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Year of publication
Subject
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Customer service 3,183 Kundenservice 3,183 Beziehungsmarketing 1,295 Relationship marketing 1,295 Dienstleistungsqualität 1,138 Service quality 1,138 Kundenzufriedenheit 1,032 Customer satisfaction 1,031 Consumer behaviour 976 Konsumentenverhalten 973 Deutschland 373 Germany 371 Beschwerdemanagement 349 Complaint management 348 Dienstleistungssektor 333 Service industry 332 Theory 313 Theorie 312 Emotion 223 Online retailing 186 Online-Handel 186 Dienstleistung 169 Einzelhandel 164 Salespeople 162 Verkaufspersonal 162 Electronic Commerce 161 Retail trade 161 Dienstleistungsmarketing 154 Services marketing 154 Arbeitsverhalten 147 Work behaviour 147 Dienstleistungsmanagement 145 Service management 145 E-commerce 144 USA 142 United States 142 Services 130 Bundling strategy 129 Leistungsbündel 129 Robot 111
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Online availability
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Undetermined 1,049 Free 378 CC license 32
Type of publication
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Article 2,341 Book / Working Paper 916 Journal 10 Other 1
Type of publication (narrower categories)
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Article in journal 1,847 Aufsatz in Zeitschrift 1,847 Aufsatz im Buch 455 Book section 455 Hochschulschrift 237 Thesis 189 Graue Literatur 163 Non-commercial literature 163 Arbeitspapier 85 Working Paper 85 Collection of articles of several authors 80 Sammelwerk 80 Case study 71 Fallstudie 71 Bibliografie enthalten 48 Bibliography included 48 Aufsatzsammlung 47 Ratgeber 43 Guidebook 41 Konferenzschrift 25 Lehrbuch 16 Textbook 16 Collection of articles written by one author 15 Sammlung 15 Conference proceedings 14 Handbook 11 Handbuch 11 Amtsdruckschrift 9 Conference paper 9 Government document 9 Konferenzbeitrag 9 research-article 5 Accompanied by computer file 4 Elektronischer Datenträger als Beilage 4 Forschungsbericht 4 Mikroform 4 Article 3 Company information 2 Elektronischer Datenträger 2 Firmeninformation 2
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Language
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English 2,472 German 795 Undetermined 8 French 5 Finnish 1 Spanish 1
Author
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Stauss, Bernd 18 Thomas, Oliver 14 Pepels, Werner 11 Mattila, Anna S. 10 McColl-Kennedy, Janet R. 10 Fellmann, Michael 9 Gustafsson, Anders 9 Kumar, Anuj 9 Söderlund, Magnus 9 Wirtz, Jochen 9 Gouthier, Matthias 8 Hinterhuber, Hans H. 8 Nüttgens, Markus 8 Ye, Yijiao 8 Bliemel, Friedhelm 7 Bowen, David E. 7 Edvardsson, Bo 7 Fassott, Georg 7 Groth, Markus 7 Helmke, Stefan 7 Medler-Liraz, Hana 7 Netessine, Serguei 7 Paluch, Stefanie 7 Schlicker, Michael 7 Shin, Hyunju 7 Walsh, Gianfranco 7 Chi, Nai-Wen 6 Dangelmaier, Wilhelm 6 Dixon, Matthew 6 Ellinger, Alexander E. 6 Gierl, Heribert 6 Haas, Alexander 6 Larivière, Bart 6 Luczak, Holger 6 Lyu, Yijing 6 Ruyter, Ko de 6 Seger-Guttmann, Tali 6 Subramony, Mahesh 6 Terziev, Venelin 6 Van Vaerenbergh, Yves 6
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Institution
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Books on Demand GmbH <Norderstedt> 6 Springer Fachmedien Wiesbaden 6 Excellence-in-Service-Konferenz <6., 2016, Koblenz> 3 IGI Global 3 Institut für Technik der Betriebsführung 3 Verlag Dr. Kovač 3 Europäische Kommission 2 Fördergesellschaft Marketing an der Universität Augsburg 2 Harvard Graduate School of Business Administration 2 Kundendienst-Verband Deutschland 2 National Bureau of Economic Research 2 Nomos Verlagsgesellschaft 2 Rheinisch-Westfälische Technische Hochschule Aachen 2 Shaker Verlag 2 Université Paris-Dauphine (Paris IX) 2 Vivento-Customer-Services <Bonn> 2 AMACOM 1 Bergische Universität Wuppertal 1 Confederation of Britisch Industry 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 Dortmunder Energie- und Wasserversorgung GmbH 1 Droege & Comp. <Düsseldorf> 1 Duncker & Humblot 1 ESCP-EAP European School of Management 1 Eberhard Karls Universität Tübingen 1 Erasmus Research Institute of Management 1 Eric Cuvillier <Firma> 1 European Commission / Directorate-General for Communication 1 Europäische Kommission / Generaldirektion Wettbewerb 1 Europäischer Wirtschafts- und Sozialausschuss 1 Forschungsinstitut für Innovative Arbeitsgestaltung und Prävention 1 Forschungsinstitut für Rationalisierung e.V. an der RWTH Aachen 1 Forschungsstelle Automobilwirtschaft <Bamberg> 1 Forum Berufsbildung 1 Fraunhofer-Institut für Produktionstechnologie IPT 1 Friedrich-Schiller-Universität Jena 1
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Published in...
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Journal of retailing and consumer services 83 The journal of services marketing 78 International journal of hospitality management 65 Journal of business research : JBR 63 Journal of service management 40 SpringerLink / Bücher 38 Journal of service research : JSR 34 The service industries journal 31 International journal of contemporary hospitality management 30 Journal of service research 27 Psychology & marketing 24 Services marketing quarterly 19 International journal of production economics 18 International journal of services and operations management 18 Journal of hospitality marketing & management 18 Tourism management : research, policies, practice 18 Gabler Edition Wissenschaft 17 Managing service quality : MSQ ; an international journal 17 Journal of retailing 16 Journal of the Academy of Marketing Science 16 Journal of air transport management 15 Journal of service theory and practice 15 Europäische Hochschulschriften / 5 14 Journal of service theory and practice : JSTP 14 Service business 14 European journal of operational research : EJOR 13 Harvard-Business-Manager : das Wissen der Besten 13 International journal of quality and service sciences 13 Management science : journal of the Institute for Operations Research and the Management Sciences 13 Springer eBook Collection / Business and Economics 13 Aftersales in der Automobilwirtschaft : Konzepte für Ihren Erfolg 12 Business horizons 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 consumer studies 12 The TQM journal : the international review of organizational improvement 12 European research studies 11 International journal of operations & production management : IJOPM ; the official journal of the European Operations Management Association, EUROMA 11 International journal of production research 11 Journal of marketing 11
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Source
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ECONIS (ZBW) 3,247 RePEc 9 Other ZBW resources 8 EconStor 3 BASE 1
Showing 1 - 10 of 3,268
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Customer experiences with service robots in hotels : a review and research agenda
Rana, Nripendra P.; Begum, Nusaiba; Faisal, Mohd. Nishat; … - In: Journal of hospitality marketing & management 34 (2025) 2, pp. 145-174
Persistent link: https://www.econbiz.de/10015189113
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Beyond "Eat-Pray-Love" : designing transformative CX for self-discovery in extended service encounters
Zimbatu, Alexandra; Russell-Bennett, Rebekah - In: Journal of business research : JBR 186 (2025), pp. 1-13
Persistent link: https://www.econbiz.de/10015158139
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Emotional energy : when customer interactions energize service employees
Cayla, Julien; Auriacombe, Brigitte - 2025
Persistent link: https://www.econbiz.de/10015374132
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Generative AI at work
Brynjolfsson, Erik; Li, Danielle; Raymond, Lindsey - In: The quarterly journal of economics 140 (2025) 2, pp. 889-942
Persistent link: https://www.econbiz.de/10015359039
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More than a bot? : the impact of disclosing human involvement on customer interactions with hybrid service agents
Gnewuch, Ulrich; Morana, Stefan; Hinz, Oliver; Kellner, Ralf - In: Information systems research : ISR 35 (2024) 3, pp. 936-955
Persistent link: https://www.econbiz.de/10015192713
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Can frontline employees help consumers improve their financial planning behavior? : implications from triadic analysis
Siahtiri, Vida; Weiger, Welf; Tetteh-Afi, Christian; … - In: European journal of marketing 58 (2024) 13, pp. 130-158
Persistent link: https://www.econbiz.de/10015198461
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The BORIS experience : evaluating omnichannel returns and repurchase intention
Hao, Jianliang; Richey, Robert Glenn <Jr.>; Morgan, Tyler R. - In: International journal of physical distribution and … 54 (2024) 11, pp. 44-81
Persistent link: https://www.econbiz.de/10015198510
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Co-creating customer experiences in service ecosystems : a study in a tourist destination
Monferrer Tirado, Diego; Moliner Tena, Miguel Angel; … - In: The journal of services marketing 38 (2024) 10, pp. 1-16
Persistent link: https://www.econbiz.de/10015207222
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The gloomy side of value co-creation for service employees
Terblanche, Nic S.; Babin, Barry J. - In: The journal of services marketing 38 (2024) 10, pp. 44-65
Persistent link: https://www.econbiz.de/10015207225
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The influence of employee accent on customer participation in services
Bourdin, David; Sichtmann, Christina; Davvetas, Vasileios - In: Journal of service research 27 (2024) 2, pp. 194-212
Persistent link: https://www.econbiz.de/10014580418
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