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isPartOf:"Services marketing quarterly"
~isPartOf:"Journal of service theory and practice"
~subject:"Konsumentenverhalten"
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Search: subject_exact:"After-sales service"
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Konsumentenverhalten
Customer service
36
Kundenservice
36
Dienstleistungsqualität
26
Service quality
26
Customer satisfaction
22
Kundenzufriedenheit
22
Consumer behaviour
20
Beziehungsmarketing
19
Relationship marketing
19
Beschwerdemanagement
12
Complaint management
12
USA
7
United States
7
Service failure
5
Dienstleistung
4
Services
4
Arbeitszufriedenheit
3
Customer integration
3
Dienstleistungssektor
3
Emotion
3
Job satisfaction
3
Kundenintegration
3
Robot
3
Roboter
3
Service industry
3
Service recovery
3
Stress
3
Work stress
3
Automotive services industry
2
Bank employees
2
Bankberufe
2
Bibliometrics
2
Bibliometrie
2
Chatbots
2
Compensation
2
Customer experience
2
Dienstleistungsmarketing
2
Einzelhandel
2
Healthcare
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Casidy, Riza
2
Aguirre-Rodriguez, Alexandra
1
Bavalur, Amulya Sai
1
Beatty, Sharon E.
1
Boveda-Lambie, Adriana
1
Capella, Michael L.
1
Chatha, Kamran Ali
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Clouse, Shawn F.
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Cui, Jinsheng
1
Di Bernardo, Irene
1
Droms, Courtney M.
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Gillson, Stephanie T.
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Guo, Zhaoyang
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Heinonen, Johanna
1
Ho, Ting Hin
1
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1
Khantimirov, Denis
1
Kim, Yungchul
1
Kinard, Brian R.
1
Kinard, Jerry L.
1
Koku, Paul Sergius
1
Kurnia, Pepey Riawati
1
Li, Yi
1
Lin, Liming
1
Mattila, Anna S.
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Mele, Cristina
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Nair, Meeta
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Northington, William Magnus
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Paswan, Audhesh
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1
Shooshtari, Nader H.
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Song, Bo
1
Stan, Simona
1
Sthapit, Erose
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Services marketing quarterly
Journal of service theory and practice
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
International journal of contemporary hospitality management
11
Journal of hospitality marketing & management
11
Journal of service research
11
Journal of retailing
8
Journal of the Academy of Marketing Science
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 : JSTP
7
Managing service quality : MSQ ; an international journal
7
Gabler Edition Wissenschaft
6
International journal of quality and service sciences
6
Service business
6
Ilmenauer Schriften zur Betriebswirtschaftslehre
5
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
5
The service industries journal
5
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
4
Academy of Management journal : AMJ
3
Asia Pacific journal of marketing and logistics
3
Business horizons
3
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ECONIS (ZBW)
20
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20
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1
Service agent driven co-created caring in chat-based customer service encounters
Heinonen, Johanna
;
Sthapit, Erose
- In:
Services marketing quarterly
45
(
2024
)
1
,
pp. 1-24
Persistent link: https://www.econbiz.de/10014513536
Saved in:
2
Serving customers through chatbots : positive and negative effects on customer experience
Ranieri, Angelo
;
Di Bernardo, Irene
;
Mele, Cristina
- In:
Journal of service theory and practice
34
(
2024
)
2
,
pp. 191-215
Persistent link: https://www.econbiz.de/10014526066
Saved in:
3
Factors influencing consumer forgiveness : a systematic literature review and directions for future research
Kim, Yungchul
;
Ho, Ting Hin
;
Tan, Lay Peng
;
Casidy, Riza
- In:
Journal of service theory and practice
33
(
2023
)
5
,
pp. 601-628
Persistent link: https://www.econbiz.de/10014339764
Saved in:
4
Antecedents and consequences of effective customer participation : the role of customer education and service modularity
Shah, Syed Aamir Ali
;
Jajja, Muhammad Shakeel Sadiq
; …
- In:
Journal of service theory and practice
33
(
2023
)
5
,
pp. 697-720
Persistent link: https://www.econbiz.de/10014339773
Saved in:
5
FLEs' concerns with misbehaving customers in the time of COVID and beyond
Gillson, Stephanie T.
;
Beatty, Sharon E.
;
Northington, …
- In:
Journal of service theory and practice
33
(
2023
)
6
,
pp. 771-796
Persistent link: https://www.econbiz.de/10014448092
Saved in:
6
When frontline robots emerge: the double-edged-sword effect of anticipated trust on intention to switch brands after service failure
Cui, Jinsheng
;
Zhang, Mengwei
;
Zhong, Jianan
- In:
Journal of service theory and practice
33
(
2023
)
6
,
pp. 842-872
Persistent link: https://www.econbiz.de/10014448129
Saved in:
7
Customer acceptance of service robots under different service settings
Li, Yi
;
Wang, Chongli
;
Song, Bo
- In:
Journal of service theory and practice
33
(
2023
)
1
,
pp. 46-71
Persistent link: https://www.econbiz.de/10014301940
Saved in:
8
Failure to maintain customers : antecedents and consequences of service downgrades
Lin, Liming
;
Guo, Zhaoyang
;
Zhou, Chenxi
- In:
Journal of service theory and practice
33
(
2023
)
3
,
pp. 387-411
Persistent link: https://www.econbiz.de/10014302342
Saved in:
9
When culturally adaptive service behaviors affect customer satisfaction in shared ethnicity service encounters
Aguirre-Rodriguez, Alexandra
;
Boveda-Lambie, Adriana
; …
- In:
Services marketing quarterly
43
(
2022
)
3
,
pp. 277-293
Persistent link: https://www.econbiz.de/10013352802
Saved in:
10
Examining the role of customer self-efficacy in service encounters
Tam, Jackie L. M.
- In:
Services marketing quarterly
40
(
2019
)
4
,
pp. 269-284
Persistent link: https://www.econbiz.de/10012179186
Saved in:
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