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~isPartOf:"Journal of management : JOM"
~isPartOf:"Journal of retailing and consumer services"
~isPartOf:"Psychology & marketing"
~subject:"Kundenservice"
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Kundenservice
Emotion
256
Consumer behaviour
183
Konsumentenverhalten
183
Beziehungsmarketing
50
Relationship marketing
50
Customer satisfaction
39
Kundenzufriedenheit
39
Dienstleistungsqualität
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Online-Handel
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Prentice, Catherine
4
Baker, Thomas L.
2
Bachrach, Daniel G.
1
Chebat, Jean-Charles
1
Chen, Nuoya
1
Chiu, Chi-yue
1
Cusin, Julien
1
Dominique-Ferreira, Sergio
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Fan, Xiucheng
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1
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1
Lunardo, Renaud
1
McCance, A. Silke
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1
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1
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1
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Journal of management : JOM
Journal of retailing and consumer services
Psychology & marketing
International journal of hospitality management
14
The journal of services marketing
9
International journal of contemporary hospitality management
7
Academy of Management journal : AMJ
5
Journal of business research : JBR
5
Journal of service theory and practice : JSTP
5
Journal of service management
4
Journal of service research
4
Journal of service research : JSR
4
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
3
Personnel psychology : a journal of applied research
3
Industrial marketing management : the international journal for industrial and high-tech firms
2
Information & management : the internat. journal of management processes and systems ; journal of IFIP Users Group
2
Interaktionen im Dienstleistungsbereich
2
International journal of quality and service sciences
2
Journal of consumer research : JCR ; an interdisciplinary bimonthly
2
Journal of hospitality marketing & management
2
Journal of service theory and practice
2
Journal of travel research : a quarterly publication of the Travel and Tourism Research Association
2
Organizational behavior and human decision processes : a journal of fundamental research and theory in applied psychology
2
The Cornell hospitality quarterly
2
The service industries journal
2
Tourism management perspectives : TMP
2
A Research Agenda for Service Marketing
1
Administrative Sciences : open access journal
1
Advertising and communication : proceedings 4th International Conference on Research in Advertising (ICORIA), Saarland University, June 2 - 4, 2005, Saarbruecken
1
Aftersales in der Automobilwirtschaft : Konzepte für Ihren Erfolg
1
Applying predictive analytics within the service sector
1
Asia Pacific journal of management
1
Asia-Pacific journal of business administration
1
Australasian marketing journal
1
Baltic journal of management : BJM
1
Business horizons
1
Cogent business & management
1
Competitive advantage : strategies, management and performance
1
Consumer behavior review : CBR
1
Die Fachhochschule der Deutschen Bundesbank in Hachenburg : Festschrift für den langjährigen Rektor Prof. Dr. Dietrich Schönwitz
1
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ECONIS (ZBW)
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1
When and why signaling frontline employee inexperience can prove to be an asset : effects on consumer forgiveness for service failure
Flacandji, Michaël
;
Cusin, Julien
;
Lunardo, Renaud
- In:
Psychology & marketing
40
(
2023
)
12
,
pp. 2728-2742
Persistent link: https://www.econbiz.de/10014432547
Saved in:
2
An examination of frontline employee-customer incidental similarities in service failure and recovery contexts
Lindsey-Hall, Kristina K.
;
Jaramillo, Susana
;
Baker, …
- In:
Psychology & marketing
40
(
2023
)
6
,
pp. 1047-1060
Persistent link: https://www.econbiz.de/10014291713
Saved in:
3
The role of memorable experience and emotional intelligence in senior customer loyalty to geriatric hotels
Prentice, Catherine
;
Dominique-Ferreira, Sergio
; …
- In:
Journal of retailing and consumer services
64
(
2022
),
pp. 1-9
Persistent link: https://www.econbiz.de/10013209511
Saved in:
4
Emotional labor in a non-isolated service encounter : the impact of customer observation on perceived authenticity and perceived fairness
Olk, Stephan
;
Lindenmeier, Jörg
;
Tscheulin, Dieter K.
; …
- In:
Journal of retailing and consumer services
58
(
2021
),
pp. 1-8
Persistent link: https://www.econbiz.de/10012431572
Saved in:
5
To err is human : tolerate humans instead of machines in service failure
Chen, Nuoya
;
Mohanty, Smaraki
;
Jiao, Jinfeng
;
Fan, Xiucheng
- In:
Journal of retailing and consumer services
59
(
2021
),
pp. 1-11
Persistent link: https://www.econbiz.de/10012433727
Saved in:
6
The happy virtual agent and its impact on the human customer in the service encounter
Sonderlund, Magnus
;
Oikarinen, Eeva-Liisa
;
Teck Ming Tan
- In:
Journal of retailing and consumer services
59
(
2021
),
pp. 1-10
Persistent link: https://www.econbiz.de/10012434270
Saved in:
7
The joint effect of flirting and emotional labor on customer service-related outcomes
Medler-Liraz, Hana
;
Seger-Guttmann, Tali
- In:
Journal of retailing and consumer services
60
(
2021
),
pp. 1-12
Persistent link: https://www.econbiz.de/10012502728
Saved in:
8
Customer response toward employees' emotional labor in service industry settings
Gong, Taeshik
;
Park, Jungkun
;
Hyun, Hyowon
- In:
Journal of retailing and consumer services
52
(
2020
),
pp. 1-11
Persistent link: https://www.econbiz.de/10012132182
Saved in:
9
It takes two to interact : service orientation, negative emotions and customer phubbing in retail service work
Fellesson, Markus
;
Salomonson, Nicklas
- In:
Journal of retailing and consumer services
54
(
2020
),
pp. 1-8
Persistent link: https://www.econbiz.de/10012238353
Saved in:
10
Engaging and retaining customers with AI and employee service
Prentice, Catherine
;
Nguyen Tuyet-Mai
- In:
Journal of retailing and consumer services
56
(
2020
),
pp. 1-13
Persistent link: https://www.econbiz.de/10012390002
Saved in:
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