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isPartOf:"Journal of marketing"
~isPartOf:"Journal of service management"
~subject:"Work behaviour"
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Search: subject_exact:"Kundendienst"
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Work behaviour
Customer service
41
Kundenservice
41
Dienstleistungsqualität
23
Service quality
23
Beziehungsmarketing
14
Relationship marketing
14
Customer satisfaction
13
Kundenzufriedenheit
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De Zanet, Fabrice
1
Delcourt, Cécile
1
Falk, Tomas
1
Gremler, Dwayne D.
1
Groth, Markus
1
Gruber, Thorsten
1
Hammerschmidt, Maik
1
Jong, Ad de
1
Kim, Sara
1
Leung, Fine F.
1
Lin, Cheng-Yu
1
Lin, Jiun-Sheng Chris
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Liu, Wei
1
Minbashian, Amirali
1
Riel, Allard C. R. van
1
Ruyter, Ko de
1
Scheper, Jeroen
1
Tse, Caleb H.
1
Tu, Yangjun
1
Wu, Yu
1
Yang, Zhi
1
Zhang, Kaixin
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Journal of marketing
Journal of service management
International journal of hospitality management
15
The journal of services marketing
7
Journal of business research : JBR
6
Journal of retailing and consumer services
6
Journal of service research : JSR
5
International journal of contemporary hospitality management
4
Journal of service research
3
Journal of service theory and practice : JSTP
3
Tourism management : research, policies, practice
3
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
2
Personnel psychology : a journal of applied research
2
The Cornell hospitality quarterly
2
Academy of Management journal : AMJ
1
Baltic journal of management : BJM
1
British journal of management : BJM
1
Cogent business & management
1
ESMT working paper
1
European journal of marketing : EJM
1
Global business and organizational excellence : GBOE
1
Group & organization management : an international journal
1
Industrial marketing management : the international journal for industrial and high-tech firms
1
Information systems management
1
International journal of bank marketing
1
International journal of quality and service sciences
1
International journal of selection and assessment
1
Journal of Asia Pacific business
1
Journal of Asian business and economic studies : JABES
1
Journal of business and psychology
1
Journal of business ethics : JOBE
1
Journal of hospitality marketing & management
1
Journal of interactive marketing : a quarterly publication from the Direct Marketing Educational Foundation
1
Journal of management
1
Journal of management : JOM
1
Journal of organizational behavior : OB ; the internat. journal of industrial, occupational and organizational psychology and behavior
1
Journal of organizational behavior : OB ; the international journal of industrial, occupational and organizational psychology and behavior
1
Journal of organizational change management
1
Journal of relationship marketing : innovations & enhancements for customer service, relations & satisfaction
1
Journal of retailing
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ECONIS (ZBW)
7
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7
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date (oldest first)
1
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:
2
Exploring the influence of service employees' characteristics on their willingness to work with service robots
Tu, Yangjun
;
Liu, Wei
;
Yang, Zhi
- In:
Journal of service management
34
(
2023
)
5
,
pp. 1038-1063
Persistent link: https://www.econbiz.de/10014456534
Saved in:
3
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:
4
An analysis of the interaction effect between employee technical and emotional competencies in emotionally charged service encounters
Delcourt, Cécile
;
Gremler, Dwayne D.
;
De Zanet, Fabrice
; …
- In:
Journal of service management
28
(
2017
)
1
,
pp. 85-106
Persistent link: https://www.econbiz.de/10011654988
Saved in:
5
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:
6
Principles and principals : do customer stewardship and agency control compete or complement when shaping frontline employee behavior?
Scheper, Jeroen
;
Falk, Tomas
;
Ruyter, Ko de
;
Jong, Ad de
; …
- In:
Journal of marketing
76
(
2012
)
6
,
pp. 1-20
Persistent link: https://www.econbiz.de/10009670272
Saved in:
7
I want to believe they really care : how complaining customers want to be treated by frontline employees
Gruber, Thorsten
- In:
Journal of service management
22
(
2011
)
1
,
pp. 85-110
Persistent link: https://www.econbiz.de/10009010793
Saved in:
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