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~isPartOf:"Management science : journal of the Institute for Operations Research and the Management Sciences"
~isPartOf:"Journal of service management"
~subject:"Dienstleistungsqualität"
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Dienstleistungsqualität
Customer service
40
Kundenservice
40
Service quality
24
Customer satisfaction
13
Kundenzufriedenheit
13
Consumer behaviour
10
Dienstleistungssektor
10
Konsumentenverhalten
10
Service industry
10
Robot
9
Roboter
9
Beziehungsmarketing
8
Dienstleistung
8
Relationship marketing
8
Services
8
Beschwerdemanagement
6
Complaint management
6
Arbeitsverhalten
5
Service robots
5
Work behaviour
5
Emotion
4
Service encounter
4
Arbeitskräfte
3
Arbeitszufriedenheit
3
Artificial intelligence
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Contract theory
3
Customer integration
3
Einzelhandel
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Job satisfaction
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Kundenintegration
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Künstliche Intelligenz
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Lieferkette
3
Retail trade
3
Service innovation
3
Supply chain
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Vertragstheorie
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Workforce
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Aerospace industry
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Edvardsson, Bo
2
Tronvoll, Bård
2
Amelia, Amelia
1
Baaklini, Eliane Sam
1
Bellos, Ioannis
1
Bolton, Ruth N.
1
Brengman, Malaika
1
Buell, Ryan W.
1
Campbell, Dennis W.
1
Chase, Richard B.
1
Cheng, Shuoxin
1
Dasu, Sriram
1
De Zanet, Fabrice
1
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1
Do, Khoa The
1
Ellway, Benjamin P. W.
1
Forman, Andrew M.
1
Frei, Frances X.
1
Frimpong, Kwabena
1
Gauquier, Laurens de
1
Gip, Huy
1
Gremler, Dwayne D.
1
Groth, Markus
1
Guchait, Priyanko
1
Gustafsson, Anders
1
Kim, Namwoon
1
Kunz, Werner H.
1
Lin, Cheng-Yu
1
Lin, Jiun-Sheng Chris
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Liu, Nan
1
Liu, Wei
1
Mahr, Dominik
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Marshall, Roger
1
Mathies, Christine
1
McColl-Kennedy, Janet R.
1
Mennens, Kars
1
Minbashian, Amirali
1
Nguyen, Helena
1
Odekerken-Schröder, Gaby
1
Paluch, Stefanie
1
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Management science : journal of the Institute for Operations Research and the Management Sciences
Journal of service management
Journal of retailing and consumer services
58
International journal of hospitality management
55
The journal of services marketing
54
Journal of business research : JBR
35
International journal of contemporary hospitality management
19
Journal of service research
17
The service industries journal
17
Journal of service research : JSR
16
Journal of hospitality marketing & management
15
Journal of service theory and practice
14
Services marketing quarterly
12
International journal of services and operations management
10
Journal of air transport management
10
Journal of the Academy of Marketing Science
10
Service business
10
Journal of service theory and practice : JSTP
9
Psychology & marketing
9
The TQM journal : the international review of organizational improvement
9
International journal of quality and service sciences
8
Managing service quality : MSQ ; an international journal
8
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
8
Tourism management : research, policies, practice
8
International journal of business and economics
7
International journal of services, economics and management
7
Journal of travel and tourism marketing
7
The Cornell hospitality quarterly
7
Asia Pacific journal of marketing and logistics
6
Cogent business & management
6
European journal of marketing
6
Industrial marketing management : the international journal for industrial and high-tech firms
6
International journal of operations & production management : IJOPM ; the official journal of the European Operations Management Association, EUROMA
6
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
6
Journal of retailing
6
Marketing letters : a journal of research in marketing
6
Benchmarking : an international journal ; BIJ
5
Business horizons
5
European journal of marketing : EJM
5
International journal of consumer studies
5
International journal of productivity and quality management : IJPQM
5
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ECONIS (ZBW)
24
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1
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:
2
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:
3
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:
4
Empathetic creativity for frontline employees in the age of service robots : conceptualization and scale development
Do, Khoa The
;
Gip, Huy
;
Guchait, Priyanko
;
Wang, Chen-Ya
; …
- In:
Journal of service management
34
(
2023
)
3
,
pp. 433-466
Persistent link: https://www.econbiz.de/10014338160
Saved in:
5
Frontline employee expectations on working with physical robots in retailing
Willems, Kim
;
Verhulst, Nanouk
;
Gauquier, Laurens de
; …
- In:
Journal of service management
34
(
2023
)
3
,
pp. 467-492
Persistent link: https://www.econbiz.de/10014338164
Saved in:
6
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:
7
A meta-analysis of the relationship between service teamwork mechanisms and customer service outcomes
Yue, Yumeng
;
Zettna, Nate
;
Cheng, Shuoxin
;
Nguyen, Helena
- In:
Journal of service management
34
(
2023
)
5
,
pp. 941-969
Persistent link: https://www.econbiz.de/10014456519
Saved in:
8
Exploring the influence of service employees' characteristics on their willingness to work with service robots
Tu, Yangjun
;
Liu, Wei
;
Yang, Zhi
- In:
Journal of service management
34
(
2023
)
5
,
pp. 1038-1063
Persistent link: https://www.econbiz.de/10014456534
Saved in:
9
Customer acceptance of frontline service robots in retail banking : a qualitative approach
Amelia, Amelia
;
Mathies, Christine
;
Patterson, Paul G.
- In:
Journal of service management
33
(
2022
)
2
,
pp. 321-341
Persistent link: https://www.econbiz.de/10012880728
Saved in:
10
The customer may not always be right : customer compatibility and service performance
Buell, Ryan W.
;
Campbell, Dennis W.
;
Frei, Frances X.
- In:
Management science : journal of the Institute for …
67
(
2021
)
3
,
pp. 1468-1488
Persistent link: https://www.econbiz.de/10012505994
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