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~isPartOf:"Die Zukunft des Customer Service : Analysen, Strategien, Konzeptionen"
~isPartOf:"Journal of retailing"
~isPartOf:"Management science : journal of the Institute for Operations Research and the Management Sciences"
~isPartOf:"The journal of business & industrial marketing"
~subject:"Consumer behaviour"
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Consumer behaviour
Customer service
49
Kundenservice
49
Customer satisfaction
16
Kundenzufriedenheit
16
Dienstleistungsqualität
14
Service quality
14
Beziehungsmarketing
13
Relationship marketing
13
Konsumentenverhalten
12
Beschwerdemanagement
9
Complaint management
9
Einzelhandel
8
Retail trade
8
Deutschland
6
Germany
6
B-to-B-Marketing
5
Business-to-business marketing
5
Lieferantenmanagement
4
Online retailing
4
Online-Handel
4
Salespeople
4
Supplier relationship management
4
Verkaufspersonal
4
Arbeitszufriedenheit
3
Business process management
3
Contract theory
3
Frontline employees
3
Job satisfaction
3
Leistungsmotivation
3
Lieferkette
3
Product quality
3
Product returns
3
Produktqualität
3
Prozessmanagement
3
Supply chain
3
Vertragstheorie
3
Work motivation
3
Aerospace industry
2
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Gustafsson, Anders
2
Bellos, Ioannis
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Bolton, Ruth N.
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Breazeale, Michael J.
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Calantone, Roger J.
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Cambra-Fierro, Jesus
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Campbell, Dennis W.
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Caruelle, Delphine
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Chen, Lin
1
Chiang, Jeongwen
1
Cho, Soo-Haeng
1
Cobelli, Nicola
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Confente, Ilenia
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Dahm, Martin
1
Esmark, Carol L.
1
Frei, Frances X.
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Fumagalli, Elena
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Gligor, David M.
1
Herzog, Walter
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Hult, G. Tomas M.
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Janakiraman, Narayan
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Lervik-Olsen, Line
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Li, Yi
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Russo, Ivan
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Die Zukunft des Customer Service : Analysen, Strategien, Konzeptionen
Journal of retailing
Management science : journal of the Institute for Operations Research and the Management Sciences
The journal of business & industrial marketing
Journal of retailing and consumer services
43
The journal of services marketing
35
International journal of hospitality management
33
Journal of business research : JBR
26
Journal of service research
13
Psychology & marketing
13
Services marketing quarterly
13
International journal of contemporary hospitality management
11
Journal of hospitality marketing & management
11
Journal of service theory and practice
9
International journal of consumer studies
8
Journal of the Academy of Marketing Science
8
European journal of marketing : EJM
7
Journal of service management
7
Journal of service research : JSR
7
Journal of service theory and practice : JSTP
7
Managing service quality : MSQ ; an international journal
7
Gabler Edition Wissenschaft
6
International journal of quality and service sciences
6
Service business
6
European journal of marketing
5
Ilmenauer Schriften zur Betriebswirtschaftslehre
5
International journal of business and economics
5
Journal of air transport management
5
Journal of marketing theory and practice
5
Journal of travel and tourism marketing
5
The service industries journal
5
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
5
Cogent business & management
4
International journal of services and operations management
4
Journal of consumer behaviour : an international research review
4
Journal of consumer research : JCR ; an interdisciplinary bimonthly
4
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
4
Marketing science : the marketing journal of the Institute for Operations Research and the Management Sciences
4
Technological forecasting & social change : an international journal
4
The Cornell hospitality quarterly
4
The international review of retail, distribution and consumer research
4
Academy of Management journal : AMJ
3
Asia Pacific journal of marketing and logistics
3
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ECONIS (ZBW)
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1
The clock is tickin-Or is it? : customer satisfaction response to waiting shorter vs. longer than expected during a service encounter
Caruelle, Delphine
;
Lervik-Olsen, Line
;
Gustafsson, Anders
- In:
Journal of retailing
99
(
2023
)
2
,
pp. 247-264
Persistent link: https://www.econbiz.de/10014321982
Saved in:
2
Information search and product returns across mobile and traditional online channels
Zhang, Yufei
;
Voorhees, Clay M.
;
Chen, Lin
;
Chiang, Jeongwen
- In:
Journal of retailing
98
(
2022
)
2
,
pp. 260-276
Persistent link: https://www.econbiz.de/10013364282
Saved in:
3
Managing a global retail brand in different markets : meta-analyses of customer responses to service encounters
Bolton, Ruth N.
;
Gustafsson, Anders
;
Tarasi, Crina O.
; …
- In:
Journal of retailing
98
(
2022
)
2
,
pp. 294-314
Persistent link: https://www.econbiz.de/10013364286
Saved in:
4
Spoiled rotten : how and when discontinuation of repetitive and regular delight offers increases customer desire for revenge
Li, Yi
;
Fumagalli, Elena
- In:
Journal of retailing
98
(
2022
)
3
,
pp. 412-431
Persistent link: https://www.econbiz.de/10013426728
Saved in:
5
The customer may not always be right : customer compatibility and service performance
Buell, Ryan W.
;
Campbell, Dennis W.
;
Frei, Frances X.
- In:
Management science : journal of the Institute for …
67
(
2021
)
3
,
pp. 1468-1488
Persistent link: https://www.econbiz.de/10012505994
Saved in:
6
Service design for a holistic customer experience : a process framework
Bellos, Ioannis
- In:
Management science : journal of the Institute for …
67
(
2021
)
3
,
pp. 1718-1736
Persistent link: https://www.econbiz.de/10012506026
Saved in:
7
Consumer return policies in omnichannel operations
Nageswaran, Leela
;
Cho, Soo-Haeng
;
Scheller-Wolf, Alan
- In:
Management science : journal of the Institute for …
66
(
2020
)
12
,
pp. 5558-5575
Persistent link: https://www.econbiz.de/10012391392
Saved in:
8
Breathing down your neck! : the impact of queues on customers using a retail service
Dahm, Martin
;
Wentzel, Daniel
;
Herzog, Walter
;
Wiecek, …
- In:
Journal of retailing
94
(
2018
)
2
,
pp. 217-230
Persistent link: https://www.econbiz.de/10011881552
Saved in:
9
The combined effect of product returns experience and switching costs on B2B customer re-purchase intent
Russo, Ivan
;
Confente, Ilenia
;
Gligor, David M.
; …
- In:
The journal of business & industrial marketing
32
(
2017
)
5
,
pp. 664-676
Persistent link: https://www.econbiz.de/10011692481
Saved in:
10
I'll be watching you : shoppers' reactions to perceptions of being watched by employees
Esmark, Carol L.
;
Noble, Stephanie M.
;
Breazeale, Michael J.
- In:
Journal of retailing
93
(
2017
)
3
,
pp. 336-349
Persistent link: https://www.econbiz.de/10011744852
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