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isPartOf:"Journal of marketing"
~isPartOf:"Europäische Hochschulschriften / 5"
~isPartOf:"Management science : journal of the Institute for Operations Research and the Management Sciences"
~isPartOf:"Springer eBook Collection / Business and Economics"
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Customer service
48
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48
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18
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15
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12
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12
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Kim, Sang Hyun
3
Bliemel, Friedhelm
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Cohen, Morris A.
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Deppe, Markus
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Zborschil, Ingo A.
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Hadi, Rhonda
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Hammerschmidt, Maik
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Journal of marketing
Europäische Hochschulschriften / 5
Management science : journal of the Institute for Operations Research and the Management Sciences
Springer eBook Collection / Business and Economics
The journal of services marketing
75
Journal of retailing and consumer services
74
International journal of hospitality management
70
Journal of business research : JBR
58
SpringerLink / Bücher
38
Journal of service research : JSR
36
The service industries journal
33
Journal of service management
30
Journal of service research
24
International journal of contemporary hospitality management
23
Psychology & marketing
20
Services marketing quarterly
20
International journal of services and operations management
19
Gabler Edition Wissenschaft
17
Journal of hospitality marketing & management
17
Journal of retailing
17
Managing service quality : MSQ ; an international journal
17
Journal of service theory and practice
16
Journal of the Academy of Marketing Science
15
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
Aftersales in der Automobilwirtschaft : Konzepte für Ihren Erfolg
12
Die Zukunft des Customer Service : Analysen, Strategien, Konzeptionen
12
Industrial marketing management : the international journal for industrial and high-tech firms
12
International journal of production economics
12
International journal of quality and service sciences
12
International journal of operations & production management : IJOPM ; the official journal of the European Operations Management Association, EUROMA
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
Tourism management : research, policies, practice
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
The journal of business & industrial marketing
10
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ECONIS (ZBW)
48
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1
Blame the bot : anthropomorphism and anger in customer-chatbot interactions
Crolic, Cammy
;
Thomaz, Felipe
;
Hadi, Rhonda
;
Stephen, …
- In:
Journal of marketing
86
(
2022
)
1
,
pp. 132-148
Persistent link: https://www.econbiz.de/10012794738
Saved in:
2
The customer may not always be right : customer compatibility and service performance
Buell, Ryan W.
;
Campbell, Dennis W.
;
Frei, Frances X.
- In:
Management science : journal of the Institute for …
67
(
2021
)
3
,
pp. 1468-1488
Persistent link: https://www.econbiz.de/10012505994
Saved in:
3
Service design for a holistic customer experience : a process framework
Bellos, Ioannis
- In:
Management science : journal of the Institute for …
67
(
2021
)
3
,
pp. 1718-1736
Persistent link: https://www.econbiz.de/10012506026
Saved in:
4
Managing appointment-based services in the presence of walk-in customers
Shan, Wang
;
Liu, Nan
;
Wan, Guohua
- In:
Management science : journal of the Institute for …
66
(
2020
)
2
,
pp. 667-686
Persistent link: https://www.econbiz.de/10012213219
Saved in:
5
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:
6
Consumer return policies in omnichannel operations
Nageswaran, Leela
;
Cho, Soo-Haeng
;
Scheller-Wolf, Alan
- In:
Management science : journal of the Institute for …
66
(
2020
)
12
,
pp. 5558-5575
Persistent link: https://www.econbiz.de/10012391392
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
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:
9
Signaling new product reliability with after-sales service contracts
Bakshi, Nitin
;
Kim, Sang Hyun
;
Savva, Nicos
- In:
Management science : journal of the Institute for …
61
(
2015
)
8
,
pp. 1812-1829
Persistent link: https://www.econbiz.de/10011338818
Saved in:
10
Touch versus tech : when technology functions as a barrier or a benefit to service encounters
Giebelhausen, Michael
;
Robinson, Stacey G.
;
Sirianni, …
- In:
Journal of marketing
78
(
2014
)
4
,
pp. 113-124
Persistent link: https://www.econbiz.de/10010381381
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