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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"
~subject:"Customer satisfaction"
~subject:"Dienstleistungsqualität"
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Search: subject:"Nachkaufmarketing"
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Customer satisfaction
Dienstleistungsqualität
Customer service
26
Kundenservice
26
Service quality
17
Kundenzufriedenheit
13
Beziehungsmarketing
12
Relationship marketing
12
Beschwerdemanagement
10
Complaint management
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Consumer behaviour
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Service failure
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Services
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Customer integration
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Sörqvist, Patrik
2
Adil, Mohd
1
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1
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1
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1
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1
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Jin, Shuai
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1
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1
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Journal of service theory and practice
Management science : journal of the Institute for Operations Research and the Management Sciences
The journal of services marketing
62
Journal of retailing and consumer services
60
International journal of hospitality management
58
Journal of business research : JBR
40
The service industries journal
23
Journal of service research : JSR
22
Journal of service management
21
International journal of contemporary hospitality management
19
Journal of service research
19
Journal of hospitality marketing & management
16
Services marketing quarterly
13
International journal of services and operations management
11
Journal of retailing
11
Journal of service theory and practice : JSTP
11
Journal of the Academy of Marketing Science
11
Psychology & marketing
11
Service business
11
Journal of air transport management
10
The TQM journal : the international review of organizational improvement
10
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
10
Managing service quality : MSQ ; an international journal
9
International journal of business and economics
8
International journal of quality and service sciences
8
Tourism management : research, policies, practice
8
European journal of marketing
7
European journal of marketing : EJM
7
Industrial marketing management : the international journal for industrial and high-tech firms
7
International journal of production economics
7
International journal of services, economics and management
7
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
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
International journal of consumer studies
6
International journal of operations & production management : IJOPM ; the official journal of the European Operations Management Association, EUROMA
6
Marketing letters : a journal of research in marketing
6
Service Design : innovative Services und exzellente Kundenerlebnisse gestalten
6
The journal of business & industrial marketing
6
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ECONIS (ZBW)
17
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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
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:
4
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:
5
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:
6
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:
7
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:
8
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
Saved in:
9
Customer acceptance of service robots under different service settings
Li, Yi
;
Wang, Chongli
;
Song, Bo
- In:
Journal of service theory and practice
33
(
2023
)
1
,
pp. 46-71
Persistent link: https://www.econbiz.de/10014301940
Saved in:
10
Robot service failure : the double-edged sword effect of emotional labor in service recovery
Shi, Yunxia
;
Zhang, Rumeng
;
Ma, Chunhao
;
Wang, Lijie
- In:
Journal of service theory and practice
33
(
2023
)
1
,
pp. 72-88
Persistent link: https://www.econbiz.de/10014301943
Saved in:
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