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subject:"Dienstleistungsmanagement"
~subject:"Service quality"
~type:"article"
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Search: subject_exact:"After-sales service"
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Dienstleistungsmanagement
Service quality
Customer service
2,105
Kundenservice
2,104
Dienstleistungsqualität
965
Customer satisfaction
831
Kundenzufriedenheit
829
Beziehungsmarketing
806
Relationship marketing
806
Consumer behaviour
626
Konsumentenverhalten
626
Beschwerdemanagement
297
Complaint management
297
Dienstleistungssektor
214
Service industry
214
Emotion
165
Deutschland
146
Germany
146
USA
139
United States
139
Arbeitsverhalten
109
Services
109
Work behaviour
109
Einzelhandel
106
Retail trade
106
Dienstleistung
105
Theorie
105
Theory
105
Online retailing
90
Online-Handel
90
Salespeople
84
Verkaufspersonal
84
Arbeitszufriedenheit
82
E-commerce
82
Job satisfaction
82
Electronic Commerce
81
Quality management
79
Qualitätsmanagement
79
Bundling strategy
75
Leistungsbündel
75
Customer integration
73
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Undetermined
558
Free
70
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Book / Working Paper
150
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Article in journal
923
Aufsatz in Zeitschrift
923
Aufsatz im Buch
63
Book section
63
Case study
7
Fallstudie
7
Conference paper
2
Konferenzbeitrag
2
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English
951
German
42
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1
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Gustafsson, Anders
9
Van Vaerenbergh, Yves
9
Mattila, Anna S.
7
McColl-Kennedy, Janet R.
7
Miao, Li
6
Sharma, Piyush
6
Edvardsson, Bo
5
Larivière, Bart
5
Lyu, Yijing
5
Shin, Hyunju
5
Söderlund, Magnus
5
Wirtz, Jochen
5
Ellinger, Alexander E.
4
Medler-Liraz, Hana
4
Nguyen, Nha
4
Prentice, Catherine
4
Román, Sergio
4
Sands, Sean
4
Stauss, Bernd
4
Subramony, Mahesh
4
Tam, Jackie L. M.
4
Tronvoll, Bård
4
Tsarenko, Yelena
4
Voorhees, Clay M.
4
Witell, Lars
4
Ye, Yijiao
4
Auh, Seigyoung
3
Baker, Melissa A.
3
Barnes, Donald C.
3
Bolton, Ruth N.
3
Bonfanti, Angelo
3
Brady, Michael K.
3
Brengman, Malaika
3
Büttgen, Marion
3
Cambra-Fierro, Jesús
3
Campbell, Colin L.
3
Casidy, Riza
3
Chen, Mu-Chen
3
Cheng, Bao
3
Cheung, Fung Yi Millissa
3
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Published in...
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Journal of retailing and consumer services
58
International journal of hospitality management
56
The journal of services marketing
55
Journal of business research : JBR
35
Journal of service management
21
International journal of contemporary hospitality management
19
Journal of service research : JSR
18
Journal of service research
17
The service industries journal
17
Journal of hospitality marketing & management
15
Journal of service theory and practice
14
Services marketing quarterly
12
International journal of services and operations management
10
Journal of air transport management
10
Journal of the Academy of Marketing Science
10
Service business
10
Journal of service theory and practice : JSTP
9
Psychology & marketing
9
The TQM journal : the international review of organizational improvement
9
International journal of quality and service sciences
8
Managing service quality : MSQ ; an international journal
8
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
8
Tourism management : research, policies, practice
8
International journal of business and economics
7
Journal of travel and tourism marketing
7
The Cornell hospitality quarterly
7
Asia Pacific journal of marketing and logistics
6
Cogent business & management
6
European journal of marketing
6
Industrial marketing management : the international journal for industrial and high-tech firms
6
International journal of operations & production management : IJOPM ; the official journal of the European Operations Management Association, EUROMA
6
International journal of productivity and quality management : IJPQM
6
International journal of services, economics and management
6
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
6
Journal of retailing
6
Marketing letters : a journal of research in marketing
6
Benchmarking : an international journal ; BIJ
5
Business horizons
5
European journal of marketing : EJM
5
International journal of consumer studies
5
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ECONIS (ZBW)
993
RePEc
1
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994
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91
What's wrong with different empowerment? : the effect of differentiated empowering leadership on employee proactive service
Dong, Yanan
;
Zhao, Xinyuan
;
Yuan, Yuan
;
Dong, Huijuan
; …
- In:
Journal of hospitality & tourism research : JHTR ; the …
47
(
2023
)
7
,
pp. 1187-1214
Persistent link: https://www.econbiz.de/10014366188
Saved in:
92
Linking leader humility with service performance : the role of service climate and customer mistreatment
Bahadur, Waseem
;
Ali, Ahsan
- In:
Asian business & management
22
(
2023
)
2
,
pp. 621-642
Persistent link: https://www.econbiz.de/10014327737
Saved in:
93
The negative effect of service robots' affective human-likeness on consumer satisfaction in frontline service encounters
Li, You
;
Liang, Zhehao
;
Wang, Yawei
;
Chang, Yaping
- In:
International journal of hospitality management
115
(
2023
),
pp. 1-7
Persistent link: https://www.econbiz.de/10014487592
Saved in:
94
The requisite role of emotional intelligence in customer service in the retail banking sector
Al Khoury, Grace
;
Thrassou, Alkis
;
Papasolomou, Ioanna
; …
- In:
International journal of organizational analysis
31
(
2023
)
7
,
pp. 3315-3347
Persistent link: https://www.econbiz.de/10014432343
Saved in:
95
Emotion-regulatory chatbots for enhancing consumer servicing : an interpersonal emotion management approach
Luo, Bei
;
Lau, Raymond Yiu Keung
;
Li, Chunping
- In:
Information & management : the internat. journal of …
60
(
2023
)
5
,
pp. 1-17
Persistent link: https://www.econbiz.de/10014466169
Saved in:
96
Customer engagement, dependence and loyalty : an empirical study of Chinese customers in multitouch service encounters
Chen, Xin
;
Guo, Shuojia
;
Xiong, Jie
;
Ye, Zhuxin
- In:
Technological forecasting & social change : an …
197
(
2023
),
pp. 1-12
Persistent link: https://www.econbiz.de/10014468859
Saved in:
97
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:
98
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:
99
Customer loyalty in online hotel booking platforms
Li, Wei-Chin
;
Chang, Kuei-Feng
;
Chen, Chen-Ju
- In:
International journal of business
28
(
2023
)
3
,
pp. 147-165
Persistent link: https://www.econbiz.de/10014340612
Saved in:
100
Measuring the intention-behavior gap in service failure and recovery : the moderating roles of failure severity and service recovery satisfaction
Mesquita, José Marcos Carvalho de
;
Shin, Hyunju
; …
- In:
European journal of marketing
57
(
2023
)
7
,
pp. 1826-1853
Persistent link: https://www.econbiz.de/10014342175
Saved in:
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