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~person:"Ellinger, Alexander E."
~person:"Groth, Markus"
~person:"Wirtz, Jochen"
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Search: subject_exact:"Kunden-Hotline"
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Customer service
22
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22
Dienstleistungsqualität
12
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Ellinger, Alexander E.
Groth, Markus
Wirtz, Jochen
Stauss, Bernd
19
Thomas, Oliver
14
Pepels, Werner
11
Mattila, Anna S.
10
Edvardsson, Bo
9
Fellmann, Michael
9
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Van Vaerenbergh, Yves
9
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Kumar, Anuj
8
Nüttgens, Markus
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8
Barnes, Donald C.
7
Bliemel, Friedhelm
7
Fassott, Georg
7
Gouthier, Matthias
7
Helmke, Stefan
7
McColl-Kennedy, Janet R.
7
Miao, Li
7
Netessine, Serguei
7
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Sharma, Piyush
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Shin, Hyunju
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6
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Dangelmaier, Wilhelm
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6
Gruber, Thorsten
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Luczak, Holger
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Winning in service markets series
3
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2
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2
The journal of business & industrial marketing
2
A Research Agenda for Service Marketing
1
Academy of Management journal : AMJ
1
Emotional labor in the 21st century : diverse perspectives on the psychology of emotion regulation at work
1
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ECONIS (ZBW)
22
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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
Service robots, agency and embarrassing service encounters
Pitardi, Valentina
;
Wirtz, Jochen
;
Paluch, Stefanie
; …
- In:
Journal of service management
33
(
2022
)
2
,
pp. 389-414
Persistent link: https://www.econbiz.de/10012880733
Saved in:
3
Service robots and their implications for service delivery
Wirtz, Jochen
;
Kunz, Werner H.
;
Paluch, Stefanie
; …
- In:
A Research Agenda for Service Marketing
,
(pp. 23-43)
.
2024
Persistent link: https://www.econbiz.de/10014517864
Saved in:
4
A meta-analysis of the impact of customer mistreatment on service employees' affective, attitudinal and behavioral outcomes
Wu, Yu
;
Groth, Markus
;
Zhang, Kaixin
;
Minbashian, Amirali
- In:
Journal of service management
34
(
2023
)
5
,
pp. 896-940
Persistent link: https://www.econbiz.de/10014456504
Saved in:
5
Digital service technologies, service robots, AI, and the strategic pathways to cost-effective service excellence
Wirtz, Jochen
;
Hofmeister, Johannes
;
Chew, Patricia Y. P.
; …
- In:
The service industries journal
43
(
2023
)
15/16
,
pp. 1173-1196
Persistent link: https://www.econbiz.de/10014423344
Saved in:
6
Putting the "service" into B2B marketing : key developments in service research and their relevance for B2B
Wirtz, Jochen
;
Kowalkowski, Christian
- In:
The journal of business & industrial marketing
38
(
2023
)
2
,
pp. 272-289
Persistent link: https://www.econbiz.de/10013539114
Saved in:
7
It went downhill from there : the spillover effect from previous customer mistreatment on frontline employees' service delivery
Yue, Yumeng
;
Wang, Karyn L.
;
Groth, Markus
- In:
Journal of service research
25
(
2022
)
3
,
pp. 478-493
Persistent link: https://www.econbiz.de/10013395983
Saved in:
8
Four decades of frontline service employee research : an integrative bibliometric review
Subramony, Mahesh
;
Groth, Markus
;
Hu, Xinyu
;
Wu, Yu
- In:
Journal of service research
24
(
2021
)
2
,
pp. 230-248
Persistent link: https://www.econbiz.de/10012522538
Saved in:
9
Designing customer service processes
Wirtz, Jochen
-
2018
Preface -- Introduction -- What is a service process? -- Designing and documenting service processes -- Service process redesign -- Customer participation in service processes -- Self-service technologies -- Conclusion -- Summary -- Endnotes
Persistent link: https://www.econbiz.de/10011645174
Saved in:
10
Designing complaint handling and service recovery strategies
Wirtz, Jochen
-
2018
Preface -- Introduction -- Customer complaining behavior -- Customer responses to effective service recovery -- Principles of effective service recovery systems -- Service guarantees -- Discouraging abuse and opportunistic customer behaviour -- Conclusion -- Summary -- Endnotes
Persistent link: https://www.econbiz.de/10011645179
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