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~subject:"Consumer behaviour"
~isPartOf:"Psychology & marketing"
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Consumer behaviour
Customer service
20
Kundenservice
20
Konsumentenverhalten
13
Dienstleistungsqualität
9
Service quality
9
Customer satisfaction
8
Kundenzufriedenheit
8
Beschwerdemanagement
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Complaint management
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service failure
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service recovery
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frontline employee
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rapport
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Black people
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Call centre
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Callcenter
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Consumer goods
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Consumer preferences
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Ates, Zelal
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Mowen, John C.
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Park, Jihye
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Ringer, Allison
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Robertson, Nichola
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Rotman, Jeffrey
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Spears, Nancy
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Su, Lei
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Vega, Rodrigo P.
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Psychology & marketing
Journal of retailing and consumer services
43
The journal of services marketing
35
International journal of hospitality management
33
Journal of business research : JBR
24
Services marketing quarterly
13
International journal of contemporary hospitality management
11
Journal of hospitality marketing & management
11
Journal of service research
11
Journal of retailing
8
Journal of the Academy of Marketing Science
8
European journal of marketing : EJM
7
International journal of consumer studies
7
Journal of service management
7
Journal of service research : JSR
7
Journal of service theory and practice : JSTP
7
Managing service quality : MSQ ; an international journal
7
Gabler Edition Wissenschaft
6
International journal of quality and service sciences
6
Journal of service theory and practice
6
Service business
6
International journal of business and economics
5
Journal of air transport management
5
Journal of marketing theory and practice
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Journal of travel and tourism marketing
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The service industries journal
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Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
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European journal of marketing
4
International journal of services and operations management
4
Journal of consumer behaviour : an international research review
4
Journal of consumer research : JCR ; an interdisciplinary bimonthly
4
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
4
Marketing science : the marketing journal of the Institute for Operations Research and the Management Sciences
4
Technological forecasting & social change : an international journal
4
The Cornell hospitality quarterly
4
Academy of Management journal : AMJ
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Asia Pacific journal of marketing and logistics
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Business horizons
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Cogent business & management
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Ilmenauer Schriften zur Betriebswirtschaftslehre
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ECONIS (ZBW)
13
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1
The impact of service robots on customer satisfaction online ratings : the moderating effects of rapport and contextual review factors
Borghi, Matteo
;
Mariani, Marcello M.
;
Vega, Rodrigo P.
; …
- In:
Psychology & marketing
40
(
2023
)
11
,
pp. 2355-2369
Persistent link: https://www.econbiz.de/10014432406
Saved in:
2
When and why signaling frontline employee inexperience can prove to be an asset : effects on consumer forgiveness for service failure
Flacandji, Michaël
;
Cusin, Julien
;
Lunardo, Renaud
- In:
Psychology & marketing
40
(
2023
)
12
,
pp. 2728-2742
Persistent link: https://www.econbiz.de/10014432547
Saved in:
3
The customer is often wrong : investigating the influence of customer failures and apologies on frontline service employee well-being
Robertson, Nichola
;
Rotman, Jeffrey
;
MacQuilken, Lisa
; …
- In:
Psychology & marketing
40
(
2023
)
4
,
pp. 825-844
Persistent link: https://www.econbiz.de/10014290864
Saved in:
4
How can customers cope with cognitive demands of professional services? : the role of employee coping support
Garbas, Janina
;
Blaurock, Marah
;
Büttgen, Marion
; …
- In:
Psychology & marketing
40
(
2023
)
5
,
pp. 867-887
Persistent link: https://www.econbiz.de/10014290866
Saved in:
5
Chatbot or human? : the impact of online customer service on consumers' purchase intentions
Chen, Shili
;
Li, Xiaolin
;
Liu, Kecheng
;
Wang, Xuesong
- In:
Psychology & marketing
40
(
2023
)
11
,
pp. 2186-2200
Persistent link: https://www.econbiz.de/10014432389
Saved in:
6
The influence of frontline employee self-disclosure about products in a retail store on customer trust in the retailer in the context of service encounters
Park, Jihye
;
Yi, Youjae
- In:
Psychology & marketing
40
(
2023
)
7
,
pp. 1417-1430
Persistent link: https://www.econbiz.de/10014291940
Saved in:
7
The contrasting influences of incidental anger and fear on responses to a service failure
Su, Lei
;
Wan, Lisa C.
;
Wyer, Robert S.
- In:
Psychology & marketing
35
(
2018
)
9
,
pp. 666-675
Persistent link: https://www.econbiz.de/10011970127
Saved in:
8
Rewarding customers who keep a product : how reinforcement affects customers' product return decision in online retailing
Gelbrich, Katja
;
Gäthke, Jana
;
Hübner, Alexander
- In:
Psychology & marketing
34
(
2017
)
9
,
pp. 853-867
Persistent link: https://www.econbiz.de/10011738111
Saved in:
9
An alternative explanation of consumer product returns from the postpurchase dissonance and ecological marketing perspectives
Lee, Dong Hwan
- In:
Psychology & marketing
32
(
2015
)
1
,
pp. 49-64
Persistent link: https://www.econbiz.de/10011287639
Saved in:
10
Search - an expense or an experience? : exploring the influence of search on product return intentions
Maity, Devdeep
;
Arnold, Todd J.
- In:
Psychology & marketing
30
(
2013
)
7
,
pp. 576-587
Persistent link: https://www.econbiz.de/10009778563
Saved in:
11
Do negative consumption experiences hurt manufacturers or retailers? : the influence of reasoning style on consumer blame attributions and purchase intention
Yoon, Sukki
- In:
Psychology & marketing
30
(
2013
)
7
,
pp. 555-565
Persistent link: https://www.econbiz.de/10009778566
Saved in:
12
The influence of cognitive dissonance on retail product returns
Powers, Thomas L.
;
Jackson, Peter
- In:
Psychology & marketing
30
(
2013
)
8
,
pp. 724-735
Persistent link: https://www.econbiz.de/10009786039
Saved in:
13
Planned versus unplanned timing changes in payment and product receipt : implications for sales promotion and services management strategy
Spears, Nancy
;
Mowen, John C.
;
Chakraborty, Goutam
- In:
Psychology & marketing
27
(
2010
)
3
,
pp. 229-251
Persistent link: https://www.econbiz.de/10003956553
Saved in:
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