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isPartOf:"Journal of marketing"
~isPartOf:"Journal of retailing and consumer services"
~subject:"Artificial intelligence"
~subject:"Service recovery"
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Artificial intelligence
Service recovery
Customer service
85
Kundenservice
85
Dienstleistungsqualität
60
Service quality
60
Customer satisfaction
49
Kundenzufriedenheit
49
Consumer behaviour
45
Konsumentenverhalten
45
Beziehungsmarketing
43
Relationship marketing
43
Einzelhandel
13
Emotion
13
Retail trade
13
Beschwerdemanagement
12
Complaint management
12
Dienstleistungssektor
12
Service industry
12
Satisfaction
11
Arbeitsverhalten
8
Service failure
8
Work behaviour
8
Arbeitszufriedenheit
6
Job satisfaction
6
Künstliche Intelligenz
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Online retailing
6
Online-Handel
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Salespeople
6
Service encounters
6
Verkaufspersonal
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Mobile communications
5
Mobilkommunikation
5
Service encounter
5
Viral marketing
5
Virales Marketing
5
Arbeitskräfte
4
Customer loyalty
4
E-commerce
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Electronic Commerce
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Altinigne, Nesenur
1
Arikan, Esra
1
Bagherzadeh, Ramin
1
Bougoure, Ursula Sigrid
1
Casidy, Riza
1
Cheng, Zhendong
1
Cho, Youngju
1
Cohen, Jason F.
1
Crolic, Cammy
1
Duan, Yucong
1
Fan, Wenfang
1
Fazal-e-Hasan, Syed
1
Hadi, Rhonda
1
Harun, Ahasan
1
Huang, Dongling
1
Jia, Wenli
1
Kuzgun, Ebru
1
Markovitch, Dmitri G.
1
Mortimer, Gary
1
Mou, Jian
1
Nguyen Tuyet-Mai
1
Okan, Mehmet
1
Park, Heejun
1
Park, Junsung
1
Prentice, Catherine
1
Rawal, Monika
1
Rokonuzzaman, Md
1
Russell-Bennett, Rebekah
1
Saavedra Torres, Jose Luis
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Shao, Bingjia
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Shin, Hyunju
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Song, Mengmeng
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Stephen, Andrew T.
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Stough, Rusty A.
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1
Thomaz, Felipe
1
Wei, Shuqin
1
Xing, Xinyu
1
Yoo, Joon Woo
1
Zhang, Yong
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Journal of marketing
Journal of retailing and consumer services
Journal of business research : JBR
11
International journal of hospitality management
9
The journal of services marketing
7
Journal of service management
5
International journal of contemporary hospitality management
4
Journal of service theory and practice
4
Journal of the Academy of Marketing Science
4
Marketing letters : a journal of research in marketing
4
Journal of service theory and practice : JSTP
3
Leveraging AI and emotional intelligence in contemporary business organizations
3
Managing service quality : MSQ ; an international journal
3
Asia-Pacific journal of business administration
2
International journal of quality and service sciences
2
Journal of air transport management
2
Journal of hospitality and tourism insights
2
Journal of service research
2
Psychology & marketing
2
Technological forecasting & social change : an international journal
2
The service industries journal
2
Advances in business information systems and analytics (ABISA) book series
1
Amfiteatru economic : an economic and business research periodical
1
Artificial intelligence in marketing
1
Asia Pacific journal of marketing and logistics
1
Business horizons
1
Contemporary studies of risks in emerging technology
1
Entrepreneurial business and economics review : EBER
1
Facetten der Digitalisierung : Chancen und Herausforderungen für Mensch und Management
1
Geschäftsmodelle - Wertschöpfung - Transformation
1
Impact of globalization and advanced technologies on online business models
1
Industrial marketing management : the international journal for industrial and high-tech firms
1
Information systems research : ISR
1
International journal of business performance management
1
International journal of consumer studies
1
International journal of operations & production management : IJOPM ; the official journal of the European Operations Management Association, EUROMA
1
International journal of production economics
1
International journal of services, economics and management
1
Journal of consumer marketing
1
Journal of hospitality marketing & management
1
Journal of interactive marketing : a quarterly publication from the Direct Marketing Educational Foundation
1
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ECONIS (ZBW)
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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 impact of intelligent customer service agents' initial response on consumers' continuous interaction intention
Cheng, Zhendong
;
Fan, Wenfang
;
Shao, Bingjia
;
Jia, Wenli
; …
- In:
Journal of retailing and consumer services
76
(
2024
),
pp. 1-14
Persistent link: https://www.econbiz.de/10014460841
Saved in:
3
Can chatbot customer service match human service agents on customer satisfaction? : an investigation in the role of trust
Huang, Dongling
;
Markovitch, Dmitri G.
;
Stough, Rusty A.
- In:
Journal of retailing and consumer services
76
(
2024
),
pp. 1-14
Persistent link: https://www.econbiz.de/10014460850
Saved in:
4
Examining the impact of service robot communication styles on customer intimacy following service failure
Park, Junsung
;
Yoo, Joon Woo
;
Cho, Youngju
;
Park, Heejun
- In:
Journal of retailing and consumer services
75
(
2023
),
pp. 1-9
Persistent link: https://www.econbiz.de/10014372639
Saved in:
5
May robots be held responsible for service failure and recovery? : the role of robot service provider agents' human-likeness
Arikan, Esra
;
Altinigne, Nesenur
;
Kuzgun, Ebru
;
Okan, Mehmet
- In:
Journal of retailing and consumer services
70
(
2023
),
pp. 1-11
Persistent link: https://www.econbiz.de/10014240279
Saved in:
6
Will artificial intelligence replace human customer service? : the impact of communication quality and privacy risks on adoption intention
Song, Mengmeng
;
Xing, Xinyu
;
Duan, Yucong
;
Cohen, Jason F.
- In:
Journal of retailing and consumer services
66
(
2022
),
pp. 1-17
Persistent link: https://www.econbiz.de/10013209640
Saved in:
7
Pursuit of loyalty in service recovery : the roles of brand equity and cognitive reappraisal as moderators
Harun, Ahasan
;
Rokonuzzaman, Md
- In:
Journal of retailing and consumer services
62
(
2021
),
pp. 1-11
Persistent link: https://www.econbiz.de/10012648862
Saved in:
8
The journey from customer participation in service failure to co-creation in service recovery
Bagherzadeh, Ramin
;
Rawal, Monika
;
Wei, Shuqin
; …
- In:
Journal of retailing and consumer services
54
(
2020
),
pp. 1-10
Persistent link: https://www.econbiz.de/10012238366
Saved in:
9
Employee encouragement of self-disclosure in the service encounter and its impact on customer satisfaction
Söderlund, Magnus
- In:
Journal of retailing and consumer services
53
(
2020
),
pp. 1-9
Persistent link: https://www.econbiz.de/10012171941
Saved in:
10
Engaging and retaining customers with AI and employee service
Prentice, Catherine
;
Nguyen Tuyet-Mai
- In:
Journal of retailing and consumer services
56
(
2020
),
pp. 1-13
Persistent link: https://www.econbiz.de/10012390002
Saved in:
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