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~isPartOf:"Journal of retailing"
~isPartOf:"Journal of the Academy of Marketing Science"
~isPartOf:"Management science : journal of the Institute for Operations Research and the Management Sciences"
~isPartOf:"The journal of business & industrial marketing"
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Search: subject:"Nachkaufmarketing"
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Customer service
52
Kundenservice
52
Dienstleistungsqualität
23
Service quality
23
Customer satisfaction
21
Kundenzufriedenheit
21
Beziehungsmarketing
20
Consumer behaviour
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Konsumentenverhalten
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Relationship marketing
20
Beschwerdemanagement
13
Complaint management
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9
Retail trade
9
B-to-B-Marketing
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Business-to-business marketing
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Salespeople
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Verkaufspersonal
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Dienstleistungssektor
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Lieferantenmanagement
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Online retailing
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Online-Handel
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Service industry
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Supplier relationship management
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Leistungsmotivation
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Work motivation
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Bundling strategy
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Contract theory
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E-commerce
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Electronic Commerce
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Frontline employees
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Job satisfaction
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Leistungsbündel
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Gustafsson, Anders
3
Kim, Sang Hyun
3
Bolton, Ruth N.
2
Cohen, Morris A.
2
Gremler, Dwayne D.
2
Netessine, Serguei
2
Tarasi, Crina O.
2
Ulaga, Wolfgang
2
Witell, Lars
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Yeniaras, Volkan
2
Albrecht, Arne Keno
1
Alejandro, Thomas G. Brashear
1
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1
Angell, Robert J.
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Auh, Seigyoung
1
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1
Bakshi, Nitin
1
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1
Bellos, Ioannis
1
Beverland, Michael B.
1
Bharadwaj, Sundar G.
1
Bilstein, Nicola
1
Boles, James S.
1
Borah, Sourav Bikash
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Boyd, Eric
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Brach, Simon
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Brady, Michael K.
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Brown, Tom
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1
Caruelle, Delphine
1
Chaker, Nawar N.
1
Chan, Kimmy Wa
1
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1
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Journal of retailing
Journal of the Academy of Marketing Science
Management science : journal of the Institute for Operations Research and the Management Sciences
The journal of business & industrial marketing
The journal of services marketing
75
Journal of retailing and consumer services
74
International journal of hospitality management
70
Journal of business research : JBR
57
SpringerLink / Bücher
38
Journal of service research : JSR
36
The service industries journal
33
Journal of service management
30
Journal of service research
24
International journal of contemporary hospitality management
23
Psychology & marketing
20
Services marketing quarterly
20
International journal of services and operations management
19
Gabler Edition Wissenschaft
17
Journal of hospitality marketing & management
17
Managing service quality : MSQ ; an international journal
17
Journal of service theory and practice
16
Europäische Hochschulschriften / 5
14
Journal of air transport management
14
Journal of service theory and practice : JSTP
14
Service business
14
Harvard-Business-Manager : das Wissen der Besten
13
Springer eBook Collection / Business and Economics
13
Aftersales in der Automobilwirtschaft : Konzepte für Ihren Erfolg
12
Die Zukunft des Customer Service : Analysen, Strategien, Konzeptionen
12
Industrial marketing management : the international journal for industrial and high-tech firms
12
International journal of quality and service sciences
12
International journal of operations & production management : IJOPM ; the official journal of the European Operations Management Association, EUROMA
11
International journal of production economics
11
Journal of marketing
11
The TQM journal : the international review of organizational improvement
11
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
11
Tourism management : research, policies, practice
11
European journal of marketing : EJM
10
Hybride Wertschöpfung : mobile Anwendungssysteme für effiziente Dienstleistungsprozesse im technischen Kundendienst
10
International journal of business and economics
10
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ECONIS (ZBW)
52
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1
Robots do not judge : service robots can alleviate embarrassment in service encounters
Holthöwer, Jana
;
Doorn, Jenny van
- In:
Journal of the Academy of Marketing Science
51
(
2023
)
4
,
pp. 767-784
Persistent link: https://www.econbiz.de/10014326641
Saved in:
2
The effect of implementing chatbot customer service on stock returns : an event study analysis
Fotheringham, Darima
;
Wiles, Michael A.
- In:
Journal of the Academy of Marketing Science
51
(
2023
)
4
,
pp. 802-822
Persistent link: https://www.econbiz.de/10014326648
Saved in:
3
Multiple psychological climates and employee self-regulatory focus : implications for frontline employee work behavior and service performance
Sok, Keo Mony
;
Danaher, Tracey S.
;
Sok, Phyra
- In:
Journal of retailing
99
(
2023
)
2
,
pp. 228-246
Persistent link: https://www.econbiz.de/10014321977
Saved in:
4
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:
5
How and why (imagined) online reviews impact frontline retail encounters
Marder, Ben
;
Angell, Robert J.
;
Boyd, Eric
- In:
Journal of retailing
99
(
2023
)
2
,
pp. 265-279
Persistent link: https://www.econbiz.de/10014321993
Saved in:
6
Putting the "service" into B2B marketing : key developments in service research and their relevance for B2B
Wirtz, Jochen
;
Kowalkowski, Christian
- In:
The journal of business & industrial marketing
38
(
2023
)
2
,
pp. 272-289
Persistent link: https://www.econbiz.de/10013539114
Saved in:
7
Customer prioritization, product complexity and business ties : implications for job stress and customer service performance
Yeniaras, Volkan
;
Kaya, Ilker
- In:
The journal of business & industrial marketing
37
(
2022
)
2
,
pp. 417-432
Persistent link: https://www.econbiz.de/10012798432
Saved in:
8
Designing satisfying service encounters : website versus store touchpoints
Bolton, Ruth N.
;
Gustafsson, Anders
;
Tarasi, Crina O.
; …
- In:
Journal of the Academy of Marketing Science
50
(
2022
)
1
,
pp. 85-107
Persistent link: https://www.econbiz.de/10012819742
Saved in:
9
Customer-focused voice and rule-breaking in the frontlines
Gazzoli, Gabriel
;
Chaker, Nawar N.
;
Zablah, Alex R.
; …
- In:
Journal of the Academy of Marketing Science
50
(
2022
)
2
,
pp. 388-409
Persistent link: https://www.econbiz.de/10012819765
Saved in:
10
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
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