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~isPartOf:"International journal of business and economics"
~isPartOf:"International journal of hospitality management"
~subject:"Emotion"
~subject:"Konsumentenverhalten"
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Search: subject_exact:"Kundendienst"
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Emotion
Konsumentenverhalten
Customer service
80
Kundenservice
80
Dienstleistungsqualität
62
Service quality
62
Customer satisfaction
50
Kundenzufriedenheit
50
Beziehungsmarketing
38
Consumer behaviour
38
Relationship marketing
38
Hotel industry
19
Hotellerie
19
Arbeitsverhalten
15
Beschwerdemanagement
15
Complaint management
15
Work behaviour
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Gastgewerbe
12
Hospitality industry
12
Tourism employees
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Tourismusberufe
12
Arbeitszufriedenheit
10
Gastronomie
10
Job satisfaction
10
Restaurant industry
10
Robot
8
Roboter
8
Service encounter
8
Dienstleistung
7
Dienstleistungssektor
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Hospital
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Krankenhaus
7
Service industry
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Services
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Service failure
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Service recovery
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Service robot
6
USA
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United States
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45
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Miao, Li
3
Torres, Edwin N.
3
Huey Chern Boo
2
Liu, Canmian
2
Lu, Lu
2
Mattila, Anna S.
2
Wei, Wei
2
Xie, Lishan
2
Zhang, Tingting
2
Aattila, Anna S.
1
Andajigarmaroudi, Saeed
1
Babalola, Mayowa T.
1
Bilgihan, Anil
1
Bish, Rachael
1
Brewster, Zachary W.
1
Chang, Feng-hsiang
1
Chang, Kuo-Chien
1
Chang, Yaping
1
Chen, Kaung-hwa
1
Chen, Po-Ju
1
Chen, Qiurong
1
Chen, Sandy C.
1
Cheng, Bao
1
Cheng, Tan
1
Della Corte, Valentina
1
Fan, Alei
1
Fu, Xiaoxiao
1
Fu, Yang
1
Garba, Omale A.
1
Geng, Ruoqi
1
Gourlay, Kenneth
1
Guan, Xinhua
1
Guchait, Priyanko
1
Guo, Liang
1
Guo, Yulang
1
Gursoy, Dogan
1
He, Zeya
1
Ho, Ting Hin
1
Hong, Zhisheng
1
Hua, Nan
1
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International journal of business and economics
International journal of hospitality management
Journal of retailing and consumer services
48
The journal of services marketing
38
Journal of business research : JBR
27
International journal of contemporary hospitality management
16
Psychology & marketing
15
Services marketing quarterly
14
Journal of hospitality marketing & management
12
Journal of service research
12
Journal of service management
10
Journal of service research : JSR
10
Journal of service theory and practice
9
Journal of retailing
8
Journal of the Academy of Marketing Science
8
European journal of marketing : EJM
7
International journal of consumer studies
7
Journal of service theory and practice : JSTP
7
Managing service quality : MSQ ; an international journal
7
Service business
7
Gabler Edition Wissenschaft
6
International journal of quality and service sciences
6
The service industries journal
6
Academy of Management journal : AMJ
5
Cogent business & management
5
Journal of air transport management
5
Journal of consumer research : JCR ; an interdisciplinary bimonthly
5
Journal of marketing theory and practice
5
Journal of travel and tourism marketing
5
The Cornell hospitality quarterly
5
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
5
Business horizons
4
European journal of marketing
4
Ilmenauer Schriften zur Betriebswirtschaftslehre
4
Industrial marketing management : the international journal for industrial and high-tech firms
4
International journal of services and operations management
4
Journal of consumer behaviour : an international research review
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
SpringerLink / Bücher
4
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ECONIS (ZBW)
45
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1
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
Saved in:
2
Role of trust in customer attitude and behaviour formation towards social service robots
Della Corte, Valentina
;
Sepe, Fabiana
;
Gursoy, Dogan
; …
- In:
International journal of hospitality management
114
(
2023
),
pp. 1-10
Persistent link: https://www.econbiz.de/10014440008
Saved in:
3
The negative effect of service robots' affective human-likeness on consumer satisfaction in frontline service encounters
Li, You
;
Liang, Zhehao
;
Wang, Yawei
;
Chang, Yaping
- In:
International journal of hospitality management
115
(
2023
),
pp. 1-7
Persistent link: https://www.econbiz.de/10014487592
Saved in:
4
Do contagion cues shape customers' willingness to adopt hospitality service robots?
Kang, Qi
;
Zhou, Lingxu
;
Liu, Jingyu
;
Ran, Yaxuan
- In:
International journal of hospitality management
104
(
2022
),
pp. 1-12
Persistent link: https://www.econbiz.de/10013255956
Saved in:
5
Tech-touch balance in the service encounter : the impact of supplementary human service on consumer responses
Wu, Luorong
;
Fan, Alei
;
Yang, Yang
;
He, Zeya
- In:
International journal of hospitality management
101
(
2022
),
pp. 110
Persistent link: https://www.econbiz.de/10013271321
Saved in:
6
Proactivity or passivity? : an investigation of the effect of service robots' proactive behaviour on customer co-creation intention
Xie, Lishan
;
Liu, Canmian
;
Li, Dongmei
- In:
International journal of hospitality management
106
(
2022
),
pp. 1-12
Persistent link: https://www.econbiz.de/10013383252
Saved in:
7
How should I respond to a complaining customer? : a model of Cognitive-Emotive-Behavioral from the perspective of restaurant service employees
Poh Theng Loo
;
Khoo-Lattimore, Catheryn
;
Huey Chern Boo
- In:
International journal of hospitality management
95
(
2021
),
pp. 1-10
Persistent link: https://www.econbiz.de/10012547701
Saved in:
8
Frontline employee anger in response to customer incivility : antecedents and consequences
Li, Shanshi
;
Zhan, Jueying
;
Cheng, Bao
;
Scott, Noel
- In:
International journal of hospitality management
96
(
2021
),
pp. 1-12
Persistent link: https://www.econbiz.de/10012585684
Saved in:
9
The "mask effect" on the tips that customers leave restaurant servers
Brewster, Zachary W.
;
Gourlay, Kenneth
- In:
International journal of hospitality management
99
(
2021
),
pp. 1-9
Persistent link: https://www.econbiz.de/10013328028
Saved in:
10
Customer-robot interactions : understanding customer experience with service robots
Huang, Dan
;
Chen, Qiurong
;
Huang, Jiahui
;
Kong, Shaojun
; …
- In:
International journal of hospitality management
99
(
2021
),
pp. 1-14
Persistent link: https://www.econbiz.de/10013328076
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