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~isPartOf:"Journal of hospitality marketing & management"
~isPartOf:"Management science : journal of the Institute for Operations Research and the Management Sciences"
~subject:"Consumer behaviour"
~subject:"Dienstleistungsmanagement"
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Search: subject:"Nachkaufmarketing"
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Consumer behaviour
Dienstleistungsmanagement
Customer service
27
Kundenservice
27
Dienstleistungsqualität
18
Service quality
18
Customer satisfaction
15
Kundenzufriedenheit
15
Konsumentenverhalten
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8
Beziehungsmarketing
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Contract theory
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service encounter
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service failure
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service recovery
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customer experience
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Baker, Melissa A.
1
Bellos, Ioannis
1
Buell, Ryan W.
1
Campbell, Dennis W.
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1
Cho, Soo-Haeng
1
DiPietro, Robin B.
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Fan, Alei
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Frei, Frances X.
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Hartman, Katherine B.
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Koc, Erdogan
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Lim, Weng Marc
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1
Ma, Junzhao
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1
Nageswaran, Leela
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1
Ramkissoon, Haywantee
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Ro, Heejung
1
Salehi-Esfahani, Saba
1
Scheller-Wolf, Alan
1
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Shan, Minghui
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Shan, Wang
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Sharifi, Seyed Shahin
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Spassova, Gerri
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Villi, Bilge
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Journal of hospitality marketing & management
Management science : journal of the Institute for Operations Research and the Management Sciences
Journal of retailing and consumer services
43
International journal of hospitality management
38
The journal of services marketing
36
Journal of business research : JBR
24
Services marketing quarterly
14
Psychology & marketing
13
International journal of contemporary hospitality management
11
Journal of service research
11
Journal of retailing
8
Journal of service research : JSR
8
Journal of the Academy of Marketing Science
8
European journal of marketing : EJM
7
International journal of consumer studies
7
Journal of service management
7
Journal of service theory and practice
7
Journal of service theory and practice : JSTP
7
Managing service quality : MSQ ; an international journal
7
Gabler Edition Wissenschaft
6
International journal of quality and service sciences
6
Service business
6
SpringerLink / Bücher
6
Ilmenauer Schriften zur Betriebswirtschaftslehre
5
International journal of business and economics
5
International journal of services and operations management
5
Journal of air transport management
5
Journal of marketing theory and practice
5
Journal of travel and tourism marketing
5
The service industries journal
5
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
5
Cogent business & management
4
European journal of marketing
4
Journal of consumer behaviour : an international research review
4
Journal of consumer research : JCR ; an interdisciplinary bimonthly
4
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
4
Manufacturing & service operations management : M & SOM
4
Marketing science : the marketing journal of the Institute for Operations Research and the Management Sciences
4
Technological forecasting & social change : an international journal
4
The Cornell hospitality quarterly
4
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ECONIS (ZBW)
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1
Customer delight, engagement, experience, value co-creation, place identity, and revisit intention : a new conceptual framework
Shoukat, Muhammad Haroon
;
Ramkissoon, Haywantee
- In:
Journal of hospitality marketing & management
31
(
2022
)
6
,
pp. 757-775
Persistent link: https://www.econbiz.de/10013327890
Saved in:
2
Service robot's responses in service recovery and service evaluation : the moderating role of robots' social perception
Shan, Minghui
;
Zhu, Zhenzhong
;
Chen, Haipeng
;
Sun, Sijie
- In:
Journal of hospitality marketing & management
33
(
2024
)
2
,
pp. 145-168
Persistent link: https://www.econbiz.de/10014511796
Saved in:
3
Responding to negative reviews? : the interplay of management response strategy and service failure type
Salehi-Esfahani, Saba
;
Torres, Edwin
;
Hua, Nan
- In:
Journal of hospitality marketing & management
32
(
2023
)
1
,
pp. 29-49
Persistent link: https://www.econbiz.de/10013545802
Saved in:
4
Sexual orientation identity matters : lesbian, gay, and bi-sexual customers’ perceptions of service encounters
Ro, Heejung
- In:
Journal of hospitality marketing & management
32
(
2023
)
1
,
pp. 75-94
Persistent link: https://www.econbiz.de/10013545807
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
Managing appointment-based services in the presence of walk-in customers
Shan, Wang
;
Liu, Nan
;
Wan, Guohua
- In:
Management science : journal of the Institute for …
66
(
2020
)
2
,
pp. 667-686
Persistent link: https://www.econbiz.de/10012213219
Saved in:
8
The impact of customer controllability and service recovery type on customer satisfaction and consequent behavior intentions
Jin, Dan
;
DiPietro, Robin B.
;
Fan, Alei
- In:
Journal of hospitality marketing & management
29
(
2020
)
1
,
pp. 65-87
Persistent link: https://www.econbiz.de/10012256118
Saved in:
9
Customers' reactions to other customer caused service failures : the effects of tie strength on customer loyalty
Kim, Youngsun Sean
;
Baker, Melissa A.
- In:
Journal of hospitality marketing & management
29
(
2020
)
6
,
pp. 682-701
Persistent link: https://www.econbiz.de/10012256164
Saved in:
10
Consumer return policies in omnichannel operations
Nageswaran, Leela
;
Cho, Soo-Haeng
;
Scheller-Wolf, Alan
- In:
Management science : journal of the Institute for …
66
(
2020
)
12
,
pp. 5558-5575
Persistent link: https://www.econbiz.de/10012391392
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