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Customer service
33
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33
Dienstleistungsqualität
17
Service quality
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Beziehungsmarketing
16
Relationship marketing
16
Customer satisfaction
14
Kundenzufriedenheit
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The service industries journal
The journal of services marketing
75
Journal of retailing and consumer services
74
International journal of hospitality management
70
Journal of business research : JBR
62
SpringerLink / Bücher
38
Journal of service research : JSR
36
Journal of service management
30
Journal of service research
28
International journal of contemporary hospitality management
23
Psychology & marketing
20
Services marketing quarterly
20
International journal of services and operations management
19
Journal of service theory and practice
18
Gabler Edition Wissenschaft
17
Journal of hospitality marketing & management
17
Journal of retailing
17
Managing service quality : MSQ ; an international journal
17
Journal of the Academy of Marketing Science
15
Europäische Hochschulschriften / 5
14
Journal of air transport management
14
Journal of service theory and practice : JSTP
14
Service business
14
Harvard-Business-Manager : das Wissen der Besten
13
Springer eBook Collection / Business and Economics
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 production economics
12
International journal of quality and service sciences
12
Tourism management : research, policies, practice
12
International journal of operations & production management : IJOPM ; the official journal of the European Operations Management Association, EUROMA
11
Journal of marketing
11
The TQM journal : the international review of organizational improvement
11
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
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
International journal of consumer studies
10
Management science : journal of the Institute for Operations Research and the Management Sciences
10
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ECONIS (ZBW)
33
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1
Avatar-mediated service encounters : impacts and research agenda
Watanabe, Kentaro
;
Ho, Bach Quang
- In:
The service industries journal
43
(
2023
)
3/4
,
pp. 134-153
Persistent link: https://www.econbiz.de/10014321569
Saved in:
2
Determinants and consequences of trust in AI-based customer service chatbots
Prakash, Ashish Viswanath
;
Joshi, Arun
;
Nim, Shubhi
; …
- In:
The service industries journal
43
(
2023
)
9/10
,
pp. 642-675
Persistent link: https://www.econbiz.de/10014321618
Saved in:
3
Digital service technologies, service robots, AI, and the strategic pathways to cost-effective service excellence
Wirtz, Jochen
;
Hofmeister, Johannes
;
Chew, Patricia Y. P.
; …
- In:
The service industries journal
43
(
2023
)
15/16
,
pp. 1173-1196
Persistent link: https://www.econbiz.de/10014423344
Saved in:
4
Customer readiness-customer participation link in e-services
Tuan Nguyen
- In:
The service industries journal
42
(
2022
)
9/10
,
pp. 738-769
Persistent link: https://www.econbiz.de/10013362141
Saved in:
5
Understanding the role of frontline employee felt obligation in services
Malhotra, Neeru
;
Ashill, Nicholas
;
Lages, Cristiana R.
; …
- In:
The service industries journal
42
(
2022
)
11/12
,
pp. 843-871
Persistent link: https://www.econbiz.de/10013362154
Saved in:
6
Customer service well-being : scale development and validation
Falter, Mareike
;
Hadwich, Karsten
- In:
The service industries journal
40
(
2020
)
1/2
,
pp. 181-202
Persistent link: https://www.econbiz.de/10012207504
Saved in:
7
Service robot implementation : a theoretical framework and research agenda
Belanche, Daniel
;
Casaló, Luis V.
;
Flavián Blanco, Carlos
- In:
The service industries journal
40
(
2020
)
3/4
,
pp. 203-225
Persistent link: https://www.econbiz.de/10012208486
Saved in:
8
Trust theory and customer services research : theoretical review and synthesis
Isaeva, Neve
;
Gruenewald, Kira
;
Saunders, Mark
- In:
The service industries journal
40
(
2020
)
15/16
,
pp. 1031-1063
Persistent link: https://www.econbiz.de/10012403816
Saved in:
9
Matching service failures and recovery options toward satisfaction
Cantor, Victor John M.
;
Li, Richard C.
- In:
The service industries journal
39
(
2019
)
13/14
,
pp. 901-924
Persistent link: https://www.econbiz.de/10012205901
Saved in:
10
Offshore responsiveness : Theory of Constraints innovates customer services
Naor, Michael
;
Coman, Alex
- In:
The service industries journal
37
(
2017
)
3/4
,
pp. 155-166
Persistent link: https://www.econbiz.de/10011863152
Saved in:
11
Impact of customer experience on loyalty : a multichannel examination
Brun, Isabelle
;
Rajaobelina, Lova
;
Ricard, Line
; …
- In:
The service industries journal
37
(
2017
)
5/6
,
pp. 317-340
Persistent link: https://www.econbiz.de/10011741120
Saved in:
12
Does emotional labor moderate customer participation and buying?
Seger-Guttmann, Tali
;
Medler-Liraz, Hana
- In:
The service industries journal
36
(
2016
)
7/8
,
pp. 356-373
Persistent link: https://www.econbiz.de/10011564156
Saved in:
13
Reinforcing customer loyalty through service employees' competence and benevolence
Nguyen, Nha
- In:
The service industries journal
36
(
2016
)
13/14
,
pp. 721-738
Persistent link: https://www.econbiz.de/10011655411
Saved in:
14
Service encounters as bases for innovation
Sundbo, Jon
;
Sundbo, Donna
;
Henten, Anders
- In:
The service industries journal
35
(
2015
)
5/6
,
pp. 255-274
Persistent link: https://www.econbiz.de/10011299600
Saved in:
15
An approach to prioritize customer-based, cost-effective service enhancements
Srinivasan, V.
;
Shainesh, G.
;
Sharma, Anand K.
- In:
The service industries journal
35
(
2015
)
13/14
,
pp. 747-762
Persistent link: https://www.econbiz.de/10011439912
Saved in:
16
Does high supply chain integration enhance customer response speed?
Chiang, Ai-hsuan
;
Chen, Wun-hwa
;
Wu, Soushan
- In:
The service industries journal
35
(
2015
)
1/2
,
pp. 24-43
Persistent link: https://www.econbiz.de/10010491820
Saved in:
17
Salesperson's listening in buyer-seller service relationships
Román, Sergio
- In:
The service industries journal
34
(
2014
)
7
,
pp. 630-644
Persistent link: https://www.econbiz.de/10010385547
Saved in:
18
Recovering service failure through resource integration
Xu, Yingzi
;
Tronvoll, Bård
;
Edvardsson, Bo
- In:
The service industries journal
34
(
2014
)
16
,
pp. 1253-1271
Persistent link: https://www.econbiz.de/10010492121
Saved in:
19
Development and validation of the customer-centered behavior measure
Michel, John W.
;
Tews, Michael J.
;
Kavanagh, Michael J.
- In:
The service industries journal
34
(
2014
)
13
,
pp. 1075-1091
Persistent link: https://www.econbiz.de/10010412925
Saved in:
20
The effect of service failure types and service recovery on customer satisfaction : a mental accounting perspective
Chuang, Shih-chieh
;
Cheng, Yin-hui
;
Chang, Chai-jung
; …
- In:
The service industries journal
32
(
2012
)
1/2
,
pp. 257-271
Persistent link: https://www.econbiz.de/10009427682
Saved in:
21
The role of customer affection and trust in loyalty rebuilding after service failure and recovery
La, Suna
;
Choi, Beom Joon
- In:
The service industries journal
32
(
2012
)
1/2
,
pp. 105-125
Persistent link: https://www.econbiz.de/10009427702
Saved in:
22
Service recovery, satisfaction and behaviour intentions : analysis of compensation and social comparison communication strategies
Vázquez Casielles, Rodolfo
;
Iglesias Argu͏̈elles, Víctor
- In:
The service industries journal
32
(
2012
)
1/2
,
pp. 83-103
Persistent link: https://www.econbiz.de/10009427705
Saved in:
23
Moderating role of a priori customer-firm relationship in service recovery situations
Kim, Wansoo
;
Ok, Chihyung
;
Canter, Deborah D.
- In:
The service industries journal
32
(
2012
)
1/2
,
pp. 59-82
Persistent link: https://www.econbiz.de/10009427710
Saved in:
24
Customer orientation as a buffer against job burnout
Babakus, Emin
;
Yavas, Ugur
- In:
The service industries journal
32
(
2012
)
1/2
,
pp. 5-16
Persistent link: https://www.econbiz.de/10009427718
Saved in:
25
Speeding up "new products and service development" through strategic community creation : case of automaker after-sales services partners
Taifa, Nouha
;
Passiante, Giuseppina
- In:
The service industries journal
32
(
2012
)
13
,
pp. 2115-2127
Persistent link: https://www.econbiz.de/10009620257
Saved in:
26
The preparedness of critical success factors of IT service management and its effect on performance
Wu, Ming-shian
;
Huang, Sun-jen
;
Chen, Li-wei
- In:
The service industries journal
31
(
2011
)
7/8
,
pp. 1219-1235
Persistent link: https://www.econbiz.de/10009154394
Saved in:
27
A longitudinal study of online non-relationship intentions
Ha, Hong Youl
;
Janda, Swinder
- In:
The service industries journal
31
(
2011
)
3/4
,
pp. 343-354
Persistent link: https://www.econbiz.de/10008937452
Saved in:
28
The antecedent role of customer-to-employee relationships in the development of customer-to-firm relationships
Kim, Wansoo
;
Ok, Chihyung
;
Gwinner, Kevin Patrick
- In:
The service industries journal
30
(
2010
)
7/8
,
pp. 1139-1157
Persistent link: https://www.econbiz.de/10003996853
Saved in:
29
Internal market orientation and its influence on the satisfaction of contact personnel
Tortosa-Edo, Vicent
;
Sánchez-García, Javier
; …
- In:
The service industries journal
30
(
2010
)
7/8
,
pp. 1279-1297
Persistent link: https://www.econbiz.de/10003996865
Saved in:
30
The impacts of core self-evaluations on customer-related social stressors and emotional exhaustion
Karatepe, Osman M.
;
Haktanir, Mine
;
Yorganci, Ilkay
- In:
The service industries journal
30
(
2010
)
9/10
,
pp. 1565-1579
Persistent link: https://www.econbiz.de/10008661608
Saved in:
31
Is empowerment really a contributory factor to service quality?
Ueno, Akiko
- In:
The service industries journal
28
(
2008
)
9/10
,
pp. 1321-1335
Persistent link: https://www.econbiz.de/10003802402
Saved in:
32
Antecedents and consequences of service quality in consumer evaluation of self-service internet technologies
Shamdasani, Prem
;
Mukherjee, Avinandan
;
Malhotra, Neeru
- In:
The service industries journal
28
(
2008
)
1/2
,
pp. 117-138
Persistent link: https://www.econbiz.de/10003733025
Saved in:
33
The antecedents of prosocial service behaviours: an empirical investigation
Ackfeldt, Anna-Lena
;
Wong, Veronica
- In:
The service industries journal
26
(
2006
)
7
,
pp. 727-745
Persistent link: https://www.econbiz.de/10003454632
Saved in:
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