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Search: subject_exact:"Kundendienst"
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Customer service
65
Kundenservice
65
Dienstleistungsqualität
40
Service quality
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Beziehungsmarketing
28
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28
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28
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frontline employees
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Journal of marketing
Journal of service management
Journal of service research
The journal of services marketing
75
Journal of retailing and consumer services
74
International journal of hospitality management
70
Journal of business research : JBR
57
SpringerLink / Bücher
42
Journal of service research : JSR
36
The service industries journal
33
International journal of contemporary hospitality management
23
Psychology & marketing
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Services marketing quarterly
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International journal of services and operations management
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Europäische Hochschulschriften / 5
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Springer eBook Collection / Business and Economics
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Gabler Edition Wissenschaft
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Journal of hospitality marketing & management
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Managing service quality : MSQ ; an international journal
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Journal of service theory and practice
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Journal of the Academy of Marketing Science
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Journal of air transport management
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Journal of service theory and practice : JSTP
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Service business
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Harvard-Business-Manager : das Wissen der Besten
13
International journal of quality and service sciences
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 operations & production management : IJOPM ; the official journal of the European Operations Management Association, EUROMA
11
International journal of production economics
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
Business horizons
10
European journal of marketing : EJM
10
Hybride Wertschöpfung : mobile Anwendungssysteme für effiziente Dienstleistungsprozesse im technischen Kundendienst
10
International journal of business and economics
10
Management science : journal of the Institute for Operations Research and the Management Sciences
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ECONIS (ZBW)
65
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1
Stopping the spread : how blame attributions drive customer-to-customer misbehavior contagion and what frontline employees can do to curb it
Danatzis, Ilias
;
Möller-Herm, Jana
- In:
Journal of service research
26
(
2023
)
3
,
pp. 459-475
Persistent link: https://www.econbiz.de/10014326009
Saved in:
2
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:
3
To serve and protect : a typology of service robots and their role in physically safe services
Schepers, Jeroen
;
Streukens, Sandra
- In:
Journal of service management
33
(
2022
)
2
,
pp. 197-209
Persistent link: https://www.econbiz.de/10012880723
Saved in:
4
The service triad : an empirical study of service robots, customers and frontline employees
Odekerken-Schröder, Gaby
;
Mennens, Kars
;
Steins, Mark
; …
- In:
Journal of service management
33
(
2022
)
2
,
pp. 246-292
Persistent link: https://www.econbiz.de/10012880726
Saved in:
5
Service robots, agency and embarrassing service encounters
Pitardi, Valentina
;
Wirtz, Jochen
;
Paluch, Stefanie
; …
- In:
Journal of service management
33
(
2022
)
2
,
pp. 389-414
Persistent link: https://www.econbiz.de/10012880733
Saved in:
6
A cross-national service strategy to manage product returns : e-tailers' return policies and the legitimating role of the institutional environment
Gäthke, Jana
;
Gelbrich, Katja
;
Chen, Shan
- In:
Journal of service research
25
(
2022
)
3
,
pp. 402-421
Persistent link: https://www.econbiz.de/10013395973
Saved in:
7
Do customer discounts affect frontline employees?
Troebs, Cord-Christian
;
Wagner, Tillmann
;
Herzog, Walter
- In:
Journal of service research
24
(
2021
)
3
,
pp. 390-404
Persistent link: https://www.econbiz.de/10012592945
Saved in:
8
Empathetic creativity for frontline employees in the age of service robots : conceptualization and scale development
Do, Khoa The
;
Gip, Huy
;
Guchait, Priyanko
;
Wang, Chen-Ya
; …
- In:
Journal of service management
34
(
2023
)
3
,
pp. 433-466
Persistent link: https://www.econbiz.de/10014338160
Saved in:
9
Frontline employee expectations on working with physical robots in retailing
Willems, Kim
;
Verhulst, Nanouk
;
Gauquier, Laurens de
; …
- In:
Journal of service management
34
(
2023
)
3
,
pp. 467-492
Persistent link: https://www.econbiz.de/10014338164
Saved in:
10
A meta-analysis of the impact of customer mistreatment on service employees' affective, attitudinal and behavioral outcomes
Wu, Yu
;
Groth, Markus
;
Zhang, Kaixin
;
Minbashian, Amirali
- In:
Journal of service management
34
(
2023
)
5
,
pp. 896-940
Persistent link: https://www.econbiz.de/10014456504
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