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~isPartOf:"Journal of service theory and practice"
~isPartOf:"Management science : journal of the Institute for Operations Research and the Management Sciences"
~isPartOf:"Service business"
~subject:"Dienstleistungsqualität"
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Search: subject:"Nachkaufmarketing"
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Dienstleistungsqualität
Customer service
40
Kundenservice
40
Service quality
27
Customer satisfaction
23
Kundenzufriedenheit
23
Beziehungsmarketing
20
Relationship marketing
20
Consumer behaviour
16
Konsumentenverhalten
16
Beschwerdemanagement
13
Complaint management
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Robot
5
Roboter
5
Dienstleistung
4
Dienstleistungssektor
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Service failure
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Service industry
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Service recovery
4
Services
4
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4
Work stress
4
Arbeitszufriedenheit
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Bibliometrics
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Bibliometrie
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Confidence
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Contract theory
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Emotion
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Job satisfaction
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Leistungsmotivation
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Lieferkette
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Online retailing
3
Online-Handel
3
Salespeople
3
Supply chain
3
Systematic literature review
3
Verkaufspersonal
3
Vertragstheorie
3
Vertrauen
3
Work motivation
3
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Sörqvist, Patrik
2
Aa, Zanna van der
1
Adil, Mohd
1
Ahmadi, Zahra
1
Becker, Marc
1
Bellos, Ioannis
1
Berggren, Benny
1
Bharti, Kumkum
1
Björkman, Jesper
1
Bloemer, Johanna M.
1
Buell, Ryan W.
1
Campbell, Dennis W.
1
Casidy, Riza
1
Chatha, Kamran Ali
1
Chawla, Vaibhav
1
Chen, Yuan
1
Costers, Annelies
1
Cui, Jinsheng
1
Di Bernardo, Irene
1
Dorofeev, Nikita
1
Du, Jianguo
1
Edström, Andreas
1
Ek, Peter
1
Ellinger, Alexander E.
1
Elmadağ Baş, Ayşe Banu
1
Fang, Yu-Hui
1
Fernández-Sabiote, Estela
1
Frei, Frances X.
1
Gilboa, Shaked
1
Guo, Zhaoyang
1
Henseler, Jörg
1
Ho, Ting Hin
1
Holvoet, Sofie
1
Huang, Tseng-Lung
1
Jajja, Muhammad Shakeel Sadiq
1
Jebarajakirthy, Charles
1
Jin, Shuai
1
Khalid, Adeel
1
Khan, Muhammad Aamir Shafique
1
Kim, Yungchul
1
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Journal of service theory and practice
Management science : journal of the Institute for Operations Research and the Management Sciences
Service business
Journal of retailing and consumer services
58
International journal of hospitality management
55
The journal of services marketing
54
Journal of business research : JBR
35
Journal of service management
21
International journal of contemporary hospitality management
19
Journal of service research
17
The service industries journal
17
Journal of service research : JSR
16
Journal of hospitality marketing & management
15
Services marketing quarterly
12
International journal of services and operations management
10
Journal of air transport management
10
Journal of the Academy of Marketing Science
10
Journal of service theory and practice : JSTP
9
Psychology & marketing
9
The TQM journal : the international review of organizational improvement
9
International journal of quality and service sciences
8
Managing service quality : MSQ ; an international journal
8
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
8
Tourism management : research, policies, practice
8
International journal of business and economics
7
International journal of services, economics and management
7
Journal of travel and tourism marketing
7
The Cornell hospitality quarterly
7
Asia Pacific journal of marketing and logistics
6
Cogent business & management
6
European journal of marketing
6
Industrial marketing management : the international journal for industrial and high-tech firms
6
International journal of operations & production management : IJOPM ; the official journal of the European Operations Management Association, EUROMA
6
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
6
Journal of retailing
6
Marketing letters : a journal of research in marketing
6
Benchmarking : an international journal ; BIJ
5
Business horizons
5
European journal of marketing : EJM
5
International journal of consumer studies
5
International journal of productivity and quality management : IJPQM
5
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ECONIS (ZBW)
27
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1
Serving customers through chatbots : positive and negative effects on customer experience
Ranieri, Angelo
;
Di Bernardo, Irene
;
Mele, Cristina
- In:
Journal of service theory and practice
34
(
2024
)
2
,
pp. 191-215
Persistent link: https://www.econbiz.de/10014526066
Saved in:
2
The demand-what-you-want strategy to service recovery : achieving high customer satisfaction with low service failure compensation using anchoring and precision effects
Korn, Nathalie
;
Björkman, Jesper
;
Ek, Peter
;
Pihlgren, …
- In:
Journal of service theory and practice
33
(
2023
)
7
,
pp. 73-93
Persistent link: https://www.econbiz.de/10014448174
Saved in:
3
Customer comfort during service robot interactions
Becker, Marc
;
Mahr, Dominik
;
Odekerken-Schröder, Gaby
- In:
Service business
17
(
2023
)
1
,
pp. 137-165
Persistent link: https://www.econbiz.de/10014282882
Saved in:
4
Can robots recover a service using interactional justice as employees do? : a literature review-based assessment
Lajante, Mathieu
;
Remisch, David
;
Dorofeev, Nikita
- In:
Service business
17
(
2023
)
1
,
pp. 315-357
Persistent link: https://www.econbiz.de/10014282973
Saved in:
5
Where service recovery meets its paradox : implications for avoiding overcompensation
Edström, Andreas
;
Nylander, Beatrice
;
Molin, Jonas
; …
- In:
Journal of service theory and practice
32
(
2022
)
7
,
pp. 1-13
Persistent link: https://www.econbiz.de/10013485922
Saved in:
6
Organizational practices to co-create value with family members engaged in service journeys of their loved ones
Verleye, Katrien
;
Holvoet, Sofie
- In:
Journal of service theory and practice
34
(
2024
)
2
,
pp. 319-340
Persistent link: https://www.econbiz.de/10014526078
Saved in:
7
Factors influencing consumer forgiveness : a systematic literature review and directions for future research
Kim, Yungchul
;
Ho, Ting Hin
;
Tan, Lay Peng
;
Casidy, Riza
- In:
Journal of service theory and practice
33
(
2023
)
5
,
pp. 601-628
Persistent link: https://www.econbiz.de/10014339764
Saved in:
8
Antecedents and consequences of effective customer participation : the role of customer education and service modularity
Shah, Syed Aamir Ali
;
Jajja, Muhammad Shakeel Sadiq
; …
- In:
Journal of service theory and practice
33
(
2023
)
5
,
pp. 697-720
Persistent link: https://www.econbiz.de/10014339773
Saved in:
9
Understanding the role of customer incivility and supervisor monitoring in the relationship between customer orientation and frontline employees' emotional exhaustion
Xie, Fang
;
Zhang, Xufan
;
Ye, Jing
;
Zhou, Lulu
;
Zhang, …
- In:
Journal of service theory and practice
33
(
2023
)
6
,
pp. 797-819
Persistent link: https://www.econbiz.de/10014448096
Saved in:
10
When frontline robots emerge: the double-edged-sword effect of anticipated trust on intention to switch brands after service failure
Cui, Jinsheng
;
Zhang, Mengwei
;
Zhong, Jianan
- In:
Journal of service theory and practice
33
(
2023
)
6
,
pp. 842-872
Persistent link: https://www.econbiz.de/10014448129
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