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isPartOf:"Harvard-Business-Manager : das Wissen der Besten"
~isPartOf:"Journal of marketing"
~isPartOf:"Psychology & marketing"
~subject:"Customer service"
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Customer service
Beziehungsmarketing
267
Relationship marketing
267
Consumer behaviour
126
Konsumentenverhalten
126
Customer satisfaction
57
Kundenzufriedenheit
57
Brand management
41
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Ruyter, Ko de
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Walsh, Gianfranco
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Belz, Christian
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Bitner, Mary Jo
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Bolander, Willy
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Harvard-Business-Manager : das Wissen der Besten
Journal of marketing
Psychology & marketing
The journal of services marketing
39
Journal of retailing and consumer services
36
Journal of business research : JBR
31
International journal of hospitality management
30
The service industries journal
16
Journal of service research : JSR
15
Journal of service research
14
SpringerLink / Bücher
14
International journal of contemporary hospitality management
10
Journal of service theory and practice
10
Journal of service theory and practice : JSTP
10
Managing service quality : MSQ ; an international journal
9
Services marketing quarterly
9
International journal of business and economics
8
Journal of the Academy of Marketing Science
8
Service business
8
International journal of services and operations management
7
Journal of retailing
7
Gabler Edition Wissenschaft
6
Journal of hospitality marketing & management
6
Journal of service management
6
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
6
European journal of marketing
5
European journal of marketing : EJM
5
International journal of consumer studies
5
International journal of operations & production management : IJOPM ; the official journal of the European Operations Management Association, EUROMA
5
International journal of quality and service sciences
5
International journal of services and standards
5
Journal of travel and tourism marketing
5
Manufacturing & service operations management : M & SOM
5
Marketing : ZFP ; journal of research and management
5
The TQM journal : the international review of organizational improvement
5
Business horizons
4
Business process management journal
4
Electronic markets : EM ; the international journal of electronic commerce and business media
4
Europäische Hochschulschriften / 5
4
Industrial marketing management : the international journal for industrial and high-tech firms
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ECONIS (ZBW)
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1
When and why signaling frontline employee inexperience can prove to be an asset : effects on consumer forgiveness for service failure
Flacandji, Michaël
;
Cusin, Julien
;
Lunardo, Renaud
- In:
Psychology & marketing
40
(
2023
)
12
,
pp. 2728-2742
Persistent link: https://www.econbiz.de/10014432547
Saved in:
2
The customer is often wrong : investigating the influence of customer failures and apologies on frontline service employee well-being
Robertson, Nichola
;
Rotman, Jeffrey
;
MacQuilken, Lisa
; …
- In:
Psychology & marketing
40
(
2023
)
4
,
pp. 825-844
Persistent link: https://www.econbiz.de/10014290864
Saved in:
3
How can customers cope with cognitive demands of professional services? : the role of employee coping support
Garbas, Janina
;
Blaurock, Marah
;
Büttgen, Marion
; …
- In:
Psychology & marketing
40
(
2023
)
5
,
pp. 867-887
Persistent link: https://www.econbiz.de/10014290866
Saved in:
4
Digital presence in service recovery : the interactive effect of customer salutations and employee photographs in email signatures
Walsh, Gianfranco
;
Shiu, Edward
;
Schaarschmidt, Mario
; …
- In:
Psychology & marketing
39
(
2022
)
12
,
pp. 2361-2383
Persistent link: https://www.econbiz.de/10013465198
Saved in:
5
The influence of frontline employee self-disclosure about products in a retail store on customer trust in the retailer in the context of service encounters
Park, Jihye
;
Yi, Youjae
- In:
Psychology & marketing
40
(
2023
)
7
,
pp. 1417-1430
Persistent link: https://www.econbiz.de/10014291940
Saved in:
6
Highlighting effort versus talent in service employee performance : customer attributions and responses
Leung, Fine F.
;
Kim, Sara
;
Tse, Caleb H.
- In:
Journal of marketing
84
(
2020
)
3
,
pp. 106-121
Persistent link: https://www.econbiz.de/10012214934
Saved in:
7
The unintended consequence of price-based service recovery incentives
Kanuri, Vamsi K.
;
Andrews, Michelle
- In:
Journal of marketing
83
(
2019
)
5
,
pp. 57-77
Persistent link: https://www.econbiz.de/10012176134
Saved in:
8
Rewarding customers who keep a product : how reinforcement affects customers' product return decision in online retailing
Gelbrich, Katja
;
Gäthke, Jana
;
Hübner, Alexander
- In:
Psychology & marketing
34
(
2017
)
9
,
pp. 853-867
Persistent link: https://www.econbiz.de/10011738111
Saved in:
9
Does the customer matter most? : exploring strategic frontline employees’ influence of customers, the internal business team, and external business partners
Plouffe, Christopher R.
;
Bolander, Willy
;
Cote, Joseph A.
; …
- In:
Journal of marketing
80
(
2016
)
1
,
pp. 106-123
Persistent link: https://www.econbiz.de/10011507463
Saved in:
10
Wider den Retouren-Wahnsinn
Walsh, Gianfranco
;
Möhring, Michael
- In:
Harvard-Business-Manager : das Wissen der Besten
37
(
2015
)
3
,
pp. 6-10
Persistent link: https://www.econbiz.de/10010489524
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