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isPartOf:"Journal of marketing"
~isPartOf:"Journal of service management"
~subject:"Kundenzufriedenheit"
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Search: subject_exact:"Kundendienst"
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Kundenzufriedenheit
Customer service
41
Kundenservice
41
Dienstleistungsqualität
23
Service quality
23
Beziehungsmarketing
14
Relationship marketing
14
Customer satisfaction
13
Dienstleistungssektor
10
Service industry
10
Consumer behaviour
9
Konsumentenverhalten
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Robot
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Roboter
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Arbeitsverhalten
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Dienstleistung
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Services
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Work behaviour
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Emotion
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Service robots
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Arbeitskräfte
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Artificial intelligence
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Beschwerdemanagement
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Complaint management
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Künstliche Intelligenz
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Service encounter
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Workforce
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Arbeitsgruppe
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Arbeitszufriedenheit
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Customer integration
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Job satisfaction
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Kundenintegration
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Leistungsmotivation
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Salespeople
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Selbstbedienung
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Self-service
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Edvardsson, Bo
2
Tronvoll, Bård
2
Andrews, Michelle
1
Brady, Michael K.
1
Brengman, Malaika
1
Cheng, Shuoxin
1
Frimpong, Kwabena
1
Gauquier, Laurens de
1
Giebelhausen, Michael
1
Groth, Markus
1
Kanuri, Vamsi K.
1
Kim, Namwoon
1
Lin, Cheng-Yu
1
Lin, Jiun-Sheng Chris
1
Mahr, Dominik
1
Marshall, Roger
1
Mennens, Kars
1
Minbashian, Amirali
1
Nguyen, Helena
1
Odekerken-Schröder, Gaby
1
Robinson, Stacey G.
1
Sharma, Piyush
1
Sirianni, Nancy J.
1
Steins, Mark
1
Söderlund, Magnus
1
Tam, Jackie L. M.
1
Verhulst, Nanouk
1
Walle, Steven van de
1
Willems, Kim
1
Wilson, Alan M.
1
Wu, Yu
1
Xu, Yingzi
1
Yue, Yumeng
1
Zettna, Nate
1
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1
Åkesson, Maria
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Journal of marketing
Journal of service management
Journal of retailing and consumer services
47
The journal of services marketing
46
International journal of hospitality management
42
Journal of business research : JBR
34
Journal of service research : JSR
18
Journal of service research
15
The service industries journal
14
International journal of contemporary hospitality management
13
Journal of hospitality marketing & management
13
Journal of service theory and practice
11
Services marketing quarterly
11
Service business
10
The TQM journal : the international review of organizational improvement
10
Journal of retailing
9
Journal of service theory and practice : JSTP
9
International journal of business and economics
8
Managing service quality : MSQ ; an international journal
8
Psychology & marketing
8
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
8
European journal of marketing
7
Journal of air transport management
7
Journal of the Academy of Marketing Science
7
European journal of marketing : EJM
6
International journal of quality and service sciences
6
International journal of services and operations management
6
International journal of services, economics and management
6
Journal of travel and tourism marketing
6
The Cornell hospitality quarterly
6
Asia Pacific journal of marketing and logistics
5
Cogent business & management
5
European research studies
5
International journal of operations & production management : IJOPM ; the official journal of the European Operations Management Association, EUROMA
5
International journal of production economics
5
International journal of productivity and quality management : IJPQM
5
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
5
Marketing letters : a journal of research in marketing
5
Tourism management perspectives : TMP
5
Australasian marketing journal
4
Benchmarking : an international journal ; BIJ
4
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ECONIS (ZBW)
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1
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:
2
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:
3
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
Saved in:
4
A meta-analysis of the relationship between service teamwork mechanisms and customer service outcomes
Yue, Yumeng
;
Zettna, Nate
;
Cheng, Shuoxin
;
Nguyen, Helena
- In:
Journal of service management
34
(
2023
)
5
,
pp. 941-969
Persistent link: https://www.econbiz.de/10014456519
Saved in:
5
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:
6
Poor and rich customers in the service encounter
Söderlund, Magnus
- In:
Journal of service management
28
(
2017
)
2
,
pp. 265-283
Persistent link: https://www.econbiz.de/10011704037
Saved in:
7
The influence of service employees' nonverbal communication on customer-employee rapport in the service encounter
Lin, Cheng-Yu
;
Lin, Jiun-Sheng Chris
- In:
Journal of service management
28
(
2017
)
1
,
pp. 107-132
Persistent link: https://www.econbiz.de/10011654999
Saved in:
8
When public services fail : a research agenda on public service failure
Walle, Steven van de
- In:
Journal of service management
27
(
2016
)
5
,
pp. 831-846
Persistent link: https://www.econbiz.de/10011553217
Saved in:
9
Service role and outcome as moderators in intercultural service encounters
Sharma, Piyush
;
Tam, Jackie L. M.
;
Kim, Namwoon
- In:
Journal of service management
26
(
2015
)
1
,
pp. 137-155
Persistent link: https://www.econbiz.de/10010504614
Saved in:
10
Customer experience from a self-service system perspective
Åkesson, Maria
;
Edvardsson, Bo
;
Tronvoll, Bård
- In:
Journal of service management
25
(
2014
)
5
,
pp. 677-698
Persistent link: https://www.econbiz.de/10010426047
Saved in:
1
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