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~accessRights:"restricted"
~subject:"Dienstleistungsmanagement"
~subject:"Robot"
~subject:"Services"
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Dienstleistungsmanagement
Robot
Services
Customer service
875
Kundenservice
875
Dienstleistungsqualität
563
Service quality
563
Kundenzufriedenheit
464
Customer satisfaction
463
Beziehungsmarketing
444
Relationship marketing
444
Consumer behaviour
373
Konsumentenverhalten
373
Beschwerdemanagement
174
Complaint management
173
Dienstleistungssektor
126
Service industry
126
Emotion
114
Arbeitsverhalten
82
Work behaviour
82
Einzelhandel
64
Dienstleistung
63
Retail trade
63
Online retailing
60
Online-Handel
60
Salespeople
58
Verkaufspersonal
58
Service recovery
55
Arbeitszufriedenheit
48
Job satisfaction
48
Roboter
47
Service failure
46
Electronic Commerce
45
Customer integration
44
Kundenintegration
44
Service encounter
44
E-commerce
41
customer service
36
Artificial intelligence
35
Künstliche Intelligenz
35
Satisfaction
34
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Brengman, Malaika
3
Gauquier, Laurens de
3
Gustafsson, Anders
3
Subramony, Mahesh
3
Willems, Kim
3
Wirtz, Jochen
3
Bai, Billy
2
Cheung, Fung Yi Millissa
2
Choi, Sungwoo
2
Cronin, J. J.
2
Cui, Jinsheng
2
Eilert, Meike
2
Grewal, Dhruv
2
Gursoy, Dogan
2
Kleinaltenkamp, Michael
2
Kunz, Werner H.
2
Li, Yi
2
Liu, Canmian
2
Mathies, Christine
2
Mattila, Anna S.
2
McColl-Kennedy, Janet R.
2
Mende, Martin
2
Merkle, Moritz
2
Meyer, Patrick
2
Ostrom, Amy L.
2
Paluch, Stefanie
2
Stauss, Bernd
2
To, Wai Ming
2
Tuomi, Aarni
2
Vanderborght, Bram
2
Wang, Chongli
2
Xie, Lishan
2
Zhong, Jianan
2
Abney, Alexandra K.
1
Akaka, Melissa Archpru
1
Aksoy, Lerzan
1
Ali, Ahsan
1
Alkire, Linda
1
Allen, Alexis M.
1
Altinigne, Nesenur
1
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Springer Fachmedien Wiesbaden
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The journal of services marketing
15
International journal of hospitality management
14
Journal of retailing and consumer services
7
Journal of service research
7
Journal of business research : JBR
6
Journal of service management
6
Journal of service theory and practice
5
SpringerLink / Bücher
4
The service industries journal
4
Human resource management review
2
International journal of consumer studies
2
Journal of interactive marketing : a quarterly publication from the Direct Marketing Educational Foundation
2
Management science : journal of the Institute for Operations Research and the Management Sciences
2
Neue Perspektiven der marktorientierten Unternehmensführung
2
Research
2
Springer eBook Collection
2
Technological forecasting & social change : an international journal
2
A Research Agenda for Service Marketing
1
Asia Pacific journal of marketing and logistics
1
Asian business & management
1
Business process management journal
1
California management review
1
Die Betriebswirtschaft : DBW
1
European journal of marketing
1
IEEE transactions on engineering management : EM
1
International journal of business innovation and research : IJBIR
1
International journal of contemporary hospitality management
1
International journal of innovation management
1
International journal of operations & production management : IJOPM ; the official journal of the European Operations Management Association, EUROMA
1
International journal of sports marketing & sponsorship
1
International review on public and non-profit marketing
1
Inventi impact: retailing & consumer services
1
Journal of air transport management
1
Journal of business economics : JBE
1
Journal of consumer behaviour
1
Journal of consumer marketing
1
Journal of electronic commerce in organizations : the international journal of electronic commerce in modern organizations ; an official publication of the Information Resources Management Association
1
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
1
Journal of hospitality marketing & management
1
Journal of marketing research
1
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ECONIS (ZBW)
118
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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
SDG commentary: economic services for work and growth for all humans
Subramony, Mahesh
;
Rosenbaum, Mark
- In:
The journal of services marketing
38
(
2024
)
2
,
pp. 190-216
Persistent link: https://www.econbiz.de/10014473616
Saved in:
3
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:
4
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:
5
Service robots and their implications for service delivery
Wirtz, Jochen
;
Kunz, Werner H.
;
Paluch, Stefanie
; …
- In:
A Research Agenda for Service Marketing
,
(pp. 23-43)
.
2024
Persistent link: https://www.econbiz.de/10014517864
Saved in:
6
Service robot verbalization in service processes with moral implications and its impact on satisfaction
Söderlund, Magnus
- In:
Technological forecasting & social change : an …
196
(
2023
),
pp. 1-12
Persistent link: https://www.econbiz.de/10014476488
Saved in:
7
Service encounter and value co-creation in fundraising activities at the NPO sector
Klafke, Renata
;
Barrios, Andrés
;
Didonet, Simone Regina
- In:
The journal of services marketing
37
(
2023
)
7
,
pp. 851-861
Persistent link: https://www.econbiz.de/10014333402
Saved in:
8
Empathetic creativity for frontline employees in the age of service robots : conceptualization and scale development
Do, Khoa The
;
Gip, Huy
;
Guchait, Priyanko
;
Wang, Chen-Ya
; …
- In:
Journal of service management
34
(
2023
)
3
,
pp. 433-466
Persistent link: https://www.econbiz.de/10014338160
Saved in:
9
Frontline employee expectations on working with physical robots in retailing
Willems, Kim
;
Verhulst, Nanouk
;
Gauquier, Laurens de
; …
- In:
Journal of service management
34
(
2023
)
3
,
pp. 467-492
Persistent link: https://www.econbiz.de/10014338164
Saved in:
10
Formal versus casual : how do customers respond to service robots' uniforms? : the roles of service type and language style
Liu, Canmian
;
Xie, Lishan
- In:
International journal of hospitality management
114
(
2023
),
pp. 1-10
Persistent link: https://www.econbiz.de/10014439968
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