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~isPartOf:"Journal of service management"
~isPartOf:"Journal of the Academy of Marketing Science"
~isPartOf:"Managing service quality : MSQ ; an international journal"
~subject:"Service quality"
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Search: subject_exact:"Customer relationship management"
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Service quality
Beziehungsmarketing
322
Relationship marketing
322
Consumer behaviour
150
Konsumentenverhalten
150
Customer satisfaction
90
Kundenzufriedenheit
90
Dienstleistungsqualität
80
Customer integration
43
Kundenintegration
43
Customer value
32
Kundenwert
32
Social Web
29
Social web
29
Lieferantenmanagement
28
Supplier relationship management
28
Brand management
26
Dienstleistungssektor
26
Markenführung
26
Service industry
26
Betriebliche Wertschöpfung
23
Customer service
23
Kundenservice
23
Value creation
23
Marketing management
22
Marketingmanagement
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21
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21
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Internet marketing
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Online-Marketing
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Services
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Einzelhandel
19
Retail trade
19
Dienstleistung
18
Beschwerdemanagement
17
Complaint management
17
Customer experience
17
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Edvardsson, Bo
3
McColl-Kennedy, Janet R.
3
Witell, Lars
3
Dong, Beibei
2
Grégoire, Yany
2
Gustafsson, Anders
2
Handrich, Matthias
2
Heidenreich, Sven
2
Kumar, V.
2
Larivière, Bart
2
Ponsignon, Frederic
2
Sesé, F. Javier
2
Sivakumar, K.
2
Tronvoll, Bård
2
Van Vaerenbergh, Yves
2
Voorhees, Clay M.
2
Albrecht, Carmen-Maria
1
Alkire, Linda
1
Allen, Alexis M.
1
Amelia, Amelia
1
Anderson, Laurel
1
Andreassen, Tor Wallin
1
Arteaga, Francisco
1
Aurier, Philippe
1
Baker, Julie
1
Bansal, Harvir S.
1
Barlas, Achilleas
1
Bartl, Christopher
1
Batat, Wided
1
Bhagwat, Yashoda
1
Bilstein, Nicola
1
Blazevic, Vera
1
Bloemer, Johanna M.
1
Bolton, Ruth N.
1
Borah, Sourav Bikash
1
Bornemann, Torsten
1
Brady, Michael K.
1
Brocato, E. Deanne
1
Burton, Jamie
1
Bustamante, Juan Carlos
1
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Journal of service management
Journal of the Academy of Marketing Science
Managing service quality : MSQ ; an international journal
Journal of retailing and consumer services
180
International journal of hospitality management
116
Journal of business research : JBR
108
The journal of services marketing
96
The service industries journal
76
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
56
Journal of hospitality marketing & management
54
Services marketing quarterly
51
Journal of service research : JSR
47
International journal of contemporary hospitality management
46
Journal of travel and tourism marketing
43
Service business
42
Journal of service research
32
Cogent business & management
31
The TQM journal : the international review of organizational improvement
31
Tourism management : research, policies, practice
31
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
28
Journal of strategic marketing
26
Industrial marketing management : the international journal for industrial and high-tech firms
25
The international journal of bank marketing : IJBM
25
International journal of quality and service sciences
23
Asia Pacific journal of marketing and logistics
22
Marketing intelligence & planning
22
International journal of services and operations management
21
Journal of air transport management
21
Total quality management & business excellence
21
International journal of services, economics and management
19
Journal of service theory and practice
19
International journal of electronic customer relationship management : IJECRM
18
International journal of productivity and quality management : IJPQM
18
Psychology & marketing
18
International journal of quality & reliability management
17
Journal of relationship marketing : innovations and enhancements for customer service, relations, and satisfaction
17
Journal of marketing
16
Journal of service theory and practice : JSTP
16
European journal of marketing : EJM
15
Journal of Asian finance, economics and business : JAFEB
15
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ECONIS (ZBW)
80
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1
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80
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1
Winning your customers' minds and hearts : disentangling the effects of lock-in and affective customer experience on retention
Gao, Lily
;
Haan, Evert de
;
Melero-Polo, Iguácel
; …
- In:
Journal of the Academy of Marketing Science
51
(
2023
)
2
,
pp. 334-371
Persistent link: https://www.econbiz.de/10014251177
Saved in:
2
The extended reality technology (ERT) framework for designing customer and service experiences in phygital settings : a service research agenda
Batat, Wided
;
Hammedi, Wafa
- In:
Journal of service management
34
(
2023
)
1
,
pp. 10-33
Persistent link: https://www.econbiz.de/10013537613
Saved in:
3
Experiential AR/VR : a consumer and service framework and research agenda
Zarantonello, Lia
;
Schmitt, Bernd
- In:
Journal of service management
34
(
2023
)
1
,
pp. 34-55
Persistent link: https://www.econbiz.de/10013537614
Saved in:
4
Making the customer experience journey more hedonic in a traditionally utilitarian service context : a case study
Ponsignon, Frédéric
- In:
Journal of service management
34
(
2023
)
2
,
pp. 294-315
Persistent link: https://www.econbiz.de/10014337953
Saved in:
5
Bridging two tales of engagement : a meta-analytic review of employee engagement and customer engagement in service contexts
Michel, Eric J.
;
Lindsey-Hall, Kristina K.
;
Kepes, Sven
; …
- In:
Journal of service management
34
(
2023
)
5
,
pp. 843-866
Persistent link: https://www.econbiz.de/10014456476
Saved in:
6
A meta-analysis of the impact of customer mistreatment on service employees' affective, attitudinal and behavioral outcomes
Wu, Yu
;
Groth, Markus
;
Zhang, Kaixin
;
Minbashian, Amirali
- In:
Journal of service management
34
(
2023
)
5
,
pp. 896-940
Persistent link: https://www.econbiz.de/10014456504
Saved in:
7
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:
8
Customer fairness perceptions in augmented reality-based online services
Christ-Brendemühl, Sonja
;
Schaarschmidt, Mario
- In:
Journal of service management
33
(
2022
)
1
,
pp. 9-32
Persistent link: https://www.econbiz.de/10012797603
Saved in:
9
Customer acceptance of frontline service robots in retail banking : a qualitative approach
Amelia, Amelia
;
Mathies, Christine
;
Patterson, Paul G.
- In:
Journal of service management
33
(
2022
)
2
,
pp. 321-341
Persistent link: https://www.econbiz.de/10012880728
Saved in:
10
The TRISEC framework for optimizing conversational agent design across search, experience and credence service contexts
Blazevic, Vera
;
Sidaoui, Karim
- In:
Journal of service management
33
(
2022
)
4/5
,
pp. 733-746
Persistent link: https://www.econbiz.de/10013325755
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