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~isPartOf:"Journal of retailing"
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Search: subject:"Customer service"
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Customer service
10
Kundenservice
10
Consumer behaviour
7
Konsumentenverhalten
7
Beziehungsmarketing
5
Relationship marketing
5
Customer satisfaction
4
Dienstleistungsqualität
4
Einzelhandel
4
Kundenzufriedenheit
4
Retail trade
4
Service quality
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Frontline employees
3
Leistungsmotivation
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Online retailing
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Online-Handel
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Job satisfaction
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Arbeitsleistung
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Betriebsklima
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Brand
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Customer delight
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Gustafsson, Anders
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Journal of retailing
Journal of retailing and consumer services
65
International journal of hospitality management
53
Journal of business research : JBR
45
The journal of services marketing
44
SpringerLink / Bücher
42
Journal of service research
21
International journal of contemporary hospitality management
20
Springer eBook Collection / Business and Economics
18
Journal of service management
14
The service industries journal
14
Journal of service research : JSR
13
Journal of service theory and practice
13
Journal of hospitality marketing & management
12
Journal of the Academy of Marketing Science
12
Service business
12
Journal of service theory and practice : JSTP
11
Services marketing quarterly
10
Tourism management : research, policies, practice
9
European journal of marketing
8
Psychology & marketing
7
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
6
The journal of business & industrial marketing
6
Asia Pacific journal of marketing and logistics
5
Business process management journal
5
European journal of operational research : EJOR
5
International journal of production economics
5
International journal of quality and service sciences
5
Journal of travel and tourism marketing
5
Manufacturing & Service Operations Management
5
Technological forecasting & social change : an international journal
5
The Cornell hospitality quarterly
5
The TQM journal : the international review of organizational improvement
5
Total quality management & business excellence
5
Tourism management perspectives : TMP
5
American Journal of Business
4
Global Business Review
4
Human resource management review
4
Industrial marketing management : the international journal for industrial and high-tech firms
4
International journal of consumer studies
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ECONIS (ZBW)
10
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1
Multiple psychological climates and employee self-regulatory focus : implications for frontline employee work behavior and service performance
Sok, Keo Mony
;
Danaher, Tracey S.
;
Sok, Phyra
- In:
Journal of retailing
99
(
2023
)
2
,
pp. 228-246
Persistent link: https://www.econbiz.de/10014321977
Saved in:
2
The clock is tickin-Or is it? : customer satisfaction response to waiting shorter vs. longer than expected during a service encounter
Caruelle, Delphine
;
Lervik-Olsen, Line
;
Gustafsson, Anders
- In:
Journal of retailing
99
(
2023
)
2
,
pp. 247-264
Persistent link: https://www.econbiz.de/10014321982
Saved in:
3
How and why (imagined) online reviews impact frontline retail encounters
Marder, Ben
;
Angell, Robert J.
;
Boyd, Eric
- In:
Journal of retailing
99
(
2023
)
2
,
pp. 265-279
Persistent link: https://www.econbiz.de/10014321993
Saved in:
4
Information search and product returns across mobile and traditional online channels
Zhang, Yufei
;
Voorhees, Clay M.
;
Chen, Lin
;
Chiang, Jeongwen
- In:
Journal of retailing
98
(
2022
)
2
,
pp. 260-276
Persistent link: https://www.econbiz.de/10013364282
Saved in:
5
Managing a global retail brand in different markets : meta-analyses of customer responses to service encounters
Bolton, Ruth N.
;
Gustafsson, Anders
;
Tarasi, Crina O.
; …
- In:
Journal of retailing
98
(
2022
)
2
,
pp. 294-314
Persistent link: https://www.econbiz.de/10013364286
Saved in:
6
Spoiled rotten : how and when discontinuation of repetitive and regular delight offers increases customer desire for revenge
Li, Yi
;
Fumagalli, Elena
- In:
Journal of retailing
98
(
2022
)
3
,
pp. 412-431
Persistent link: https://www.econbiz.de/10013426728
Saved in:
7
The language backfire effect : how frontline employees decrease customer satisfaction through language use
Holmqvist, Jonas
;
Van Vaerenbergh, Yves
;
Lunardo, Renaud
; …
- In:
Journal of retailing
95
(
2019
)
2
,
pp. 115-129
Persistent link: https://www.econbiz.de/10012102960
Saved in:
8
Breathing down your neck! : the impact of queues on customers using a retail service
Dahm, Martin
;
Wentzel, Daniel
;
Herzog, Walter
;
Wiecek, …
- In:
Journal of retailing
94
(
2018
)
2
,
pp. 217-230
Persistent link: https://www.econbiz.de/10011881552
Saved in:
9
I'll be watching you : shoppers' reactions to perceptions of being watched by employees
Esmark, Carol L.
;
Noble, Stephanie M.
;
Breazeale, Michael J.
- In:
Journal of retailing
93
(
2017
)
3
,
pp. 336-349
Persistent link: https://www.econbiz.de/10011744852
Saved in:
10
The effect of return policy leniency on consumer purchase and return decisions : a meta-analytic review
Janakiraman, Narayan
;
Srydal, Holly A.
;
Freling, Ryan
- In:
Journal of retailing
92
(
2016
)
2
,
pp. 226-235
Persistent link: https://www.econbiz.de/10011505034
Saved in:
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