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~isPartOf:"International journal of services and operations management"
~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"
~subject:"Kundenzufriedenheit"
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Search: subject:"Nachkaufmarketing"
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Kundenzufriedenheit
Customer service
56
Kundenservice
56
Dienstleistungsqualität
23
Service quality
23
Customer satisfaction
20
Beziehungsmarketing
19
Relationship marketing
19
Consumer behaviour
16
Konsumentenverhalten
16
Beschwerdemanagement
11
Complaint management
11
Einzelhandel
9
Retail trade
9
B-to-B-Marketing
5
Business-to-business marketing
5
Lieferantenmanagement
5
Salespeople
5
Supplier relationship management
5
Verkaufspersonal
5
Business process management
4
Customer value
4
Dienstleistungssektor
4
Kundenwert
4
Online retailing
4
Online-Handel
4
Prozessmanagement
4
Service industry
4
Contract theory
3
Dienstleistung
3
Frontline employees
3
Leistungsmotivation
3
Lieferkette
3
Mobile communications
3
Mobilkommunikation
3
Product quality
3
Product returns
3
Produktqualität
3
Queueing theory
3
Services
3
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Article
20
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20
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20
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English
20
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Gustafsson, Anders
2
Azilah Kasim
1
Bellos, Ioannis
1
Bolton, Ruth N.
1
Buell, Ryan W.
1
Cambra-Fierro, Jesus
1
Campbell, Dennis W.
1
Caruelle, Delphine
1
Chinchilla, Andrés
1
Cobelli, Nicola
1
Confente, Ilenia
1
Dahlén, Micael
1
Daskin, Mustafa
1
Falkenreck, Christine
1
Frei, Frances X.
1
Fumagalli, Elena
1
Ganesan, Shankar
1
Gerpott, Torsten J.
1
Gligor, David M.
1
Gremler, Dwayne D.
1
Grewal, Dhruv
1
Gwinner, Kevin P.
1
Hess, Ronald L.
1
Holmqvist, Jonas
1
Huiskonen, Janne
1
Jayawardhena, Chanaka
1
Karppinen, Henri
1
Klein, Noreen M.
1
Lervik-Olsen, Line
1
Li, Yi
1
Lunardo, Renaud
1
Madero, Sergio
1
Maxham, James G., III.
1
Melero, Iguacel
1
Negi, Rakshit
1
Netemeyer, Richard G.
1
Pekkola, Sanna
1
Roggeveen, Anne L.
1
Russo, Ivan
1
Seppänen, Kaisa
1
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International journal of services and operations management
Journal of retailing
Management science : journal of the Institute for Operations Research and the Management Sciences
The journal of business & industrial marketing
Journal of retailing and consumer services
47
The journal of services marketing
46
International journal of hospitality management
42
Journal of business research : JBR
34
Journal of service research : JSR
18
Journal of service research
15
The service industries journal
14
International journal of contemporary hospitality management
13
Journal of hospitality marketing & management
13
Journal of service management
11
Journal of service theory and practice
11
Services marketing quarterly
11
Service business
10
The TQM journal : the international review of organizational improvement
10
Journal of service theory and practice : JSTP
9
International journal of business and economics
8
Managing service quality : MSQ ; an international journal
8
Psychology & marketing
8
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
8
European journal of marketing
7
Journal of air transport management
7
Journal of the Academy of Marketing Science
7
European journal of marketing : EJM
6
International journal of quality and service sciences
6
International journal of services, economics and management
6
Journal of travel and tourism marketing
6
The Cornell hospitality quarterly
6
Asia Pacific journal of marketing and logistics
5
Cogent business & management
5
European research studies
5
International journal of operations & production management : IJOPM ; the official journal of the European Operations Management Association, EUROMA
5
International journal of production economics
5
International journal of productivity and quality management : IJPQM
5
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
5
Marketing letters : a journal of research in marketing
5
Tourism management perspectives : TMP
5
Australasian marketing journal
4
Benchmarking : an international journal ; BIJ
4
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ECONIS (ZBW)
20
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20
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1
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:
2
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:
3
Managing a global retail brand in different markets : meta-analyses of customer responses to service encounters
Bolton, Ruth N.
;
Gustafsson, Anders
;
Tarasi, Crina O.
; …
- In:
Journal of retailing
98
(
2022
)
2
,
pp. 294-314
Persistent link: https://www.econbiz.de/10013364286
Saved in:
4
Spoiled rotten : how and when discontinuation of repetitive and regular delight offers increases customer desire for revenge
Li, Yi
;
Fumagalli, Elena
- In:
Journal of retailing
98
(
2022
)
3
,
pp. 412-431
Persistent link: https://www.econbiz.de/10013426728
Saved in:
5
The customer may not always be right : customer compatibility and service performance
Buell, Ryan W.
;
Campbell, Dennis W.
;
Frei, Frances X.
- In:
Management science : journal of the Institute for …
67
(
2021
)
3
,
pp. 1468-1488
Persistent link: https://www.econbiz.de/10012505994
Saved in:
6
Service design for a holistic customer experience : a process framework
Bellos, Ioannis
- In:
Management science : journal of the Institute for …
67
(
2021
)
3
,
pp. 1718-1736
Persistent link: https://www.econbiz.de/10012506026
Saved in:
7
The language backfire effect : how frontline employees decrease customer satisfaction through language use
Holmqvist, Jonas
;
Van Vaerenbergh, Yves
;
Lunardo, Renaud
; …
- In:
Journal of retailing
95
(
2019
)
2
,
pp. 115-129
Persistent link: https://www.econbiz.de/10012102960
Saved in:
8
The facilitating dynamic of customer-employee satisfaction : contributions from the person-centred approach to service encounters
Chinchilla, Andrés
;
Sepúlveda, César J.
;
Madero, Sergio
- In:
International journal of services and operations management
32
(
2019
)
3
,
pp. 339-361
Persistent link: https://www.econbiz.de/10012009018
Saved in:
9
The combined effect of product returns experience and switching costs on B2B customer re-purchase intent
Russo, Ivan
;
Confente, Ilenia
;
Gligor, David M.
; …
- In:
The journal of business & industrial marketing
32
(
2017
)
5
,
pp. 664-676
Persistent link: https://www.econbiz.de/10011692481
Saved in:
10
Exploring the impact of service recovery on customer affection, perceived value, and sabotaging behaviour : does gender make a difference?
Daskin, Mustafa
;
Azilah Kasim
- In:
International journal of services and operations management
23
(
2016
)
4
,
pp. 467-485
Persistent link: https://www.econbiz.de/10011588653
Saved in:
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