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~isPartOf:"International journal of contemporary hospitality management"
~isPartOf:"Journal of service theory and practice"
~subject:"Beziehungsmarketing"
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Beziehungsmarketing
Customer service
39
Kundenservice
39
Dienstleistungsqualität
33
Service quality
33
Customer satisfaction
24
Kundenzufriedenheit
24
Relationship marketing
20
Consumer behaviour
18
Konsumentenverhalten
18
Beschwerdemanagement
12
Complaint management
12
Emotion
9
Service recovery
7
Dienstleistungssektor
6
Hotel industry
6
Hotellerie
6
Service industry
6
Arbeitsverhalten
5
Services
5
Stress
5
Tourism employees
5
Tourismusberufe
5
Work behaviour
5
Work stress
5
Dienstleistung
4
Emotional exhaustion
4
Proactive customer service performance
4
Salespeople
4
Service failure
4
Verkaufspersonal
4
Arbeitszufriedenheit
3
Emotional labor
3
Gastronomie
3
Hospital
3
Job satisfaction
3
Krankenhaus
3
Mobile communications
3
Mobilkommunikation
3
Performance measurement
3
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English
20
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Afaq, Anam
1
Aguilar-Rojas, Oscar
1
Ahmadi, Zahra
1
Anaya, Gerardo Joel
1
Beatty, Sharon E.
1
Blümel, Jan Hendrik
1
Bohné, Thomas
1
Cai, Ruiying
1
Chang, Feng-hsiang
1
Chatha, Kamran Ali
1
Chen, Kaung-hwa
1
Choi, Laee
1
Chow, Cheris W. C.
1
Cui, Jinsheng
1
Di Bernardo, Irene
1
Edström, Andreas
1
Fandos-Herrera, Carmina
1
Flavián Blanco, Carlos
1
Fu, Xiaoxiao
1
Gaur, Loveleen
1
Gillson, Stephanie T.
1
Guo, Zhaoyang
1
Gursoy, Dogan
1
Holvoet, Sofie
1
Huang, Zhuowei
1
Hyun, Sunghyup Sean
1
Høgevold, Nils
1
Jajja, Muhammad Shakeel Sadiq
1
Jeon, Sang Mi
1
Kim, Insin
1
Kim, Mi Ran
1
Kim, Soyeon
1
Li, Weiwen
1
Li, Yi
1
Lin, Liming
1
Loi, Raymond
1
Lyu, Yijing
1
Magnini, Vincent P.
1
Mele, Cristina
1
Miao, Li
1
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International journal of contemporary hospitality management
Journal of service theory and practice
The journal of services marketing
39
Journal of retailing and consumer services
35
Journal of business research : JBR
32
International journal of hospitality management
30
The service industries journal
16
Journal of service research : JSR
15
Journal of service research
14
SpringerLink / Bücher
12
Journal of service theory and practice : JSTP
10
Managing service quality : MSQ ; an international journal
9
Services marketing quarterly
9
International journal of business and economics
8
Journal of marketing
8
Journal of the Academy of Marketing Science
8
Service business
8
International journal of services and operations management
7
Journal of retailing
7
Gabler Edition Wissenschaft
6
Journal of hospitality marketing & management
6
Journal of service management
6
Psychology & marketing
6
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
6
European journal of marketing
5
European journal of marketing : EJM
5
International journal of consumer studies
5
International journal of operations & production management : IJOPM ; the official journal of the European Operations Management Association, EUROMA
5
International journal of quality and service sciences
5
International journal of services and standards
5
Journal of travel and tourism marketing
5
Manufacturing & service operations management : M & SOM
5
Marketing : ZFP ; journal of research and management
5
The TQM journal : the international review of organizational improvement
5
Business horizons
4
Business process management journal
4
Europäische Hochschulschriften / 5
4
Harvard-Business-Manager : das Wissen der Besten
4
Industrial marketing management : the international journal for industrial and high-tech firms
4
International journal of services, economics and management
4
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ECONIS (ZBW)
20
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20
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1
Serving customers through chatbots : positive and negative effects on customer experience
Ranieri, Angelo
;
Di Bernardo, Irene
;
Mele, Cristina
- In:
Journal of service theory and practice
34
(
2024
)
2
,
pp. 191-215
Persistent link: https://www.econbiz.de/10014526066
Saved in:
2
Where service recovery meets its paradox : implications for avoiding overcompensation
Edström, Andreas
;
Nylander, Beatrice
;
Molin, Jonas
; …
- In:
Journal of service theory and practice
32
(
2022
)
7
,
pp. 1-13
Persistent link: https://www.econbiz.de/10013485922
Saved in:
3
"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:
4
Personal touch in digital customer service : a conceptual framework of relational personalization for conversational AI
Blümel, Jan Hendrik
;
Zaki, Mohamed
;
Bohné, Thomas
- In:
Journal of service theory and practice
34
(
2024
)
1
,
pp. 33-65
Persistent link: https://www.econbiz.de/10014525998
Saved in:
5
Organizational practices to co-create value with family members engaged in service journeys of their loved ones
Verleye, Katrien
;
Holvoet, Sofie
- In:
Journal of service theory and practice
34
(
2024
)
2
,
pp. 319-340
Persistent link: https://www.econbiz.de/10014526078
Saved in:
6
Antecedents and consequences of effective customer participation : the role of customer education and service modularity
Shah, Syed Aamir Ali
;
Jajja, Muhammad Shakeel Sadiq
; …
- In:
Journal of service theory and practice
33
(
2023
)
5
,
pp. 697-720
Persistent link: https://www.econbiz.de/10014339773
Saved in:
7
FLEs' concerns with misbehaving customers in the time of COVID and beyond
Gillson, Stephanie T.
;
Beatty, Sharon E.
;
Northington, …
- In:
Journal of service theory and practice
33
(
2023
)
6
,
pp. 771-796
Persistent link: https://www.econbiz.de/10014448092
Saved in:
8
Understanding the role of customer incivility and supervisor monitoring in the relationship between customer orientation and frontline employees' emotional exhaustion
Xie, Fang
;
Zhang, Xufan
;
Ye, Jing
;
Zhou, Lulu
;
Zhang, …
- In:
Journal of service theory and practice
33
(
2023
)
6
,
pp. 797-819
Persistent link: https://www.econbiz.de/10014448096
Saved in:
9
When frontline robots emerge: the double-edged-sword effect of anticipated trust on intention to switch brands after service failure
Cui, Jinsheng
;
Zhang, Mengwei
;
Zhong, Jianan
- In:
Journal of service theory and practice
33
(
2023
)
6
,
pp. 842-872
Persistent link: https://www.econbiz.de/10014448129
Saved in:
10
Customer acceptance of service robots under different service settings
Li, Yi
;
Wang, Chongli
;
Song, Bo
- In:
Journal of service theory and practice
33
(
2023
)
1
,
pp. 46-71
Persistent link: https://www.econbiz.de/10014301940
Saved in:
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