//--> //--> //--> //-->
Toggle navigation
Logout
Change account settings
EN
DE
ES
FR
A-Z
Beta
About EconBiz
News
Thesaurus (STW)
Research Skills
Help
EN
DE
ES
FR
My account
Logout
Change account settings
Login
Publications
Events
Your search terms
Search
Retain my current filters
~isPartOf:"Journal of service theory and practice"
~isPartOf:"SpringerLink / Bücher"
Search options
All Fields
Title
Exact title
Subject
Author
Institution
ISBN/ISSN
Published in...
Publisher
Open Access only
Advanced
Search history
My EconBiz
Favorites
Loans
Reservations
Fines
You are here:
Home
Search: subject_exact:"After-Sales-Management"
Narrow search
Delete all filters
| 2 applied filters
Year of publication
From:
To:
Subject
All
Customer service
54
Kundenservice
54
Beziehungsmarketing
22
Relationship marketing
22
Dienstleistungsqualität
17
Service quality
17
Deutschland
16
Germany
16
Kundenzufriedenheit
14
Customer satisfaction
13
Consumer behaviour
10
Konsumentenverhalten
10
Beschwerdemanagement
8
Complaint management
7
Dienstleistung
7
Kundenbindung
7
Kundenmanagement
6
Bundling strategy
5
Kundenorientierung
5
Leistungsbündel
5
Salespeople
5
Verkaufspersonal
5
Online retailing
4
Online-Handel
4
Service failure
4
Servicepolitik
4
Services
4
Theorie
4
Theory
4
Unternehmen
4
Unternehmensbezogene Dienstleistung
4
Callcenter
3
Dienstleistungsmanagement
3
Dienstleistungssektor
3
Einzelhandel
3
Electronic Commerce
3
Emotion
3
Lieferantenmanagement
3
Machinery industry
3
Maschinenbau
3
more ...
less ...
Online availability
All
Undetermined
51
Free
3
Type of publication
All
Book / Working Paper
38
Article
16
Type of publication (narrower categories)
All
Article in journal
16
Aufsatz in Zeitschrift
16
Aufsatzsammlung
6
Hochschulschrift
4
Konferenzschrift
1
Language
All
German
33
English
21
Author
All
Nüttgens, Markus
2
Sickel, Christian
2
Sörqvist, Patrik
2
Thomas, Oliver
2
Adil, Mohd
1
Ahmadi, Zahra
1
Baader, Andreas
1
Barkawi, Karim
1
Beatty, Sharon E.
1
Beck, Johann
1
Beck, Norbert
1
Berggren, Benny
1
Bharti, Kumkum
1
Björkman, Jesper
1
Blumer, Helene
1
Blümel, Jan Hendrik
1
Bohné, Thomas
1
Bosch, Thorsten
1
Bruhn, Manfred
1
Budurēs, Christos
1
Casidy, Riza
1
Chatha, Kamran Ali
1
Chawla, Vaibhav
1
Cui, Jinsheng
1
Dangelmaier, Wilhelm
1
Deges, Frank
1
Di Bernardo, Irene
1
Dieck, M. Claudia tom
1
Dimitrova, Diana
1
Dorne, Raphael
1
Du, Jianguo
1
Edström, Andreas
1
Ek, Peter
1
Ematinger, Reinhard
1
Fellmann, Michael
1
Ferrucci, Francesco
1
Fraß, Alexander
1
Gillson, Stephanie T.
1
Gregori, Christoph
1
Guo, Zhaoyang
1
more ...
less ...
Published in...
All
Journal of service theory and practice
SpringerLink / Bücher
The journal of services marketing
75
Journal of retailing and consumer services
74
International journal of hospitality management
70
Journal of business research : JBR
57
Journal of service research : JSR
36
The service industries journal
33
Journal of service management
30
Journal of service research
24
International journal of contemporary hospitality management
23
Psychology & marketing
20
Services marketing quarterly
20
International journal of services and operations management
19
Gabler Edition Wissenschaft
17
Journal of hospitality marketing & management
17
Journal of retailing
17
Managing service quality : MSQ ; an international journal
17
Journal of the Academy of Marketing Science
15
Europäische Hochschulschriften / 5
14
Journal of air transport management
14
Journal of service theory and practice : JSTP
14
Service business
14
Harvard-Business-Manager : das Wissen der Besten
13
Springer eBook Collection / Business and Economics
13
Aftersales in der Automobilwirtschaft : Konzepte für Ihren Erfolg
12
Die Zukunft des Customer Service : Analysen, Strategien, Konzeptionen
12
Industrial marketing management : the international journal for industrial and high-tech firms
12
International journal of quality and service sciences
12
International journal of operations & production management : IJOPM ; the official journal of the European Operations Management Association, EUROMA
11
International journal of production economics
11
Journal of marketing
11
The TQM journal : the international review of organizational improvement
11
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
11
Tourism management : research, policies, practice
11
European journal of marketing : EJM
10
Hybride Wertschöpfung : mobile Anwendungssysteme für effiziente Dienstleistungsprozesse im technischen Kundendienst
10
International journal of business and economics
10
Management science : journal of the Institute for Operations Research and the Management Sciences
10
The journal of business & industrial marketing
10
more ...
less ...
Source
All
ECONIS (ZBW)
54
Showing
1
-
10
of
54
Sort
relevance
articles prioritized
date (newest first)
date (oldest first)
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
Personal touch in digital customer service : a conceptual framework of relational personalization for conversational AI
Blümel, Jan Hendrik
;
Zaki, Mohamed
;
Bohné, Thomas
- In:
Journal of service theory and practice
34
(
2024
)
1
,
pp. 33-65
Persistent link: https://www.econbiz.de/10014525998
Saved in:
5
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:
6
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:
7
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:
8
FLEs' concerns with misbehaving customers in the time of COVID and beyond
Gillson, Stephanie T.
;
Beatty, Sharon E.
;
Northington, …
- In:
Journal of service theory and practice
33
(
2023
)
6
,
pp. 771-796
Persistent link: https://www.econbiz.de/10014448092
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
Saved in:
1
2
3
4
5
6
Next
Last
Results per page
10
25
50
100
250
A service of the
zbw
×
Loading...
//-->