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~isPartOf:"Journal of hospitality marketing & management"
~isPartOf:"The journal of services marketing"
~subject:"Electronic Commerce"
~subject:"Emotion"
~subject:"Konsumentenverhalten"
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Search: subject_exact:"Kundendienst"
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Electronic Commerce
Emotion
Konsumentenverhalten
Customer service
92
Kundenservice
92
Dienstleistungsqualität
69
Service quality
69
Customer satisfaction
59
Kundenzufriedenheit
59
Consumer behaviour
46
Beziehungsmarketing
45
Relationship marketing
45
Dienstleistungssektor
22
Service industry
22
Beschwerdemanagement
20
Complaint management
20
Services
17
Dienstleistung
16
Service encounter
16
Customer integration
10
Kundenintegration
10
Arbeitsverhalten
8
Dienstleistungsberufe
8
Frontline service employees
8
Service workers
8
Work behaviour
8
Arbeitszufriedenheit
7
Customer experience
7
Job satisfaction
7
Betriebliche Wertschöpfung
6
Service delivery
6
Service failure
6
Service recovery
6
Tourism employees
6
Tourismusberufe
6
Value creation
6
Satisfaction
5
USA
5
United States
5
Co-creation
4
Experimental design
4
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English
51
Author
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Alkire, Linda
2
Collier, Joel E.
2
Madupalli, Ramana Kumar
2
Medler-Liraz, Hana
2
Miao, Li
2
Poddar, Amit
2
Sharma, Piyush
2
Almanza, Barbara
1
Anaya, Gerardo Joel
1
Baker, Melissa A.
1
Ball, Joan
1
Barnes, Donald C.
1
Barnett, Willy
1
Barone, Ada Maria
1
Becker-Özcamlica, Hürrem
1
Benoit, Sabine
1
Black, William C.
1
Bock, Dora Elizabeth
1
Bone, Paula Fitzgerald
1
Bonfanti, Angelo
1
Bourdeau, Brian L.
1
Breazeale, Michael
1
Bruce, Helen L.
1
Buoye, Alexander
1
Burton, Jamie
1
Chang, Hua
1
Chen, Haipeng
1
Chou, En-Yi
1
Chowdhury, Indranil Roy
1
Chumpitaz Caceres, Rubén
1
Cook, Laurel Aynne
1
Coughlan, Joseph
1
Cronin, J. J.
1
DiPietro, Robin B.
1
Ding, Ying
1
Disse, Isabel Kittyma
1
Donato, Carmela
1
Dzenkovska, Julija
1
Fan, Alei
1
Folse, Judith Anne Garretson
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Published in...
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Journal of hospitality marketing & management
The journal of services marketing
Journal of retailing and consumer services
48
International journal of hospitality management
41
Journal of business research : JBR
30
International journal of contemporary hospitality management
16
Psychology & marketing
15
Journal of service research
14
Services marketing quarterly
14
Journal of service theory and practice
11
Journal of service management
10
Journal of service research : JSR
10
Journal of retailing
9
International journal of consumer studies
8
Journal of the Academy of Marketing Science
8
SpringerLink / Bücher
8
European journal of marketing : EJM
7
International journal of quality and service sciences
7
Journal of service theory and practice : JSTP
7
Managing service quality : MSQ ; an international journal
7
Service business
7
The service industries journal
7
Gabler Edition Wissenschaft
6
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
6
Academy of Management journal : AMJ
5
Cogent business & management
5
European journal of marketing
5
International journal of business and economics
5
International journal of electronic customer relationship management : IJECRM
5
Journal of air transport management
5
Journal of consumer research : JCR ; an interdisciplinary bimonthly
5
Journal of marketing theory and practice
5
Journal of travel and tourism marketing
5
The Cornell hospitality quarterly
5
Business horizons
4
Ilmenauer Schriften zur Betriebswirtschaftslehre
4
Industrial marketing management : the international journal for industrial and high-tech firms
4
International journal of retail & distribution management
4
International journal of services and operations management
4
Journal of consumer behaviour : an international research review
4
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ECONIS (ZBW)
51
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51
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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
Call it robot : anthropomorphic framing and failure of self-service technologies
Barone, Ada Maria
;
Stagno, Emanuela
;
Donato, Carmela
- In:
The journal of services marketing
38
(
2024
)
3
,
pp. 272-287
Persistent link: https://www.econbiz.de/10014515617
Saved in:
4
The other extreme of the circumplex of emotion : an investigation of consumer outrage
Bourdeau, Brian L.
;
Cronin, J. J.
;
Padgett, Daniel T.
; …
- In:
The journal of services marketing
38
(
2024
)
3
,
pp. 312-325
Persistent link: https://www.econbiz.de/10014515634
Saved in:
5
Service mega-disruptions : a conceptual model and research agenda
Vredenburg, Jessica
;
Kapitan, Sommer
;
Jang, Sharon
- In:
The journal of services marketing
38
(
2024
)
1
,
pp. 131-144
Persistent link: https://www.econbiz.de/10014473598
Saved in:
6
The impact of service climate on gratitude in driving customer outcomes
Qi, Ji
;
Peng, Yi
;
Lowman, Graham H.
;
He, Xingliang
- In:
The journal of services marketing
37
(
2023
)
1
,
pp. 78-95
Persistent link: https://www.econbiz.de/10013542901
Saved in:
7
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:
8
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:
9
Language-related stereotype threat, customers' well-being and its outcome
Malik, Aaminah Zaman
;
Paswan, Audhesh
- In:
The journal of services marketing
37
(
2023
)
7
,
pp. 895-910
Persistent link: https://www.econbiz.de/10014333405
Saved in:
10
Mental conversion : a customer service strategy impacting shopping experiences
Meng, Yan
;
Gould, Stephen J.
;
Song, Lei
;
Chang, Hua
; …
- In:
The journal of services marketing
37
(
2023
)
4
,
pp. 464-477
Persistent link: https://www.econbiz.de/10014276921
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