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~isPartOf:"Journal of service management"
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Customer service
30
Kundenservice
30
Dienstleistungsqualität
21
Service quality
21
Customer satisfaction
11
Kundenzufriedenheit
11
Dienstleistungssektor
9
Robot
9
Roboter
9
Service industry
9
Consumer behaviour
7
Dienstleistung
7
Konsumentenverhalten
7
Services
7
Beziehungsmarketing
6
Relationship marketing
6
Arbeitsverhalten
5
Service robots
5
Work behaviour
5
Emotion
4
Service encounter
4
Arbeitskräfte
3
Arbeitszufriedenheit
3
Artificial intelligence
3
Beschwerdemanagement
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Complaint management
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Customer integration
3
Job satisfaction
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Kundenintegration
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Künstliche Intelligenz
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Salespeople
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Verkaufspersonal
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Workforce
3
Arbeitsgruppe
2
Competence
2
Einzelhandel
2
Human-robot interaction
2
Meta-Analyse
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Meta-analysis
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Retail trade
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Edvardsson, Bo
2
Kunz, Werner H.
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Paluch, Stefanie
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Tronvoll, Bård
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Baaklini, Eliane Sam
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Do, Khoa The
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Journal of service management
Industrial marketing management : the international journal for industrial and high-tech firms
131
The journal of personal selling & sales management : JPSSM
114
Journal of business research : JBR
113
Journal of retailing and consumer services
89
International journal of hospitality management
75
The journal of services marketing
75
SpringerLink / Bücher
70
Journal of personal selling & sales management
57
The journal of business & industrial marketing
52
Journal of the Academy of Marketing Science
44
Journal of marketing
39
Journal of service research : JSR
38
The service industries journal
35
Journal of marketing education : JME
30
Journal of service research
29
Psychology & marketing
27
Journal of retailing
26
European journal of marketing : EJM
25
International journal of contemporary hospitality management
23
Services marketing quarterly
23
European journal of operational research : EJOR
22
Europäische Hochschulschriften / 5
22
Gabler Edition Wissenschaft
22
Management science : journal of the Institute for Operations Research and the Management Sciences
22
Harvard business review : HBR
21
International journal of services and operations management
21
The journal of real estate finance and economics
20
International journal of production economics
19
Springer eBook Collection / Business and Economics
18
Business horizons
17
European journal of marketing
17
Harvard-Business-Manager : das Wissen der Besten
17
International journal of research in marketing : IJRM ; official journal of the European Marketing Academy
17
Journal of business-to-business marketing
17
Journal of hospitality marketing & management
17
Journal of strategic marketing
17
Managing service quality : MSQ ; an international journal
17
Journal of air transport management
14
Journal of marketing research : JMR
14
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ECONIS (ZBW)
31
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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
Research on service frontline employees : a science - practice perspective
Solnet, David
;
Golubovskaya, Maria
- In:
Journal of service management
34
(
2023
)
5
,
pp. 1021-1037
Persistent link: https://www.econbiz.de/10014456531
Saved in:
9
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:
10
Living and working with service robots : a TCCM analysis and considerations for future research
De Keyser, Arne
;
Kunz, Werner H.
- In:
Journal of service management
33
(
2022
)
2
,
pp. 165-196
Persistent link: https://www.econbiz.de/10012880722
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