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~isPartOf:"Psychology & marketing"
~isPartOf:"The journal of services marketing"
~subject:"Electronic Commerce"
~subject:"Emotion"
~type_genre:"Article in journal"
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Search: subject_exact:"Kundendienst"
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Electronic Commerce
Emotion
Customer service
95
Kundenservice
95
Dienstleistungsqualität
63
Service quality
63
Customer satisfaction
54
Kundenzufriedenheit
54
Consumer behaviour
48
Konsumentenverhalten
48
Beziehungsmarketing
45
Relationship marketing
45
Dienstleistungssektor
24
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24
Beschwerdemanagement
22
Complaint management
22
Services
18
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Service encounter
16
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Customer integration
10
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10
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9
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Job satisfaction
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Tourism employees
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Tourismusberufe
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Work behaviour
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6
Service delivery
6
Service recovery
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Value creation
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service failure
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Article
16
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Article in journal
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16
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English
16
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Baker, Thomas L.
2
Almanza, Barbara
1
Anaya, Gerardo Joel
1
Bachrach, Daniel G.
1
Barnes, Donald C.
1
Barnett, Willy
1
Black, William C.
1
Bock, Dora Elizabeth
1
Bourdeau, Brian L.
1
Collier, Joel E.
1
Cronin, J. J.
1
Cusin, Julien
1
Flacandji, Michaël
1
Folse, Judith Anne Garretson
1
Funches, Vanessa
1
Gong, Taeshik
1
Ifie, Kemefasu
1
Jackson, Peter
1
Jaramillo, Susana
1
Kearney, Treasa
1
Klaus, Philipp
1
Kuuru, Tiina-Kaisa
1
Lindsey-Hall, Kristina K.
1
Lunardo, Renaud
1
Madupalli, Ramana Kumar
1
Mattila, Anna S.
1
Medler-Liraz, Hana
1
Meyer, Tracy
1
Miao, Li
1
Närvänen, Elina
1
Padgett, Daniel T.
1
Poddar, Amit
1
Powers, Thomas L.
1
Robinson, Stacey
1
Schwabe, Maria
1
Su, Lei
1
Voorhees, Clay M.
1
Walsh, Gianfranco
1
Wan, Lisa C.
1
White, Kimberley
1
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Psychology & marketing
The journal of services marketing
International journal of hospitality management
16
Journal of retailing and consumer services
15
Journal of business research : JBR
9
International journal of contemporary hospitality management
7
Academy of Management journal : AMJ
5
International journal of electronic customer relationship management : IJECRM
5
Journal of service theory and practice : JSTP
5
Journal of service management
4
Journal of service research
4
Journal of service research : JSR
4
Journal of service theory and practice
4
The service industries journal
4
Information systems research : ISR
3
International journal of business information systems : IJBIS
3
International journal of quality and service sciences
3
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
3
Personnel psychology : a journal of applied research
3
Business horizons
2
European journal of operational research : EJOR
2
Industrial marketing management : the international journal for industrial and high-tech firms
2
Information & management : the internat. journal of management processes and systems ; journal of IFIP Users Group
2
International journal of consumer studies
2
International journal of electronic commerce : IJEC
2
International journal of services technology and management : IJSTM
2
Journal for global business advancement : JGBA
2
Journal of consumer marketing
2
Journal of consumer research : JCR ; an interdisciplinary bimonthly
2
Journal of hospitality marketing & management
2
Journal of internet commerce
2
Journal of management : JOM
2
Journal of marketing
2
Journal of travel research : a quarterly publication of the Travel and Tourism Research Association
2
Organizational behavior and human decision processes : a journal of fundamental research and theory in applied psychology
2
South Asian journal of management : SAJM
2
The Cornell hospitality quarterly
2
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
2
Tourism management perspectives : TMP
2
Tourism review
2
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ECONIS (ZBW)
16
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1
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:
2
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:
3
An examination of frontline employee-customer incidental similarities in service failure and recovery contexts
Lindsey-Hall, Kristina K.
;
Jaramillo, Susana
;
Baker, …
- In:
Psychology & marketing
40
(
2023
)
6
,
pp. 1047-1060
Persistent link: https://www.econbiz.de/10014291713
Saved in:
4
Talking bodies : an embodied approach to service employees' work
Kuuru, Tiina-Kaisa
;
Närvänen, Elina
- In:
The journal of services marketing
36
(
2022
)
3
,
pp. 313-325
Persistent link: https://www.econbiz.de/10013407498
Saved in:
5
The contrasting influences of incidental anger and fear on responses to a service failure
Su, Lei
;
Wan, Lisa C.
;
Wyer, Robert S.
- In:
Psychology & marketing
35
(
2018
)
9
,
pp. 666-675
Persistent link: https://www.econbiz.de/10011970127
Saved in:
6
Emotional intelligence in front-line/back-office employee relationships
Kearney, Treasa
;
Walsh, Gianfranco
;
Barnett, Willy
; …
- In:
The journal of services marketing
31
(
2017
)
2
,
pp. 185-199
Persistent link: https://www.econbiz.de/10011654735
Saved in:
7
Gratitude in service encounters : implications for building loyalty
Bock, Dora Elizabeth
;
Folse, Judith Anne Garretson
; …
- In:
The journal of services marketing
30
(
2016
)
3
,
pp. 341-358
Persistent link: https://www.econbiz.de/10011524416
Saved in:
8
Consumer envy during service encounters
Anaya, Gerardo Joel
;
Miao, Li
;
Mattila, Anna S.
; …
- In:
The journal of services marketing
30
(
2016
)
3
,
pp. 359-372
Persistent link: https://www.econbiz.de/10011524421
Saved in:
9
The role of service relationships in employees' and customers' emotional behavior, and customer-related outcomes
Medler-Liraz, Hana
- In:
The journal of services marketing
30
(
2016
)
4
,
pp. 437-448
Persistent link: https://www.econbiz.de/10011615477
Saved in:
10
Exploring service failure in a business-to-business context
Zhu, Xia
;
Zolkiewski, Judy
- In:
The journal of services marketing
29
(
2015
)
5
,
pp. 367-379
Persistent link: https://www.econbiz.de/10011387791
Saved in:
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