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~isPartOf:"Psychology & marketing"
~isPartOf:"The journal of services marketing"
~subject:"Customer service"
~subject:"United States"
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Search: subject_exact:"Käuferzufriedenheit"
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Customer service
United States
Customer satisfaction
269
Kundenzufriedenheit
269
Dienstleistungsqualität
154
Service quality
154
Consumer behaviour
149
Konsumentenverhalten
149
Beziehungsmarketing
139
Relationship marketing
139
Kundenservice
54
Beschwerdemanagement
36
Complaint management
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Emotion
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Arbeitszufriedenheit
17
Customer experience
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Online-Handel
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Brand image
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Confidence
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Alkire, Linda
2
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Gruber, Thorsten
2
Mattila, Anna S.
2
Medler-Liraz, Hana
2
Sharma, Piyush
2
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1
Aksoy, Lerzan
1
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1
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1
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Psychology & marketing
The journal of services marketing
International journal of hospitality management
66
Journal of retailing and consumer services
58
Journal of business research : JBR
43
Journal of service research : JSR
27
International journal of contemporary hospitality management
21
Services marketing quarterly
21
The service industries journal
18
Journal of hospitality marketing & management
17
Journal of service research
15
Managing service quality : MSQ ; an international journal
15
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
14
Service business
13
Journal of service management
12
Journal of the Academy of Marketing Science
12
Journal of travel research : a quarterly publication of the Travel and Tourism Research Association
12
Industrial marketing management : the international journal for industrial and high-tech firms
11
Journal of air transport management
11
Journal of service theory and practice
11
Journal of travel and tourism 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
International journal of business and economics
10
Journal of retailing
9
Journal of service theory and practice : JSTP
9
Asia Pacific journal of marketing and logistics
7
European journal of marketing
7
European journal of marketing : EJM
7
Harvard business review : HBR
7
International journal of consumer studies
7
International journal of productivity and quality management : IJPQM
7
International journal of quality and service sciences
7
International journal of retail & distribution management
7
International journal of services and operations management
7
Journal of consumer research : JCR ; an interdisciplinary bimonthly
7
Tourism management : research, policies, practice
7
International journal of operations & production management : IJOPM ; the official journal of the European Operations Management Association, EUROMA
6
International journal of production economics
6
International journal of services, economics and management
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ECONIS (ZBW)
70
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1
The impact of service robots on customer satisfaction online ratings : the moderating effects of rapport and contextual review factors
Borghi, Matteo
;
Mariani, Marcello M.
;
Vega, Rodrigo P.
; …
- In:
Psychology & marketing
40
(
2023
)
11
,
pp. 2355-2369
Persistent link: https://www.econbiz.de/10014432406
Saved in:
2
When and why signaling frontline employee inexperience can prove to be an asset : effects on consumer forgiveness for service failure
Flacandji, Michaël
;
Cusin, Julien
;
Lunardo, Renaud
- In:
Psychology & marketing
40
(
2023
)
12
,
pp. 2728-2742
Persistent link: https://www.econbiz.de/10014432547
Saved in:
3
The customer is often wrong : investigating the influence of customer failures and apologies on frontline service employee well-being
Robertson, Nichola
;
Rotman, Jeffrey
;
MacQuilken, Lisa
; …
- In:
Psychology & marketing
40
(
2023
)
4
,
pp. 825-844
Persistent link: https://www.econbiz.de/10014290864
Saved in:
4
Digital presence in service recovery : the interactive effect of customer salutations and employee photographs in email signatures
Walsh, Gianfranco
;
Shiu, Edward
;
Schaarschmidt, Mario
; …
- In:
Psychology & marketing
39
(
2022
)
12
,
pp. 2361-2383
Persistent link: https://www.econbiz.de/10013465198
Saved in:
5
Service mega-disruptions : a conceptual model and research agenda
Vredenburg, Jessica
;
Kapitan, Sommer
;
Jang, Sharon
- In:
The journal of services marketing
38
(
2024
)
1
,
pp. 131-144
Persistent link: https://www.econbiz.de/10014473598
Saved in:
6
Call it robot : anthropomorphic framing and failure of self-service technologies
Barone, Ada Maria
;
Stagno, Emanuela
;
Donato, Carmela
- In:
The journal of services marketing
38
(
2024
)
3
,
pp. 272-287
Persistent link: https://www.econbiz.de/10014515617
Saved in:
7
Alexa, may I adopt you? : the role of voice assistant empathy and user-perceived risk in customer service delivery
Coker, Kesha K.
;
Thakur, Ramendra
- In:
The journal of services marketing
38
(
2024
)
3
,
pp. 301-311
Persistent link: https://www.econbiz.de/10014515626
Saved in:
8
The other extreme of the circumplex of emotion : an investigation of consumer outrage
Bourdeau, Brian L.
;
Cronin, J. J.
;
Padgett, Daniel T.
; …
- In:
The journal of services marketing
38
(
2024
)
3
,
pp. 312-325
Persistent link: https://www.econbiz.de/10014515634
Saved in:
9
Language-related stereotype threat, customers' well-being and its outcome
Malik, Aaminah Zaman
;
Paswan, Audhesh
- In:
The journal of services marketing
37
(
2023
)
7
,
pp. 895-910
Persistent link: https://www.econbiz.de/10014333405
Saved in:
10
Neurophysiological responses to robot-human interactions in retail stores
Rancati, Gaia
;
Maggioni, Isabella
- In:
The journal of services marketing
37
(
2023
)
3
,
pp. 261-275
Persistent link: https://www.econbiz.de/10014228964
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