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isPartOf:"Journal of marketing"
~isPartOf:"Journal of retailing and consumer services"
~subject:"Dienstleistungssektor"
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Dienstleistungssektor
Customer service
85
Kundenservice
85
Dienstleistungsqualität
60
Service quality
60
Customer satisfaction
49
Kundenzufriedenheit
49
Consumer behaviour
45
Konsumentenverhalten
45
Beziehungsmarketing
43
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43
Einzelhandel
13
Emotion
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Retail trade
13
Beschwerdemanagement
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Complaint management
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Satisfaction
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Arbeitsverhalten
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Service failure
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Work behaviour
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Artificial intelligence
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Job satisfaction
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Künstliche Intelligenz
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Online retailing
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Online-Handel
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Salespeople
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Service encounters
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Service recovery
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Verkaufspersonal
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Mobile communications
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Mobilkommunikation
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Service encounter
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Viral marketing
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Virales Marketing
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12
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Asante, Daniel
2
Asante, Eric Adom
2
Kwamega, Michael
2
Söderlund, Magnus
2
Tang, Chunyong
2
Arli, Denni
1
Brady, Michael K.
1
Chen, Nuoya
1
Fan, Xiucheng
1
Fazal-e-Hasan, Syed
1
Gheshlaghi, Mahnaz
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Giebelhausen, Michael
1
Gong, Taeshik
1
Gong, Xiushuang
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Hanson, Nicole
1
Hyun, Hyowon
1
Jiao, Jinfeng
1
Mattsson, Jan
1
Mohanty, Smaraki
1
Mortimer, Gary
1
Opoku-Danso, Alexander
1
Park, Eunil
1
Park, Jungkun
1
Robinson, Stacey G.
1
Sirianni, Nancy J.
1
Strebel, Judi
1
Tian, Hui
1
Van Esch, Patrick
1
Wang, Hanwen
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Yun, Wonjoo
1
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Journal of marketing
Journal of retailing and consumer services
The journal of services marketing
21
Journal of business research : JBR
10
Journal of service management
9
Journal of service research
9
The service industries journal
8
International journal of hospitality management
7
Journal of service research : JSR
6
International journal of contemporary hospitality management
4
Journal of the Academy of Marketing Science
3
Psychology & marketing
3
Australasian marketing journal
2
Business process management journal
2
Cogent business & management
2
European journal of marketing
2
European journal of marketing : EJM
2
International journal of quality and service sciences
2
International journal of services and operations management
2
International journal of services and standards
2
International journal of services, economics and management
2
Journal of air transport management
2
Journal of service theory and practice
2
Journal of service theory and practice : JSTP
2
Managing service quality : MSQ ; an international journal
2
Operations management : a strategic approach
2
Operations research
2
The journal of applied business research
2
A Research Agenda for Service Marketing
1
Advances in business and management forecasting
1
Asia Pacific journal of marketing and logistics
1
Asian business & management
1
Athens journal of business & economics : AJBE
1
Australasian marketing journal : AMJ ; official journal of the Australia-New Zealand Marketing Academy (ANZMAC)
1
Benchmarking : an international journal ; BIJ
1
Business horizons
1
California management review
1
Decision sciences : DS
1
Die Betriebswirtschaft : DBW
1
Dienstleistungsmanagement : Jahrbuch
1
Dienstleistungsqualität : Konzepte - Methoden - Erfahrungen
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ECONIS (ZBW)
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1
Leveraging perceived HPWS to improve service encounter quality in high-contact service industries
Asante, Daniel
;
Tang, Chunyong
;
Asante, Eric Adom
; …
- In:
Journal of retailing and consumer services
73
(
2023
),
pp. 1-12
Persistent link: https://www.econbiz.de/10014303270
Saved in:
2
Why does service inclusion matter? : the effect of service exclusion on customer indirect misbehavior
Gong, Xiushuang
;
Wang, Hanwen
;
Zhang, Xiadan
;
Tian, Hui
- In:
Journal of retailing and consumer services
68
(
2022
),
pp. 1-10
Persistent link: https://www.econbiz.de/10013366271
Saved in:
3
In pursuit of service encounter quality : will service-oriented high-performance work systems benefit high-contact service industries?
Asante, Daniel
;
Tang, Chunyong
;
Kwamega, Michael
; …
- In:
Journal of retailing and consumer services
68
(
2022
),
pp. 1-11
Persistent link: https://www.econbiz.de/10013366345
Saved in:
4
Examining the consequences of customer-oriented deviance in retail
Mortimer, Gary
;
Fazal-e-Hasan, Syed
;
Strebel, Judi
- In:
Journal of retailing and consumer services
58
(
2021
),
pp. 1-14
Persistent link: https://www.econbiz.de/10012431571
Saved in:
5
To err is human : tolerate humans instead of machines in service failure
Chen, Nuoya
;
Mohanty, Smaraki
;
Jiao, Jinfeng
;
Fan, Xiucheng
- In:
Journal of retailing and consumer services
59
(
2021
),
pp. 1-11
Persistent link: https://www.econbiz.de/10012433727
Saved in:
6
Customer response toward employees' emotional labor in service industry settings
Gong, Taeshik
;
Park, Jungkun
;
Hyun, Hyowon
- In:
Journal of retailing and consumer services
52
(
2020
),
pp. 1-11
Persistent link: https://www.econbiz.de/10012132182
Saved in:
7
Weathering consumer pricing sensitivity : the importance of customer contact and personalized services in the financial services industry
Yun, Wonjoo
;
Hanson, Nicole
- In:
Journal of retailing and consumer services
55
(
2020
),
pp. 1-6
Persistent link: https://www.econbiz.de/10012268849
Saved in:
8
Creating an effective self-managed service climate for frontline service employees
Van Esch, Patrick
;
Arli, Denni
;
Gheshlaghi, Mahnaz
- In:
Journal of retailing and consumer services
57
(
2020
),
pp. 1-10
Persistent link: https://www.econbiz.de/10012305212
Saved in:
9
The role of satisfaction on customer reuse to airline services : an application of Big Data approaches
Park, Eunil
- In:
Journal of retailing and consumer services
47
(
2019
),
pp. 370-374
Persistent link: https://www.econbiz.de/10011995650
Saved in:
10
Employee display of burnout in the service encounter and its impact on customer satisfaction
Söderlund, Magnus
- In:
Journal of retailing and consumer services
37
(
2017
),
pp. 168-176
Persistent link: https://www.econbiz.de/10011729830
Saved in:
11
Merely asking the customer to recommend has an impact on word-of-mouth activity
Söderlund, Magnus
;
Mattsson, Jan
- In:
Journal of retailing and consumer services
27
(
2015
),
pp. 80-89
Persistent link: https://www.econbiz.de/10011388078
Saved in:
12
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:
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