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~isPartOf:"International journal of contemporary hospitality management"
~isPartOf:"Journal of air transport management"
~isPartOf:"Journal of hospitality marketing & management"
~isPartOf:"Journal of retailing"
~isPartOf:"Management science : journal of the Institute for Operations Research and the Management Sciences"
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Search: subject:"Nachkaufmarketing"
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Customer service
81
Kundenservice
81
Dienstleistungsqualität
53
Service quality
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Customer satisfaction
44
Kundenzufriedenheit
44
Consumer behaviour
38
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Arbeitszufriedenheit
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Kim, Sang Hyun
3
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Netessine, Serguei
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International journal of contemporary hospitality management
Journal of air transport management
Journal of hospitality marketing & management
Journal of retailing
Management science : journal of the Institute for Operations Research and the Management Sciences
The journal of services marketing
75
Journal of retailing and consumer services
74
International journal of hospitality management
70
Journal of business research : JBR
57
SpringerLink / Bücher
38
Journal of service research : JSR
36
The service industries journal
33
Journal of service management
30
Journal of service research
24
Psychology & marketing
20
Services marketing quarterly
20
International journal of services and operations management
19
Gabler Edition Wissenschaft
17
Managing service quality : MSQ ; an international journal
17
Journal of service theory and practice
16
Journal of the Academy of Marketing Science
15
Europäische Hochschulschriften / 5
14
Journal of service theory and practice : JSTP
14
Service business
14
Harvard-Business-Manager : das Wissen der Besten
13
Springer eBook Collection / Business and Economics
13
Aftersales in der Automobilwirtschaft : Konzepte für Ihren Erfolg
12
Die Zukunft des Customer Service : Analysen, Strategien, Konzeptionen
12
Industrial marketing management : the international journal for industrial and high-tech firms
12
International journal of quality and service sciences
12
International journal of operations & production management : IJOPM ; the official journal of the European Operations Management Association, EUROMA
11
International journal of production economics
11
Journal of marketing
11
The TQM journal : the international review of organizational improvement
11
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
11
Tourism management : research, policies, practice
11
European journal of marketing : EJM
10
Hybride Wertschöpfung : mobile Anwendungssysteme für effiziente Dienstleistungsprozesse im technischen Kundendienst
10
International journal of business and economics
10
The journal of business & industrial marketing
10
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ECONIS (ZBW)
81
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1
Customer delight, engagement, experience, value co-creation, place identity, and revisit intention : a new conceptual framework
Shoukat, Muhammad Haroon
;
Ramkissoon, Haywantee
- In:
Journal of hospitality marketing & management
31
(
2022
)
6
,
pp. 757-775
Persistent link: https://www.econbiz.de/10013327890
Saved in:
2
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:
3
Toward a framework for perceived yuanfen in the accommodation service encounter : a grounded theory study
Tang, Xiangjie
;
Fong, Lawrence Hoc Nang
;
So, Amy Siu Ian
- In:
International journal of contemporary hospitality management
36
(
2024
)
1
,
pp. 155-181
Persistent link: https://www.econbiz.de/10014483406
Saved in:
4
"Going the extra mile" : an integrative model of customer delight
Kim, Soyeon
;
Kim, Mi Ran
;
Choi, Laee
- In:
International journal of contemporary hospitality management
36
(
2024
)
4
,
pp. 1193-1212
Persistent link: https://www.econbiz.de/10014483819
Saved in:
5
Multiple psychological climates and employee self-regulatory focus : implications for frontline employee work behavior and service performance
Sok, Keo Mony
;
Danaher, Tracey S.
;
Sok, Phyra
- In:
Journal of retailing
99
(
2023
)
2
,
pp. 228-246
Persistent link: https://www.econbiz.de/10014321977
Saved in:
6
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:
7
How and why (imagined) online reviews impact frontline retail encounters
Marder, Ben
;
Angell, Robert J.
;
Boyd, Eric
- In:
Journal of retailing
99
(
2023
)
2
,
pp. 265-279
Persistent link: https://www.econbiz.de/10014321993
Saved in:
8
Antecedents of proactive customer service performance in hospitality : a meta-analysis
Yan, Zhen
;
Mansor, Zuraina Dato’
;
Choo, Wei Chong
- In:
Journal of hospitality marketing & management
32
(
2023
)
4
,
pp. 505-529
Persistent link: https://www.econbiz.de/10014281028
Saved in:
9
Responding to negative reviews? : the interplay of management response strategy and service failure type
Salehi-Esfahani, Saba
;
Torres, Edwin
;
Hua, Nan
- In:
Journal of hospitality marketing & management
32
(
2023
)
1
,
pp. 29-49
Persistent link: https://www.econbiz.de/10013545802
Saved in:
10
Sexual orientation identity matters : lesbian, gay, and bi-sexual customers’ perceptions of service encounters
Ro, Heejung
- In:
Journal of hospitality marketing & management
32
(
2023
)
1
,
pp. 75-94
Persistent link: https://www.econbiz.de/10013545807
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