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~isPartOf:"Management science : journal of the Institute for Operations Research and the Management Sciences"
~isPartOf:"Journal of service theory and practice"
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Customer service
17
Kundenservice
17
Dienstleistungsqualität
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11
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10
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Management science : journal of the Institute for Operations Research and the Management Sciences
Journal of service theory and practice
Journal of retailing and consumer services
63
International journal of hospitality management
53
Journal of business research : JBR
45
The journal of services marketing
43
SpringerLink / Bücher
38
Journal of service research
21
International journal of contemporary hospitality management
14
Journal of service management
14
The service industries journal
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Journal of service research : JSR
13
Springer eBook Collection / Business and Economics
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Journal of hospitality marketing & management
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Service business
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Journal of service theory and practice : JSTP
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Journal of the Academy of Marketing Science
11
Journal of retailing
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Services marketing quarterly
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European journal of marketing
7
Tourism management : research, policies, practice
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Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
6
Psychology & marketing
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Asia Pacific journal of marketing and logistics
5
European journal of operational research : EJOR
5
International journal of quality and service sciences
5
Journal of travel and tourism marketing
5
Technological forecasting & social change : an international journal
5
The Cornell hospitality quarterly
5
The TQM journal : the international review of organizational improvement
5
The journal of business & industrial marketing
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Total quality management & business excellence
5
Tourism management perspectives : TMP
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Business process management journal
4
Human resource management review
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Industrial marketing management : the international journal for industrial and high-tech firms
4
International journal of consumer studies
4
International journal of operations & production management : IJOPM ; the official journal of the European Operations Management Association, EUROMA
4
International journal of physical distribution & logistics management : IJPD & LM
4
International journal of production economics
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International journal of services, economics and management
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ECONIS (ZBW)
17
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1
Personal touch in digital customer service : a conceptual framework of relational personalization for conversational AI
Blümel, Jan Hendrik
;
Zaki, Mohamed
;
Bohné, Thomas
- In:
Journal of service theory and practice
34
(
2024
)
1
,
pp. 33-65
Persistent link: https://www.econbiz.de/10014525998
Saved in:
2
Organizational practices to co-create value with family members engaged in service journeys of their loved ones
Verleye, Katrien
;
Holvoet, Sofie
- In:
Journal of service theory and practice
34
(
2024
)
2
,
pp. 319-340
Persistent link: https://www.econbiz.de/10014526078
Saved in:
3
Factors influencing consumer forgiveness : a systematic literature review and directions for future research
Kim, Yungchul
;
Ho, Ting Hin
;
Tan, Lay Peng
;
Casidy, Riza
- In:
Journal of service theory and practice
33
(
2023
)
5
,
pp. 601-628
Persistent link: https://www.econbiz.de/10014339764
Saved in:
4
Antecedents and consequences of effective customer participation : the role of customer education and service modularity
Shah, Syed Aamir Ali
;
Jajja, Muhammad Shakeel Sadiq
; …
- In:
Journal of service theory and practice
33
(
2023
)
5
,
pp. 697-720
Persistent link: https://www.econbiz.de/10014339773
Saved in:
5
FLEs' concerns with misbehaving customers in the time of COVID and beyond
Gillson, Stephanie T.
;
Beatty, Sharon E.
;
Northington, …
- In:
Journal of service theory and practice
33
(
2023
)
6
,
pp. 771-796
Persistent link: https://www.econbiz.de/10014448092
Saved in:
6
Understanding the role of customer incivility and supervisor monitoring in the relationship between customer orientation and frontline employees' emotional exhaustion
Xie, Fang
;
Zhang, Xufan
;
Ye, Jing
;
Zhou, Lulu
;
Zhang, …
- In:
Journal of service theory and practice
33
(
2023
)
6
,
pp. 797-819
Persistent link: https://www.econbiz.de/10014448096
Saved in:
7
When frontline robots emerge: the double-edged-sword effect of anticipated trust on intention to switch brands after service failure
Cui, Jinsheng
;
Zhang, Mengwei
;
Zhong, Jianan
- In:
Journal of service theory and practice
33
(
2023
)
6
,
pp. 842-872
Persistent link: https://www.econbiz.de/10014448129
Saved in:
8
Customer acceptance of service robots under different service settings
Li, Yi
;
Wang, Chongli
;
Song, Bo
- In:
Journal of service theory and practice
33
(
2023
)
1
,
pp. 46-71
Persistent link: https://www.econbiz.de/10014301940
Saved in:
9
Robot service failure : the double-edged sword effect of emotional labor in service recovery
Shi, Yunxia
;
Zhang, Rumeng
;
Ma, Chunhao
;
Wang, Lijie
- In:
Journal of service theory and practice
33
(
2023
)
1
,
pp. 72-88
Persistent link: https://www.econbiz.de/10014301943
Saved in:
10
Failure to maintain customers : antecedents and consequences of service downgrades
Lin, Liming
;
Guo, Zhaoyang
;
Zhou, Chenxi
- In:
Journal of service theory and practice
33
(
2023
)
3
,
pp. 387-411
Persistent link: https://www.econbiz.de/10014302342
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