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~isPartOf:"Journal of service theory and practice"
~subject:"Beziehungsmarketing"
~subject:"Relationship marketing"
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Beziehungsmarketing
Relationship marketing
Customer service
18
Kundenservice
18
Dienstleistungsqualität
15
Service quality
15
Customer satisfaction
13
Kundenzufriedenheit
13
Consumer behaviour
9
Konsumentenverhalten
9
Beschwerdemanagement
8
Complaint management
8
Service failure
5
Dienstleistung
4
Service recovery
4
Services
4
Dienstleistungssektor
3
Emotion
3
Robot
3
Roboter
3
Service industry
3
Bibliometrics
2
Bibliometrie
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Chatbots
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Compensation
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Customer experience
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Customer integration
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Healthcare
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Kundenintegration
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Online retailing
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Online-Handel
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Quality management
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Qualitätsmanagement
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Service robot
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Stress
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Systematic literature review
2
Work stress
2
Abductive research logic
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Anchoring effect
1
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English
12
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Ahmadi, Zahra
1
Beatty, Sharon E.
1
Blümel, Jan Hendrik
1
Bohné, Thomas
1
Chatha, Kamran Ali
1
Cui, Jinsheng
1
Di Bernardo, Irene
1
Edström, Andreas
1
Gillson, Stephanie T.
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Guo, Zhaoyang
1
Holvoet, Sofie
1
Jajja, Muhammad Shakeel Sadiq
1
Kavak, Bahtışen
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Kemppainen, Tiina
1
Li, Yi
1
Lin, Liming
1
Mele, Cristina
1
Molin, Jonas
1
Northington, William Magnus
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Nylander, Beatrice
1
Paananen, Tiina Elina
1
Ranieri, Angelo
1
Shah, Syed Aamir Ali
1
Song, Bo
1
Sörqvist, Patrik
1
Tektaş, Öznur Özkan
1
Tian, Feng
1
Verleye, Katrien
1
Vivek, Shiri
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Wang, Chongli
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Xie, Fang
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Ye, Jing
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Zaki, Mohamed
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Zhang, Mengwei
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Zhang, Wenjian
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Zhang, Xufan
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Zhong, Jianan
1
Zhou, Chenxi
1
Zhou, Lulu
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Çelik, Süleyman
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Journal of service theory and practice
The journal of services marketing
39
Journal of retailing and consumer services
35
Journal of business research : JBR
33
International journal of hospitality management
30
Journal of service research
18
The service industries journal
16
Journal of service research : JSR
15
SpringerLink / Bücher
12
International journal of contemporary hospitality management
10
Journal of service theory and practice : JSTP
10
Managing service quality : MSQ ; an international journal
9
Services marketing quarterly
9
International journal of business and economics
8
Journal of marketing
8
Journal of the Academy of Marketing Science
8
Service business
8
International journal of services and operations management
7
Journal of retailing
7
European journal of marketing
6
Gabler Edition Wissenschaft
6
Journal of hospitality marketing & management
6
Journal of service management
6
Psychology & marketing
6
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
6
European journal of marketing : EJM
5
European research studies
5
International journal of consumer studies
5
International journal of operations & production management : IJOPM ; the official journal of the European Operations Management Association, EUROMA
5
International journal of quality and service sciences
5
International journal of services and standards
5
Journal of travel and tourism marketing
5
Manufacturing & service operations management : M & SOM
5
Marketing : ZFP ; journal of research and management
5
The TQM journal : the international review of organizational improvement
5
Business horizons
4
Business process management journal
4
Europäische Hochschulschriften / 5
4
Harvard-Business-Manager : das Wissen der Besten
4
Industrial marketing management : the international journal for industrial and high-tech firms
4
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ECONIS (ZBW)
12
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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
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:
3
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:
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
Dualities of digital services : everyday digital services as positive and negative contributors to customer well-being
Kemppainen, Tiina
;
Paananen, Tiina Elina
- In:
Journal of service theory and practice
34
(
2024
)
3
,
pp. 464-490
Persistent link: https://www.econbiz.de/10015055422
Saved in:
6
The effect of service recovery on socially distant third-party customers : an experimental research on emotions, forgiveness, repatronage intention and WoM
Çelik, Süleyman
;
Tektaş, Öznur Özkan
;
Kavak, Bahtışen
- In:
Journal of service theory and practice
34
(
2024
)
4
,
pp. 519-542
Persistent link: https://www.econbiz.de/10015055431
Saved in:
7
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:
8
Failure to maintain customers : antecedents and consequences of service downgrades
Lin, Liming
;
Guo, Zhaoyang
;
Zhou, Chenxi
- In:
Journal of service theory and practice
33
(
2023
)
3
,
pp. 387-411
Persistent link: https://www.econbiz.de/10014302342
Saved in:
9
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:
10
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:
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