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~isPartOf:"International journal of contemporary hospitality management"
~isPartOf:"Journal of service research"
~language:"eng"
~subject:"Customer service"
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Search: subject_exact:"Technischer Kundendienst"
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Customer service
Kundenservice
47
Dienstleistungsqualität
36
Service quality
36
Customer satisfaction
28
Kundenzufriedenheit
28
Beziehungsmarketing
24
Relationship marketing
24
Consumer behaviour
22
Konsumentenverhalten
22
Dienstleistungssektor
13
Service industry
13
Emotion
11
Beschwerdemanagement
10
Complaint management
10
Arbeitsverhalten
7
Salespeople
7
Verkaufspersonal
7
Work behaviour
7
Services
6
Dienstleistung
5
Hotel industry
5
Hotellerie
5
Tourism employees
5
Tourismusberufe
5
Mobile communications
4
Mobilkommunikation
4
Proactive customer service performance
4
Robot
4
Roboter
4
Service recovery
4
Arbeitskräfte
3
Arbeitszufriedenheit
3
Dienstleistungsmarketing
3
Emotional exhaustion
3
Gastronomie
3
Hospital
3
Intelligence
3
Intelligenz
3
Job satisfaction
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Article
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Groth, Markus
2
Huang, Ming-Hui
2
Subramony, Mahesh
2
Wagner, Tillmann
2
Walsh, Gianfranco
2
Ye, Yijiao
2
Abuelhassan Elshazly Abuelhassan
1
Afaq, Anam
1
Aguilar-Rojas, Oscar
1
AlGassim, Ali
1
Albrecht, Arne Keno
1
Anaya, Gerardo Joel
1
Andzulis, James
1
Auh, Seigyoung
1
Bagozzi, Richard P.
1
Barrot, Christian
1
Beatty, Sharon E.
1
Becker, Jan U.
1
Bennett, Keri
1
Bolton, Lisa E.
1
Bonn, Mark Andrew
1
Borgh, Michel van der
1
Brach, Simon
1
Brady, Michael K.
1
Cai, Ruiying
1
Chang, Feng-hsiang
1
Chen, Kaung-hwa
1
Chen, Shan
1
Chi, Nai-Wen
1
Cho, Meehee
1
Choi, Laee
1
Choi, Sungwoo
1
Chow, Cheris W. C.
1
Danatzis, Ilias
1
Deng, Xincai
1
Fandos-Herrera, Carmina
1
Feng, Jie
1
Fennell, Patrick B.
1
Field, Joy M.
1
Filieri, Raffaele
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International journal of contemporary hospitality management
Journal of service research
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
Journal of service research : JSR
36
The service industries journal
33
Journal of service management
30
Psychology & marketing
20
Services marketing quarterly
20
International journal of services and operations management
19
Journal of hospitality marketing & management
17
Journal of retailing
17
Managing service quality : MSQ ; an international journal
17
Journal of service theory and practice
16
Journal of the Academy of Marketing Science
15
Journal of air transport management
14
Journal of service theory and practice : JSTP
14
Service business
14
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
International journal of business and economics
10
Management science : journal of the Institute for Operations Research and the Management Sciences
10
The journal of business & industrial marketing
10
European journal of operational research : EJOR
9
Harvard business review : HBR
9
International journal of consumer studies
9
International journal of services, economics and management
9
Journal of travel and tourism marketing
9
Business horizons
8
International journal of quality & reliability management
8
International journal of retail & distribution management
8
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ECONIS (ZBW)
47
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1
Stopping the spread : how blame attributions drive customer-to-customer misbehavior contagion and what frontline employees can do to curb it
Danatzis, Ilias
;
Möller-Herm, Jana
- In:
Journal of service research
26
(
2023
)
3
,
pp. 459-475
Persistent link: https://www.econbiz.de/10014326009
Saved in:
2
A cross-national service strategy to manage product returns : e-tailers' return policies and the legitimating role of the institutional environment
Gäthke, Jana
;
Gelbrich, Katja
;
Chen, Shan
- In:
Journal of service research
25
(
2022
)
3
,
pp. 402-421
Persistent link: https://www.econbiz.de/10013395973
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
Do customer discounts affect frontline employees?
Troebs, Cord-Christian
;
Wagner, Tillmann
;
Herzog, Walter
- In:
Journal of service research
24
(
2021
)
3
,
pp. 390-404
Persistent link: https://www.econbiz.de/10012592945
Saved in:
6
Putting data privacy regulation into action : the differential capabilities of service frontline interfaces
Steinhoff, Lena
;
Martin, Kelly D.
- In:
Journal of service research
26
(
2023
)
3
,
pp. 330-350
Persistent link: https://www.econbiz.de/10014325992
Saved in:
7
Not my circus, not my monkeys? : frontline employee perceptions of customer deviant behaviors and service firms' guardianship policies
Fennell, Patrick B.
;
Lorenz, Melanie P.
;
Hall, Kristina …
- In:
Journal of service research
26
(
2023
)
3
,
pp. 422-440
Persistent link: https://www.econbiz.de/10014325997
Saved in:
8
Can customer participation promote hospitality frontline employees' extra-role service behavior?
Xu, Angela J.
;
Zhu, Ting Ting
;
Loi, Raymond
;
Chow, …
- In:
International journal of contemporary hospitality management
35
(
2023
)
1
,
pp. 218-234
Persistent link: https://www.econbiz.de/10013546042
Saved in:
9
Killing the service fire : leader aggressive humour undermines hospitality employees' proactive customer service performance
Sun, Zhuanzhuan
;
He, Yanzhen
;
Liu, Xiao-Xiao
;
Ye, Yijiao
- In:
International journal of contemporary hospitality management
35
(
2023
)
3
,
pp. 933-950
Persistent link: https://www.econbiz.de/10013546094
Saved in:
10
Social CRM : linking the dots of customer service and customer loyalty during COVID-19 in the hotel industry
Afaq, Anam
;
Gaur, Loveleen
;
Singh, Gurmeet
- In:
International journal of contemporary hospitality management
35
(
2023
)
3
,
pp. 992-1009
Persistent link: https://www.econbiz.de/10013546105
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