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~isPartOf:"International journal of services and operations management"
~subject:"Customer satisfaction"
~subject:"Emotion"
~subject:"Online retailing"
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Customer satisfaction
Emotion
Online retailing
Customer service
19
Kundenservice
19
Dienstleistungsqualität
10
Service quality
10
Beziehungsmarketing
7
Relationship marketing
7
Kundenzufriedenheit
6
Consumer behaviour
4
Konsumentenverhalten
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Mobile communications
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Mobilkommunikation
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Beschwerdemanagement
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Business process management
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Call centre
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Callcenter
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Complaint management
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Customer value
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Kundenwert
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Performance measurement
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Performance-Messung
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service operations
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Azilah Kasim
1
Chinchilla, Andrés
1
Daskin, Mustafa
1
Gerpott, Torsten J.
1
Huiskonen, Janne
1
Karppinen, Henri
1
Madero, Sergio
1
Negi, Rakshit
1
Pekkola, Sanna
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Seppänen, Kaisa
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Sepúlveda, César J.
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Ukko, Juhani
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International journal of services and operations management
Journal of retailing and consumer services
57
The journal of services marketing
50
International journal of hospitality management
48
Journal of business research : JBR
37
Journal of service research : JSR
21
International journal of contemporary hospitality management
17
Journal of service research
17
Journal of hospitality marketing & management
14
The service industries journal
14
Journal of service management
13
Journal of service theory and practice
13
Psychology & marketing
13
Journal of retailing
12
Journal of service theory and practice : JSTP
11
Service business
11
Services marketing quarterly
11
The TQM journal : the international review of organizational improvement
10
International journal of business and economics
8
Managing service quality : MSQ ; an international journal
8
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
8
European journal of marketing
7
International journal of quality and service sciences
7
Journal of air transport management
7
Journal of the Academy of Marketing Science
7
SpringerLink / Bücher
7
The Cornell hospitality quarterly
7
Cogent business & management
6
European journal of marketing : EJM
6
International journal of services, economics and management
6
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
6
Journal of travel and tourism marketing
6
Academy of Management journal : AMJ
5
Asia Pacific journal of marketing and logistics
5
Business horizons
5
European research studies
5
Industrial marketing management : the international journal for industrial and high-tech firms
5
International journal of business information systems : IJBIS
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
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1
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:
2
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:
3
A framework for a customer approach to performance measurement in a service context
Ukko, Juhani
;
Pekkola, Sanna
- In:
International journal of services and operations management
22
(
2015
)
2
,
pp. 210-220
Persistent link: https://www.econbiz.de/10011522569
Saved in:
4
Customer input failures in service processes
Seppänen, Kaisa
;
Huiskonen, Janne
;
Karppinen, Henri
- In:
International journal of services and operations management
17
(
2014
)
4
,
pp. 439-452
Persistent link: https://www.econbiz.de/10010410864
Saved in:
5
Customer satisfaction with call centre care : an explanatory empirical study of service encounters in Germany
Gerpott, Torsten J.
- In:
International journal of services and operations management
13
(
2012
)
4
,
pp. 525-553
Persistent link: https://www.econbiz.de/10009670773
Saved in:
6
Determining satisfaction through customer-perceived service quality and value : evidence from Ethiopian telecommunications
Negi, Rakshit
- In:
International journal of services and operations management
7
(
2010
)
3
,
pp. 333-350
Persistent link: https://www.econbiz.de/10008798963
Saved in:
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