//--> //--> //-->
Toggle navigation
Logout
Change account settings
EN
DE
ES
FR
A-Z
Beta
About EconBiz
News
Thesaurus (STW)
Research Skills
Help
EN
DE
ES
FR
My account
Logout
Change account settings
Login
Publications
Events
Your search terms
Search
Retain my current filters
~isPartOf:"Schriftenreihe Schwerpunkt Marketing"
~isPartOf:"Journal of hospitality marketing & management"
Search options
All Fields
Title
Exact title
Subject
Author
Institution
ISBN/ISSN
Published in...
Publisher
Open Access only
Advanced
Search history
My EconBiz
Favorites
Loans
Reservations
Fines
You are here:
Home
Search: subject_exact:"Returns management"
Narrow search
Delete all filters
| 2 applied filters
Year of publication
From:
To:
Subject
All
Customer service
19
Kundenservice
19
Dienstleistungsqualität
17
Service quality
17
Customer satisfaction
15
Kundenzufriedenheit
15
Consumer behaviour
11
Konsumentenverhalten
11
Beziehungsmarketing
7
Relationship marketing
7
Beschwerdemanagement
5
Complaint management
5
Hospital
3
Krankenhaus
3
service encounter
3
service failure
3
service recovery
3
Arbeitsverhalten
2
Emotion
2
Mitarbeiter
2
Perception
2
Performance measurement
2
Performance-Messung
2
Tourism industry
2
Tourismuswirtschaft
2
Wahrnehmung
2
Work behaviour
2
customer loyalty
2
proactive customer service performance
2
Arbeitszufriedenheit
1
Artificial intelligence
1
Aussehen
1
Behavior intention
1
Bewertung
1
Bi-sexual
1
Customer delight
1
Customer integration
1
Dienstleistung
1
Dienstleistungsmarketing
1
Dienstleistungssektor
1
more ...
less ...
Online availability
All
Undetermined
12
Free
1
Type of publication
All
Article
17
Book / Working Paper
2
Type of publication (narrower categories)
All
Article in journal
17
Aufsatz in Zeitschrift
17
Hochschulschrift
2
Thesis
2
Language
All
English
18
German
1
Author
All
Baker, Melissa A.
1
Chen, Haipeng
1
Cheng, Bao
1
Choo, Wei Chong
1
DiPietro, Robin B.
1
Dong, Yun
1
Fan, Alei
1
Fichtel, Sina
1
Gazzoli, Gabriel
1
Guo, Gongxing
1
Hartman, Katherine B.
1
Herington, Carmel
1
Hua, Nan
1
Jin, Dan
1
Jolly, Phillip M.
1
Kim, Chloe Shinae
1
Kim, Peter Beomcheol
1
Kim, Youngsun Sean
1
Koc, Erdogan
1
Lim, Weng Marc
1
Lopes, Sergio Dominique
1
Ma, Junzhao
1
Mansor, Zuraina Dato’
1
Meyer, Tracy
1
Miao, Li
1
Palmeira, Mauricio
1
Peng, Yan
1
Prentice, Catherine
1
Qu, Halin
1
Ramkissoon, Haywantee
1
Ro, Heejung
1
Salehi-Esfahani, Saba
1
Scribner, Lisa L.
1
Shan, Minghui
1
Sharifi, Seyed Shahin
1
Shoukat, Muhammad Haroon
1
Spassova, Gerri
1
Specht, Nina
1
Sun, Sijie
1
Torres, Edwin
1
more ...
less ...
Published in...
All
Schriftenreihe Schwerpunkt Marketing
Journal of hospitality marketing & 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
58
SpringerLink / Bücher
38
Journal of service research : JSR
36
The service industries journal
33
Journal of service management
30
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
Gabler Edition Wissenschaft
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
Journal of service theory and practice
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
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
Tourism management : research, policies, practice
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
Management science : journal of the Institute for Operations Research and the Management Sciences
10
The journal of business & industrial marketing
10
more ...
less ...
Source
All
ECONIS (ZBW)
19
Showing
1
-
19
of
19
Sort
Relevance
Date (newest first)
Date (oldest first)
1
Customer delight, engagement, experience, value co-creation, place identity, and revisit intention : a new conceptual framework
Shoukat, Muhammad Haroon
;
Ramkissoon, Haywantee
- In:
Journal of hospitality marketing & management
31
(
2022
)
6
,
pp. 757-775
Persistent link: https://www.econbiz.de/10013327890
Saved in:
2
Service robot's responses in service recovery and service evaluation : the moderating role of robots' social perception
Shan, Minghui
;
Zhu, Zhenzhong
;
Chen, Haipeng
;
Sun, Sijie
- In:
Journal of hospitality marketing & management
33
(
2024
)
2
,
pp. 145-168
Persistent link: https://www.econbiz.de/10014511796
Saved in:
3
Antecedents of proactive customer service performance in hospitality : a meta-analysis
Yan, Zhen
;
Mansor, Zuraina Dato’
;
Choo, Wei Chong
- In:
Journal of hospitality marketing & management
32
(
2023
)
4
,
pp. 505-529
Persistent link: https://www.econbiz.de/10014281028
Saved in:
4
Responding to negative reviews? : the interplay of management response strategy and service failure type
Salehi-Esfahani, Saba
;
Torres, Edwin
;
Hua, Nan
- In:
Journal of hospitality marketing & management
32
(
2023
)
1
,
pp. 29-49
Persistent link: https://www.econbiz.de/10013545802
Saved in:
5
Sexual orientation identity matters : lesbian, gay, and bi-sexual customers’ perceptions of service encounters
Ro, Heejung
- In:
Journal of hospitality marketing & management
32
(
2023
)
1
,
pp. 75-94
Persistent link: https://www.econbiz.de/10013545807
Saved in:
6
Do illegitimate tasks undermine hospitality employees' proactive customer service performance? : a moderated dual-path model
Zhao, Lijing
;
Jolly, Phillip M.
;
Zhao, Shuming
- In:
Journal of hospitality marketing & management
32
(
2023
)
1
,
pp. 95-121
Persistent link: https://www.econbiz.de/10013545811
Saved in:
7
Examining the spillover effects of problems at home on proactive customer service performance in the hospitality industry : the overlooked side of the work-family interface
Cheng, Bao
;
Guo, Gongxing
;
Dong, Yun
;
Peng, Yan
- In:
Journal of hospitality marketing & management
30
(
2021
)
3
,
pp. 354-372
Persistent link: https://www.econbiz.de/10012513777
Saved in:
8
The impact of customer controllability and service recovery type on customer satisfaction and consequent behavior intentions
Jin, Dan
;
DiPietro, Robin B.
;
Fan, Alei
- In:
Journal of hospitality marketing & management
29
(
2020
)
1
,
pp. 65-87
Persistent link: https://www.econbiz.de/10012256118
Saved in:
9
Emotional intelligence or artificial intelligence : an employee perspective
Prentice, Catherine
;
Lopes, Sergio Dominique
;
Wang, Xuequn
- In:
Journal of hospitality marketing & management
29
(
2020
)
4
,
pp. 377-403
Persistent link: https://www.econbiz.de/10012256141
Saved in:
10
Customers' reactions to other customer caused service failures : the effects of tie strength on customer loyalty
Kim, Youngsun Sean
;
Baker, Melissa A.
- In:
Journal of hospitality marketing & management
29
(
2020
)
6
,
pp. 682-701
Persistent link: https://www.econbiz.de/10012256164
Saved in:
11
Employee attractiveness and customers' service failure perceptions
Villi, Bilge
;
Koc, Erdogan
- In:
Journal of hospitality marketing & management
27
(
2018
)
1
,
pp. 41-60
Persistent link: https://www.econbiz.de/10011848320
Saved in:
12
The impact of service failure and recovery on target and observing customers : a comparative study
Sharifi, Seyed Shahin
;
Palmeira, Mauricio
;
Ma, Junzhao
; …
- In:
Journal of hospitality marketing & management
26
(
2017
)
8
,
pp. 889-910
Persistent link: https://www.econbiz.de/10011784161
Saved in:
13
Influence of the work relationship between frontline employees and their immediate supervisor on customers' service experience
Kim, Peter Beomcheol
;
Gazzoli, Gabriel
;
Qu, Halin
;
Kim, …
- In:
Journal of hospitality marketing & management
25
(
2016
)
3/4
,
pp. 425-448
Persistent link: https://www.econbiz.de/10011499261
Saved in:
14
Emotion regulation at service encounters : coping with the behavior of other customers
Miao, Li
- In:
Journal of hospitality marketing & management
23
(
2014
)
1/2
,
pp. 49-76
Persistent link: https://www.econbiz.de/10010358260
Saved in:
15
The antecedents and consequences of customer hedonism in hospitality services
Lim, Weng Marc
- In:
Journal of hospitality marketing & management
23
(
2014
)
5/6
,
pp. 626-651
Persistent link: https://www.econbiz.de/10010402055
Saved in:
16
"What is beautiful is good" : impact of employee attractiveness on market success
Fichtel, Sina
-
2009
Persistent link: https://www.econbiz.de/10003809865
Saved in:
17
Retail and service encounters : the inter-cultural tourist experience
Hartman, Katherine B.
;
Meyer, Tracy
;
Scribner, Lisa L.
- In:
Journal of hospitality marketing & management
18
(
2009
)
2/3
,
pp. 197-215
Persistent link: https://www.econbiz.de/10003842903
Saved in:
18
Implementing the marketing concept in travel organizations: the important moderating influence of perceived organizational support
Herington, Carmel
;
Weaven, Scott
- In:
Journal of hospitality marketing & management
18
(
2009
)
7
,
pp. 692-717
Persistent link: https://www.econbiz.de/10003893331
Saved in:
19
Erfolgsfaktor Service : warum und wie Mitarbeiter im persönlichen Kontakt zum Kunden begeistern
Specht, Nina
-
2008
Persistent link: https://www.econbiz.de/10013427488
Saved in:
Results per page
10
25
50
100
250
A service of the
zbw
×
Loading...
//-->