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~subject:"Beschwerdemanagement"
~type_genre:"Aufsatz in Zeitschrift"
~type_genre:"Conference proceedings"
~type_genre:"Umfrage"
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Search: subject_exact:"Selbstbedienung"
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Beschwerdemanagement
Selbstbedienung
320
Self-service
318
Consumer behaviour
196
Konsumentenverhalten
196
Customer satisfaction
105
Kundenzufriedenheit
105
Dienstleistungsqualität
99
Service quality
99
Innovation adoption
75
Innovationsakzeptanz
75
Self-service technology
49
Einzelhandel
39
Retail trade
39
Beziehungsmarketing
37
Relationship marketing
37
Technischer Fortschritt
34
Technological change
34
self-service technology
30
Electronic Banking
26
Electronic banking
26
USA
22
United States
22
Complaint management
20
Customer integration
19
Kundenintegration
19
Self-service technologies
19
Innovation diffusion
17
Innovationsdiffusion
17
Customer service
15
Dienstleistungssektor
15
Internet
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Kundenservice
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Service industry
15
E-commerce
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Electronic Commerce
14
Hotel industry
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Hotellerie
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Food retailing
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Aufsatz in Zeitschrift
Conference proceedings
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English
20
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Mattila, Anna S.
3
Robertson, Nichola
3
Fan, Alei
2
Wu, Luorong
2
Ammari, Nedra Bahri
1
Andreassen, Tor W.
1
Aslan, Marjan
1
Barone, Ada Maria
1
Benabdallah, Mounia
1
Bone, Paula Fitzgerald
1
Breazeale, Michael
1
Chen, Nuoya
1
Cho, Wonae
1
Collier, Joel E.
1
Cook, Laurel Aynne
1
Cranage, David A.
1
Dabholkar, Pratibha A.
1
Dao, Hung M.
1
Donato, Carmela
1
Fan, Xiucheng
1
Grewal, Dhruv
1
Hsouna, Abir
1
Jang, Soocheong
1
Jiao, Jinfeng
1
Kandampully, Jay
1
Keating, Byron W.
1
Kim, Heewon
1
Kim, Seo Young
1
Lee, Boyoun
1
Liu, Shunzhong
1
MacQuilken, Lisa
1
Miao, Li
1
Mishra, Abhishek
1
Mohanty, Smaraki
1
Nakata, Cheryl
1
Ro, Heejung Cheyenne
1
Sadeghein, Raika
1
Shaw, Robin N.
1
Sivakumar, K.
1
Spaid, Brian I.
1
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The journal of services marketing
4
Journal of hospitality marketing & management
2
Managing service quality : MSQ ; an international journal
2
Service business
2
International journal of bank marketing
1
International journal of contemporary hospitality management
1
Journal of business research : JBR
1
Journal of consumer behaviour : an international research review
1
Journal of interactive marketing : a quarterly publication from the Direct Marketing Educational Foundation
1
Journal of retailing
1
Journal of retailing and consumer services
1
Journal of service management
1
Journal of service research : JSR
1
The service industries journal
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ECONIS (ZBW)
20
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1
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:
2
Self-service technology recovery : the importance of psychological need support
Keating, Byron W.
;
Aslan, Marjan
- In:
Journal of service management
34
(
2023
)
4
,
pp. 725-749
Persistent link: https://www.econbiz.de/10014338201
Saved in:
3
Does social class matter in recovering self-service technology failures?
Kim, Heewon
;
Jang, Soocheong
- In:
International journal of contemporary hospitality management
34
(
2022
)
3
,
pp. 1135-1153
Persistent link: https://www.econbiz.de/10013164531
Saved in:
4
Consumer effort in service encounters : the overlooked impact of surface acting
Cook, Laurel Aynne
;
Bone, Paula Fitzgerald
;
Sadeghein, Raika
- In:
The journal of services marketing
36
(
2022
)
2
,
pp. 297-309
Persistent link: https://www.econbiz.de/10013407489
Saved in:
5
Consumer responses to the failure of self-service banking technology : moderating role of failure stability
Ammari, Nedra Bahri
;
Hsouna, Abir
;
Benabdallah, Mounia
; …
- In:
International journal of bank marketing
40
(
2022
)
3
,
pp. 458-483
Persistent link: https://www.econbiz.de/10013396357
Saved in:
6
To err is human : tolerate humans instead of machines in service failure
Chen, Nuoya
;
Mohanty, Smaraki
;
Jiao, Jinfeng
;
Fan, Xiucheng
- In:
Journal of retailing and consumer services
59
(
2021
),
pp. 1-11
Persistent link: https://www.econbiz.de/10012433727
Saved in:
7
Self-service technology recovery : the effect of recovery initiation and locus of responsibility
Dao, Hung M.
;
Theotokis, Aristeidis
- In:
Journal of interactive marketing : a quarterly …
54
(
2021
),
pp. 25-39
Persistent link: https://www.econbiz.de/10012592151
Saved in:
8
When does technology anthropomorphism help alleviate customer dissatisfaction after a service failure? : the moderating role of consumer technology self-efficacy and interdependent...
Fan, Alei
;
Wu, Luorong
;
Miao, Li
;
Mattila, Anna S.
- In:
Journal of hospitality marketing & management
29
(
2020
)
3
,
pp. 269-290
Persistent link: https://www.econbiz.de/10012256133
Saved in:
9
Causal attributions and overall blame of self-service technology (SST) failure : different from service failures by employee and policy
Lee, Boyoun
;
Cranage, David A.
- In:
Journal of hospitality marketing & management
27
(
2018
)
1
,
pp. 61-84
Persistent link: https://www.econbiz.de/10011848322
Saved in:
10
Giving back the "self" in self service : customer preferences in self-service failure recovery
Collier, Joel E.
;
Breazeale, Michael
;
White, Allyn
- In:
The journal of services marketing
31
(
2017
)
6
,
pp. 604-617
Persistent link: https://www.econbiz.de/10011801633
Saved in:
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