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~isPartOf:"International journal of operations & production management : IJOPM ; the official journal of the European Operations Management Association, EUROMA"
~isPartOf:"Journal of service management"
~isPartOf:"Service business"
~subject:"Relationship marketing"
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Relationship marketing
Customer service
55
Kundenservice
55
Dienstleistungsqualität
37
Service quality
37
Customer satisfaction
26
Kundenzufriedenheit
26
Beziehungsmarketing
19
Consumer behaviour
15
Konsumentenverhalten
15
Robot
11
Roboter
11
Beschwerdemanagement
10
Complaint management
10
Dienstleistungssektor
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Service industry
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Dienstleistung
8
Services
8
Service robots
7
Arbeitsverhalten
6
Work behaviour
6
Arbeitszufriedenheit
5
Emotion
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Job satisfaction
5
Salespeople
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Verkaufspersonal
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Arbeitskräfte
4
Leistungsmotivation
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Service encounter
4
Service operations
4
Service recovery
4
Work motivation
4
Workforce
4
Artificial intelligence
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Call centre
3
Callcenter
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Customer integration
3
Einzelhandel
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Kundenintegration
3
Künstliche Intelligenz
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Edvardsson, Bo
2
Tronvoll, Bård
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Aa, Zanna van der
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Amelia, Amelia
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Becker, Marc
1
Bloemer, Johanna M.
1
Chen, Yuan
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Costers, Annelies
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Ellinger, Alexander E.
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Elmadağ Baş, Ayşe Banu
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Gilboa, Shaked
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Groth, Markus
1
Henseler, Jörg
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Kumar, J. Ajith
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Lee, Donhee
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Lee, Sang M.
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Li, Xiaodong
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Lin, Cheng-Yu
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Lin, Jiun-Sheng Chris
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Lustrato, Paola
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Mahr, Dominik
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Marshall, Roger
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Mathies, Christine
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Minbashian, Amirali
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Odekerken-Schröder, Gaby
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International journal of operations & production management : IJOPM ; the official journal of the European Operations Management Association, EUROMA
Journal of service management
Service business
Industrial marketing management : the international journal for industrial and high-tech firms
43
Journal of business research : JBR
40
The journal of services marketing
39
Journal of retailing and consumer services
38
International journal of hospitality management
31
The journal of personal selling & sales management : JPSSM
25
SpringerLink / Bücher
17
The journal of business & industrial marketing
17
Journal of service research : JSR
16
The service industries journal
16
Journal of service research
14
Journal of the Academy of Marketing Science
14
Journal of marketing
13
Journal of personal selling & sales management
12
International journal of contemporary hospitality management
10
Journal of service theory and practice
10
Journal of service theory and practice : JSTP
10
Services marketing quarterly
10
Managing service quality : MSQ ; an international journal
9
International journal of business and economics
8
International journal of services and operations management
8
Manufacturing & service operations management : M & SOM
8
European journal of marketing
7
European journal of marketing : EJM
7
Journal of retailing
7
Psychology & marketing
7
Business horizons
6
Gabler Edition Wissenschaft
6
Journal of business-to-business marketing
6
Journal of hospitality marketing & management
6
Journal of research in interactive marketing : interactive marketing and computer-mediated communication
6
Journal of strategic marketing
6
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
6
International journal of consumer studies
5
International journal of quality and service sciences
5
International journal of services and standards
5
International journal of services, economics and management
5
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ECONIS (ZBW)
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1
Customer comfort during service robot interactions
Becker, Marc
;
Mahr, Dominik
;
Odekerken-Schröder, Gaby
- In:
Service business
17
(
2023
)
1
,
pp. 137-165
Persistent link: https://www.econbiz.de/10014282882
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
"Untact" : a new customer service strategy in the digital age
Lee, Sang M.
;
Lee, Donhee
- In:
Service business
14
(
2020
)
1
,
pp. 1-22
Persistent link: https://www.econbiz.de/10012172751
Saved in:
5
Customer compliance with employee fuzzy requests in service encounters : a self-determination theory perspective
Teng, Teng
;
Zhang, Shengliang
;
Li, Xiaodong
;
Chen, Yuan
- In:
Service business
14
(
2020
)
2
,
pp. 217-240
Persistent link: https://www.econbiz.de/10012304231
Saved in:
6
How to boost frontline employee service recovery performance : the role of cultural intelligence
Costers, Annelies
;
Van Vaerenbergh, Yves
;
Van den …
- In:
Service business
13
(
2019
)
3
,
pp. 581-602
Persistent link: https://www.econbiz.de/10012124374
Saved in:
7
Alleviating job stress to improve service employee work affect : the influence of rewarding
Elmadağ Baş, Ayşe Banu
;
Ellinger, Alexander E.
- In:
Service business
12
(
2018
)
1
,
pp. 121-141
Persistent link: https://www.econbiz.de/10011915029
Saved in:
8
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:
9
Measurement scales for technology-generated customer contact
Rudran, Raghunath
;
Kumar, J. Ajith
- In:
International journal of operations & production …
37
(
2017
)
5
,
pp. 534-556
Persistent link: https://www.econbiz.de/10011661472
Saved in:
10
The influence of service employees' nonverbal communication on customer-employee rapport in the service encounter
Lin, Cheng-Yu
;
Lin, Jiun-Sheng Chris
- In:
Journal of service management
28
(
2017
)
1
,
pp. 107-132
Persistent link: https://www.econbiz.de/10011654999
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