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isPartOf:"Journal of marketing"
~isPartOf:"Journal of the Academy of Marketing Science"
~isPartOf:"Service business"
~subject:"Consumer behaviour"
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Consumer behaviour
Customer service
40
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40
Beziehungsmarketing
24
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Dienstleistungsqualität
22
Service quality
22
Customer satisfaction
19
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Journal of marketing
Journal of the Academy of Marketing Science
Service business
Journal of retailing and consumer services
43
The journal of services marketing
35
International journal of hospitality management
33
Journal of business research : JBR
24
Psychology & marketing
13
Services marketing quarterly
13
International journal of contemporary hospitality management
11
Journal of hospitality marketing & management
11
Journal of service research
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Journal of retailing
8
European journal of marketing : EJM
7
International journal of consumer studies
7
Journal of service management
7
Journal of service research : JSR
7
Journal of service theory and practice
7
Journal of service theory and practice : JSTP
7
Managing service quality : MSQ ; an international journal
7
Gabler Edition Wissenschaft
6
International journal of quality and service sciences
6
International journal of business and economics
5
Journal of air transport management
5
Journal of marketing theory and practice
5
Journal of travel and tourism marketing
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The service industries journal
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Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
5
Cogent business & management
4
European journal of marketing
4
International journal of services and operations management
4
Journal of consumer behaviour : an international research review
4
Journal of consumer research : JCR ; an interdisciplinary bimonthly
4
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
4
Marketing science : the marketing journal of the Institute for Operations Research and the Management Sciences
4
Technological forecasting & social change : an international journal
4
The Cornell hospitality quarterly
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Academy of Management journal : AMJ
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Asia Pacific journal of marketing and logistics
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Business horizons
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Ilmenauer Schriften zur Betriebswirtschaftslehre
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ECONIS (ZBW)
16
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1
Robots do not judge : service robots can alleviate embarrassment in service encounters
Holthöwer, Jana
;
Doorn, Jenny van
- In:
Journal of the Academy of Marketing Science
51
(
2023
)
4
,
pp. 767-784
Persistent link: https://www.econbiz.de/10014326641
Saved in:
2
Customer comfort during service robot interactions
Becker, Marc
;
Mahr, Dominik
;
Odekerken-Schröder, Gaby
- In:
Service business
17
(
2023
)
1
,
pp. 137-165
Persistent link: https://www.econbiz.de/10014282882
Saved in:
3
Designing satisfying service encounters : website versus store touchpoints
Bolton, Ruth N.
;
Gustafsson, Anders
;
Tarasi, Crina O.
; …
- In:
Journal of the Academy of Marketing Science
50
(
2022
)
1
,
pp. 85-107
Persistent link: https://www.econbiz.de/10012819742
Saved in:
4
Customer compliance with employee fuzzy requests in service encounters : a self-determination theory perspective
Teng, Teng
;
Zhang, Shengliang
;
Li, Xiaodong
;
Chen, Yuan
- In:
Service business
14
(
2020
)
2
,
pp. 217-240
Persistent link: https://www.econbiz.de/10012304231
Saved in:
5
Creating a commercially compelling smart service encounter
Huang, Tseng-Lung
- In:
Service business
12
(
2018
)
2
,
pp. 357-377
Persistent link: https://www.econbiz.de/10011915069
Saved in:
6
The influence of service employees and other customers on customer unfriendliness : a social norms perspective
Albrecht, Arne Keno
;
Walsh, Gianfranco
;
Brach, Simon
; …
- In:
Journal of the Academy of Marketing Science
45
(
2017
)
6
,
pp. 827-847
Persistent link: https://www.econbiz.de/10011779535
Saved in:
7
Unveiling the recovery time zone of tolerance : when time matters in service recovery
Hogreve, Jens
;
Bilstein, Nicola
;
Mandl, Leonhard
- In:
Journal of the Academy of Marketing Science
45
(
2017
)
6
,
pp. 866-883
Persistent link: https://www.econbiz.de/10011779540
Saved in:
8
Frontline employees' nonverbal cues in service encounters : a double-edged sword
Lim, Elison Ai Ching
;
Lee, Yih Hwai
;
Foo, Maw Der
- In:
Journal of the Academy of Marketing Science
45
(
2017
)
5
,
pp. 657-676
Persistent link: https://www.econbiz.de/10011772291
Saved in:
9
Do customized service packages impede value capture in industrial markets?
Steiner, Michael
;
Eggert, Andreas
;
Ulaga, Wolfgang
; …
- In:
Journal of the Academy of Marketing Science
44
(
2016
)
2
,
pp. 151-165
Persistent link: https://www.econbiz.de/10011453165
Saved in:
10
Hurting or helping? The effect of service agents' workplace ostracism on customer service perceptions
Wan, Echo Wen
;
Chan, Kimmy Wa
;
Chen, Rocky Peng
- In:
Journal of the Academy of Marketing Science
44
(
2016
)
6
,
pp. 746-769
Persistent link: https://www.econbiz.de/10011614103
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