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Journal of service management
Business horizons
Journal of business research : JBR
624
Journal of retailing and consumer services
582
Industrial marketing management : the international journal for industrial and high-tech firms
395
SpringerLink / Bücher
297
International journal of hospitality management
280
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225
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192
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164
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161
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Asia Pacific journal of marketing and logistics
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Services marketing quarterly
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ECONIS (ZBW)
175
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1
Some agents are more similar than others : customer orientation of frontline robots and employees
Leiño Calleja, David
;
Schepers, Jeroen
;
Nijssen, E. J.
- In:
Journal of service management
34
(
2023
)
6
,
pp. 27-49
Persistent link: https://www.econbiz.de/10014456545
Saved in:
2
Customer-to-customer interactions in the sport fan context : typology, framework (C2CIF) and directions for future research
Uhrich, Sebastian
;
Grohs, Reinhard
;
Koenigstorfer, Joerg
- In:
Journal of service management
35
(
2024
)
1
,
pp. 53-70
Persistent link: https://www.econbiz.de/10014456578
Saved in:
3
Brand community formation in service management : lessons from the sport industry
Heere, Bob
;
Lock, Daniel
;
Cooper, Danielle
- In:
Journal of service management
35
(
2024
)
1
,
pp. 71-88
Persistent link: https://www.econbiz.de/10014456580
Saved in:
4
Building a competitive advantage based on transparency : when and why does transparency matter for corporate social responsibility?
Liu, Yeyi
;
Heinberg, Martin
;
Huang, Xuan
;
Eisingerich, …
- In:
Business horizons
66
(
2023
)
4
,
pp. 517-527
Persistent link: https://www.econbiz.de/10014333502
Saved in:
5
Making the customer experience journey more hedonic in a traditionally utilitarian service context : a case study
Ponsignon, Frédéric
- In:
Journal of service management
34
(
2023
)
2
,
pp. 294-315
Persistent link: https://www.econbiz.de/10014337953
Saved in:
6
Friend, mentor, lover : does chatbot engagement lead to psychological dependence?
Xie, Tianling
;
Pentina, Iryna
;
Hancock, Tyler
- In:
Journal of service management
34
(
2023
)
4
,
pp. 806-828
Persistent link: https://www.econbiz.de/10014338206
Saved in:
7
Bridging two tales of engagement : a meta-analytic review of employee engagement and customer engagement in service contexts
Michel, Eric J.
;
Lindsey-Hall, Kristina K.
;
Kepes, Sven
; …
- In:
Journal of service management
34
(
2023
)
5
,
pp. 843-866
Persistent link: https://www.econbiz.de/10014456476
Saved in:
8
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:
9
Exploring the changing role of brand archetypes in customer-brand relationships : why try to be a hero when your brand can be more?
Merlo, Omar
;
Eisingerich, Andreas B
;
Gillingwater, Richard
- In:
Business horizons
66
(
2023
)
5
,
pp. 615-629
Persistent link: https://www.econbiz.de/10014382987
Saved in:
10
The extended reality technology (ERT) framework for designing customer and service experiences in phygital settings : a service research agenda
Batat, Wided
;
Hammedi, Wafa
- In:
Journal of service management
34
(
2023
)
1
,
pp. 10-33
Persistent link: https://www.econbiz.de/10013537613
Saved in:
11
Experiential AR/VR : a consumer and service framework and research agenda
Zarantonello, Lia
;
Schmitt, Bernd
- In:
Journal of service management
34
(
2023
)
1
,
pp. 34-55
Persistent link: https://www.econbiz.de/10013537614
Saved in:
12
Designing augmented reality services for enhanced customer experiences in retail
Vaidyanathan, Nageswaran
;
Henningsson, Stefan
- In:
Journal of service management
34
(
2023
)
1
,
pp. 78-99
Persistent link: https://www.econbiz.de/10013537616
Saved in:
13
Customer fairness perceptions in augmented reality-based online services
Christ-Brendemühl, Sonja
;
Schaarschmidt, Mario
- In:
Journal of service management
33
(
2022
)
1
,
pp. 9-32
Persistent link: https://www.econbiz.de/10012797603
Saved in:
14
Content versus community focus in live streaming services : how to drive engagement in synchronous social media
Giertz, Johann N.
;
Weiger, Welf Hermann
;
Törhönen, Maria
- In:
Journal of service management
33
(
2022
)
1
,
pp. 33-58
Persistent link: https://www.econbiz.de/10012797604
Saved in:
15
AI as customer
Huang, Ming-Hui
;
Rust, Roland T.
- In:
Journal of service management
33
(
2022
)
2
,
pp. 210-220
Persistent link: https://www.econbiz.de/10012880724
Saved in:
16
Trust me, I'm a bot : repercussions of chatbot disclosure in different service frontline settings
Mozafari, Nika
;
Weiger, Welf Hermann
;
Hammerschmidt, Maik
- In:
Journal of service management
33
(
2022
)
2
,
pp. 221-245
Persistent link: https://www.econbiz.de/10012880725
Saved in:
17
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:
18
Figures in the carpet of branding
Brown, Stephen
- In:
Journal of service management
33
(
2022
)
3
,
pp. 428-436
Persistent link: https://www.econbiz.de/10013325592
Saved in:
19
Towards a theory of brand love in services : the power of identity and social relationships
Ahuvia, Aaron
;
Izberk-Bilgin, Elif
;
Lee, Kyungwon
- In:
Journal of service management
33
(
2022
)
3
,
pp. 453-464
Persistent link: https://www.econbiz.de/10013325628
Saved in:
20
The invisible leash : when human brands hijack corporate brands' consumer relationships
Giertz, Johann N.
;
Hollebeek, Linda D.
;
Weiger, Welf Hermann
- In:
Journal of service management
33
(
2022
)
3
,
pp. 485-495
Persistent link: https://www.econbiz.de/10013325644
Saved in:
21
Better together : involving consumers in the ideation, creation and dissemination of transformative value
Bilstein, Nicola
;
Verlegh, Peeter
;
Klostermann, Jan
; …
- In:
Journal of service management
33
(
2022
)
4/5
,
pp. 520-530
Persistent link: https://www.econbiz.de/10013325696
Saved in:
22
Value co-creation through social media : a multistakeholder, communication perspective
Ravazzani, Silvia
;
Hazée, Simon
- In:
Journal of service management
33
(
2022
)
4/5
,
pp. 589-600
Persistent link: https://www.econbiz.de/10013325717
Saved in:
23
The role of recommender systems in fostering consumers' long-term platform engagement
Maslowska, Ewa
;
Malthouse, Edward C.
;
Hollebeek, Linda D.
- In:
Journal of service management
33
(
2022
)
4/5
,
pp. 721-732
Persistent link: https://www.econbiz.de/10013325753
Saved in:
24
The TRISEC framework for optimizing conversational agent design across search, experience and credence service contexts
Blazevic, Vera
;
Sidaoui, Karim
- In:
Journal of service management
33
(
2022
)
4/5
,
pp. 733-746
Persistent link: https://www.econbiz.de/10013325755
Saved in:
25
Customer interaction strategy, brand purpose and brand communities
Calder, Bobby J.
- In:
Journal of service management
33
(
2022
)
4/5
,
pp. 747-757
Persistent link: https://www.econbiz.de/10013325757
Saved in:
26
Rethinking nonprofit service disintermediation through service communication interactions
Mitchell, Sarah-Louise
;
Clark, Moira K.
- In:
Journal of service management
33
(
2022
)
4/5
,
pp. 758-773
Persistent link: https://www.econbiz.de/10013325758
Saved in:
27
The role of proximity in omnichannel customer experience : a service logic perspective
Dalla Pozza, Ilaria
- In:
Journal of service management
33
(
2022
)
4/5
,
pp. 774-786
Persistent link: https://www.econbiz.de/10013325759
Saved in:
28
Loyalty or lethargy? : keeping sellers committed, not entrenched
Jelinek, Ronald
- In:
Business horizons
64
(
2021
)
1
,
pp. 61-71
Persistent link: https://www.econbiz.de/10012494566
Saved in:
29
Managing your most loyal customer relationships
Larson, John A.
;
Jaworski, Bernard J.
;
Larson, Jack
- In:
Business horizons
64
(
2021
)
1
,
pp. 141-147
Persistent link: https://www.econbiz.de/10012494576
Saved in:
30
From data to action : how marketers can leverage AI
Campbell, Colin L.
;
Sands, Sean
;
Ferraro, Carla
;
Tsao, …
- In:
Business horizons
63
(
2020
)
2
,
pp. 227-243
Persistent link: https://www.econbiz.de/10012172056
Saved in:
31
How small service failures drive customer defection : introducing the concept of microfailures
Sands, Sean
;
Campbell, Colin L.
;
Shedd, Lois
;
Ferraro, Carla
- In:
Business horizons
63
(
2020
)
4
,
pp. 573-584
Persistent link: https://www.econbiz.de/10012287580
Saved in:
32
The differential treatment of women during service recovery : how perceived social power affects consumers' postfailure compensation
Cummings, Krista Hill
;
Seitchik, Allison E.
- In:
Business horizons
63
(
2020
)
5
,
pp. 647-658
Persistent link: https://www.econbiz.de/10012301448
Saved in:
33
Flatlined : combatting the death of retail stores
Berman, Barry
- In:
Business horizons
62
(
2019
)
1
,
pp. 75-82
Persistent link: https://www.econbiz.de/10011995667
Saved in:
34
Strategies for creating value through individual and collective customer experiences
Heinonen, Kristina
;
Campbell, Colin L.
;
Ferguson, Sarah Lord
- In:
Business horizons
62
(
2019
)
1
,
pp. 95-104
Persistent link: https://www.econbiz.de/10011995670
Saved in:
35
Competing with loyalty : how to design successful customer loyalty reward programs
Nastasoiu, Alina
;
Vandenbosch, Mark B.
- In:
Business horizons
62
(
2019
)
2
,
pp. 207-214
Persistent link: https://www.econbiz.de/10011995687
Saved in:
36
In bot we trust : a new methodology of chatbot performance measures
Przegalińska, Aleksandra K.
;
Ciechanowski, Leon
; …
- In:
Business horizons
62
(
2019
)
6
,
pp. 785-797
Persistent link: https://www.econbiz.de/10012129196
Saved in:
37
Keep it, shave it, cut it : a closer look into consumers’ video viewing behavior
Fudurić, Morana
;
Malthouse, Edward C.
;
Viswanathan, Vijay
- In:
Business horizons
61
(
2018
)
1
,
pp. 85-93
Persistent link: https://www.econbiz.de/10011808975
Saved in:
38
Consumer social voice in the age of social media : segmentation profiles and relationship marketing strategies
Melancon, Joanna Phillips
;
Dalakas, Vassilis
- In:
Business horizons
61
(
2018
)
1
,
pp. 157-167
Persistent link: https://www.econbiz.de/10011809010
Saved in:
39
Triadic relationships in healthcare
Atilla, E. Asuman
;
Steward, Michelle
;
Wu, Zhaohui
; …
- In:
Business horizons
61
(
2018
)
2
,
pp. 221-228
Persistent link: https://www.econbiz.de/10011809056
Saved in:
40
Circle mapping your firm's growth strategy
Bruni-Bossio, Vincent
;
Sheehan, Norman T.
;
Willness, …
- In:
Business horizons
61
(
2018
)
2
,
pp. 285-296
Persistent link: https://www.econbiz.de/10011809172
Saved in:
41
Building a human brand : brand anthropomorphism unravelled
Portal, Sivan
;
Abratt, Russell
;
Bendixen, Michael
- In:
Business horizons
61
(
2018
)
3
,
pp. 367-374
Persistent link: https://www.econbiz.de/10011866290
Saved in:
42
Timeliness, transparency, and trust : a framework for managing online customer complaints
Stevens, Jennifer L.
;
Spaid, Brian I.
;
Breazeale, Michael
; …
- In:
Business horizons
61
(
2018
)
3
,
pp. 375-384
Persistent link: https://www.econbiz.de/10011866294
Saved in:
43
Delivering a superior customer experience in solutions delivery processes : seven factors for success
Kumar, Ajith
;
Steward, Michelle D.
;
Morgan, Felicia N.
- In:
Business horizons
61
(
2018
)
5
,
pp. 775-782
Persistent link: https://www.econbiz.de/10011922259
Saved in:
44
The role of staff engagement in facilitating staff-led value co-creation
Merrilees, Bill
;
Miller, Dale
;
Yakimova, Raisa
- In:
Journal of service management
28
(
2017
)
2
,
pp. 250-264
Persistent link: https://www.econbiz.de/10011704036
Saved in:
45
Poor and rich customers in the service encounter
Söderlund, Magnus
- In:
Journal of service management
28
(
2017
)
2
,
pp. 265-283
Persistent link: https://www.econbiz.de/10011704037
Saved in:
46
Exploring the impact of rewarded social media engagement in loyalty programs
Rehnen, Lena-Marie
;
Bartsch, Silke
;
Kull, Marina
; …
- In:
Journal of service management
28
(
2017
)
2
,
pp. 305-328
Persistent link: https://www.econbiz.de/10011704053
Saved in:
47
How virtual brand community traces may increase fan engagement in brand pages
Rosenthal, Benjamin
;
Brito, Eliane P. Z.
- In:
Business horizons
60
(
2017
)
3
,
pp. 375-384
Persistent link: https://www.econbiz.de/10011757125
Saved in:
48
Does communicating the customer's resource integrating role improve or diminish value proposition effectiveness?
Leroi-Werelds, Sara
;
Streukens, Sandra
;
Van …
- In:
Journal of service management
28
(
2017
)
4
,
pp. 618-639
Persistent link: https://www.econbiz.de/10011731212
Saved in:
49
The enhanced loyalty drivers of customers acquired through referral reward programs
Ramaseshan, B.
;
Wirtz, Jochen
;
Georgi, Dominik
- In:
Journal of service management
28
(
2017
)
4
,
pp. 687-706
Persistent link: https://www.econbiz.de/10011731220
Saved in:
50
The impact of service bundles on the mechanism through which functional value and price value affect WOM intent
Ranaweera, Chatura
;
Karjaluoto, Heikki
- In:
Journal of service management
28
(
2017
)
4
,
pp. 707-723
Persistent link: https://www.econbiz.de/10011731222
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