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Customer service
36
Kundenservice
36
Customer satisfaction
18
Kundenzufriedenheit
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Dienstleistungsqualität
16
Service quality
16
Beziehungsmarketing
15
Relationship marketing
15
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8
Complaint management
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Consumer behaviour
7
Konsumentenverhalten
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service recovery
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frontline employees
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service failure
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Danaher, Peter J.
3
Beatty, Sharon E.
2
Bone, Sterling A.
2
Dagger, Tracey S.
2
Gremler, Dwayne D.
2
Sharma, Piyush
2
Tsarenko, Yelena
2
Wieseke, Jan
2
Alavi, Sascha
1
Alavi, Sascha H.
1
Algesheimer, René
1
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1
Arnold, Todd J.
1
Auh, Seigyoung
1
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1
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1
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1
Black, William C.
1
Blazevic, Vera
1
Bock, Dora E.
1
Bonner, Bryan L.
1
Brady, Michael
1
Brady, Michael K.
1
Brown, Tom
1
Capella, Michael L.
1
Collier, Joel E.
1
Crosno, Jody L.
1
Dacin, Peter A.
1
Danaher, Tracey S.
1
Delcourt, Cécile
1
Dholakia, Utpal M.
1
Dong, Beibei
1
Doorn, Jenny van
1
Duque, Lola C.
1
Evans, Kenneth R.
1
Fisher, Michelle
1
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1
Folse, Judith Anne Garretson
1
Fombelle, Paul W.
1
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Journal of service research : JSR
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
38
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)
36
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1
The complementarity of frontline service employee creativity and attention to detail in service delivery
Sok, Phyra
;
Sok, Keo Mony
;
Danaher, Tracey S.
;
Danaher, …
- In:
Journal of service research : JSR
21
(
2018
)
3
,
pp. 365-378
Persistent link: https://www.econbiz.de/10011916526
Saved in:
2
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:
3
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:
4
Domo arigato Mr. Roboto : emergence of automated social presence in organizational frontlines and customers’ service experiences
Doorn, Jenny van
;
Mende, Martin
;
Noble, Stephanie M.
; …
- In:
Journal of service research : JSR
20
(
2017
)
1
,
pp. 43-58
Persistent link: https://www.econbiz.de/10011647482
Saved in:
5
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:
6
Antiservice as guiding maxim : tough lessons from a maximum security prison
Hill, Ronald Paul
;
Capella, Michael L.
;
Rapp, Justine M.
; …
- In:
Journal of service research : JSR
19
(
2016
)
1
,
pp. 57-71
Persistent link: https://www.econbiz.de/10011433173
Saved in:
7
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:
8
Employee emotional competence : construct conceptualization and validation of a customer-based measure
Delcourt, Cécile
;
Gremler, Dwayne D.
;
Riel, Allard C. …
- In:
Journal of service research : JSR
19
(
2016
)
1
,
pp. 72-87
Persistent link: https://www.econbiz.de/10011433201
Saved in:
9
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:
10
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:
11
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:
12
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:
13
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:
14
How much compensation should a firm offer for a flawed service? : an examination of the nonlinear effects of compensation on satisfaction
Gelbrich, Katja
;
Gäthke, Jana
;
Grégoire, Yany
- In:
Journal of service research : JSR
18
(
2015
)
1
,
pp. 107-123
Persistent link: https://www.econbiz.de/10010483434
Saved in:
15
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:
16
Tailoring to customers' needs : understanding how to promote an adaptive service experience with frontline employees
Wilder, Kelly M.
;
Collier, Joel E.
;
Barnes, Donald C.
- In:
Journal of service research : JSR
17
(
2014
)
4
,
pp. 446-459
Persistent link: https://www.econbiz.de/10010432160
Saved in:
17
A meta-analysis of relationships linking service failure attributions to customer outcomes
Van Vaerenbergh, Yves
;
Orsingher, Chiara
;
Vermeir, Iris
; …
- In:
Journal of service research : JSR
17
(
2014
)
4
,
pp. 381-398
Persistent link: https://www.econbiz.de/10010432171
Saved in:
18
Selective halo effects arising from improving the interpersonal skills of frontline employees
Dagger, Tracey S.
;
Danaher, Peter J.
;
Sweeney, Jillian C.
; …
- In:
Journal of service research : JSR
16
(
2013
)
4
,
pp. 488-502
Persistent link: https://www.econbiz.de/10010203520
Saved in:
19
The service delivery network (SDN) : a customer-centric perspective of the customer journey
Tax, Stephen S.
;
McCutcheon, David
;
Wilkinson, Ian F.
- In:
Journal of service research : JSR
16
(
2013
)
4
,
pp. 454-470
Persistent link: https://www.econbiz.de/10010203533
Saved in:
20
Exploring the zone of tolerance for internal customers in IT-enabled call centers
Hsieh, J. J. Po-an
;
Sharma, Piyush
;
Rai, Arun
; …
- In:
Journal of service research : JSR
16
(
2013
)
3
,
pp. 277-294
Persistent link: https://www.econbiz.de/10009782145
Saved in:
21
Moderating role of stress in evaluating negative services : encounters with the police
Singh, Sangeeta
;
Duque, Lola C.
- In:
Journal of service research : JSR
15
(
2012
)
2
,
pp. 231-241
Persistent link: https://www.econbiz.de/10009548669
Saved in:
22
Key drivers of frontline employee generation of ideas for customer service improvement
Lages, Cristiana R.
;
Piercy, Nigel
- In:
Journal of service research : JSR
15
(
2012
)
2
,
pp. 215-230
Persistent link: https://www.econbiz.de/10009548670
Saved in:
23
Can customers detect script usage in service encounters? : an experimental video analysis
Victorino, Liana
;
Verma, Rohit
;
Bonner, Bryan L.
; …
- In:
Journal of service research : JSR
15
(
2012
)
4
,
pp. 390-400
Persistent link: https://www.econbiz.de/10009673029
Saved in:
24
Emotional intelligence as a moderator of coping strategies and service outcomes in circumstances of service failure
Gabbott, Mark
;
Tsarenko, Yelena
;
Mok, Wai Hoe
- In:
Journal of service research : JSR
14
(
2011
)
2
,
pp. 234-248
Persistent link: https://www.econbiz.de/10009266738
Saved in:
25
How leaders’ motivation transfers to customer service representatives
Wieseke, Jan
;
Kraus, Florian
;
Alavi, Sascha H.
; …
- In:
Journal of service research : JSR
14
(
2011
)
2
,
pp. 214-233
Persistent link: https://www.econbiz.de/10009266739
Saved in:
26
Developing customer service innovations for service employees : the effects of NSD characteristics on internal innovation magnitude
Umashankar, Nita
;
Srinivasan, Raji
;
Hindman, Dustin
- In:
Journal of service research : JSR
14
(
2011
)
2
,
pp. 164-179
Persistent link: https://www.econbiz.de/10009266745
Saved in:
27
The contingency effect of service employee personalities on service climate : getting employee perceptions aligned can reduce personality effects
Auh, Seigyoung
;
Mengüç, Bülent
;
Fisher, Michelle
; …
- In:
Journal of service research : JSR
14
(
2011
)
4
,
pp. 426-442
Persistent link: https://www.econbiz.de/10009491361
Saved in:
28
Fields of gold : perceived efficacy in virtual teams of field service employees
Schepers, Jeroen
;
Jong, Ad de
;
Ruyter, Ko de
;
Wetzels, …
- In:
Journal of service research : JSR
14
(
2011
)
3
,
pp. 372-389
Persistent link: https://www.econbiz.de/10009383332
Saved in:
29
Relational damage and relationship repair : a new look at transgressions in service relationships
Jones, Tim
;
Dacin, Peter A.
;
Taylor, Shirley F.
- In:
Journal of service research : JSR
14
(
2011
)
3
,
pp. 318-339
Persistent link: https://www.econbiz.de/10009383339
Saved in:
30
It’s unfair : why customers who merely observe an uncivil employee abandon the company
Porath, Christine
;
MacInnis, Deborah J.
;
Folkes, Valerie S.
- In:
Journal of service research : JSR
14
(
2011
)
3
,
pp. 302-317
Persistent link: https://www.econbiz.de/10009383341
Saved in:
31
‘‘By-the-book’’ decision making : how service employee desire for decision latitude influences customer selection decisions
Bone, Sterling A.
;
Mowen, John C.
- In:
Journal of service research : JSR
13
(
2010
)
2
,
pp. 184-197
Persistent link: https://www.econbiz.de/10003982853
Saved in:
32
Half full or half empty : the role of optimism in boundary-spanning positions
Crosno, Jody L.
;
Rinaldo, Shannon B.
;
Black, Hulda G.
; …
- In:
Journal of service research : JSR
11
(
2008/09
)
3
,
pp. 295-309
Persistent link: https://www.econbiz.de/10003804817
Saved in:
33
How often versus how long : the interplay of contact frequency and relationship duration in customer-reported service relationship strength
Dagger, Tracey S.
;
Danaher, Peter J.
;
Gibbs, Brian J.
- In:
Journal of service research : JSR
11
(
2008/09
)
4
,
pp. 371-388
Persistent link: https://www.econbiz.de/10003853582
Saved in:
34
Communal service delivery : how customers benefit from participation in firm-hosted virtual P3 communities
Dholakia, Utpal M.
;
Blazevic, Vera
;
Wiertz, Caroline
; …
- In:
Journal of service research : JSR
12
(
2009/10
)
2
,
pp. 208-226
Persistent link: https://www.econbiz.de/10003901053
Saved in:
35
Demystifying intercultural service encounters : toward a comprehensive conceptual framework
Sharma, Piyush
;
Tam, Jackie L. M.
;
Kim, Namwoon
- In:
Journal of service research : JSR
12
(
2009/10
)
2
,
pp. 227-242
Persistent link: https://www.econbiz.de/10003901062
Saved in:
36
Return on community for consumers and service establishments
Rosenbaum, Mark S.
- In:
Journal of service research : JSR
11
(
2008/09
)
2
,
pp. 179-196
Persistent link: https://www.econbiz.de/10003776181
Saved in:
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