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Search: subject_exact:"Kundenbetreuung"
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Customer service
3,036
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3,036
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1,139
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1,113
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1,113
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19
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14
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11
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10
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10
Wirtz, Jochen
10
Edvardsson, Bo
9
Fellmann, Michael
9
Van Vaerenbergh, Yves
9
Bliemel, Friedhelm
8
Cook, Sarah
8
Hinterhuber, Hans H.
8
Kumar, Anuj
8
Nüttgens, Markus
8
Walsh, Gianfranco
8
Barnes, Donald C.
7
Fassott, Georg
7
Gouthier, Matthias
7
Helmke, Stefan
7
McColl-Kennedy, Janet R.
7
Miao, Li
7
Netessine, Serguei
7
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7
Sharma, Piyush
7
Shin, Hyunju
7
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7
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7
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6
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6
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6
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6
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4
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3
Institut für Technik der Betriebsführung
3
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2
Fördergesellschaft Marketing an der Universität Augsburg
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IGI Global
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2
Vivento-Customer-Services <Bonn>
2
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1
Bergische Universität Wuppertal
1
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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
39
Journal of service research : JSR
36
The service industries journal
33
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)
3,076
USB Cologne (EcoSocSci)
72
USB Cologne (business full texts)
5
EconStor
1
RePEc
1
Showing
1,451
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1451
Customer sexual harassment and frontline employees' service performance in China
Liu, Xiao-yu
;
Kwan, Ho Kwong
;
Chiu, Randy K.
- In:
Human relations
67
(
2014
)
3
,
pp. 333-356
Persistent link: https://www.econbiz.de/10010257744
Saved in:
1452
Garantiert zufrieden?! : Einfluss von Servicequalität und produktbezogenen Merkmalen auf die Zufriedenheit mit der Garantieabwicklung
Huber, Frank
;
Meyer, Frederik
;
Thelen, Martin
-
2014
Persistent link: https://www.econbiz.de/10010338211
Saved in:
1453
Using strategic idleness to improve customer service experience in service networks
Baron, Opher
;
Berman, Oded
;
Krass, Dmitry
;
Wang, Jianfu
- In:
Operations research
62
(
2014
)
1
,
pp. 123-140
Persistent link: https://www.econbiz.de/10010338548
Saved in:
1454
Optimal uniform pricing strategy of a service firm when facing two classes of customers
Zhou, Wenhui
;
Chao, Xiuli
;
Gong, Xiting
- In:
Production and operations management : an international …
23
(
2014
)
4
,
pp. 676-688
Persistent link: https://www.econbiz.de/10010364028
Saved in:
1455
Developing a multidimensional scale of customer-oriented deviance (COD)
Leo, Cheryl
;
Russell-Bennett, Rebekah
- In:
Journal of business research : JBR
67
(
2014
)
6
,
pp. 1218-1225
Persistent link: https://www.econbiz.de/10010365146
Saved in:
1456
The effects of social justice and stigma-consciousness on gay customers' service recovery evaluation
Ro, Heejung
;
Olson, Eric
- In:
Journal of business research : JBR
67
(
2014
)
6
,
pp. 1162-1169
Persistent link: https://www.econbiz.de/10010365163
Saved in:
1457
Digitales Kundenerlebnis im Private Banking : Kundenerwartung und Realisierung
Meyer, Klaus-Georg
- In:
Trends im Private Banking ...
(
2014
),
pp. 201-216
Persistent link: https://www.econbiz.de/10010366248
Saved in:
1458
Videoberatung oder persönliches Gespräch? : Private Banking im Spannungsfeld zwischen Technik und Vertrauen
Nees, Franz
- In:
Trends im Private Banking ...
(
2014
),
pp. 187-200
Persistent link: https://www.econbiz.de/10010366249
Saved in:
1459
An examination of technology and organization's change in service delivery to meet customer expectations
Carr, Amelia S.
- In:
The journal of applied business research
30
(
2014
)
3
,
pp. 725-735
Persistent link: https://www.econbiz.de/10010370856
Saved in:
1460
Responses to other similar customers in a service setting : analyzing the moderating role of perceive performance
Brack, Anna Dorothea
;
Benkenstein, Martin
- In:
The journal of services marketing
28
(
2014
)
2
,
pp. 138-146
Persistent link: https://www.econbiz.de/10010371776
Saved in:
1461
Encounter satisfaction in e-tailing : are the relationships of order fulfillment service quality with its antecedents and consequences moderated by historical satisfaction?
Koufteros, Xenophon
;
Droge, Cornelia
;
Heim, Gregory
; …
- In:
Decision sciences : DS
45
(
2014
)
1
,
pp. 5-48
Persistent link: https://www.econbiz.de/10010344823
Saved in:
1462
Service orientation in delivery : perspectives from employees, customers, and managers
Frimpong, Kwabena
- In:
Services marketing quarterly
35
(
2014
)
1
,
pp. 54-67
Persistent link: https://www.econbiz.de/10010346092
Saved in:
1463
L' accueil : l'autre déficit français
Cinotti, Yves
-
2014
Persistent link: https://www.econbiz.de/10010346691
Saved in:
1464
The cost (and the value) of customer attire : linking high- and low-end dress styles to service quality and prices offered by service employees
Vilnai-Yavetz, Iris
;
Gilboa, Shaked
- In:
Service business
8
(
2014
)
2
,
pp. 355-373
Persistent link: https://www.econbiz.de/10010351398
Saved in:
1465
Moments of angst : a cristical incident approach to designing customer-experience vlue systems
Fawcett, Amydee M.
;
Fawcett, Stanley E.
;
Cooper, M. Bixby
; …
- In:
Benchmarking : an international journal ; BIJ
21
(
2014
)
3
,
pp. 450-480
Persistent link: https://www.econbiz.de/10010351402
Saved in:
1466
Customer intentions to ivoke service guarantees : do excellence in service recovery, type of guarantee and cultural orientation matter?
Van Vaerenbergh, Yves
;
De Keyser, Arne
;
Larivière, Bart
- In:
Managing service quality : MSQ ; an international journal
24
(
2014
)
1
,
pp. 45-62
Persistent link: https://www.econbiz.de/10010252064
Saved in:
1467
Importance of organizational citizenship behaviors in enhancing customer service indicators : a review
Kumar, Y. L. N.
- In:
The IUP journal of management research : IJMR
13
(
2014
)
1
,
pp. 17-28
Persistent link: https://www.econbiz.de/10010252797
Saved in:
1468
Does relationship matter? : customers' response to service failure
Tsai, Chia-ching
;
Yang, Yung-kai
;
Cheng, Yu-chi
- In:
Managing service quality : MSQ ; an international journal
24
(
2014
)
2
,
pp. 139-159
Persistent link: https://www.econbiz.de/10010254024
Saved in:
1469
Retourenmanagement im Versandhandel : theoretische und empirisch fundierte Gestaltungsalternativen für das Management von Retouren
Asdecker, Björn
-
2014
Persistent link: https://www.econbiz.de/10010466881
Saved in:
1470
Does standardized service fit all? : novel service encounter in frontline employee-customer interface
Lai, John
;
Lui, Steven S.
;
Hon, Alice H. Y.
- In:
International journal of contemporary hospitality management
26
(
2014
)
8
,
pp. 1341-1363
Persistent link: https://www.econbiz.de/10010467877
Saved in:
1471
Assessing the influence of economic and customer experience factors on service purchase behaviors
Kumar, V.
;
Umashankar, Nita
;
Kim, Kihyun Hannah
; …
- In:
Marketing science : the marketing journal of the …
33
(
2014
)
5
,
pp. 673-692
Persistent link: https://www.econbiz.de/10010468408
Saved in:
1472
A cross-cultural perspective on consumer perceptions of service failures' severity : a pilot study
Zourrig, Haithem
;
El Hedhli, Kamel
;
Chebat, Jean-Charles
- In:
International journal of quality and service sciences
6
(
2014
)
4
,
pp. 238-257
Persistent link: https://www.econbiz.de/10010469104
Saved in:
1473
Effects of stability and controllability attribution on service recovery evaluation in the context of the airline industry
Nikbin, Davoud
;
Marimuthu, Malliga
;
Hyun, Sunghyup Sean
; …
- In:
Journal of travel and tourism marketing
31
(
2014
)
7/8
,
pp. 817-834
Persistent link: https://www.econbiz.de/10010469250
Saved in:
1474
The antecedents and consequences of customer hedonism in hospitality services
Lim, Weng Marc
- In:
Journal of hospitality marketing & management
23
(
2014
)
5/6
,
pp. 626-651
Persistent link: https://www.econbiz.de/10010402055
Saved in:
1475
Routing and staffing in customer service chat systems with impatient customers
Tezcan, Tolga
;
Zhang, Jiheng
- In:
Operations research
62
(
2014
)
4
,
pp. 943-956
Persistent link: https://www.econbiz.de/10010403097
Saved in:
1476
Trading off inventory, capacity and customer service in semi-process industries : a case study at SEPPIC
Van Nieuwenhuyse, Inneke
;
Mahihenni, Mohammed Hadi
; …
- In:
European journal of industrial engineering : EJIE
8
(
2014
)
1
,
pp. 90-111
Persistent link: https://www.econbiz.de/10010404053
Saved in:
1477
Customer experience 3.0 : high-profit strategies in the age of techno service
Goodman, John A.
-
2014
Persistent link: https://www.econbiz.de/10010405764
Saved in:
1478
Development of a service continance model with IT service antecedents
Boakye, Kwabena G.
;
McGinnis, Thomas C.
;
Prybutok, Victor R.
- In:
Journal of retailing and consumer services
21
(
2014
)
5
,
pp. 717-724
Persistent link: https://www.econbiz.de/10010407234
Saved in:
1479
Pleasantly plump : offsetting negative obesity stereotypes for frontline service employees
Cowart, Kelly O.
;
Brady, Michael K.
- In:
Journal of retailing
90
(
2014
)
3
,
pp. 365-378
Persistent link: https://www.econbiz.de/10010408219
Saved in:
1480
Staffing a service system with appointment-based customer arrivals
Chung, Kwanghun
;
Min, Daiki
- In:
Journal of the Operational Research Society : OR
65
(
2014
)
10
,
pp. 1533-1543
Persistent link: https://www.econbiz.de/10010416652
Saved in:
1481
An analysis for service quality enhancement in electricity utility sector of India by SEM
Satapathy, Suchismita
- In:
Benchmarking : an international journal ; BIJ
21
(
2014
)
6
,
pp. 964-986
Persistent link: https://www.econbiz.de/10010417215
Saved in:
1482
Exploring the UK high street retail experience : is the service encounter still valued?
Resnick, Sheilagh
;
Foster, Carley
;
Woodall, Tony
- In:
International journal of retail & distribution management
42
(
2014
)
9
,
pp. 839-859
Persistent link: https://www.econbiz.de/10010417705
Saved in:
1483
Customers helping customers : payoffs for linking customers
Black, Hulda G.
;
Vincent, Leslie H.
;
Skinner, Steven J.
- In:
The journal of services marketing
28
(
2014
)
5
,
pp. 391-401
Persistent link: https://www.econbiz.de/10010419903
Saved in:
1484
Customer delight and work engagement
Barnes, Donald C.
;
Collier, Joel E.
;
Robinson, Stacey
- In:
The journal of services marketing
28
(
2014
)
5
,
pp. 380-390
Persistent link: https://www.econbiz.de/10010419905
Saved in:
1485
Transaction convenience in the payment stage : rhe retailers' perspective
Lundberg, Heléne
;
Öhman, Peter
;
Sjödin, Ulrika
- In:
Managing service quality : MSQ ; an international journal
24
(
2014
)
5
,
pp. 434-454
Persistent link: https://www.econbiz.de/10010422328
Saved in:
1486
An international and comparative study of perceived justice in Mexican, Puerto Rican and Spanish hospitals
Sosa Varela, Juan C.
;
Magaña Carrillo, Irma
;
Padin, Carmen
- In:
International journal of pharmaceutical and healthcare …
8
(
2014
)
3
,
pp. 248-264
Persistent link: https://www.econbiz.de/10010424182
Saved in:
1487
Brand Services : Service Design in der Markenführung
Vatter, Christian
;
Jordan, Martin
- In:
Marke und digitale Medien : der Wandel des …
,
(pp. 255-277)
.
2014
Persistent link: https://www.econbiz.de/10010424313
Saved in:
1488
Strategic customer service orientation, lean manufacturing practices and performance outcomes : an empirical study
Hong, Paul
;
Yang, Ma Ga
;
Dobrzykowski, David D.
- In:
Journal of service management
25
(
2014
)
5
,
pp. 699-723
Persistent link: https://www.econbiz.de/10010426044
Saved in:
1489
Customer experience from a self-service system perspective
Åkesson, Maria
;
Edvardsson, Bo
;
Tronvoll, Bård
- In:
Journal of service management
25
(
2014
)
5
,
pp. 677-698
Persistent link: https://www.econbiz.de/10010426047
Saved in:
1490
Experience psychology : a proposed new subfield of service management
Chase, Richard B.
;
Dasu, Sriram
- In:
Journal of service management
25
(
2014
)
5
,
pp. 574-577
Persistent link: https://www.econbiz.de/10010426063
Saved in:
1491
The effects of emotional labor on frontline employee creativity
Geng, Zizhen
;
Liu, Chao
;
Liu, Xinmei
;
Feng, Jie
- In:
International journal of contemporary hospitality management
26
(
2014
)
7
,
pp. 1046-1064
Persistent link: https://www.econbiz.de/10010426096
Saved in:
1492
Variability in health care services : the role of service employee flexibility
Vredenburg, Jessica
;
Bell, Simon J.
- In:
Australasian marketing journal
22
(
2014
)
3
,
pp. 168-178
Persistent link: https://www.econbiz.de/10010427975
Saved in:
1493
Instrumente zur Gestaltung von After Sales Services
Pepels, Werner
(
ed.
);
Böhler, Klaus
(
contributor
)
-
2014
-
3., aktualisierte u. erw. Aufl.
Persistent link: https://www.econbiz.de/10010457274
Saved in:
1494
Grundlagen des After Sales Marketing
Pepels, Werner
(
ed.
);
Ammann, Paul
(
contributor
)
-
2014
-
3., aktualisierte u. erw. Aufl.
Persistent link: https://www.econbiz.de/10010457275
Saved in:
1495
Technische Erstellung einer Bedienungsanleitung
Böhler, Klaus
-
2014
Persistent link: https://www.econbiz.de/10010457843
Saved in:
1496
Elemente der Käuferpsychologie in der Nachkaufphase
Ramme, Iris
-
2014
Persistent link: https://www.econbiz.de/10010457847
Saved in:
1497
Das Controlling im After-Sales-Service-Management
Czenskowsky, Torsten
;
Szymanski, Marcus
-
2014
Persistent link: https://www.econbiz.de/10010457848
Saved in:
1498
Kommunikationsinstrumente für After Sales Services
Pepels, Werner
-
2014
Persistent link: https://www.econbiz.de/10010457850
Saved in:
1499
Die Distributionspolitik im After Sales Service
Lerchenmüller, Michael
-
2014
Persistent link: https://www.econbiz.de/10010457851
Saved in:
1500
Die Preispolitik im After Sales Service
Pepels, Werner
-
2014
Persistent link: https://www.econbiz.de/10010457852
Saved in:
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