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isPartOf:"International journal of operations & production management : IJOPM ; the official journal of the European Operations Management Association, EUROMA"
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Customer service
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International journal of operations & production management : IJOPM ; the official journal of the European Operations Management Association, EUROMA
Journal of service management
The journal of services marketing
75
Journal of retailing and consumer services
74
International journal of hospitality management
70
Journal of business research : JBR
57
SpringerLink / Bücher
42
Journal of service research : JSR
36
The service industries journal
33
Journal of service research
24
International journal of contemporary hospitality management
23
Psychology & marketing
20
Services marketing quarterly
20
International journal of services and operations management
19
Europäische Hochschulschriften / 5
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Springer eBook Collection / Business and Economics
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Gabler Edition Wissenschaft
17
Journal of hospitality marketing & management
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Journal of retailing
17
Managing service quality : MSQ ; an international journal
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Journal of the Academy of Marketing Science
15
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
International journal of quality and service sciences
13
Journal of service theory and practice
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
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International journal of production economics
11
Journal of marketing
11
The TQM journal : the international review of organizational improvement
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Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
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Tourism management : research, policies, practice
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Business horizons
10
European journal of marketing : EJM
10
Hybride Wertschöpfung : mobile Anwendungssysteme für effiziente Dienstleistungsprozesse im technischen Kundendienst
10
International journal of business and economics
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Management science : journal of the Institute for Operations Research and the Management Sciences
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ECONIS (ZBW)
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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
Saved in:
11
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:
12
"My colleague is a robot" : exploring frontline employees' willingness to work with collaborative service robots
Paluch, Stefanie
;
Tuzovic, Sven
;
Holz, Heiko F.
;
Kies, …
- In:
Journal of service management
33
(
2022
)
2
,
pp. 363-388
Persistent link: https://www.econbiz.de/10012880731
Saved in:
13
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:
14
Measurement scales for technology-generated customer contact
Rudran, Raghunath
;
Kumar, J. Ajith
- In:
International journal of operations & production …
37
(
2017
)
5
,
pp. 534-556
Persistent link: https://www.econbiz.de/10011661472
Saved in:
15
An analysis of the interaction effect between employee technical and emotional competencies in emotionally charged service encounters
Delcourt, Cécile
;
Gremler, Dwayne D.
;
De Zanet, Fabrice
; …
- In:
Journal of service management
28
(
2017
)
1
,
pp. 85-106
Persistent link: https://www.econbiz.de/10011654988
Saved in:
16
The influence of service employees' nonverbal communication on customer-employee rapport in the service encounter
Lin, Cheng-Yu
;
Lin, Jiun-Sheng Chris
- In:
Journal of service management
28
(
2017
)
1
,
pp. 107-132
Persistent link: https://www.econbiz.de/10011654999
Saved in:
17
Contingencies and characteristics of service recovery system design : insights from retail banking
Contiero, Enrico
;
Ponsignon, Frederic
;
Smart, Philip Andrew
- In:
International journal of operations & production …
36
(
2016
)
11
,
pp. 1644-1667
Persistent link: https://www.econbiz.de/10011628821
Saved in:
18
Design vs practice : how problematic call routing and rerouting restructures the call centre service system
Ellway, Benjamin
- In:
International journal of operations & production …
36
(
2016
)
4
,
pp. 408-428
Persistent link: https://www.econbiz.de/10011565373
Saved in:
19
To tweet or not to tweet? : exploring the effectiveness of service recovery strategies using social media
Fan, Ying
;
Niu, Run Hong
- In:
International journal of operations & production …
36
(
2016
)
9
,
pp. 1014-1036
Persistent link: https://www.econbiz.de/10011566440
Saved in:
20
When public services fail : a research agenda on public service failure
Walle, Steven van de
- In:
Journal of service management
27
(
2016
)
5
,
pp. 831-846
Persistent link: https://www.econbiz.de/10011553217
Saved in:
21
Domestic versus offshore service providers : the impact of cost, time, and quality sacrifices on consumer choice
Forman, Andrew M.
;
Thelen, Shawn
;
Shapiro, Terri
- In:
Journal of service management
26
(
2015
)
4
,
pp. 608-624
Persistent link: https://www.econbiz.de/10011416771
Saved in:
22
Service role and outcome as moderators in intercultural service encounters
Sharma, Piyush
;
Tam, Jackie L. M.
;
Kim, Namwoon
- In:
Journal of service management
26
(
2015
)
1
,
pp. 137-155
Persistent link: https://www.econbiz.de/10010504614
Saved in:
23
Exploring the "mid office" concept as an enabler of mass customization in services
Silvestro, Rhian
;
Lustrato, Paola
- In:
International journal of operations & production …
35
(
2015
)
6
,
pp. 866-894
Persistent link: https://www.econbiz.de/10011292962
Saved in:
24
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:
25
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:
26
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:
27
Small details that marke big differences : a radical approach to consumption experience as a firm's differentiating strategy
Bolton, Ruth N.
;
Gustafsson, Anders
;
McColl-Kennedy, …
- In:
Journal of service management
25
(
2014
)
2
,
pp. 253-274
Persistent link: https://www.econbiz.de/10010343471
Saved in:
28
Show you care : initiating co-creation in service recovery
Xu, Yingzi
;
Marshall, Roger
;
Edvardsson, Bo
;
Tronvoll, Bård
- In:
Journal of service management
25
(
2014
)
3
,
pp. 369-387
Persistent link: https://www.econbiz.de/10010384971
Saved in:
29
The voice-to-technology (V2T) encounter and the call centre servicescape : navigation, spatiality and movement
Ellway, Benjamin P. W.
- In:
Journal of service management
25
(
2014
)
3
,
pp. 349-368
Persistent link: https://www.econbiz.de/10010384973
Saved in:
30
Relative importance of satisfaction dimensions on service performance : a developing country context
Frimpong, Kwabena
;
Wilson, Alan M.
- In:
Journal of service management
24
(
2013
)
4
,
pp. 401-419
Persistent link: https://www.econbiz.de/10009790193
Saved in:
31
The service bullwhip effect
Akkermans, Henk
;
Voss, Christopher A.
- In:
International journal of operations & production …
33
(
2013
)
6
,
pp. 765-788
Persistent link: https://www.econbiz.de/10009764261
Saved in:
32
The contingent nature of service recovery system structures
Smith, Jeffery S.
;
Nagy, Paul F.
;
Karwan, Kirk R.
; …
- In:
International journal of operations & production …
32
(
2012
)
7
,
pp. 877-903
Persistent link: https://www.econbiz.de/10009572734
Saved in:
33
Governing for innovation in horizontal service cooperations
Steinicke, Silvia
;
Wallenburg, Carl Marcus
;
Schmoltzi, …
- In:
Journal of service management
23
(
2012
)
2
,
pp. 279-302
Persistent link: https://www.econbiz.de/10009554257
Saved in:
34
Communication channel consideration for in-home services : the moderating role of customer participation
Birgelen, Marcel van
;
Dellaert, Benedict G. C.
;
Ruyter, …
- In:
Journal of service management
23
(
2012
)
2
,
pp. 216-252
Persistent link: https://www.econbiz.de/10009554261
Saved in:
35
Service delivery system design : characteristics and contingencies
Ponsignon, F.
;
Smart, P. A.
;
Maull, R. S.
- In:
International journal of operations & production …
31
(
2011
)
3
,
pp. 324-349
Persistent link: https://www.econbiz.de/10009009673
Saved in:
36
I want to believe they really care : how complaining customers want to be treated by frontline employees
Gruber, Thorsten
- In:
Journal of service management
22
(
2011
)
1
,
pp. 85-110
Persistent link: https://www.econbiz.de/10009010793
Saved in:
37
Customer experience in online financial services : a study of behavioral intentions for techno-ready market segments
Ding, Xin David
;
Huang, Yang
;
Verma, Rohit
- In:
Journal of service management
22
(
2011
)
3
,
pp. 344-366
Persistent link: https://www.econbiz.de/10009239537
Saved in:
38
Service behaviours of highly committed financial consultants
Furtmueller, Elfi
;
Dick, Rolf van
;
Wilderom, Celeste P. M.
- In:
Journal of service management
22
(
2011
)
3
,
pp. 317-343
Persistent link: https://www.econbiz.de/10009239538
Saved in:
39
Modular care and service packages for independently living elderly
Blok, Carolien de
;
Luijkx, Katrien
;
Meijboom, Bert R.
; …
- In:
International journal of operations & production …
30
(
2010
)
1
,
pp. 75-97
Persistent link: https://www.econbiz.de/10003943886
Saved in:
40
Customer feedback mechanisms and organisational learning in service operations
Caemmerer, Barbara
;
Wilson, Alan M.
- In:
International journal of operations & production …
30
(
2010
)
3/4
,
pp. 288-311
Persistent link: https://www.econbiz.de/10003958058
Saved in:
41
The effects of service failures and recovery on customer loyalty in e-services : an empirical investigation
Sousa, Rui
;
Voss, Christopher A.
- In:
International journal of operations & production …
29
(
2009
)
8
,
pp. 834-864
Persistent link: https://www.econbiz.de/10009523754
Saved in:
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