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isPartOf:"Journal of marketing"
~isPartOf:"Journal of retailing and consumer services"
~subject:"Service industry"
~subject:"Service recovery"
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Search: subject_exact:"Returns management"
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Service industry
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
Satisfaction
11
Arbeitsverhalten
8
Service failure
8
Work behaviour
8
Arbeitszufriedenheit
6
Artificial intelligence
6
Job satisfaction
6
Künstliche Intelligenz
6
Online retailing
6
Online-Handel
6
Salespeople
6
Service encounters
6
Verkaufspersonal
6
Mobile communications
5
Mobilkommunikation
5
Service encounter
5
Viral marketing
5
Virales Marketing
5
Arbeitskräfte
4
Customer loyalty
4
E-commerce
4
Electronic Commerce
4
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English
18
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Asante, Daniel
2
Asante, Eric Adom
2
Fazal-e-Hasan, Syed
2
Kwamega, Michael
2
Mortimer, Gary
2
Söderlund, Magnus
2
Tang, Chunyong
2
Altinigne, Nesenur
1
Arikan, Esra
1
Arli, Denni
1
Bagherzadeh, Ramin
1
Bougoure, Ursula Sigrid
1
Brady, Michael K.
1
Casidy, Riza
1
Chen, Nuoya
1
Cho, Youngju
1
Fan, Xiucheng
1
Gheshlaghi, Mahnaz
1
Giebelhausen, Michael
1
Gong, Taeshik
1
Gong, Xiushuang
1
Hanson, Nicole
1
Harun, Ahasan
1
Hyun, Hyowon
1
Jiao, Jinfeng
1
Kuzgun, Ebru
1
Mattsson, Jan
1
Mohanty, Smaraki
1
Okan, Mehmet
1
Opoku-Danso, Alexander
1
Park, Eunil
1
Park, Heejun
1
Park, Jungkun
1
Park, Junsung
1
Rawal, Monika
1
Robinson, Stacey G.
1
Rokonuzzaman, Md
1
Russell-Bennett, Rebekah
1
Saavedra Torres, Jose Luis
1
Shin, Hyunju
1
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Journal of marketing
Journal of retailing and consumer services
The journal of services marketing
25
Journal of business research : JBR
20
International journal of hospitality management
12
Journal of service management
11
Journal of service research
9
The service industries journal
8
International journal of contemporary hospitality management
7
Journal of service research : JSR
6
Journal of service theory and practice
5
Journal of the Academy of Marketing Science
5
Managing service quality : MSQ ; an international journal
4
Marketing letters : a journal of research in marketing
4
International journal of quality and service sciences
3
Journal of air transport management
3
Journal of hospitality and tourism insights
3
Journal of service theory and practice : JSTP
3
Psychology & marketing
3
Asia-Pacific journal of business administration
2
Australasian marketing journal
2
Business horizons
2
Business process management journal
2
Cogent business & management
2
European journal of marketing
2
European journal of marketing : EJM
2
Industrial marketing management : the international journal for industrial and high-tech firms
2
International journal of services and operations management
2
International journal of services and standards
2
International journal of services, economics and management
2
Journal of consumer marketing
2
Journal of interactive marketing : a quarterly publication from the Direct Marketing Educational Foundation
2
Operations management : a strategic approach
2
Operations research
2
The journal of applied business research
2
A Research Agenda for Service Marketing
1
Advances in business and management forecasting
1
Asia Pacific journal of marketing and logistics
1
Asian business & management
1
Athens journal of business & economics : AJBE
1
Australasian marketing journal : AMJ ; official journal of the Australia-New Zealand Marketing Academy (ANZMAC)
1
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ECONIS (ZBW)
18
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1
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:
2
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:
3
Leveraging perceived HPWS to improve service encounter quality in high-contact service industries
Asante, Daniel
;
Tang, Chunyong
;
Asante, Eric Adom
; …
- In:
Journal of retailing and consumer services
73
(
2023
),
pp. 1-12
Persistent link: https://www.econbiz.de/10014303270
Saved in:
4
Why does service inclusion matter? : the effect of service exclusion on customer indirect misbehavior
Gong, Xiushuang
;
Wang, Hanwen
;
Zhang, Xiadan
;
Tian, Hui
- In:
Journal of retailing and consumer services
68
(
2022
),
pp. 1-10
Persistent link: https://www.econbiz.de/10013366271
Saved in:
5
In pursuit of service encounter quality : will service-oriented high-performance work systems benefit high-contact service industries?
Asante, Daniel
;
Tang, Chunyong
;
Kwamega, Michael
; …
- In:
Journal of retailing and consumer services
68
(
2022
),
pp. 1-11
Persistent link: https://www.econbiz.de/10013366345
Saved in:
6
Examining the consequences of customer-oriented deviance in retail
Mortimer, Gary
;
Fazal-e-Hasan, Syed
;
Strebel, Judi
- In:
Journal of retailing and consumer services
58
(
2021
),
pp. 1-14
Persistent link: https://www.econbiz.de/10012431571
Saved in:
7
To err is human : tolerate humans instead of machines in service failure
Chen, Nuoya
;
Mohanty, Smaraki
;
Jiao, Jinfeng
;
Fan, Xiucheng
- In:
Journal of retailing and consumer services
59
(
2021
),
pp. 1-11
Persistent link: https://www.econbiz.de/10012433727
Saved in:
8
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:
9
Customer response toward employees' emotional labor in service industry settings
Gong, Taeshik
;
Park, Jungkun
;
Hyun, Hyowon
- In:
Journal of retailing and consumer services
52
(
2020
),
pp. 1-11
Persistent link: https://www.econbiz.de/10012132182
Saved in:
10
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:
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