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Beziehungsmarketing
117
Relationship marketing
117
Consumer behaviour
49
Konsumentenverhalten
49
Dienstleistungsqualität
47
Service quality
47
Customer satisfaction
44
Kundenzufriedenheit
44
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22
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22
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15
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15
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14
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Eisingerich, Andreas B
5
Beatty, Sharon E.
4
Bolton, Ruth N.
4
Brodie, Roderick J.
4
Sesé, F. Javier
4
Wangenheim, Florian von
4
Auh, Seigyoung
3
Doorn, Jenny van
3
Hollebeek, Linda D.
3
Lemon, Katherine N.
3
Parasuraman, A.
3
Polo-Redondo, Yolanda
3
Rafaeli, Anat
3
Ruyter, Ko de
3
Verhoef, Peter C.
3
Wieseke, Jan
3
Aksoy, Lerzan
2
Bell, Simon J.
2
Benoit, Sabine
2
Danaher, Peter J.
2
Dong, Beibei
2
Eggert, Andreas
2
Evans, Kenneth R.
2
Evanschitzky, Heiner
2
Flynn, Andrea Godfrey
2
Garnefeld, Ina
2
Gong, Taeshik
2
Gremler, Dwayne D.
2
Harrison, Mary P.
2
Haws, Kelly L.
2
Hennig-Thurau, Thorsten
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Huang, Ming-Hui
2
Ilić, Ana
2
Jurić, Biljana
2
Libai, Barak
2
Malthouse, Edward C.
2
McColl-Kennedy, Janet R.
2
Merlo, Omar
2
Mittal, Vikas
2
Ordanini, Andrea
2
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Journal of service research : JSR
Journal of business research : JBR
648
Journal of retailing and consumer services
582
Industrial marketing management : the international journal for industrial and high-tech firms
406
SpringerLink / Bücher
323
International journal of hospitality management
280
The journal of services marketing
225
The journal of business & industrial marketing
192
The service industries journal
187
Journal of the Academy of Marketing Science
171
Journal of strategic marketing
169
International journal of electronic customer relationship management : IJECRM
140
Journal of marketing
124
International journal of contemporary hospitality management
120
Journal of travel and tourism marketing
118
Journal of hospitality marketing & management
115
The journal of product & brand management
111
Tourism management : research, policies, practice
111
Gabler Edition Wissenschaft
109
Asia Pacific journal of marketing and logistics
107
The journal of brand management : an international journal
107
Journal of service management
106
Marketing intelligence & planning
105
Journal of retailing
103
Cogent business & management
102
Psychology & marketing
100
Journal of relationship marketing : innovations & enhancements for customer service, relations & satisfaction
99
European journal of marketing : EJM
95
Services marketing quarterly
94
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
86
The international journal of bank marketing : IJBM
85
Journal of marketing management : MM
82
Service business
80
Journal of interactive marketing : a quarterly publication from the Direct Marketing Educational Foundation
78
Springer eBook Collection / Business and Economics
77
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
76
International journal of research in marketing : IJRM ; official journal of the European Marketing Academy
74
The international review of retail, distribution and consumer research
74
Journal of financial services marketing : JFSM
70
Business horizons
69
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ECONIS (ZBW)
117
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1
The effect of a service provider’s competitive market position on churn among flat-rate customers
Moser, Sabine
;
Schumann, Jan Hendrik
;
Wangenheim, …
- In:
Journal of service research : JSR
21
(
2018
)
3
,
pp. 319-335
Persistent link: https://www.econbiz.de/10011916513
Saved in:
2
The value of codesign : the effect of customer involvement in service design teams
Trischler, Jakob
;
Pervan, Simon J.
;
Kelly, Stephen J.
; …
- In:
Journal of service research : JSR
21
(
2018
)
1
,
pp. 75-100
Persistent link: https://www.econbiz.de/10011855780
Saved in:
3
Absorbing customer knowledge : how customer involvement enables service design success
Storey, Chris
;
Larbig, Christine
- In:
Journal of service research : JSR
21
(
2018
)
1
,
pp. 101-118
Persistent link: https://www.econbiz.de/10011855781
Saved in:
4
Customer interaction and innovation in hybrid offerings : investigating moderation and mediation effects for goods and services innovation
Schaarschmidt, Mario
;
Walsh, Gianfranco
;
Evanschitzky, …
- In:
Journal of service research : JSR
21
(
2018
)
1
,
pp. 119-134
Persistent link: https://www.econbiz.de/10011855783
Saved in:
5
Customer inconvenience and price compensation : a multiperiod approach to labor-automation trade-offs in services
Andreassen, Tor W.
;
Oest, Rutger van
;
Lervik-Olsen, Line
- In:
Journal of service research : JSR
21
(
2018
)
2
,
pp. 173-183
Persistent link: https://www.econbiz.de/10011855787
Saved in:
6
Businesses beware : consumer immoral retaliation in response to perceived moral violations by companies
Loureiro, Yuliya Komarova
;
Haws, Kelly L.
;
Bearden, …
- In:
Journal of service research : JSR
21
(
2018
)
2
,
pp. 184-200
Persistent link: https://www.econbiz.de/10011855788
Saved in:
7
Customer-firm interactions and the path to profitability : a chain-of-effects model
Cambra-Fierro, Jesús
;
Melero-Polo, Iguácel
;
Sesé, F. …
- In:
Journal of service research : JSR
21
(
2018
)
2
,
pp. 201-218
Persistent link: https://www.econbiz.de/10011855798
Saved in:
8
A customer scorned : effects of employee reprimands in frontline service encounters
Pugh, Harrison B.
;
Brady, Michael K.
;
Hopkins, Lucas M.
- In:
Journal of service research : JSR
21
(
2018
)
2
,
pp. 219-234
Persistent link: https://www.econbiz.de/10011855801
Saved in:
9
The emergent field of organizational frontlines
Singh, Jagdip
;
Brady, Michael
;
Arnold, Todd
;
Brown, Tom
- In:
Journal of service research : JSR
20
(
2017
)
1
,
pp. 3-11
Persistent link: https://www.econbiz.de/10011647467
Saved in:
10
Getting smart : learning from technology-empowered frontline interactions
Marinova, Detelina
;
Ruyter, Ko de
;
Huang, Ming-Hui
; …
- In:
Journal of service research : JSR
20
(
2017
)
1
,
pp. 29-42
Persistent link: https://www.econbiz.de/10011647479
Saved in:
11
Emotional convergence in service relationships : the shared frontline experience of customers and employees
Zablah, Alex R.
;
Sirianni, Nancy J.
;
Korschun, Daniel
; …
- In:
Journal of service research : JSR
20
(
2017
)
1
,
pp. 76-90
Persistent link: https://www.econbiz.de/10011648260
Saved in:
12
The future of frontline research : invited commentaries
Rafaeli, Anat
;
Altman, Daniel
;
Gremler, Dwayne D.
; …
- In:
Journal of service research : JSR
20
(
2017
)
1
,
pp. 91-99
Persistent link: https://www.econbiz.de/10011648268
Saved in:
13
How gifts influence relationships with service customers and financial outcomes for firms
Marchand, André
;
Paul, Michael
;
Hennig-Thurau, Thorsten
; …
- In:
Journal of service research : JSR
20
(
2017
)
2
,
pp. 105-119
Persistent link: https://www.econbiz.de/10011684836
Saved in:
14
The social dimension of service interactions : observer reactions to customer incivility
Henkel, Alexander P.
;
Boegershausen, Johannes
;
Rafaeli, Anat
- In:
Journal of service research : JSR
20
(
2017
)
2
,
pp. 120-134
Persistent link: https://www.econbiz.de/10011684838
Saved in:
15
Communities as nested servicescapes
Sheng, Xiaojing
;
Simpson, Penny M.
;
Siguaw, Judy A.
- In:
Journal of service research : JSR
20
(
2017
)
2
,
pp. 171-187
Persistent link: https://www.econbiz.de/10011684844
Saved in:
16
Perceptions of group versus individual service failures and their effects on customer outcomes : the role of attributions and customer entitlement
Albrecht, Arne Keno
;
Walsh, Gianfranco
;
Beatty, Sharon E.
- In:
Journal of service research : JSR
20
(
2017
)
2
,
pp. 188-203
Persistent link: https://www.econbiz.de/10011684846
Saved in:
17
When service customers do not consume in isolation : a typology of customer copresence influence modes (CCIMs)
Colm, Laura
;
Ordanini, Andrea
;
Parasuraman, A.
- In:
Journal of service research : JSR
20
(
2017
)
3
,
pp. 223-239
Persistent link: https://www.econbiz.de/10011736753
Saved in:
18
Do employee citizenship behaviors lead to customer citizenship behaviors? : the roles of dual identification and service climate
Chan, Kimmy Wa
;
Gong, Taeshik
;
Zhang, Ruixue
;
Zhou, Mingjian
- In:
Journal of service research : JSR
20
(
2017
)
3
,
pp. 259-274
Persistent link: https://www.econbiz.de/10011736761
Saved in:
19
Tell us again, how satisfied are you? : the influence of recurring posttransaction surveys on purchase behavior
Flynn, Andrea Godfrey
;
Salisbury, Linda Court
;
Seiders, …
- In:
Journal of service research : JSR
20
(
2017
)
3
,
pp. 292-305
Persistent link: https://www.econbiz.de/10011736766
Saved in:
20
Unraveling the customer education paradox : when, and how, should firms educate their customers?
Bell, Simon J.
;
Auh, Seigyoung
;
Eisingerich, Andreas B
- In:
Journal of service research : JSR
20
(
2017
)
3
,
pp. 306-321
Persistent link: https://www.econbiz.de/10011736772
Saved in:
21
Contagious effects of customer misbehavior in access-based services
Schaefers, Tobias
;
Wittkowski, Kristina
;
Benoit, Sabine
; …
- In:
Journal of service research : JSR
19
(
2016
)
1
,
pp. 3-21
Persistent link: https://www.econbiz.de/10011433127
Saved in:
22
Channels in the mirror : an alignable model for assessing customer satisfaction in concurrent channel systems
Hammerschmidt, Maik
;
Falk, Tomas
;
Weijters, Bert
- In:
Journal of service research : JSR
19
(
2016
)
1
,
pp. 88-101
Persistent link: https://www.econbiz.de/10011433181
Saved in:
23
Frontline employee customer-oriented attitude in the presence of job demands and resources : the influence upon deep and surface acting
Yoo, Jaewon
;
Arnold, Todd J.
- In:
Journal of service research : JSR
19
(
2016
)
1
,
pp. 102-117
Persistent link: https://www.econbiz.de/10011433187
Saved in:
24
Comparing churn prediction techniques and assessing their performance : a contingent perspective
Tamaddoni, Ali
;
Stakhovych, Stanislav
;
Ewing, Michael
- In:
Journal of service research : JSR
19
(
2016
)
2
,
pp. 123-141
Persistent link: https://www.econbiz.de/10011485372
Saved in:
25
Frontline service employee compliance with customer special requests
Beatty, Sharon E.
;
Ogilvie, Jessica
;
Northington, …
- In:
Journal of service research : JSR
19
(
2016
)
2
,
pp. 158-173
Persistent link: https://www.econbiz.de/10011485432
Saved in:
26
Key skills for crafting customer solutions within an ecosystem : a theories-in-use perspective
Friend, Scott B.
;
Malshe, Avinash
- In:
Journal of service research : JSR
19
(
2016
)
2
,
pp. 174-191
Persistent link: https://www.econbiz.de/10011485437
Saved in:
27
Service recovery via social media : the social influence effects of virtual presence
Schaefers, Tobias
;
Schamari, Julia
- In:
Journal of service research : JSR
19
(
2016
)
2
,
pp. 192-208
Persistent link: https://www.econbiz.de/10011485442
Saved in:
28
Trust recovery following a double deviation
Basso, Kenny
;
Santos, Cristiane Pizzutti dos
- In:
Journal of service research : JSR
19
(
2016
)
2
,
pp. 209-223
Persistent link: https://www.econbiz.de/10011485447
Saved in:
29
Does the nature of the interaction matter? : understanding customer channel choice for purchases and communications
Polo-Redondo, Yolanda
;
Sesé, F. Javier
- In:
Journal of service research : JSR
19
(
2016
)
3
,
pp. 276-290
Persistent link: https://www.econbiz.de/10011665396
Saved in:
30
Recovering coproduced service failures : antecedents, consequences, and moderators of locus of recovery
Dong, Beibei
;
Sivakumar, K.
;
Evans, Kenneth R.
;
Zou, …
- In:
Journal of service research : JSR
19
(
2016
)
3
,
pp. 291-306
Persistent link: https://www.econbiz.de/10011665411
Saved in:
31
When frontline employee behavior backfires : distinguishing between customer gratitude and indebtedness and their impact on relational behaviors
Bock, Dora E.
;
Folse, Judith Anne Garretson
;
Black, …
- In:
Journal of service research : JSR
19
(
2016
)
3
,
pp. 322-336
Persistent link: https://www.econbiz.de/10011665447
Saved in:
32
The positive effects of customers’ power on their behavioral responses after service failure
Sembada, Agung
;
Tsarenko, Yelena
;
Tojib, Dewi
- In:
Journal of service research : JSR
19
(
2016
)
3
,
pp. 337-351
Persistent link: https://www.econbiz.de/10011665459
Saved in:
33
When do customers get what they expect? Understanding the ambivalent effects of customers' service expectations on satisfaction
Habel, Johannes
;
Alavi, Sascha
;
Schmitz, Christian
; …
- In:
Journal of service research : JSR
19
(
2016
)
4
,
pp. 361-379
Persistent link: https://www.econbiz.de/10011606692
Saved in:
34
Professional service providers' resource integration styles (PRO-RIS) : facilitating customer experiences
Ng, Sylvia C.
;
Plewa, Carolin
;
Sweeney, Jillian C.
- In:
Journal of service research : JSR
19
(
2016
)
4
,
pp. 380-395
Persistent link: https://www.econbiz.de/10011606695
Saved in:
35
A five-component customer commitment model : implications for repurchase intentions in goods and services industries
Keiningham, Timothy
;
Frennea, Carly M.
;
Aksoy, Lerzan
; …
- In:
Journal of service research : JSR
18
(
2015
)
4
,
pp. 433-450
Persistent link: https://www.econbiz.de/10011392272
Saved in:
36
Service firm performance transparency : how, when, and why does it pay off?
Liu, Yeyi
;
Eisingerich, Andreas B
;
Auh, Seigyoung
; …
- In:
Journal of service research : JSR
18
(
2015
)
4
,
pp. 451-467
Persistent link: https://www.econbiz.de/10011392277
Saved in:
37
The complex role of complexity : how service providers can mitigate negative effects of perceived service complexity when selling professional services
Mikolon, Sven
;
Kolberg, Anika
;
Haumann, Till
;
Wieseke, Jan
- In:
Journal of service research : JSR
18
(
2015
)
4
,
pp. 513-528
Persistent link: https://www.econbiz.de/10011392292
Saved in:
38
Customer referral behavior : do switchers and stayers differ?
Stein, Alisha
;
Ramaseshan, B.
- In:
Journal of service research : JSR
18
(
2015
)
2
,
pp. 229-239
Persistent link: https://www.econbiz.de/10011283705
Saved in:
39
Managing the bright and dark sides of status endowment in hierarchical loyalty programs
Eggert, Andreas
;
Steinhoff, Lena
;
Garnefeld, Ina
- In:
Journal of service research : JSR
18
(
2015
)
2
,
pp. 210-228
Persistent link: https://www.econbiz.de/10011283708
Saved in:
40
Effect of customer participation on service outcomes : the moderating role of participation readiness
Dong, Beibei
;
Sivakumar, K.
;
Evans, Kenneth R.
;
Zou, …
- In:
Journal of service research : JSR
18
(
2015
)
2
,
pp. 160-176
Persistent link: https://www.econbiz.de/10011283711
Saved in:
41
Customer effort in value cocreation activities : improving quality of life and behavioral intentions of health care customers
Sweeney, Jillian C.
;
Danaher, Tracey S.
; …
- In:
Journal of service research : JSR
18
(
2015
)
3
,
pp. 318-335
Persistent link: https://www.econbiz.de/10011336505
Saved in:
42
The nature and implications of consumers’ experiential framings of failure in high-risk service contexts
Zayer, Linda Tuncay
;
Otnes, Cele
;
Fischer, Eileen M.
- In:
Journal of service research : JSR
18
(
2015
)
3
,
pp. 303-317
Persistent link: https://www.econbiz.de/10011336507
Saved in:
43
Service brand relationship quality : hot or cold?
Nyffenegger, Bettina
;
Krohmer, Harley
;
Hoyer, Wayne D.
; …
- In:
Journal of service research : JSR
18
(
2015
)
1
,
pp. 90-106
Persistent link: https://www.econbiz.de/10010483436
Saved in:
44
Motivating customers to adhere to expert advice in professional services : a medical service context
Seiders, Kathleen
;
Flynn, Andrea Godfrey
;
Berry, Leonard L.
- In:
Journal of service research : JSR
18
(
2015
)
1
,
pp. 39-58
Persistent link: https://www.econbiz.de/10010483440
Saved in:
45
How customer participation in B2B peer-to-peer problem-solving communities influences the need for traditional customer service
Bone, Sterling A.
;
Fombelle, Paul W.
;
Ray, Kristal R.
; …
- In:
Journal of service research : JSR
18
(
2015
)
1
,
pp. 23-38
Persistent link: https://www.econbiz.de/10010483441
Saved in:
46
Service systems : a broadened framework and research agenda on value propositions, engagement, and service experience
Chandler, Jennifer D.
;
Lusch, Robert F.
- In:
Journal of service research : JSR
18
(
2015
)
1
,
pp. 6-22
Persistent link: https://www.econbiz.de/10010483444
Saved in:
47
Examining the drivers and performance implications of boundary spanner creativity
Agnihotri, Raj
;
Rapp, Adam A.
;
Andzulis, James "Mick"
; …
- In:
Journal of service research : JSR
17
(
2014
)
2
,
pp. 164-181
Persistent link: https://www.econbiz.de/10010356824
Saved in:
48
Can friends also become customers? : the impact of employee referral programs on referral likelihood
Wentzel, Daniel
;
Tomczak, Torsten
;
Henkel, Sven
- In:
Journal of service research : JSR
17
(
2014
)
2
,
pp. 119-133
Persistent link: https://www.econbiz.de/10010356841
Saved in:
49
Helping employees deal with dysfunctional customers : the underlying employee perceived justice mechanism
Gong, Taeshik
;
Yi, Youjae
;
Choi, Jin Nam
- In:
Journal of service research : JSR
17
(
2014
)
1
,
pp. 102-116
Persistent link: https://www.econbiz.de/10010356871
Saved in:
50
Managing engagement behaviors in a network of customers and stakeholders : evidence from the nursing home sector
Verleye, Katrien
;
Gemmel, Paul
;
Rangarajan, Deva
- In:
Journal of service research : JSR
17
(
2014
)
1
,
pp. 68-84
Persistent link: https://www.econbiz.de/10010356882
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