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Research Output 1999 2019

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Article in proceedings
2018
28 Downloads (Pure)

Linking Employee, Customer, and Business Results: A Study in the Hotel Industry

Grønholdt, L. & Martensen, A., 2018, Proceedings of the 21st QMOD-ICQSS International Conference on Quality and Service Science. Dahlgaard-Park, S. M. & Dahlgaard, J. J. (eds.). Lund: Lund University, 10 p.

Research output: Chapter in Book/Report/Conference proceedingArticle in proceedingsResearchpeer-review

Open Access
File
2016

The Impact of Consumer Knowledge Bias on Narrow-Scope Trust, Broad-Scope Trust, and Relationship Satisfaction

Hansen, T., Grønholdt, L., Josiassen, A. & Martensen, A., 2016, Proceedings of the 15th International Conference Marketing Trends 2016 Madrid. Andreani, J-C. & Collesei, U. (eds.). Paris-Venice: Marketing Trends Association, 16 p.

Research output: Chapter in Book/Report/Conference proceedingArticle in proceedingsResearchpeer-review

Open Access
39 Downloads (Pure)

The Service-profit Chain: An Empirical Analysis in the Hotel Industry

Grønholdt, L. & Martensen, A., 2016, Proceedings of the 15th International Conference Marketing Trends 2016 Madrid. Andreani, J-C. & Collesei, U. (eds.). Paris-Venice: Marketing Trends Association, 11 p.

Research output: Chapter in Book/Report/Conference proceedingArticle in proceedingsResearchpeer-review

Open Access
File

Trust in Customer Satisfaction Formation: A Study of Retail Banking in Two Markets

Hansen, T., Grønholdt, L., Martensen, A. & Josiassen, A., 2016, Proceedings of the 19th QMOD-ICQSS International Conference on Quality and Service Science. Dahlgaard-Park, S. M. & Dahlgaard, J. J. (eds.). Lund: Lund University Press, 18 p.

Research output: Chapter in Book/Report/Conference proceedingArticle in proceedingsResearchpeer-review

2015

The Effect of Received Word-of-Mouth on Consumer Emotions and Choice: Findings from a Service Industry

Martensen, A. & Grønholdt, L., 2015, Creating a Sustainable Future through Quality: October 12-14, 2015, Yonsei University, Seoul, Korea. Dahlgaard-Park, S. M. & J. Dahlgaard, J. (eds.). Lund: Lund University, 19 p.

Research output: Chapter in Book/Report/Conference proceedingArticle in proceedingsResearchpeer-review

Open Access
File
2014
47 Downloads (Pure)

Customer Experience Management and Business Performance

Grønholdt, L., Martensen, A., Jørgensen, S. & Jensen, P., 2014, Proceeding of the 17th QMOD International Conference on Quality and Service Sciences (ICQSS). Dahlgaard-Park, S. M. & Dahlgaard, J. J. (eds.). Lund: Lund Universitet, 16 p.

Research output: Chapter in Book/Report/Conference proceedingArticle in proceedingsResearchpeer-review

Open Access
File
2009

Development of Leadership Surveys: Link to Key Performance Results

Grønholdt, L. & Martensen, A., 2009, Proceedings of the 12th International Conference on Quality and Service Sciences (ICQSS). 13 p.

Research output: Chapter in Book/Report/Conference proceedingArticle in proceedingsResearchpeer-review

How Quality and Service Drive Brand Equity

Martensen, A. & Grønholdt, L., 2009, Proceedings of the 12th International Conference on Quality and Service Sciences (ICQSS). 19 p.

Research output: Chapter in Book/Report/Conference proceedingArticle in proceedingsResearchpeer-review

The Influence of Tie Strength in Word-of-Mouthy Communication: A Segmentation Approach

Martensen, A. & Grønholdt, L., 2009, Proceedings of the 38th EMAC Conference, Nantes, France. Helfer, J-P. & Nicolas, J-L. (eds.). Bruxelles: EMAC, 8 p.

Research output: Chapter in Book/Report/Conference proceedingArticle in proceedingsResearchpeer-review

Word-of-Mouth and Emotions in a Theory of Reasoned Action Perspective

Martensen, A. & Grønholdt, L., 2009, Proceedings of the 8th International Conferance on Research in Advertising: ICORIA 2009. Terlutter, R., Diehl, S., Karmasin, M. & Smit, E. (eds.). European Advertising Academy, 10 p.

Research output: Chapter in Book/Report/Conference proceedingArticle in proceedingsResearchpeer-review

2008

Driving Profitable Growth: A Study of Essential Management Practices

Grønholdt, L. & Martensen, A., 2008, Proceedings of the 11th QMOD Conference. Quality Management and Organizational Development Attaining Sustainability From Organizational Excellence to SustainAble Excellence, 20-22 August, 2008 in Helsingborg, Sweden. Linköping University, 8 p. (Linköping Electronic Conference Proceedings).

Research output: Chapter in Book/Report/Conference proceedingArticle in proceedingsResearchpeer-review

Media Habits of Children in Danger of Becoming Maladjusted

Martensen, A., Lundsteen, S., Beckmann, J. H. & Hansen, F., 2008, Child and Teen Comsumption 2008: Trondheim, April 24th and 25th, 2008. The 3rd international conference on multidisciplinary perspectives on child and teen consumption. NTNU: Norsk Senter for barneforskning, 19 p.

Research output: Chapter in Book/Report/Conference proceedingArticle in proceedingsResearchpeer-review

Teens as Transmitters of the New Media

Martensen, A. & Grønholdt, L., 2008, Proceedings of the 7th International Conference on Research in Advertising - ICORIA 2008, Antwerp, Belgium, 27-28 June 2008. European Advertising Academy (EAA) and University of Antwerpen, 17 p.

Research output: Chapter in Book/Report/Conference proceedingArticle in proceedingsResearchpeer-review

2007

Fra Ledelse til lønsomhed: Empirisk dokumentation af sammenhængen

Grønholdt, L., Martensen, A., Jørgensen, S. W. & Mollerup, S., 2007, En ny dagsorden for ledelse?: Konference den 11.-12. december 2006 - Konference Proceedings. Arrangeret af Det Danske Ledelsesakademi i samarbejde med LOK Forskningscenter www.lok.cbs.dk. 15 p.

Research output: Chapter in Book/Report/Conference proceedingArticle in proceedingsResearch

Measuring top managers' influence on product innovation

Tollin, K. & Martensen, A., 2007, Proceeding of the 14th international product development management conference, EIASM 2007. Vol. part 3. p. 1497-1510 15 p.

Research output: Chapter in Book/Report/Conference proceedingArticle in proceedingsResearchpeer-review

2006

A Value Chain Approach to Marketing Performance Measurement

Grønholdt, L. & Martensen, A., 2006, Performance Measurement and Management: Public and Private: Papers from the Fifth International Conference on Performance Measurement and Management PMA 2006, New Connaught Rooms, UK 25-28 July 2006. Neely, A., Kennerley, M. & Walters, A. (eds.). p. 305-312

Research output: Chapter in Book/Report/Conference proceedingArticle in proceedingsResearch

Customer satisfaction and loyalty among tweens in the danish mobile phone market

Martensen, A., 2006, Proceedings of the 35th EMAC Conference (European Marketing Academy) 23-26 May 2006, Athens, Greece. p. 8

Research output: Chapter in Book/Report/Conference proceedingArticle in proceedingsResearch

2004

A Case Study in Building Customer-Brand Relationships on the Internet: Application of an Online Brand Equity Model

Grønholdt, L., Martensen, A. & Trajcevski, S., 2004, Proceedings of the 8th International Conference: International Conference on Corporate Reputation, Image, Identity and Competitiveness Global Citizenship, Fort Lauderdale, Florida, 20-23 May 2004.. p. 33

Research output: Chapter in Book/Report/Conference proceedingArticle in proceedingsResearch

A Customer-based brand equity model: Validation and managerial applications

Grønholdt, L. & Martensen, A., 2004, Proceedings of the 3rd International Conference on Research in Advertising (ICORIA) June 6-8, 2004, Ekeberg Campus, Norwegian School of Management, Oslo, Norway. p. 8

Research output: Chapter in Book/Report/Conference proceedingArticle in proceedingsResearch

Building Customer-Brand Relationships on the Internet: Development of an Online Brand Equity Model

Martensen, A., Grønholdt, L. & Trajcevski, S., 2004, Proceedings of the 8th International Conference: International Conference on Corporate Reputation, Image, Identity and Competitiveness Global Citizenship, Fort Lauderdale, Florida, 20-23 May 2004.. p. 27

Research output: Chapter in Book/Report/Conference proceedingArticle in proceedingsResearch

Measurement and Management of Brand Equity

Martensen, A. & Grønholdt, L., 2004, Performance Measurement and Management 2004. Public and Private. Papers from the Fourth International Conference on Performance Measurement and Management - PMA 2004. Edinburgh International Conference Centre (EICC), UK 28-30 July 2004. Neely (et.al), A. (ed.). p. 635-642

Research output: Chapter in Book/Report/Conference proceedingArticle in proceedingsResearch

2003

Measuring and managing user satisfaction in Danish libraries

Martensen, A. & Grønholdt, L., 2003, Proceedings of the 32nd EMAC Conference, Glasgow, 20-23 May 2003, Glasgow, Scotland. p. 8

Research output: Chapter in Book/Report/Conference proceedingArticle in proceedingsResearch

The employee-customer-profit chain: Estimating and managing the linkages

Grønholdt, L. & Martensen, A., 2003, Refreshing the Challenge of Relationship Marketing. Proceedings of the 11th International Colloquium in Relationship Marketing, September 2003, University of Gloucestershire. Palmer, A. (ed.). p. 8

Research output: Chapter in Book/Report/Conference proceedingArticle in proceedingsResearch

2002

A holistic model of employee loyalty: using neutral networks to improve employee loyalty and human resource management

Martensen, A., Grønholdt, L. & Jensen, P., 2002, Proceedings of the 7th World Congress for Total Ouality Management, Verona, Italy 25-27 June 2002. Vol. vol. 1. p. 615-628

Research output: Chapter in Book/Report/Conference proceedingArticle in proceedingsResearch

A Library Performance Measurement and Management System: Modelling User Evaluations of Library Resources and Services

Martensen, A. & Grønholdt, L., 2002, Performance Measurement and Management 2002: Research and Action. Papers from the Third International Conference on Performance Measurement and Management. PMA 2002, World Trade Centre, Boston, MA, USA 17-19 July 2002. Neely et al., A. (ed.). p. 363-370

Research output: Chapter in Book/Report/Conference proceedingArticle in proceedingsResearch

A model of user satisfaction and loyalty in Danish libraries: A new strategic and benchmarking tool

Martensen, A. & Grønholdt, L., 2002, Proceedings of QMOD 2002 Busan Conference: The 5th International Conference on Quality Management and Organisational development, Busan, Korea, 29-31 October 2002. p. 346-358

Research output: Chapter in Book/Report/Conference proceedingArticle in proceedingsResearch

Focus on People: Developing and Applying a Holistic Model of Employee Loyalty

Martensen, A. & Grønholdt, L., 2002, Proceedings of the 10th International Colloquium in relationship marketing, ICRM 2002, University of Kaiserslautern, Germany, 29 September - 2 October 2002. Vol. 2. p. 595-610

Research output: Chapter in Book/Report/Conference proceedingArticle in proceedingsResearch

From People to Profit: How Loyal Employees and Customers Improve the Bottom Line

Grønholdt, L. & Martensen, A., 2002, Proceedings of QMOD 2002 Busan Conference.: The 5th International Conference on Quality Management and Organisational Development, Busan, Korea, 29-31 October 2002. p. 198-203

Research output: Chapter in Book/Report/Conference proceedingArticle in proceedingsResearch

Measuring and Linking Three Dimensions of Performance: The Employee-Customer-Profit Chain

Grønholdt, L. & Martensen, A., 2002, Performance Measurement and Management 2002: Research and Action. Papers from the Third International Conference on Performance Measurement and Management. PMA 2002, World Trade Centre, Boston, MA, USA 17-19 July 2002. Neely, A. (ed.). p. 243-248

Research output: Chapter in Book/Report/Conference proceedingArticle in proceedingsResearch

The Employee-Customer-Profit Chain: Measuring and Understanding the Links

Grønholdt, L. & Martensen, A., 2002, Proceedings of the 31th EMAC Conference, Braga, Portugal, 28-31 May 2002, University of Minho, Braga, Portugal. p. 6

Research output: Chapter in Book/Report/Conference proceedingArticle in proceedingsResearch

2001

A Holistic View of Employee Loyalty: Determinants and Effects on Company Value

Martensen, A. & Grønholdt, L., 2001, Proceedings of the 4th International QMOD Conference. Quality Management and Organisational Development, Building People and Organisational excellence, Linköping University, Linköping, Sweden, 12-14 September 2001. Dahlgaard, S. M. P. & Dahlgaard, J. J. (eds.). p. 64-82

Research output: Chapter in Book/Report/Conference proceedingArticle in proceedingsResearch

A New Approach to Modeling the Effect of Advertising

Martensen, A., Grønholdt, L. & Hansen, F., 2001, Rethinking European Marketing: Proceedings from the 30th EMAC conference May 8th-11th 2001, Bergen. p. 10

Research output: Chapter in Book/Report/Conference proceedingArticle in proceedingsResearch

Linking Employee Loyalty, Customer Loyalty and Profitability

Grønholdt, L. & Martensen, A., 2001, Business excellence.: What is to be done. Proceedings of the 6th World Congress for Total Quality Management, Saint Petersburg, Russia, 20-22 June 2001. Vol. 1. p. 332-339

Research output: Chapter in Book/Report/Conference proceedingArticle in proceedingsResearch

Sucess in Environmental Management: Modelling Drivers of Best Practice

Neergaard, P., Grønholdt, L. & Martensen, A., 2001, Business excellence.: What is to be done. Proceedings of the 6th World Congress for Total Quality Management, Saint Petersburg, Russia, 20-22 June 2001, Volume 1. p. 137-146

Research output: Chapter in Book/Report/Conference proceedingArticle in proceedingsResearch

Using Employee Satisfaction Measurement to Improve People Management: An Adaption of Kano´s Quality Types

Martensen, A. & Grønholdt, L., 2001, Proceedings of the 6th world congress for Total Quality Management, Saint Petersburg 20-22 June, 2001, vol. 1. p. 463-472

Research output: Chapter in Book/Report/Conference proceedingArticle in proceedingsResearch

2000

Modelling and Measuring Employee Satisfaction and Loyalty: A Danish Pilot Study

Martensen, A., Grønholdt, L., Dahlgaard, S. M. P. & Dahlgaard, J. J., 2000, Building people and organizational exellence: Proceedings of the 3rd International Conference, held at The Aarhus School of Business, Denmark, 20-22 August, 2000. p. 310-324

Research output: Chapter in Book/Report/Conference proceedingArticle in proceedingsResearch

Towards Innovation Excellence: A Danish Pilot Study on Modelling and Measuring Innovation Performance

Martensen, A. & Dahlgaard, J. J., 2000, Building People and Organizational Excellence: Proceedings of the 3rd International Conference, held at The Aarhus School of Business, Denmark, 20-22 August, 2000. p. 188-209

Research output: Chapter in Book/Report/Conference proceedingArticle in proceedingsResearch