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~isPartOf:"Journal of retailing"
~subject:"Customer satisfaction"
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Customer satisfaction
Customer service
17
Kundenservice
17
Kundenzufriedenheit
9
Consumer behaviour
8
Konsumentenverhalten
8
Beziehungsmarketing
7
Einzelhandel
7
Relationship marketing
7
Retail trade
7
Beschwerdemanagement
6
Complaint management
6
Dienstleistungsqualität
6
Service quality
6
Salespeople
4
Verkaufspersonal
4
Frontline employees
3
Leistungsmotivation
3
Online retailing
3
Online-Handel
3
Work motivation
3
Arbeitszufriedenheit
2
Customer experience
2
Job satisfaction
2
Marketing theory
2
Marketingtheorie
2
Perception
2
Product returns
2
Wahrnehmung
2
Affect
1
Arbeitskräfte
1
Arbeitsleistung
1
Arbeitsverhalten
1
Betriebsklima
1
Bewertung
1
Body weight
1
Brand
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1
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English
9
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Gustafsson, Anders
2
Bolton, Ruth N.
1
Cambra-Fierro, Jesus
1
Caruelle, Delphine
1
Dahlén, Micael
1
Fumagalli, Elena
1
Ganesan, Shankar
1
Gremler, Dwayne D.
1
Grewal, Dhruv
1
Gwinner, Kevin P.
1
Hess, Ronald L.
1
Holmqvist, Jonas
1
Klein, Noreen M.
1
Lervik-Olsen, Line
1
Li, Yi
1
Lunardo, Renaud
1
Maxham, James G., III.
1
Melero, Iguacel
1
Netemeyer, Richard G.
1
Roggeveen, Anne L.
1
Sesé, F. Javier
1
Tarasi, Crina O.
1
Tsiros, Michael
1
Van Vaerenbergh, Yves
1
Witell, Lars
1
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Journal of retailing
Journal of retailing and consumer services
48
The journal of services marketing
46
International journal of hospitality management
42
Journal of business research : JBR
34
Journal of service research : JSR
18
Journal of service research
15
The service industries journal
14
International journal of contemporary hospitality management
13
Journal of hospitality marketing & management
13
Journal of service management
11
Journal of service theory and practice
11
Services marketing quarterly
11
Service business
10
The TQM journal : the international review of organizational improvement
10
Journal of service theory and practice : JSTP
9
Psychology & marketing
9
International journal of business and economics
8
Managing service quality : MSQ ; an international journal
8
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
8
European journal of marketing
7
Journal of air transport management
7
Journal of the Academy of Marketing Science
7
European journal of marketing : EJM
6
International journal of quality and service sciences
6
International journal of services and operations management
6
International journal of services, economics and management
6
Journal of travel and tourism marketing
6
The Cornell hospitality quarterly
6
Asia Pacific journal of marketing and logistics
5
Cogent business & management
5
European research studies
5
International journal of business information systems : IJBIS
5
International journal of operations & production management : IJOPM ; the official journal of the European Operations Management Association, EUROMA
5
International journal of production economics
5
International journal of productivity and quality management : IJPQM
5
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
5
Marketing letters : a journal of research in marketing
5
Tourism management : research, policies, practice
5
Tourism management perspectives : TMP
5
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ECONIS (ZBW)
9
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1
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:
2
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:
3
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:
4
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:
5
Managing complaints to improve customer profitability
Cambra-Fierro, Jesus
;
Melero, Iguacel
;
Sesé, F. Javier
- In:
Journal of retailing
91
(
2015
)
1
,
pp. 109-124
Persistent link: https://www.econbiz.de/10010500745
Saved in:
6
The effect of compensation on repurchase intentions in service recovery
Grewal, Dhruv
;
Roggeveen, Anne L.
;
Tsiros, Michael
- In:
Journal of retailing
84
(
2008
)
4
,
pp. 424-434
Persistent link: https://www.econbiz.de/10003794937
Saved in:
7
Rapport-building behaviors used by retail employees
Gremler, Dwayne D.
;
Gwinner, Kevin P.
- In:
Journal of retailing
84
(
2008
)
3
,
pp. 308-324
Persistent link: https://www.econbiz.de/10003782192
Saved in:
8
Interactional service failures in a pseudorelationship: the role of organizational attributions
Hess, Ronald L.
;
Ganesan, Shankar
;
Klein, Noreen M.
- In:
Journal of retailing
83
(
2007
)
1
,
pp. 79-95
Persistent link: https://www.econbiz.de/10003438283
Saved in:
9
Employee versus supervisor ratings of performance in the retail
customer
service
sector: differences in predictive validity for customer outcomes
Netemeyer, Richard G.
;
Maxham, James G., III.
- In:
Journal of retailing
83
(
2007
)
1
,
pp. 131-145
Persistent link: https://www.econbiz.de/10003438299
Saved in:
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