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Customer service
2,971
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Nüttgens, Markus
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7
Bliemel, Friedhelm
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Fassott, Georg
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Helmke, Stefan
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Miao, Li
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Netessine, Serguei
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Journal of retailing and consumer services
74
The journal of services marketing
72
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
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24
International journal of contemporary hospitality management
23
Psychology & marketing
20
International journal of services and operations management
19
Services marketing quarterly
19
Gabler Edition Wissenschaft
17
Journal of retailing
17
Managing service quality : MSQ ; an international journal
17
Journal of hospitality marketing & management
16
Journal of the Academy of Marketing Science
15
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14
Journal of air transport management
14
Journal of service theory and practice : JSTP
14
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14
Harvard-Business-Manager : das Wissen der Besten
13
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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
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Journal of marketing
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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
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Tourism management : research, policies, practice
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European journal of marketing : EJM
10
Hybride Wertschöpfung : mobile Anwendungssysteme für effiziente Dienstleistungsprozesse im technischen Kundendienst
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International journal of business and economics
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ECONIS (ZBW)
2,985
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1,351
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1351
Examining key drivers of customer delight in a hotel experience : a cross-cultural perspective
Torres, Edwin N.
;
Fu, Xiaoxiao
;
Lehto, Xinran Y.
- In:
International journal of hospitality management
36
(
2014
),
pp. 255-262
Persistent link: https://www.econbiz.de/10010239280
Saved in:
1352
Planning and implementing effective service guarantee programs
Berman, Barry
;
Mathur, Anil
- In:
Business horizons
57
(
2014
)
1
,
pp. 107-116
Persistent link: https://www.econbiz.de/10010243454
Saved in:
1353
Spatially dispersed employee recovery : an airline case study
Hvass, Kristian A.
;
Torfadóttir, Embla
- In:
Journal of air transport management
34
(
2014
),
pp. 65-69
Persistent link: https://www.econbiz.de/10010244601
Saved in:
1354
Global purchasing processes in the business sector automotive aftermarket : development of a reference model
Jäger, Anna-Lena
-
2014
Persistent link: https://www.econbiz.de/10010244660
Saved in:
1355
Kundenorientierung als Veränderungsaufgabe
Jansen, Lutz
- In:
Modernes Personalmanagement : strategisch - operativ - …
,
(pp. 30-39)
.
2014
Persistent link: https://www.econbiz.de/10010226389
Saved in:
1356
Small details that marke big differences : a radical approach to consumption experience as a firm's differentiating strategy
Bolton, Ruth N.
;
Gustafsson, Anders
;
McColl-Kennedy, …
- In:
Journal of service management
25
(
2014
)
2
,
pp. 253-274
Persistent link: https://www.econbiz.de/10010343471
Saved in:
1357
Encounter satisfaction in e-tailing : are the relationships of order fulfillment service quality with its antecedents and consequences moderated by historical satisfaction?
Koufteros, Xenophon
;
Droge, Cornelia
;
Heim, Gregory
; …
- In:
Decision sciences : DS
45
(
2014
)
1
,
pp. 5-48
Persistent link: https://www.econbiz.de/10010344823
Saved in:
1358
Service orientation in delivery : perspectives from employees, customers, and managers
Frimpong, Kwabena
- In:
Services marketing quarterly
35
(
2014
)
1
,
pp. 54-67
Persistent link: https://www.econbiz.de/10010346092
Saved in:
1359
L' accueil : l'autre déficit français
Cinotti, Yves
-
2014
Persistent link: https://www.econbiz.de/10010346691
Saved in:
1360
Technische Erstellung einer Bedienungsanleitung
Böhler, Klaus
-
2014
Persistent link: https://www.econbiz.de/10010457843
Saved in:
1361
Elemente der Käuferpsychologie in der Nachkaufphase
Ramme, Iris
-
2014
Persistent link: https://www.econbiz.de/10010457847
Saved in:
1362
Das Controlling im After-Sales-Service-Management
Czenskowsky, Torsten
;
Szymanski, Marcus
-
2014
Persistent link: https://www.econbiz.de/10010457848
Saved in:
1363
Kommunikationsinstrumente für After Sales Services
Pepels, Werner
-
2014
Persistent link: https://www.econbiz.de/10010457850
Saved in:
1364
Die Distributionspolitik im After Sales Service
Lerchenmüller, Michael
-
2014
Persistent link: https://www.econbiz.de/10010457851
Saved in:
1365
Die Preispolitik im After Sales Service
Pepels, Werner
-
2014
Persistent link: https://www.econbiz.de/10010457852
Saved in:
1366
Die Produktpolitik im After Sales Service
Hüttel, Klaus
-
2014
Persistent link: https://www.econbiz.de/10010457853
Saved in:
1367
Der Rechtsrahmen für After Sales Services
Steckler, Brunhilde
-
2014
Persistent link: https://www.econbiz.de/10010457854
Saved in:
1368
Qualitätscontrolling bei Kundendiensten
Pepels, Werner
-
2014
Persistent link: https://www.econbiz.de/10010457858
Saved in:
1369
Das Personalmanagement im After Sales Service
Femppel, Kurt
-
2014
Persistent link: https://www.econbiz.de/10010457859
Saved in:
1370
Industrielles Dienstleistungsmanagement
Ammann, Paul
;
Rodel, Eugen
-
2014
Persistent link: https://www.econbiz.de/10010457860
Saved in:
1371
Mit Informationen den After Sales Service optimieren
Kastin, Klaus S.
-
2014
Persistent link: https://www.econbiz.de/10010457861
Saved in:
1372
Die Merkmale von Kundendiensten
Pepels, Werner
-
2014
Persistent link: https://www.econbiz.de/10010457862
Saved in:
1373
Die Bedeutung von Dienstleistungen
Pepels, Werner
-
2014
Persistent link: https://www.econbiz.de/10010457863
Saved in:
1374
Zunehmende Bedeutung von Nachkaufphase und Kundenwert
Pepels, Werner
-
2014
Persistent link: https://www.econbiz.de/10010457864
Saved in:
1375
Wartungsverhalten privater Nachfrager : ein Beitrag zum After-Sales-Management anhand theoretischer und empirischer Analysen im Wartungsmarkt für Automobile
Güntermann, Marc
-
2014
-
1. Aufl.
Persistent link: https://www.econbiz.de/10010460239
Saved in:
1376
The effect of service employees' accent on customer reactions
Tombs, Alastair
;
Hill, Sally Rao
- In:
European journal of marketing : EJM
48
(
2014
)
11/12
,
pp. 2051-2070
Persistent link: https://www.econbiz.de/10010461810
Saved in:
1377
Retourenmanagement im Versandhandel : theoretische und empirisch fundierte Gestaltungsalternativen für das Management von Retouren
Asdecker, Björn
-
2014
Persistent link: https://www.econbiz.de/10010466881
Saved in:
1378
Does standardized service fit all? : novel service encounter in frontline employee-customer interface
Lai, John
;
Lui, Steven S.
;
Hon, Alice H. Y.
- In:
International journal of contemporary hospitality management
26
(
2014
)
8
,
pp. 1341-1363
Persistent link: https://www.econbiz.de/10010467877
Saved in:
1379
Assessing the influence of economic and customer experience factors on service purchase behaviors
Kumar, V.
;
Umashankar, Nita
;
Kim, Kihyun Hannah
; …
- In:
Marketing science : the marketing journal of the …
33
(
2014
)
5
,
pp. 673-692
Persistent link: https://www.econbiz.de/10010468408
Saved in:
1380
A cross-cultural perspective on consumer perceptions of service failures' severity : a pilot study
Zourrig, Haithem
;
El Hedhli, Kamel
;
Chebat, Jean-Charles
- In:
International journal of quality and service sciences
6
(
2014
)
4
,
pp. 238-257
Persistent link: https://www.econbiz.de/10010469104
Saved in:
1381
Effects of stability and controllability attribution on service recovery evaluation in the context of the airline industry
Nikbin, Davoud
;
Marimuthu, Malliga
;
Hyun, Sunghyup Sean
; …
- In:
Journal of travel and tourism marketing
31
(
2014
)
7/8
,
pp. 817-834
Persistent link: https://www.econbiz.de/10010469250
Saved in:
1382
To tip or not to tip, that is the question : rewarding customer service encounters
Richardson, Alan J.
;
Kilfoyle, Eksa
- In:
Accounting perspectives : a journal of The Canadian …
13
(
2014
)
4
,
pp. 301-308
Persistent link: https://www.econbiz.de/10010482215
Saved in:
1383
Variability in health care services : the role of service employee flexibility
Vredenburg, Jessica
;
Bell, Simon J.
- In:
Australasian marketing journal
22
(
2014
)
3
,
pp. 168-178
Persistent link: https://www.econbiz.de/10010427975
Saved in:
1384
Special issue: Service imperatives in the new economy : enhancing customer experience
Mathew, P. V.
(
contributor
)
-
2014
Persistent link: https://www.econbiz.de/10010432133
Saved in:
1385
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:
1386
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:
1387
The yin and yang of introducing a sales culture : the Amalgan Bank case
Fortado, Bruce
;
Fadil, Paul A.
- In:
Competitiveness review : an international business …
24
(
2014
)
5
,
pp. 444-462
Persistent link: https://www.econbiz.de/10010434414
Saved in:
1388
A study on consumer adoption of technology-facilitated services
Chowdhury, Indranil Roy
;
Patro, Sanjay
;
Venugopal, Pingali
- In:
The journal of services marketing
28
(
2014
)
6
,
pp. 471-483
Persistent link: https://www.econbiz.de/10010434600
Saved in:
1389
Self-regulation and "other consumers" at service encounters : a sociometer perspective
Miao, Li
- In:
International journal of hospitality management
39
(
2014
),
pp. 122-129
Persistent link: https://www.econbiz.de/10010389398
Saved in:
1390
Retaining customers after service failure recoveries : a contingency model
Wang, Kai-yu
;
Hsu, Li-chun
;
Chih, Wen-hai
- In:
Managing service quality : MSQ ; an international journal
24
(
2014
)
4
,
pp. 318-338
Persistent link: https://www.econbiz.de/10010389695
Saved in:
1391
Problematic customers and customer service employee retaliation
Madupalli, Ramana Kumar
;
Poddar, Amit
- In:
The journal of services marketing
28
(
2014
)
3
,
pp. 244-255
Persistent link: https://www.econbiz.de/10010391424
Saved in:
1392
Helden im Callcenter
Mahler, Nicolas
;
Niemeyer, Gero
;
Fischer, Nils
- In:
Harvard-Business-Manager : das Wissen der Besten
36
(
2014
)
9
,
pp. 64-71
Persistent link: https://www.econbiz.de/10010392072
Saved in:
1393
Optimizing customized services : efficient computation in large Service Value Networks
Haak, Steffen
;
Weinhardt, Christof
- In:
Information systems and e-business management : ISeB
12
(
2014
)
3
,
pp. 307-335
Persistent link: https://www.econbiz.de/10010392571
Saved in:
1394
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:
1395
Pleasantly plump : offsetting negative obesity stereotypes for frontline service employees
Cowart, Kelly O.
;
Brady, Michael K.
- In:
Journal of retailing
90
(
2014
)
3
,
pp. 365-378
Persistent link: https://www.econbiz.de/10010408219
Saved in:
1396
When do employees speak up for their customers? : a model of voice in a customer service context
Lam, Chak Fu
;
Mayer, David M.
- In:
Personnel psychology : a journal of applied research
67
(
2014
)
3
,
pp. 637-666
Persistent link: https://www.econbiz.de/10010408969
Saved in:
1397
Customer input failures in service processes
Seppänen, Kaisa
;
Huiskonen, Janne
;
Karppinen, Henri
- In:
International journal of services and operations management
17
(
2014
)
4
,
pp. 439-452
Persistent link: https://www.econbiz.de/10010410864
Saved in:
1398
Interpreting value in the customer service experience using customer-dominant logic
Tynan, Caroline
;
McKechnie, Sally
;
Hartley, Stephanie
- In:
Journal of marketing management : MM
30
(
2014
)
9/10
,
pp. 1058-1081
Persistent link: https://www.econbiz.de/10010411295
Saved in:
1399
Explanation information and source in service recovery initiatives
Baker, Thomas
;
Meyer, Tracy
- In:
The journal of services marketing
28
(
2014
)
4
,
pp. 311-318
Persistent link: https://www.econbiz.de/10010411912
Saved in:
1400
The CURE scale : a multidimensional measure of service recovery strategy
Mostafa, Rania
;
Lages, Cristiana R.
;
Sääksjärvi, Maria
- In:
The journal of services marketing
28
(
2014
)
4
,
pp. 300-310
Persistent link: https://www.econbiz.de/10010411924
Saved in:
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