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~isPartOf:"International journal of quality and service sciences"
~isPartOf:"Journal of retailing"
~isPartOf:"Management science : journal of the Institute for Operations Research and the Management Sciences"
~isPartOf:"The journal of business & industrial marketing"
~type_genre:"Aufsatz in Zeitschrift"
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Search: subject:"Nachkaufmarketing"
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Customer service
49
Kundenservice
49
Dienstleistungsqualität
21
Service quality
21
Customer satisfaction
20
Kundenzufriedenheit
20
Consumer behaviour
18
Konsumentenverhalten
18
Beziehungsmarketing
17
Relationship marketing
17
Beschwerdemanagement
14
Complaint management
14
Einzelhandel
8
Retail trade
8
B-to-B-Marketing
5
Business-to-business marketing
5
Online retailing
5
Online-Handel
5
Dienstleistungssektor
4
Lieferantenmanagement
4
Salespeople
4
Service failure
4
Service industry
4
Supplier relationship management
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Verkaufspersonal
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Contract theory
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E-commerce
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Electronic Commerce
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Frontline employees
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Leistungsmotivation
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Lieferkette
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Product quality
3
Product returns
3
Produktqualität
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Supply chain
3
Vertragstheorie
3
Work motivation
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Aerospace industry
2
After-sales service
2
Arbeitsverhalten
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Article
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Aufsatz in Zeitschrift
Article in journal
49
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English
49
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Kim, Sang Hyun
3
Cohen, Morris A.
2
Gustafsson, Anders
2
Netessine, Serguei
2
Aburawi, Izidean
1
Ahasanul Haque
1
Alejandro, Thomas G. Brashear
1
Allaway, Arthur
1
Angell, Robert J.
1
Arefi, Majid Feyz
1
Arun Kumar Tarofder
1
Azam, S. M. Ferdous
1
Bakshi, Nitin
1
Bask, Anu
1
Bellos, Ioannis
1
Boles, James S.
1
Bolton, Ruth N.
1
Boyd, Eric
1
Brady, Michael K.
1
Breazeale, Michael J.
1
Buell, Ryan W.
1
Böttcher, Martin
1
Calantone, Roger J.
1
Cambra-Fierro, Jesus
1
Campbell, Dennis W.
1
Campos, Jose Antonio
1
Caruelle, Delphine
1
Chacko, Dony Peter
1
Chebat, Jean-Charles
1
Chen, Lin
1
Chiang, Jeongwen
1
Cho, Soo-Haeng
1
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1
Confente, Ilenia
1
Coughlan, Anne T.
1
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1
D'Souza, Giles
1
Dahlén, Micael
1
Dahm, Martin
1
Danaher, Tracey S.
1
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International journal of quality and service sciences
Journal of retailing
Management science : journal of the Institute for Operations Research and the Management Sciences
The journal of business & industrial marketing
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
Journal of service research
24
International journal of contemporary hospitality management
23
Psychology & marketing
20
Services marketing quarterly
20
International journal of services and operations management
19
Journal of hospitality marketing & management
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
Harvard-Business-Manager : das Wissen der Besten
13
Industrial marketing management : the international journal for industrial and high-tech firms
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
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
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ECONIS (ZBW)
49
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49
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date (oldest first)
1
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:
2
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:
3
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:
4
Putting the "service" into B2B marketing : key developments in service research and their relevance for B2B
Wirtz, Jochen
;
Kowalkowski, Christian
- In:
The journal of business & industrial marketing
38
(
2023
)
2
,
pp. 272-289
Persistent link: https://www.econbiz.de/10013539114
Saved in:
5
Customer prioritization, product complexity and business ties : implications for job stress and customer service performance
Yeniaras, Volkan
;
Kaya, Ilker
- In:
The journal of business & industrial marketing
37
(
2022
)
2
,
pp. 417-432
Persistent link: https://www.econbiz.de/10012798432
Saved in:
6
The role of switching cost in the e-service recovery framework among banking customers
Jose, Ajay
;
Mathew, Sonia
;
Rejikumar G.
;
Chacko, Dony Peter
- In:
International journal of quality and service sciences
14
(
2022
)
1
,
pp. 86-109
Persistent link: https://www.econbiz.de/10012884465
Saved in:
7
Service recovery in unaffected consumers : evidence of a recovery paradox
Wardley, Marcus
- In:
International journal of quality and service sciences
14
(
2022
)
1
,
pp. 121-132
Persistent link: https://www.econbiz.de/10012884467
Saved in:
8
From managing customers to joint venturing with customers : co-creating service value in the digital age
Falkenreck, Christine
;
Wagner, Ralf
- In:
The journal of business & industrial marketing
37
(
2022
)
3
,
pp. 643-656
Persistent link: https://www.econbiz.de/10013165201
Saved in:
9
After-sales service shaping assortment satisfaction and online repatronage intention in the backdrop of social influence
Verma, Pranay
- In:
International journal of quality and service sciences
14
(
2022
)
4
,
pp. 595-614
Persistent link: https://www.econbiz.de/10013454244
Saved in:
10
Information search and product returns across mobile and traditional online channels
Zhang, Yufei
;
Voorhees, Clay M.
;
Chen, Lin
;
Chiang, Jeongwen
- In:
Journal of retailing
98
(
2022
)
2
,
pp. 260-276
Persistent link: https://www.econbiz.de/10013364282
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