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Customer service
41
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Ruyter, Ko de
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Journal of marketing
Journal of service management
The journal of services marketing
75
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74
International journal of hospitality management
70
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57
SpringerLink / Bücher
42
Journal of service research : JSR
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Harvard-Business-Manager : das Wissen der Besten
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Aftersales in der Automobilwirtschaft : Konzepte für Ihren Erfolg
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Die Zukunft des Customer Service : Analysen, Strategien, Konzeptionen
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Industrial marketing management : the international journal for industrial and high-tech firms
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International journal of operations & production management : IJOPM ; the official journal of the European Operations Management Association, EUROMA
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International journal of production economics
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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
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Hybride Wertschöpfung : mobile Anwendungssysteme für effiziente Dienstleistungsprozesse im technischen Kundendienst
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International journal of business and economics
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ECONIS (ZBW)
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1
Blame the bot : anthropomorphism and anger in customer-chatbot interactions
Crolic, Cammy
;
Thomaz, Felipe
;
Hadi, Rhonda
;
Stephen, …
- In:
Journal of marketing
86
(
2022
)
1
,
pp. 132-148
Persistent link: https://www.econbiz.de/10012794738
Saved in:
2
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:
3
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:
4
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:
5
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:
6
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:
7
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:
8
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:
9
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:
10
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:
11
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:
12
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:
13
"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:
14
Highlighting effort versus talent in service employee performance : customer attributions and responses
Leung, Fine F.
;
Kim, Sara
;
Tse, Caleb H.
- In:
Journal of marketing
84
(
2020
)
3
,
pp. 106-121
Persistent link: https://www.econbiz.de/10012214934
Saved in:
15
The unintended consequence of price-based service recovery incentives
Kanuri, Vamsi K.
;
Andrews, Michelle
- In:
Journal of marketing
83
(
2019
)
5
,
pp. 57-77
Persistent link: https://www.econbiz.de/10012176134
Saved in:
16
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:
17
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:
18
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:
19
Does the customer matter most? : exploring strategic frontline employees’ influence of customers, the internal business team, and external business partners
Plouffe, Christopher R.
;
Bolander, Willy
;
Cote, Joseph A.
; …
- In:
Journal of marketing
80
(
2016
)
1
,
pp. 106-123
Persistent link: https://www.econbiz.de/10011507463
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
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:
24
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:
25
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:
26
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:
27
Touch versus tech : when technology functions as a barrier or a benefit to service encounters
Giebelhausen, Michael
;
Robinson, Stacey G.
;
Sirianni, …
- In:
Journal of marketing
78
(
2014
)
4
,
pp. 113-124
Persistent link: https://www.econbiz.de/10010381381
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
Branded service encounters : strategically aligning employee behavior with the brand positioning
Sirianni, Nancy J.
;
Bitner, Mary Jo
;
Brown, Stephen Walter
- In:
Journal of marketing
77
(
2013
)
6
,
pp. 108-123
Persistent link: https://www.econbiz.de/10010203344
Saved in:
31
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:
32
Principles and principals : do customer stewardship and agency control compete or complement when shaping frontline employee behavior?
Scheper, Jeroen
;
Falk, Tomas
;
Ruyter, Ko de
;
Jong, Ad de
; …
- In:
Journal of marketing
76
(
2012
)
6
,
pp. 1-20
Persistent link: https://www.econbiz.de/10009670272
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
How can stressed employees deliver better customer service? : the underlying self-regulation depletion mechanism
Chan, Kimmy Wa
;
Wan, Echo Wen
- In:
Journal of marketing
76
(
2012
)
1
,
pp. 119-137
Persistent link: https://www.econbiz.de/10009729585
Saved in:
36
Return on interactivity : the impact of online agents on newcomer adjustment
Köhler, Clemens F.
;
Rohm, Andrew J.
;
Ruyter, Ko de
; …
- In:
Journal of marketing
75
(
2011
)
2
,
pp. 93-108
Persistent link: https://www.econbiz.de/10008935841
Saved in:
37
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:
38
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:
39
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:
40
The service models of frontline employees
Mascio, Rita Di
- In:
Journal of marketing
74
(
2010
)
4
,
pp. 63-80
Persistent link: https://www.econbiz.de/10008826530
Saved in:
41
Proactive postsales service : when and why does it pay off?
Challagalla, Goutam
;
Venkatesh, R.
;
Kohli, Ajay Kumar
- In:
Journal of marketing
73
(
2009
)
2
,
pp. 70-87
Persistent link: https://www.econbiz.de/10003820607
Saved in:
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