//--> //--> //--> //-->
Toggle navigation
Logout
Change account settings
EN
DE
ES
FR
A-Z
Beta
About EconBiz
News
Thesaurus (STW)
Research Skills
Help
EN
DE
ES
FR
My account
Logout
Change account settings
Login
Publications
Events
Your search terms
Search
Retain my current filters
isPartOf:"Grundlagen des After Sales Marketing"
~isPartOf:"Die Zukunft des Customer Service : Analysen, Strategien, Konzeptionen"
~isPartOf:"Journal of hospitality marketing & management"
Search options
All Fields
Title
Exact title
Subject
Author
Institution
ISBN/ISSN
Published in...
Publisher
Open Access only
Advanced
Search history
My EconBiz
Favorites
Loans
Reservations
Fines
You are here:
Home
Search: subject_exact:"Returns management"
Narrow search
Delete all filters
| 3 applied filters
Year of publication
From:
To:
Subject
All
Customer service
37
Kundenservice
37
Dienstleistungsqualität
18
Service quality
18
Customer satisfaction
17
Kundenzufriedenheit
17
Consumer behaviour
11
Konsumentenverhalten
11
Beziehungsmarketing
7
Relationship marketing
7
Deutschland
6
Germany
6
Beschwerdemanagement
5
Complaint management
5
Hospital
3
Krankenhaus
3
service encounter
3
service failure
3
service recovery
3
Aging population
2
Alternde Bevölkerung
2
Arbeitszufriedenheit
2
Call centre
2
Callcenter
2
Dienstleistungsmanagement
2
Dienstleistungsmarketing
2
Emotion
2
Job satisfaction
2
Measurement
2
Messung
2
Performance measurement
2
Performance-Messung
2
Service management
2
Services marketing
2
Tourism industry
2
Tourismuswirtschaft
2
customer loyalty
2
proactive customer service performance
2
Anforderungsprofil
1
Arbeitsverhalten
1
more ...
less ...
Online availability
All
Undetermined
12
Free
1
Type of publication
All
Article
37
Type of publication (narrower categories)
All
Aufsatz im Buch
20
Book section
20
Article in journal
17
Aufsatz in Zeitschrift
17
Language
All
German
20
English
17
Author
All
Pepels, Werner
4
Ammann, Paul
1
Baker, Melissa A.
1
Bommer, Michael-Maria
1
Chen, Haipeng
1
Cheng, Bao
1
Choo, Wei Chong
1
Dannemann, Dirk
1
DiPietro, Robin B.
1
Dong, Yun
1
Fan, Alei
1
Femppel, Kurt
1
Gazzoli, Gabriel
1
Guo, Gongxing
1
Hartman, Katherine B.
1
Herington, Carmel
1
Hua, Nan
1
Jacquemin, Axel
1
Jin, Dan
1
Jolly, Phillip M.
1
Joseph, Stephan
1
Kastin, Klaus S.
1
Kim, Chloe Shinae
1
Kim, Peter Beomcheol
1
Kim, Youngsun Sean
1
Klein, Susanne
1
Klostermeier, Johannes
1
Kluge, Annette
1
Knoblauch, Jens
1
Koc, Erdogan
1
Küsters, Thomas D.
1
Lim, Weng Marc
1
Lopes, Sergio Dominique
1
Ma, Junzhao
1
Mansor, Zuraina Dato’
1
Meyer, Tracy
1
Miao, Li
1
Palmeira, Mauricio
1
Peng, Yan
1
Prentice, Catherine
1
more ...
less ...
Published in...
All
Grundlagen des After Sales Marketing
Die Zukunft des Customer Service : Analysen, Strategien, Konzeptionen
Journal of hospitality marketing & management
The journal of services marketing
75
Journal of retailing and consumer services
74
International journal of hospitality management
70
Journal of business research : JBR
63
SpringerLink / Bücher
38
Journal of service research : JSR
36
The service industries journal
33
Journal of service management
30
Journal of service research
28
International journal of contemporary hospitality management
23
Psychology & marketing
20
Services marketing quarterly
20
International journal of services and operations management
19
Journal of service theory and practice
18
Gabler Edition Wissenschaft
17
Journal of retailing
17
Managing service quality : MSQ ; an international journal
17
Journal of the Academy of Marketing Science
15
Europäische Hochschulschriften / 5
14
Journal of air transport management
14
Journal of service theory and practice : JSTP
14
Service business
14
Harvard-Business-Manager : das Wissen der Besten
13
International journal of production economics
13
Springer eBook Collection / Business and Economics
13
Aftersales in der Automobilwirtschaft : Konzepte für Ihren Erfolg
12
Industrial marketing management : the international journal for industrial and high-tech firms
12
International journal of quality and service sciences
12
Tourism management : research, policies, practice
12
International journal of operations & production management : IJOPM ; the official journal of the European Operations Management Association, EUROMA
11
Journal of marketing
11
The TQM journal : the international review of organizational improvement
11
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
11
European journal of marketing : EJM
10
Hybride Wertschöpfung : mobile Anwendungssysteme für effiziente Dienstleistungsprozesse im technischen Kundendienst
10
International journal of business and economics
10
International journal of consumer studies
10
Management science : journal of the Institute for Operations Research and the Management Sciences
10
more ...
less ...
Source
All
ECONIS (ZBW)
37
Showing
1
-
10
of
37
Sort
relevance
articles prioritized
date (newest first)
date (oldest first)
1
Customer delight, engagement, experience, value co-creation, place identity, and revisit intention : a new conceptual framework
Shoukat, Muhammad Haroon
;
Ramkissoon, Haywantee
- In:
Journal of hospitality marketing & management
31
(
2022
)
6
,
pp. 757-775
Persistent link: https://www.econbiz.de/10013327890
Saved in:
2
Service robot's responses in service recovery and service evaluation : the moderating role of robots' social perception
Shan, Minghui
;
Zhu, Zhenzhong
;
Chen, Haipeng
;
Sun, Sijie
- In:
Journal of hospitality marketing & management
33
(
2024
)
2
,
pp. 145-168
Persistent link: https://www.econbiz.de/10014511796
Saved in:
3
Responding to negative reviews? : the interplay of management response strategy and service failure type
Salehi-Esfahani, Saba
;
Torres, Edwin
;
Hua, Nan
- In:
Journal of hospitality marketing & management
32
(
2023
)
1
,
pp. 29-49
Persistent link: https://www.econbiz.de/10013545802
Saved in:
4
Sexual orientation identity matters : lesbian, gay, and bi-sexual customers’ perceptions of service encounters
Ro, Heejung
- In:
Journal of hospitality marketing & management
32
(
2023
)
1
,
pp. 75-94
Persistent link: https://www.econbiz.de/10013545807
Saved in:
5
Do illegitimate tasks undermine hospitality employees' proactive customer service performance? : a moderated dual-path model
Zhao, Lijing
;
Jolly, Phillip M.
;
Zhao, Shuming
- In:
Journal of hospitality marketing & management
32
(
2023
)
1
,
pp. 95-121
Persistent link: https://www.econbiz.de/10013545811
Saved in:
6
Antecedents of proactive customer service performance in hospitality : a meta-analysis
Yan, Zhen
;
Mansor, Zuraina Dato’
;
Choo, Wei Chong
- In:
Journal of hospitality marketing & management
32
(
2023
)
4
,
pp. 505-529
Persistent link: https://www.econbiz.de/10014281028
Saved in:
7
Examining the spillover effects of problems at home on proactive customer service performance in the hospitality industry : the overlooked side of the work-family interface
Cheng, Bao
;
Guo, Gongxing
;
Dong, Yun
;
Peng, Yan
- In:
Journal of hospitality marketing & management
30
(
2021
)
3
,
pp. 354-372
Persistent link: https://www.econbiz.de/10012513777
Saved in:
8
The impact of customer controllability and service recovery type on customer satisfaction and consequent behavior intentions
Jin, Dan
;
DiPietro, Robin B.
;
Fan, Alei
- In:
Journal of hospitality marketing & management
29
(
2020
)
1
,
pp. 65-87
Persistent link: https://www.econbiz.de/10012256118
Saved in:
9
Emotional intelligence or artificial intelligence : an employee perspective
Prentice, Catherine
;
Lopes, Sergio Dominique
;
Wang, Xuequn
- In:
Journal of hospitality marketing & management
29
(
2020
)
4
,
pp. 377-403
Persistent link: https://www.econbiz.de/10012256141
Saved in:
10
Customers' reactions to other customer caused service failures : the effects of tie strength on customer loyalty
Kim, Youngsun Sean
;
Baker, Melissa A.
- In:
Journal of hospitality marketing & management
29
(
2020
)
6
,
pp. 682-701
Persistent link: https://www.econbiz.de/10012256164
Saved in:
1
2
3
4
Next
Last
Results per page
10
25
50
100
250
A service of the
zbw
×
Loading...
//-->