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Number of items: 14.


Hubert, Marco; Blut, Markus; Brock, Christian; Backhaus, Christof and Eberhardt, Tim (2017). Acceptance of smartphone-based mobile shopping:mobile benefits, customer characteristics, perceived risks and the impact of application context. Psychology and Marketing, 34 (2), pp. 175-194.

Blut, Markus; Beatty, Sharon E.; Evanschitzky, Heiner and Brock, Christian (2014). The impact of service characteristics on the switching costs-customer loyalty link. Journal of Retailing, 90 (2), pp. 275-290.

Brock, Christian; Blut, Markus; Evanschitzky, Heiner and Kenning, Peter (2013). Satisfaction with complaint handling:a replication study on its determinants in a business-to-business context. International Journal of Research in Marketing, 30 (3), pp. 319-322.

Brock, Christian; Evanschitzky, Heiner; Blut, Markus; Kenning, Peter and Ahlert, Martin (2010). Beschwerdemanagement im B2B-Sektor:Replikation und Erweiterung. Die Betriebswitschaft, 70 (1), pp. 25-40.

Evanschitzky, Heiner; Ramaseshan, B.; Woisetschläger, David M.; Backhaus, Christof; Richelsen, Verena and Blut, Markus Consequences of customer loyalty to the loyalty program and to the company. Journal of the Academy of Marketing Science, 40 (5), pp. 625-638.

Blut, Markus E-service quality:development of a hierarchical model. Journal of Retailing, Early ,

Blut, Markus; Wang, Cheng and Schoefer, Klaus Factors Influencing the Acceptance of Self-Service Technologies:A Meta-Analysis. Journal of Service Research, 19 (4), pp. 396-416.

Brock, Christian; Blut, Markus; Evanschitzky, Heiner; Ahlert, Dieter and Kenning, Peter Kundenbindung von Noncomplainern:Neue Aspekte des Beschwerdemanagement. Zeitschrift für Betriebswirtschaft, 81 (sh 021), pp. 57-76.

Nagengast, Liane; Evanschitzky, Heiner; Blut, Markus and Rudolph, Thomas New insights in the moderating effect of switching costs on the satisfaction-repurchase behavior link. Journal of Retailing, 90 (3), pp. 408-427.

Blut, Markus; Evanschitzky, Heiner; Backhaus, Christof; Rudd, John and Marck, Michael Securing business-to-business relationships:the impact of switching costs. Industrial Marketing Management, 52 , pp. 82-90.

Blut, Markus; Backhaus, Christof; Heussler, Tobias; Woisetschläger, David M.; Evanschitzky, Heiner and Ahlert, Dieter What to expect after the honeymoon:testing a life cycle theory of franchise relationships. Journal of Retailing, 87 (3), pp. 306-319.

Evanschitzky, H.; Brock, Christian and Blut, Markus Will you tolerate this? The impact of affective commitment on complaint intention and postrecovery behavior. Journal of Service Research, 14 (4), pp. 410-425.

Book Section

Backhaus, Christof; Blut, Markus; Evanschitzky, Heiner and Woisetschläger, David M. (2009). Autonomie und Loyalität in strategischen Unternehmensnetzwerken:Eine Mehrebenenbetrachutung. IN: Verhalten in Organisationen. Schreyögg, Georg and Sydow, Jörg (eds) Managementforschung . Springer.

Kaatz, Christopher; Brock, Christian and Blut, Markus Developing a Conceptualization of Mobile Service Quality. IN: ICIS 2017. Association for Information Systems.

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