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~accessRights:"restricted"
~subject:"Dienstleistungsmanagement"
~subject:"Robot"
~subject:"Service quality"
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Dienstleistungsmanagement
Robot
Service quality
Customer service
875
Kundenservice
875
Dienstleistungsqualität
563
Kundenzufriedenheit
464
Customer satisfaction
463
Beziehungsmarketing
444
Relationship marketing
444
Consumer behaviour
373
Konsumentenverhalten
373
Beschwerdemanagement
174
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173
Dienstleistungssektor
126
Service industry
126
Emotion
114
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82
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82
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64
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63
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61
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60
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58
Service recovery
55
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48
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48
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47
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46
Electronic Commerce
45
Customer integration
44
Kundenintegration
44
Service encounter
44
E-commerce
41
customer service
36
Artificial intelligence
35
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35
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Gustafsson, Anders
8
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Lyu, Yijing
5
Mattila, Anna S.
5
Medler-Liraz, Hana
4
Prentice, Catherine
4
Söderlund, Magnus
4
Voorhees, Clay M.
4
Witell, Lars
4
Ye, Yijiao
4
Baker, Melissa A.
3
Brengman, Malaika
3
Cheng, Bao
3
Cronin, J. J.
3
De Keyser, Arne
3
Delcourt, Cécile
3
Fan, Alei
3
Ferraro, Carla
3
Gauquier, Laurens de
3
Groth, Markus
3
Ho, Ting Hin
3
Holmqvist, Jonas
3
Kim, Peter Beomcheol
3
Mathies, Christine
3
McColl-Kennedy, Janet R.
3
Miao, Li
3
Mortimer, Gary
3
Sands, Sean
3
Seger-Guttmann, Tali
3
Sharifi, Seyed Shahin
3
Shin, Hyunju
3
Subramony, Mahesh
3
Tang, Chunyong
3
Tojib, Dewi
3
Tsarenko, Yelena
3
Willems, Kim
3
Wirtz, Jochen
3
Zhou, Xing
3
Abney, Alexandra K.
2
Alavi, Sascha
2
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Springer Fachmedien Wiesbaden
2
Excellence-in-Service-Konferenz <6., 2016, Koblenz>
1
Nomos Verlagsgesellschaft
1
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Journal of retailing and consumer services
54
International journal of hospitality management
46
The journal of services marketing
35
Journal of business research : JBR
32
Journal of service research
18
Journal of service management
13
International journal of contemporary hospitality management
12
Journal of hospitality marketing & management
11
Journal of service theory and practice
11
The service industries journal
11
Service business
8
Services marketing quarterly
8
Journal of service research : JSR
7
Journal of the Academy of Marketing Science
7
European journal of marketing
6
Journal of service theory and practice : JSTP
6
Tourism management : research, policies, practice
6
Asia Pacific journal of marketing and logistics
5
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
5
Journal of travel and tourism marketing
5
SpringerLink / Bücher
5
Technological forecasting & social change : an international journal
5
The Cornell hospitality quarterly
5
International journal of operations & production management : IJOPM ; the official journal of the European Operations Management Association, EUROMA
4
International journal of quality and service sciences
4
International journal of services, economics and management
4
Journal of air transport management
4
Journal of consumer marketing
4
Journal of retailing
4
Marketing letters : a journal of research in marketing
4
The TQM journal : the international review of organizational improvement
4
Total quality management & business excellence
4
Business process management journal
3
Human resource management review
3
International journal of consumer studies
3
Journal of hospitality and tourism insights
3
Journal of strategic marketing
3
Management science : journal of the Institute for Operations Research and the Management Sciences
3
Manufacturing & service operations management : M & SOM
3
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3
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ECONIS (ZBW)
576
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576
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1
Service mega-disruptions : a conceptual model and research agenda
Vredenburg, Jessica
;
Kapitan, Sommer
;
Jang, Sharon
- In:
The journal of services marketing
38
(
2024
)
1
,
pp. 131-144
Persistent link: https://www.econbiz.de/10014473598
Saved in:
2
Other customers' service failure and recovery encounters : a qualitative exploration
Gupta, Niharika
;
Verma, Harsh V.
- In:
Asia-Pacific journal of business administration
16
(
2024
)
1
,
pp. 148-169
Persistent link: https://www.econbiz.de/10014455620
Saved in:
3
Effects of leader behaviors on extra-role proactive service : the role of cultural tightness-looseness
Rescalvo-Martin, Elisa
;
Gutierrez, Leopoldo
; …
- In:
International journal of hospitality management
117
(
2024
),
pp. 1-12
Persistent link: https://www.econbiz.de/10014457831
Saved in:
4
Can chatbot customer service match human service agents on customer satisfaction? : an investigation in the role of trust
Huang, Dongling
;
Markovitch, Dmitri G.
;
Stough, Rusty A.
- In:
Journal of retailing and consumer services
76
(
2024
),
pp. 1-14
Persistent link: https://www.econbiz.de/10014460850
Saved in:
5
Exploring the influence mechanism of chatbot-expressed humor on service satisfaction in online customer service
Xie, Yuguang
;
Liang, Changyong
;
Zhou, Peiyu
;
Jiang, Li
- In:
Journal of retailing and consumer services
76
(
2024
),
pp. 1-17
Persistent link: https://www.econbiz.de/10014460852
Saved in:
6
Influence of return convenience on young buyers' repurchase intentions
Ahmed, Waqar
;
Huma, Sehrish
;
Ali, Syed Umair
- In:
Young consumers : insight and ideas for responsible …
25
(
2024
)
2
,
pp. 149-169
Persistent link: https://www.econbiz.de/10014511533
Saved in:
7
Service robot's responses in service recovery and service evaluation : the moderating role of robots' social perception
Shan, Minghui
;
Zhu, Zhenzhong
;
Chen, Haipeng
;
Sun, Sijie
- In:
Journal of hospitality marketing & management
33
(
2024
)
2
,
pp. 145-168
Persistent link: https://www.econbiz.de/10014511796
Saved in:
8
Call it robot : anthropomorphic framing and failure of self-service technologies
Barone, Ada Maria
;
Stagno, Emanuela
;
Donato, Carmela
- In:
The journal of services marketing
38
(
2024
)
3
,
pp. 272-287
Persistent link: https://www.econbiz.de/10014515617
Saved in:
9
Alexa, may I adopt you? : the role of voice assistant empathy and user-perceived risk in customer service delivery
Coker, Kesha K.
;
Thakur, Ramendra
- In:
The journal of services marketing
38
(
2024
)
3
,
pp. 301-311
Persistent link: https://www.econbiz.de/10014515626
Saved in:
10
The other extreme of the circumplex of emotion : an investigation of consumer outrage
Bourdeau, Brian L.
;
Cronin, J. J.
;
Padgett, Daniel T.
; …
- In:
The journal of services marketing
38
(
2024
)
3
,
pp. 312-325
Persistent link: https://www.econbiz.de/10014515634
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