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~isPartOf:"Journal of service theory and practice : JSTP"
~subject:"Dienstleistungsqualität"
~subject:"Konsumentenverhalten"
~type:"article"
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Dienstleistungsqualität
Konsumentenverhalten
Customer service
14
Kundenservice
14
Beziehungsmarketing
10
Relationship marketing
10
Customer satisfaction
9
Kundenzufriedenheit
9
Service quality
9
Consumer behaviour
7
Emotion
5
Arbeitsverhalten
3
Beschwerdemanagement
3
Complaint management
3
Work behaviour
3
Arbeitszufriedenheit
2
Customer delight
2
Dienstleistungssektor
2
Frontline employees
2
Job satisfaction
2
Service industry
2
Service recovery
2
Stress
2
Work stress
2
Absorptive capacity
1
Acculturation
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Anforderungsprofil
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Anger
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Artificial intelligence
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Assimilation
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Attractiveness of alternatives
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Bank
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Banking industry
1
Betriebliche Wertschöpfung
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Call centre
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Call centres
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Callcenter
1
Coping
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Critical incident technique
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Cross-cultural management
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11
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English
11
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Gouthier, Matthias
2
Ludwig, Nadine L.
2
Aparicio-Valverde, Mireia
1
Barnes, Donald C.
1
Batt, Resemary
1
Chicu, Dorina
1
Chiew, Tung Moi
1
Ellinger, Alexander E.
1
Gaur, Sanjaya Singh
1
Han, Su-Jin
1
Heidenreich, Sven
1
Herjanto, Halimin
1
Hur, Won-Moo
1
Kingshott, Russel P. J.
1
Kleinaltenkamp, Michael
1
Krämer, Tobias
1
Li, Chia-Ying
1
Mathies, Christine
1
Moon, Tae Won
1
Mothersbaugh, David L.
1
Ramseook-Munhurrun, Prabha
1
Reynolds, Kristy E.
1
Ryan, Gerard
1
Sharma, Piyush
1
Shin, Hyunju
1
Shultz, Tamar
1
Yagil, Dana
1
Yeh, Ching-Wen
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Journal of service theory and practice : JSTP
Journal of retailing and consumer services
67
The journal of services marketing
61
International journal of hospitality management
60
Journal of business research : JBR
42
Journal of service management
22
International journal of contemporary hospitality management
20
Journal of service research : JSR
19
Journal of service research
18
The service industries journal
18
Journal of hospitality marketing & management
16
Psychology & marketing
16
Services marketing quarterly
16
Journal of service theory and practice
15
Journal of the Academy of Marketing Science
12
International journal of services and operations management
11
Journal of air transport management
11
Managing service quality : MSQ ; an international journal
11
Journal of retailing
10
Service business
10
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
10
International journal of quality and service sciences
9
The TQM journal : the international review of organizational improvement
9
Tourism management : research, policies, practice
9
European journal of marketing : EJM
8
International journal of business and economics
8
Journal of travel and tourism marketing
8
Cogent business & management
7
European journal of marketing
7
Industrial marketing management : the international journal for industrial and high-tech firms
7
International journal of consumer studies
7
Marketing letters : a journal of research in marketing
7
The Cornell hospitality quarterly
7
Asia Pacific journal of marketing and logistics
6
Business horizons
6
International journal of operations & production management : IJOPM ; the official journal of the European Operations Management Association, EUROMA
6
International journal of services, economics and management
6
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
6
Journal of marketing theory and practice
6
Benchmarking : an international journal ; BIJ
5
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1
Customer delight : universal remedy or a double-edged sword?
Ludwig, Nadine L.
;
Heidenreich, Sven
;
Krämer, Tobias
; …
- In:
Journal of service theory and practice : JSTP
27
(
2017
)
1
,
pp. 23-46
Persistent link: https://www.econbiz.de/10011601104
Saved in:
2
Observing delightful experiences of other customers : the double-edged sword of jealousy and joy
Ludwig, Nadine L.
;
Barnes, Donald C.
;
Gouthier, Matthias
- In:
Journal of service theory and practice : JSTP
27
(
2017
)
1
,
pp. 145-163
Persistent link: https://www.econbiz.de/10011602729
Saved in:
3
Employing proactive interaction for service failure prevention to improve customer service experiences
Shin, Hyunju
;
Ellinger, Alexander E.
;
Mothersbaugh, David L.
- In:
Journal of service theory and practice : JSTP
27
(
2017
)
1
,
pp. 164-186
Persistent link: https://www.econbiz.de/10011602742
Saved in:
4
Service with a conscience : moral dilemmas in customer service roles
Yagil, Dana
;
Shultz, Tamar
- In:
Journal of service theory and practice : JSTP
27
(
2017
)
3
,
pp. 689-711
Persistent link: https://www.econbiz.de/10011707303
Saved in:
5
Impact of frontline service employees' acculturation behaviours on customer satisfaction and commitment in intercultural service encounters
Gaur, Sanjaya Singh
;
Sharma, Piyush
;
Herjanto, Halimin
; …
- In:
Journal of service theory and practice : JSTP
27
(
2017
)
6
,
pp. 1105-1121
Persistent link: https://www.econbiz.de/10011811524
Saved in:
6
A critical incident technique investigation of customers’ waiting experiences in service encounters
Ramseook-Munhurrun, Prabha
- In:
Journal of service theory and practice : JSTP
26
(
2016
)
3
,
pp. 246-272
Persistent link: https://www.econbiz.de/10011528280
Saved in:
7
The antecedents and consequences of humour for service : a review and directions for research
Mathies, Christine
;
Chiew, Tung Moi
;
Kleinaltenkamp, Michael
- In:
Journal of service theory and practice : JSTP
26
(
2016
)
2
,
pp. 137-162
Persistent link: https://www.econbiz.de/10011515343
Saved in:
8
The service-profit chain in call centre services
Chicu, Dorina
;
Aparicio-Valverde, Mireia
;
Ryan, Gerard
; …
- In:
Journal of service theory and practice : JSTP
26
(
2016
)
5
,
pp. 616-641
Persistent link: https://www.econbiz.de/10011599111
Saved in:
9
Linking customer verbal aggression and service sabotage
Yeh, Ching-Wen
- In:
Journal of service theory and practice : JSTP
25
(
2015
)
6
,
pp. 877-896
Persistent link: https://www.econbiz.de/10011392456
Saved in:
10
Switching barriers and customer retention : why customers dissatisfied with online service recovery remain loyal
Li, Chia-Ying
- In:
Journal of service theory and practice : JSTP
25
(
2015
)
4
,
pp. 370-393
Persistent link: https://www.econbiz.de/10011400714
Saved in:
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