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isPartOf:"Journal of marketing"
~isPartOf:"Journal of service research : JSR"
~subject:"Complaint management"
~subject:"Relationship marketing"
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Complaint management
Relationship marketing
Customer service
47
Kundenservice
47
Beziehungsmarketing
23
Customer satisfaction
20
Kundenzufriedenheit
20
Dienstleistungsqualität
18
Service quality
18
Beschwerdemanagement
9
Consumer behaviour
9
Konsumentenverhalten
9
Arbeitsverhalten
7
Dienstleistungssektor
7
Salespeople
7
Service industry
7
Verkaufspersonal
7
Work behaviour
7
frontline employees
6
Emotion
5
service failure
5
service recovery
5
Arbeitskräfte
4
USA
4
United States
4
Workforce
4
Anforderungsprofil
3
Arbeitsleistung
3
Arbeitszufriedenheit
3
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3
Dienstleistungsmanagement
3
Job performance
3
Job satisfaction
3
Leistungsmotivation
3
Occupational profile
3
Service management
3
Service workers
3
Stress
3
Tourism employees
3
Tourismusberufe
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28
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28
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28
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English
28
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Beatty, Sharon E.
2
Ruyter, Ko de
2
Sirianni, Nancy J.
2
Tsarenko, Yelena
2
Alavi, Sascha
1
Andrews, Michelle
1
Arnold, Todd
1
Arnold, Todd J.
1
Barnes, Donald C.
1
Bitner, Mary Jo
1
Black, William C.
1
Bock, Dora E.
1
Bolander, Willy
1
Bone, Sterling A.
1
Brady, Michael
1
Brady, Michael K.
1
Brown, Stephen Walter
1
Brown, Tom
1
Capella, Michael L.
1
Challagalla, Goutam
1
Collier, Joel E.
1
Cote, Joseph A.
1
Dacin, Peter A.
1
Dagger, Tracey S.
1
Danaher, Peter J.
1
Dong, Beibei
1
Evans, Kenneth R.
1
Falk, Tomas
1
Folse, Judith Anne Garretson
1
Fombelle, Paul W.
1
Gabbott, Mark
1
Gelbrich, Katja
1
Gentlemen, Gramercy
1
Gibbs, Brian J.
1
Gremler, Dwayne D.
1
Grégoire, Yany
1
Gäthke, Jana
1
Habel, Johannes
1
Hammerschmidt, Maik
1
Harrison, Mary P.
1
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Journal of marketing
Journal of service research : JSR
The journal of services marketing
45
Journal of business research : JBR
41
Journal of retailing and consumer services
39
International journal of hospitality management
36
Journal of service research
19
The service industries journal
19
Journal of service theory and practice
17
International journal of contemporary hospitality management
12
Journal of service theory and practice : JSTP
12
SpringerLink / Bücher
12
Journal of retailing
11
Managing service quality : MSQ ; an international journal
10
Service business
10
Services marketing quarterly
10
Journal of hospitality marketing & management
9
Journal of the Academy of Marketing Science
9
Psychology & marketing
9
Gabler Edition Wissenschaft
8
International journal of business and economics
8
Journal of service management
8
European journal of marketing
7
International journal of operations & production management : IJOPM ; the official journal of the European Operations Management Association, EUROMA
7
International journal of quality and service sciences
7
International journal of services and operations management
7
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
7
Business horizons
6
European journal of marketing : EJM
6
Journal of travel and tourism marketing
6
The TQM journal : the international review of organizational improvement
6
European research studies
5
International journal of consumer studies
5
International journal of services and standards
5
International journal of services, economics and management
5
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
5
Management science : journal of the Institute for Operations Research and the Management Sciences
5
Manufacturing & service operations management : M & SOM
5
Marketing : ZFP ; journal of research and management
5
Marketing letters : a journal of research in marketing
5
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ECONIS (ZBW)
28
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1
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:
2
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:
3
A customer scorned : effects of employee reprimands in frontline service encounters
Pugh, Harrison B.
;
Brady, Michael K.
;
Hopkins, Lucas M.
- In:
Journal of service research : JSR
21
(
2018
)
2
,
pp. 219-234
Persistent link: https://www.econbiz.de/10011855801
Saved in:
4
The emergent field of organizational frontlines
Singh, Jagdip
;
Brady, Michael
;
Arnold, Todd
;
Brown, Tom
- In:
Journal of service research : JSR
20
(
2017
)
1
,
pp. 3-11
Persistent link: https://www.econbiz.de/10011647467
Saved in:
5
Emotional convergence in service relationships : the shared frontline experience of customers and employees
Zablah, Alex R.
;
Sirianni, Nancy J.
;
Korschun, Daniel
; …
- In:
Journal of service research : JSR
20
(
2017
)
1
,
pp. 76-90
Persistent link: https://www.econbiz.de/10011648260
Saved in:
6
Antiservice as guiding maxim : tough lessons from a maximum security prison
Hill, Ronald Paul
;
Capella, Michael L.
;
Rapp, Justine M.
; …
- In:
Journal of service research : JSR
19
(
2016
)
1
,
pp. 57-71
Persistent link: https://www.econbiz.de/10011433173
Saved in:
7
Frontline employee customer-oriented attitude in the presence of job demands and resources : the influence upon deep and surface acting
Yoo, Jaewon
;
Arnold, Todd J.
- In:
Journal of service research : JSR
19
(
2016
)
1
,
pp. 102-117
Persistent link: https://www.econbiz.de/10011433187
Saved in:
8
Frontline service employee compliance with customer special requests
Beatty, Sharon E.
;
Ogilvie, Jessica
;
Northington, …
- In:
Journal of service research : JSR
19
(
2016
)
2
,
pp. 158-173
Persistent link: https://www.econbiz.de/10011485432
Saved in:
9
Does the customer matter most? : exploring strategic frontline employees’ influence of customers, the internal business team, and external business partners
Plouffe, Christopher R.
;
Bolander, Willy
;
Cote, Joseph A.
; …
- In:
Journal of marketing
80
(
2016
)
1
,
pp. 106-123
Persistent link: https://www.econbiz.de/10011507463
Saved in:
10
Recovering coproduced service failures : antecedents, consequences, and moderators of locus of recovery
Dong, Beibei
;
Sivakumar, K.
;
Evans, Kenneth R.
;
Zou, …
- In:
Journal of service research : JSR
19
(
2016
)
3
,
pp. 291-306
Persistent link: https://www.econbiz.de/10011665411
Saved in:
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