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~isPartOf:"Journal of service research : JSR"
~isPartOf:"Psychology & marketing"
~subject:"Work behaviour"
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Search: "Customer relationship management"
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Work behaviour
Beziehungsmarketing
212
Relationship marketing
212
Consumer behaviour
121
Konsumentenverhalten
121
Customer satisfaction
74
Kundenzufriedenheit
74
Dienstleistungsqualität
65
Service quality
65
Brand management
27
Markenführung
27
Dienstleistungssektor
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25
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Kundenservice
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Emotion
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Beschwerdemanagement
17
Complaint management
17
Customer integration
16
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Viral marketing
16
Virales Marketing
16
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15
Social web
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Confidence
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Dienstleistung
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Services
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Customer value
12
Dienstleistungsmarketing
12
Kundenwert
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Services marketing
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10
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Gong, Taeshik
2
Arnold, Todd J.
1
Beatty, Sharon E.
1
Black, William C.
1
Bock, Dora E.
1
Boegershausen, Johannes
1
Brady, Michael K.
1
Chan, Kimmy Wa
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Choi, Jin Nam
1
Cossío-Silva, Francisco-José
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Folse, Judith Anne Garretson
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Groth, Markus
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Guan, Chong
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Henkel, Alexander P.
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Hennig-Thurau, Thorsten
1
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1
Hopkins, Lucas M.
1
Jain, Ajay K.
1
Lemmink, Jos
1
Malhotra, Naresh K.
1
Nguyen, Helena
1
Northington, William Magnus
1
Ogilvie, Jessica
1
Pugh, Harrison B.
1
Rafaeli, Anat
1
Revilla Camacho, Maria Angeles
1
Vega Vázquez, Manuela
1
Walsh, Gianfranco
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Wang, Sijun
1
Yi, Youjae
1
Yoo, Jaewon
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Journal of service research : JSR
Psychology & marketing
International journal of hospitality management
20
Journal of business research : JBR
14
Journal of retailing and consumer services
13
The journal of services marketing
9
The service industries journal
9
International journal of contemporary hospitality management
8
Journal of business ethics : JOBE
8
Journal of marketing
6
The journal of personal selling & sales management : JPSSM
6
Industrial marketing management : the international journal for industrial and high-tech firms
5
Journal of hospitality marketing & management
5
Journal of service management
5
Journal of strategic marketing
5
Service business
5
European journal of marketing : EJM
4
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
3
Journal of service research
3
Journal of service theory and practice
3
Journal of service theory and practice : JSTP
3
The Cornell hospitality quarterly
3
Tourism management : research, policies, practice
3
Asia Pacific journal of marketing and logistics
2
Corporate communications : an international journal
2
Group & organization management : an international journal
2
Journal of air transport management
2
Journal of business and psychology
2
Journal of organizational behavior : OB ; the internat. journal of industrial, occupational and organizational psychology and behavior
2
Journal of organizational behavior : OB ; the international journal of industrial, occupational and organizational psychology and behavior
2
Journal of personal selling & sales management
2
Journal of retailing
2
Leadership & organization development journal
2
Marketing intelligence & planning
2
American journal of business
1
Asian journal of business ethics : AJBE
1
Boundary spanning elements and the marketing function in organizations : concepts and empirical studies
1
Chinese management studies
1
Corporate reputation review
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Corporate social responsibility and environmental management
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ECONIS (ZBW)
10
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1
A customer scorned : effects of employee reprimands in frontline service encounters
Pugh, Harrison B.
;
Brady, Michael K.
;
Hopkins, Lucas M.
- In:
Journal of service research : JSR
21
(
2018
)
2
,
pp. 219-234
Persistent link: https://www.econbiz.de/10011855801
Saved in:
2
The social dimension of service interactions : observer reactions to customer incivility
Henkel, Alexander P.
;
Boegershausen, Johannes
;
Rafaeli, Anat
- In:
Journal of service research : JSR
20
(
2017
)
2
,
pp. 120-134
Persistent link: https://www.econbiz.de/10011684838
Saved in:
3
Exploring the customer's intention to switch firms : the role of customer-related antecedents
Revilla Camacho, Maria Angeles
;
Vega Vázquez, Manuela
; …
- In:
Psychology & marketing
34
(
2017
)
11
,
pp. 1039-1049
Persistent link: https://www.econbiz.de/10011770811
Saved in:
4
Do employee citizenship behaviors lead to customer citizenship behaviors? : the roles of dual identification and service climate
Chan, Kimmy Wa
;
Gong, Taeshik
;
Zhang, Ruixue
;
Zhou, Mingjian
- In:
Journal of service research : JSR
20
(
2017
)
3
,
pp. 259-274
Persistent link: https://www.econbiz.de/10011736761
Saved in:
5
Frontline employee customer-oriented attitude in the presence of job demands and resources : the influence upon deep and surface acting
Yoo, Jaewon
;
Arnold, Todd J.
- In:
Journal of service research : JSR
19
(
2016
)
1
,
pp. 102-117
Persistent link: https://www.econbiz.de/10011433187
Saved in:
6
Frontline service employee compliance with customer special requests
Beatty, Sharon E.
;
Ogilvie, Jessica
;
Northington, …
- In:
Journal of service research : JSR
19
(
2016
)
2
,
pp. 158-173
Persistent link: https://www.econbiz.de/10011485432
Saved in:
7
When frontline employee behavior backfires : distinguishing between customer gratitude and indebtedness and their impact on relational behaviors
Bock, Dora E.
;
Folse, Judith Anne Garretson
;
Black, …
- In:
Journal of service research : JSR
19
(
2016
)
3
,
pp. 322-336
Persistent link: https://www.econbiz.de/10011665447
Saved in:
8
The impact of service scripts on customer citizenship behavior and the moderating role of employee customer orientation
Nguyen, Helena
;
Groth, Markus
;
Walsh, Gianfranco
; …
- In:
Psychology & marketing
31
(
2014
)
12
,
pp. 1096-1109
Persistent link: https://www.econbiz.de/10010465120
Saved in:
9
Helping employees deal with dysfunctional customers : the underlying employee perceived justice mechanism
Gong, Taeshik
;
Yi, Youjae
;
Choi, Jin Nam
- In:
Journal of service research : JSR
17
(
2014
)
1
,
pp. 102-116
Persistent link: https://www.econbiz.de/10010356871
Saved in:
10
Positive and negative affectivity as mediators of volunteerism and service-oriented citizenship behavior and customer loyalty
Jain, Ajay K.
;
Malhotra, Naresh K.
;
Guan, Chong
- In:
Psychology & marketing
29
(
2012
)
12
,
pp. 1004-1017
Persistent link: https://www.econbiz.de/10009691192
Saved in:
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