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~isPartOf:"International journal of electronic customer relationship management : IJECRM"
~isPartOf:"Journal of service management"
~isPartOf:"Services marketing quarterly"
~subject:"Kundenservice"
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Search: subject_exact:"Beziehungsmarketing"
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Kundenservice
Beziehungsmarketing
345
Relationship marketing
336
Konsumentenverhalten
137
Consumer behaviour
135
Customer satisfaction
112
Kundenzufriedenheit
112
Dienstleistungsqualität
107
Service quality
105
E-commerce
42
Electronic Commerce
42
Customer integration
36
Kundenintegration
36
Social Web
32
Social web
32
Dienstleistungssektor
25
Service industry
25
Confidence
24
Vertrauen
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customer relationship management
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Kundenwert
22
Customer value
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Services
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Brand management
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Dienstleistung
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Markenführung
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USA
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United States
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Betriebliche Wertschöpfung
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Brand image
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CRM
18
Markenimage
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Value creation
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Customer service
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Dienstleistungsmarketing
17
Einzelhandel
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Online-Handel
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Retail trade
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Services marketing
17
customer satisfaction
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Edvardsson, Bo
2
Tronvoll, Bård
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Casidy, Riza
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Clouse, Shawn F.
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Mattila, Anna S.
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International journal of electronic customer relationship management : IJECRM
Journal of service management
Services marketing quarterly
The journal of services marketing
39
Journal of retailing and consumer services
35
Journal of business research : JBR
31
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
International journal of contemporary hospitality management
10
Journal of service theory and practice
10
Journal of service theory and practice : JSTP
10
Managing service quality : MSQ ; an international journal
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
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)
17
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1
Service agent driven co-created caring in chat-based customer service encounters
Heinonen, Johanna
;
Sthapit, Erose
- In:
Services marketing quarterly
45
(
2024
)
1
,
pp. 1-24
Persistent link: https://www.econbiz.de/10014513536
Saved in:
2
A meta-analysis of the impact of customer mistreatment on service employees' affective, attitudinal and behavioral outcomes
Wu, Yu
;
Groth, Markus
;
Zhang, Kaixin
;
Minbashian, Amirali
- In:
Journal of service management
34
(
2023
)
5
,
pp. 896-940
Persistent link: https://www.econbiz.de/10014456504
Saved in:
3
Customer acceptance of frontline service robots in retail banking : a qualitative approach
Amelia, Amelia
;
Mathies, Christine
;
Patterson, Paul G.
- In:
Journal of service management
33
(
2022
)
2
,
pp. 321-341
Persistent link: https://www.econbiz.de/10012880728
Saved in:
4
Future research direction for customer satisfaction in relation to complaint handling and service recovery in e-commerce
Kumari, Parveen
;
Kumar, Satinder
- In:
International journal of electronic customer …
12
(
2020
)
3
,
pp. 191-204
Persistent link: https://www.econbiz.de/10012509217
Saved in:
5
Toward an improved understanding of online customer service delivery to millennials
Hodge, Sharon K.
;
Honeycutt, Earl D.
;
Shipley, Danica
- In:
Services marketing quarterly
40
(
2019
)
1
,
pp. 33-47
Persistent link: https://www.econbiz.de/10012179154
Saved in:
6
Examining the role of customer self-efficacy in service encounters
Tam, Jackie L. M.
- In:
Services marketing quarterly
40
(
2019
)
4
,
pp. 269-284
Persistent link: https://www.econbiz.de/10012179186
Saved in:
7
Service recovery, justice perception, and forgiveness : the "other customers" perspectives
Shin, Hyunju
;
Casidy, Riza
;
Mattila, Anna S.
- In:
Services marketing quarterly
39
(
2018
)
1
,
pp. 1-21
Persistent link: https://www.econbiz.de/10011804112
Saved in:
8
Scoring more after service failures : why do customers overclaim?
Khantimirov, Denis
- In:
Services marketing quarterly
39
(
2018
)
2
,
pp. 124-139
Persistent link: https://www.econbiz.de/10011859504
Saved in:
9
Receiving, recording, and responding to customer complaints : the effects of formalizing customer complaint handling policies in retail firms
Shooshtari, Nader H.
;
Stan, Simona
;
Clouse, Shawn F.
- In:
Services marketing quarterly
39
(
2018
)
3
,
pp. 225-239
Persistent link: https://www.econbiz.de/10011940195
Saved in:
10
Poor and rich customers in the service encounter
Söderlund, Magnus
- In:
Journal of service management
28
(
2017
)
2
,
pp. 265-283
Persistent link: https://www.econbiz.de/10011704037
Saved in:
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