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~isPartOf:"Journal of service theory and practice"
~isPartOf:"Management science : journal of the Institute for Operations Research and the Management Sciences"
~isPartOf:"Psychology & marketing"
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Search: subject:"Nachkaufmarketing"
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Customer service
23
Kundenservice
23
Dienstleistungsqualität
17
Service quality
17
Consumer behaviour
13
Customer satisfaction
13
Konsumentenverhalten
13
Kundenzufriedenheit
13
Beziehungsmarketing
12
Relationship marketing
12
Beschwerdemanagement
9
Complaint management
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Online retailing
5
Online-Handel
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Dienstleistungssektor
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Qualitätsmanagement
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Yi, Youjae
2
Adil, Mohd
1
Bachrach, Daniel G.
1
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1
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1
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Ho, Ting Hin
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Journal of service theory and practice
Management science : journal of the Institute for Operations Research and the Management Sciences
Psychology & marketing
Journal of retailing and consumer services
63
International journal of hospitality management
53
Journal of business research : JBR
45
The journal of services marketing
43
SpringerLink / Bücher
38
Journal of service research
21
International journal of contemporary hospitality management
14
Journal of service management
14
The service industries journal
14
Journal of service research : JSR
13
Springer eBook Collection / Business and Economics
13
Journal of hospitality marketing & management
12
Service business
12
Journal of service theory and practice : JSTP
11
Journal of the Academy of Marketing Science
11
Journal of retailing
10
Services marketing quarterly
9
European journal of marketing
7
Tourism management : research, policies, practice
7
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
6
Asia Pacific journal of marketing and logistics
5
European journal of operational research : EJOR
5
International journal of quality and service sciences
5
Journal of travel and tourism marketing
5
Technological forecasting & social change : an international journal
5
The Cornell hospitality quarterly
5
The TQM journal : the international review of organizational improvement
5
The journal of business & industrial marketing
5
Total quality management & business excellence
5
Tourism management perspectives : TMP
5
Business process management journal
4
Human resource management review
4
Industrial marketing management : the international journal for industrial and high-tech firms
4
International journal of consumer studies
4
International journal of operations & production management : IJOPM ; the official journal of the European Operations Management Association, EUROMA
4
International journal of physical distribution & logistics management : IJPD & LM
4
International journal of production economics
4
International journal of services, economics and management
4
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ECONIS (ZBW)
23
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23
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1
Personal touch in digital customer service : a conceptual framework of relational personalization for conversational AI
Blümel, Jan Hendrik
;
Zaki, Mohamed
;
Bohné, Thomas
- In:
Journal of service theory and practice
34
(
2024
)
1
,
pp. 33-65
Persistent link: https://www.econbiz.de/10014525998
Saved in:
2
Organizational practices to co-create value with family members engaged in service journeys of their loved ones
Verleye, Katrien
;
Holvoet, Sofie
- In:
Journal of service theory and practice
34
(
2024
)
2
,
pp. 319-340
Persistent link: https://www.econbiz.de/10014526078
Saved in:
3
Chatbot or human? : the impact of online customer service on consumers' purchase intentions
Chen, Shili
;
Li, Xiaolin
;
Liu, Kecheng
;
Wang, Xuesong
- In:
Psychology & marketing
40
(
2023
)
11
,
pp. 2186-2200
Persistent link: https://www.econbiz.de/10014432389
Saved in:
4
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:
5
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:
6
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:
7
Understanding the role of customer incivility and supervisor monitoring in the relationship between customer orientation and frontline employees' emotional exhaustion
Xie, Fang
;
Zhang, Xufan
;
Ye, Jing
;
Zhou, Lulu
;
Zhang, …
- In:
Journal of service theory and practice
33
(
2023
)
6
,
pp. 797-819
Persistent link: https://www.econbiz.de/10014448096
Saved in:
8
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:
9
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:
10
Robot service failure : the double-edged sword effect of emotional labor in service recovery
Shi, Yunxia
;
Zhang, Rumeng
;
Ma, Chunhao
;
Wang, Lijie
- In:
Journal of service theory and practice
33
(
2023
)
1
,
pp. 72-88
Persistent link: https://www.econbiz.de/10014301943
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