reihe: Wissenschaftliche Arbeitspapiere W104 (DE-604)BV013936955 104 DNB Datenaustausch application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=015428142&sequence=000001&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis |
| spellingShingle | Homburg, Christian 1962- Fürst, Andreas See no evil, hear no evil, speak no evil a study of defensive organizational behavior towards customer Organisationsverhalten (DE-588)4285859-8 gnd Reklamation (DE-588)4834499-0 gnd Abwehr (DE-588)4141194-8 gnd Unternehmen (DE-588)4061963-1 gnd |
| subject_GND | (DE-588)4285859-8 (DE-588)4834499-0 (DE-588)4141194-8 (DE-588)4061963-1 |
| title | See no evil, hear no evil, speak no evil a study of defensive organizational behavior towards customer |
| title_auth | See no evil, hear no evil, speak no evil a study of defensive organizational behavior towards customer |
| title_exact_search | See no evil, hear no evil, speak no evil a study of defensive organizational behavior towards customer |
| title_exact_search_txtP | See no evil, hear no evil, speak no evil a study of defensive organizational behavior towards customer |
| title_full | See no evil, hear no evil, speak no evil a study of defensive organizational behavior towards customer Homburg, Ch. ; Fürst, A. Institut für Marktorientierte Unternehmensführung, Universität Mannheim |
| title_fullStr | See no evil, hear no evil, speak no evil a study of defensive organizational behavior towards customer Homburg, Ch. ; Fürst, A. Institut für Marktorientierte Unternehmensführung, Universität Mannheim |
| title_full_unstemmed | See no evil, hear no evil, speak no evil a study of defensive organizational behavior towards customer Homburg, Ch. ; Fürst, A. Institut für Marktorientierte Unternehmensführung, Universität Mannheim |
| title_short | See no evil, hear no evil, speak no evil |
| title_sort | see no evil hear no evil speak no evil a study of defensive organizational behavior towards customer |
| title_sub | a study of defensive organizational behavior towards customer |
| topic | Organisationsverhalten (DE-588)4285859-8 gnd Reklamation (DE-588)4834499-0 gnd Abwehr (DE-588)4141194-8 gnd Unternehmen (DE-588)4061963-1 gnd |
| topic_facet | Organisationsverhalten Reklamation Abwehr Unternehmen |
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| volume_link | (DE-604)BV013936955 |
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