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~accessRights:"restricted"
~subject:"Kundenzufriedenheit"
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Kundenzufriedenheit
Kundenservice
877
Customer service
875
Dienstleistungsqualität
564
Service quality
564
Customer satisfaction
463
Beziehungsmarketing
444
Relationship marketing
444
Consumer behaviour
373
Konsumentenverhalten
373
Beschwerdemanagement
174
Complaint management
173
Dienstleistungssektor
125
Service industry
125
Emotion
116
Arbeitsverhalten
82
Work behaviour
82
Dienstleistung
63
Einzelhandel
63
Online retailing
62
Online-Handel
62
Retail trade
62
Services
61
Salespeople
55
Service recovery
55
Verkaufspersonal
55
Arbeitszufriedenheit
48
Job satisfaction
48
Electronic Commerce
47
Robot
47
Roboter
47
Service failure
46
Service encounter
44
Customer integration
43
Kundenintegration
43
E-commerce
41
customer service
36
Artificial intelligence
35
Künstliche Intelligenz
35
Satisfaction
34
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Gustafsson, Anders
8
Van Vaerenbergh, Yves
6
Baker, Melissa A.
4
Barnes, Donald C.
4
Collier, Joel E.
4
Mattila, Anna S.
4
Söderlund, Magnus
4
Witell, Lars
4
Alkire, Linda
3
Beatty, Sharon E.
3
Fan, Alei
3
Gouthier, Matthias
3
Holmqvist, Jonas
3
McColl-Kennedy, Janet R.
3
Medler-Liraz, Hana
3
Miao, Li
3
Mortimer, Gary
3
Park, Eunil
3
Pelletier, Mark J.
3
Seger-Guttmann, Tali
3
Sharifi, Seyed Shahin
3
Shin, Hyunju
3
Sirianni, Nancy J.
3
Tang, Chunyong
3
Torres, Edwin N.
3
Tsarenko, Yelena
3
Voorhees, Clay M.
3
Zablah, Alex R.
3
Zhang, Tingting
3
Abney, Alexandra K.
2
Alavi, Sascha
2
Amoako, George Kofi
2
Anaya, Gerardo Joel
2
Anwar, Sohail
2
Asante, Daniel
2
Asante, Eric Adom
2
Bani-Melhem, Shaker
2
Bolton, Ruth N.
2
Brady, Michael K.
2
Bruce, Helen L.
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
43
International journal of hospitality management
33
The journal of services marketing
29
Journal of business research : JBR
28
Journal of service research
15
Journal of hospitality marketing & management
9
Journal of service theory and practice
9
Service business
8
Services marketing quarterly
8
The service industries journal
8
European journal of marketing
7
Journal of service theory and practice : JSTP
7
International journal of contemporary hospitality management
6
Journal of service management
6
Journal of service research : JSR
6
Asia Pacific journal of marketing and logistics
5
Journal of the Academy of Marketing Science
5
Journal of travel and tourism marketing
5
The TQM journal : the international review of organizational improvement
5
Tourism management perspectives : TMP
5
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 hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
4
Journal of hospitality and tourism insights
4
Journal of retailing
4
Marketing letters : a journal of research in marketing
4
Technological forecasting & social change : an international journal
4
The Cornell hospitality quarterly
4
Total quality management & business excellence
4
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
4
International journal of operations & production management : IJOPM ; the official journal of the European Operations Management Association, EUROMA
3
Springer eBook Collection
3
SpringerLink / Bücher
3
Tourism and hospitality research : the surrey quarterly review
3
Tourism management : research, policies, practice
3
Asia-Pacific journal of business administration
2
BestMasters
2
European journal of marketing : EJM
2
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ECONIS (ZBW)
464
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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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