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~isPartOf:"Journal of service research : JSR"
~subject:"Konsumentenverhalten"
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Search: subject_exact:"After-Sales-Management"
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Konsumentenverhalten
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Customer service
36
Kundenservice
36
Customer satisfaction
18
Kundenzufriedenheit
18
Dienstleistungsqualität
16
Service quality
16
Beziehungsmarketing
15
Relationship marketing
15
Beschwerdemanagement
8
Complaint management
8
Consumer behaviour
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Dienstleistungssektor
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Service industry
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Arbeitsverhalten
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Work behaviour
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service recovery
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Emotion
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frontline employees
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service failure
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Arbeitskräfte
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Job satisfaction
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Dienstleistung
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Dienstleistungsmanagement
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Alavi, Sascha
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Black, William C.
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Bock, Dora E.
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Bone, Sterling A.
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Dong, Beibei
1
Evans, Kenneth R.
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Victorino, Liana
1
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Journal of service research : JSR
Journal of retailing and consumer services
43
The journal of services marketing
35
International journal of hospitality management
33
Journal of business research : JBR
24
Psychology & marketing
13
Services marketing quarterly
13
Gabler Edition Wissenschaft
12
International journal of contemporary hospitality management
11
Journal of hospitality marketing & management
11
Journal of service research
11
Europäische Hochschulschriften / 5
10
Journal of retailing
8
Journal of service theory and practice : JSTP
8
Journal of the Academy of Marketing Science
8
European journal of marketing : EJM
7
International journal of consumer studies
7
Journal of service management
7
Journal of service theory and practice
7
Managing service quality : MSQ ; an international journal
7
SpringerLink / Bücher
7
International journal of quality and service sciences
6
Service business
6
Dienstleistungscontrolling
5
Gabler Edition Wissenschaft : Focus Dienstleistungsmarketing
5
Ilmenauer Schriften zur Betriebswirtschaftslehre
5
Industrial marketing management : the international journal for industrial and high-tech firms
5
International journal of business and economics
5
Journal of air transport management
5
Journal of marketing theory and practice
5
Journal of travel and tourism marketing
5
Springer eBook Collection / Business and Economics
5
The service industries journal
5
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
5
Cogent business & management
4
Dienstleistungsqualität : Konzepte - Methoden - Erfahrungen
4
European journal of marketing
4
Forschungsbeiträge des Lehrstuhls Univ.-Prof. Dr. Anton Meyer und der Fördergesellschaft Finanzdienstleistungs-Marketing (FFM) e.V. an der Johannes-Gutenberg-Universität Mainz
4
International journal of services and operations management
4
Journal of consumer behaviour : an international research review
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ECONIS (ZBW)
7
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1
When do customers get what they expect? Understanding the ambivalent effects of customers' service expectations on satisfaction
Habel, Johannes
;
Alavi, Sascha
;
Schmitz, Christian
; …
- In:
Journal of service research : JSR
19
(
2016
)
4
,
pp. 361-379
Persistent link: https://www.econbiz.de/10011606692
Saved in:
2
Recovering coproduced service failures : antecedents, consequences, and moderators of locus of recovery
Dong, Beibei
;
Sivakumar, K.
;
Evans, Kenneth R.
;
Zou, …
- In:
Journal of service research : JSR
19
(
2016
)
3
,
pp. 291-306
Persistent link: https://www.econbiz.de/10011665411
Saved in:
3
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:
4
The positive effects of customers’ power on their behavioral responses after service failure
Sembada, Agung
;
Tsarenko, Yelena
;
Tojib, Dewi
- In:
Journal of service research : JSR
19
(
2016
)
3
,
pp. 337-351
Persistent link: https://www.econbiz.de/10011665459
Saved in:
5
How customer participation in B2B peer-to-peer problem-solving communities influences the need for traditional customer service
Bone, Sterling A.
;
Fombelle, Paul W.
;
Ray, Kristal R.
; …
- In:
Journal of service research : JSR
18
(
2015
)
1
,
pp. 23-38
Persistent link: https://www.econbiz.de/10010483441
Saved in:
6
The service delivery network (SDN) : a customer-centric perspective of the customer journey
Tax, Stephen S.
;
McCutcheon, David
;
Wilkinson, Ian F.
- In:
Journal of service research : JSR
16
(
2013
)
4
,
pp. 454-470
Persistent link: https://www.econbiz.de/10010203533
Saved in:
7
Can customers detect script usage in service encounters? : an experimental video analysis
Victorino, Liana
;
Verma, Rohit
;
Bonner, Bryan L.
; …
- In:
Journal of service research : JSR
15
(
2012
)
4
,
pp. 390-400
Persistent link: https://www.econbiz.de/10009673029
Saved in:
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