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Search: subject:"Nachkaufmarketing"
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Subject
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Customer service
2,680
Kundenservice
2,680
Beziehungsmarketing
975
Relationship marketing
975
Dienstleistungsqualität
927
Service quality
927
Customer satisfaction
830
Kundenzufriedenheit
830
Consumer behaviour
629
Konsumentenverhalten
629
Deutschland
353
Germany
349
Beschwerdemanagement
290
Complaint management
290
Theorie
275
Theory
275
Dienstleistungssektor
223
Service industry
222
USA
180
United States
180
Emotion
158
Dienstleistung
144
Bundling strategy
120
Leistungsbündel
120
Einzelhandel
115
Retail trade
113
E-Business
112
E-business
112
E-commerce
112
Online-Handel
112
Services
110
Salespeople
98
Verkaufspersonal
98
Qualitätsmanagement
95
Arbeitsverhalten
92
Lieferantenmanagement
92
Supplier relationship management
92
Work behaviour
92
Quality management
90
Callcenter
81
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All
Undetermined
667
Free
205
Type of publication
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Article
1,910
Book / Working Paper
796
Journal
9
Type of publication (narrower categories)
All
Article in journal
1,476
Aufsatz in Zeitschrift
1,476
Aufsatz im Buch
422
Book section
422
Hochschulschrift
231
Thesis
188
Graue Literatur
152
Non-commercial literature
152
Collection of articles of several authors
80
Sammelwerk
80
Arbeitspapier
79
Working Paper
79
Case study
71
Fallstudie
71
Bibliografie enthalten
49
Bibliography included
49
Ratgeber
44
Guidebook
42
Aufsatzsammlung
33
Konferenzschrift
22
Collection of articles written by one author
16
Lehrbuch
16
Sammlung
16
Textbook
16
Conference proceedings
14
Dissertation u.a. Prüfungsschriften
10
Handbook
10
Handbuch
10
Amtsdruckschrift
8
Government document
8
Conference paper
7
Konferenzbeitrag
7
Accompanied by computer file
4
Company information
4
Elektronischer Datenträger als Beilage
4
Firmeninformation
4
Forschungsbericht
3
Elektronischer Datenträger
2
Glossar enthalten
2
Glossary included
2
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English
1,940
German
780
French
5
Undetermined
2
Finnish
1
Spanish
1
Author
All
Stauss, Bernd
18
Pepels, Werner
13
Thomas, Oliver
12
Mattila, Anna S.
10
Gelbrich, Katja
9
Van Vaerenbergh, Yves
9
Fellmann, Michael
8
Gustafsson, Anders
8
Sharma, Piyush
8
Walsh, Gianfranco
8
Edvardsson, Bo
7
Gouthier, Matthias
7
McColl-Kennedy, Janet R.
7
Miao, Li
7
Schlicker, Michael
7
Sirianni, Nancy J.
7
Barnes, Donald C.
6
Bowen, David E.
6
Collier, Joel E.
6
Dixon, Matthew
6
Ellinger, Alexander E.
6
Gierl, Heribert
6
Gremler, Dwayne D.
6
Gruber, Thorsten
6
Hinterhuber, Hans H.
6
Netessine, Serguei
6
Nüttgens, Markus
6
Ruyter, Ko de
6
Walter, Philipp
6
Wirtz, Jochen
6
Bauer, Hans H.
5
Beatty, Sharon E.
5
Bliemel, Friedhelm
5
Brady, Michael K.
5
Coenen, Christian
5
Dagger, Tracey S.
5
Fassott, Georg
5
Gouthier, Matthias H. J.
5
Grewal, Dhruv
5
Groth, Markus
5
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Institution
All
Books on Demand GmbH <Norderstedt>
6
Springer Fachmedien Wiesbaden
6
Excellence-in-Service-Konferenz <6., 2016, Koblenz>
3
Europäische Kommission
2
Friedrich-Schiller-Universität Jena
2
Fördergesellschaft Marketing an der Universität Augsburg
2
Harvard Graduate School of Business Administration
2
IGI Global
2
Institut für Technik der Betriebsführung
2
Institut für Wirtschaftsinformatik <Bern>
2
Kundendienstverband Deutschland
2
Nomos Verlagsgesellschaft
2
RWTH Aachen
2
Shaker Verlag
2
Vivento-Customer-Services <Bonn>
2
AMACOM
1
Bergische Universität Wuppertal
1
Conference Board
1
DaimlerChrysler AG / Global Service & Parts
1
Deutsch-Französische Unternehmertage <2, 1997, Straßburg>
1
Deutscher Universitäts-Verlag GmbH
1
Deutschland / Bundesministerium für Verkehr, Bau- und Wohnungswesen
1
Droege & Comp. <Düsseldorf>
1
Duncker & Humblot
1
ESCP-EAP European School of Management
1
Erasmus Research Institute of Management
1
Europäische Kommission / Generaldirektion Wettbewerb
1
Europäischer Wirtschafts- und Sozialausschuss
1
Forschungsinstitut für Rationalisierung e.V. an der RWTH Aachen
1
Forschungsstelle Automobilwirtschaft <Bamberg>
1
Forum Berufsbildung
1
Fraunhofer-Institut für Produktionstechnologie IPT
1
Förderkreis des Verbandes Deutscher Verkehrsunternehmen
1
GABAL-Verlag GmbH
1
Gesellschaft für Logistik und Spedition <Viernheim>
1
Handwerkskammer Berlin
1
Industrie-Kontakt-Seminar <33, 1999, Kaiserslautern>
1
Institut für Systemtechnik und Innovationsforschung
1
Institut für Technik der Betriebsführung im Handwerk
1
Institute of Leadership and Management <London>
1
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Published in...
All
Journal of retailing and consumer services
63
The journal of services marketing
62
International journal of hospitality management
61
Journal of business research : JBR
52
Journal of service research : JSR
36
The service industries journal
30
Journal of service management
24
Journal of service research
21
International journal of services and operations management
19
Services marketing quarterly
19
International journal of contemporary hospitality management
18
Managing service quality : MSQ ; an international journal
17
Europäische Hochschulschriften / 5
14
Gabler Edition Wissenschaft
14
Journal of air transport management
14
Journal of retailing
14
Journal of service theory and practice : JSTP
14
Harvard-Business-Manager : das Wissen der Besten
13
Journal of the Academy of Marketing Science
13
Psychology & marketing
13
Aftersales in der Automobilwirtschaft : Konzepte für Ihren Erfolg
12
Die Zukunft des Customer Service : Analysen, Strategien, Konzeptionen
12
Industrial marketing management : the international journal for industrial and high-tech firms
12
International journal of quality and service sciences
12
Journal of hospitality marketing & management
12
Service business
12
International journal of operations & production management : IJOPM ; the official journal of the European Operations Management Association, EUROMA
11
International journal of production economics
11
Journal of marketing
11
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
11
Tourism management : research, policies, practice
11
European journal of marketing : EJM
10
Hybride Wertschöpfung : mobile Anwendungssysteme für effiziente Dienstleistungsprozesse im technischen Kundendienst
10
International journal of business and economics
10
Management science : journal of the Institute for Operations Research and the Management Sciences
10
The TQM journal : the international review of organizational improvement
10
Dienstleistungsproduktivität : mit mobilen Assistenzsystemen zum Unternehmenserfolg
9
European journal of operational research : EJOR
9
Harvard business review : HBR
9
The journal of business & industrial marketing
9
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Source
All
ECONIS (ZBW)
2,694
USB Cologne (EcoSocSci)
18
USB Cologne (business full texts)
3
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1
The deployment of chatbot to improve customer service in higher education institutions during COVID-19
Costa, Benny Kramer
- In:
International journal of innovation : IJI journal
10
(
2022
)
1
,
pp. 178-203
Persistent link: https://www.econbiz.de/10013473310
Saved in:
2
Improving customer satisfaction in proactive service design : a Kano model approach
Wenninger, Annette
;
Rau, Daniel
;
Röglinger, Maximilian
- In:
Electronic markets : EM ; the international journal of …
32
(
2022
)
3
,
pp. 1399-1418
Persistent link: https://www.econbiz.de/10013463446
Saved in:
3
Buffer bots : the role of virtual service agents in mitigating negative effects when service fails
Sands, Sean
;
Campbell, Colin L.
;
Plangger, Kirk
;
Pitt, …
- In:
Psychology & marketing
39
(
2022
)
11
,
pp. 2039-2054
Persistent link: https://www.econbiz.de/10013465140
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
A self-verification perspective on customer mistreatment and customer-directed organizational citizenship behaviors
Amarnani, Rajiv K.
;
Restubog, Simon Lloyd D.
;
Shao, Ruodan
- In:
Journal of organizational behavior : OB ; the internat. …
43
(
2022
)
5
,
pp. 912-931
Persistent link: https://www.econbiz.de/10013279623
Saved in:
6
To serve and protect : a typology of service robots and their role in physically safe services
Schepers, Jeroen
;
Streukens, Sandra
- In:
Journal of service management
33
(
2022
)
2
,
pp. 197-209
Persistent link: https://www.econbiz.de/10012880723
Saved in:
7
The service triad : an empirical study of service robots, customers and frontline employees
Odekerken-Schröder, Gaby
;
Mennens, Kars
;
Steins, Mark
; …
- In:
Journal of service management
33
(
2022
)
2
,
pp. 246-292
Persistent link: https://www.econbiz.de/10012880726
Saved in:
8
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:
9
Consumers' complaints : causal attribution and moral emotions in service failures
Neves, Lude Marieta Gonçalves dos Santos
;
Iglesias, Fabio
- In:
Consumer behavior review : CBR
6
(
2022
)
1
,
pp. 1-12
Persistent link: https://www.econbiz.de/10012886158
Saved in:
10
Blame the bot : anthropomorphism and anger in customer-chatbot interactions
Crolic, Cammy
;
Thomaz, Felipe
;
Hadi, Rhonda
;
Stephen, …
- In:
Journal of marketing
86
(
2022
)
1
,
pp. 132-148
Persistent link: https://www.econbiz.de/10012794738
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