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~subject:"Dienstleistungsqualität"
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Dienstleistungsqualität
Service workers
316
Dienstleistungsberufe
315
Dienstleistungssektor
82
Service industry
78
Deutschland
56
Germany
56
USA
43
United States
43
Beziehungsmarketing
42
Relationship marketing
42
Service quality
39
Customer service
35
Kundenservice
35
Arbeitszufriedenheit
33
Job satisfaction
32
Arbeitsverhalten
30
Emotion
30
Work behaviour
30
Occupational qualification
27
Qualifikation
27
Customer satisfaction
25
Kundenzufriedenheit
25
Arbeitsbedingungen
23
Consumer behaviour
23
Konsumentenverhalten
23
Dienstleistung
22
Working conditions
22
Tourism employees
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Tourismusberufe
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Großbritannien
18
Ungelernte Arbeitskräfte
18
United Kingdom
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Unskilled workers
18
France
16
Frankreich
16
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Hochqualifizierte Arbeitskräfte
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1
Afting, Matthias
1
Aquino, Karl
1
Arli, Denni
1
Barnes, Donald C.
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Becker, Laura
1
Becker-Özcamlica, Hürrem
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Bell, Simon J.
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Bhatnagar, Kushagra
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Bonn, Mark Andrew
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Büttgen, Marion
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Cheng Wei Hin
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Cho, Meehee
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Ge, Hong
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The journal of services marketing
7
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2
Academy of Management journal : AMJ
1
Australasian marketing journal
1
CLIC executive briefing
1
Global business and organizational excellence : a review of research & best practices
1
Harvard business review : HBR
1
International journal of contemporary hospitality management
1
International journal of hospitality management
1
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1
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1
Journal of management & organization : journal of Australian and New Zealand Academy of Management
1
Journal of personnel psychology
1
Journal of retailing
1
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1
Journal of service research : JSR
1
Journal of service theory and practice : JSTP
1
Journal of travel research : a quarterly publication of the Travel and Tourism Research Association
1
LISS 2012 ; Vol. 1
1
Marketing intelligence & planning
1
Marketing theory
1
Mit Dienstleistungen die Zukunft gestalten : [Impulse aus Forschung und Praxis] ; Beiträge der 8. Dienstleistungstagung des BMBF
1
Psychology & marketing
1
Qualifications & prospective : Méthode, métier, données
1
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1
Services marketing quarterly
1
The international journal of human resource management
1
The journal of law, economics, & organization
1
The service industries journal
1
Work, employment & society : a journal of the British Sociological Association
1
Zukunftsfeld Dienstleistungsarbeit : Professionalisierung - Wertschätzung - Interaktion
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ECONIS (ZBW)
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1
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:
2
Four decades of frontline service employee research : an integrative bibliometric review
Subramony, Mahesh
;
Groth, Markus
;
Hu, Xinyu
;
Wu, Yu
- In:
Journal of service research
24
(
2021
)
2
,
pp. 230-248
Persistent link: https://www.econbiz.de/10012522538
Saved in:
3
Service amid crisis : the role of supervisor humor and discretionary organizational support
Guidice, Rebecca M.
;
Mesmer-Magnus, Jessica
;
Barnes, …
- In:
The journal of services marketing
37
(
2023
)
2
,
pp. 168-183
Persistent link: https://www.econbiz.de/10013542920
Saved in:
4
Exploring service employees' involvement in value co-creation : dimensions, antecedents and consequences
Xu, Hangjun
;
Tang, Chuanyi
;
Guo, Lin
- In:
The journal of services marketing
37
(
2023
)
5
,
pp. 650-670
Persistent link: https://www.econbiz.de/10014276940
Saved in:
5
The effects of employee behavior in sustainable service organizations
Disse, Isabel Kittyma
;
Becker-Özcamlica, Hürrem
- In:
The journal of services marketing
36
(
2022
)
8
,
pp. 1095-1105
Persistent link: https://www.econbiz.de/10013410803
Saved in:
6
Signaling authenticity for frontline service employees
Matthews, A. Lynn
;
Eilert, Meike
- In:
The journal of services marketing
36
(
2022
)
3
,
pp. 416-431
Persistent link: https://www.econbiz.de/10013407527
Saved in:
7
Customer incivility and employee outcomes in the new service marketplace
Hwang, Hansol
;
Hur, Won-Moo
;
Shin, Yuhyung
;
Kim, Young-Jin
- In:
The journal of services marketing
36
(
2022
)
4
,
pp. 612-625
Persistent link: https://www.econbiz.de/10013407575
Saved in:
8
An imitation game : supervisors’ influence on customer sweethearting
Ertz, Elias
;
Becker, Laura
;
Büttgen, Marion
- In:
The journal of services marketing
36
(
2022
)
3
,
pp. 432-444
Persistent link: https://www.econbiz.de/10013407512
Saved in:
9
Subclinical : the invisible service worker
Bhatnagar, Kushagra
- In:
Marketing theory
20
(
2020
)
2
,
pp. 151-157
Persistent link: https://www.econbiz.de/10012230737
Saved in:
10
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:
11
Service sectors in India issues, challenges and opportunities
Jeyakumar, S.
(
ed.
);
Muthukumar, V.
(
ed.
)
-
2019
Persistent link: https://www.econbiz.de/10012108023
Saved in:
12
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:
13
Relationship between emotional labor and customer orientation among airline service employees : mediating role of depersonalization
Lee, JungHoon
;
Ok, Chihyung
;
Lee, Seung-hoon
;
Lee, Choong-Ki
- In:
Journal of travel research : a quarterly publication of …
57
(
2018
)
3
,
pp. 324-341
Persistent link: https://www.econbiz.de/10011915406
Saved in:
14
The productive service employee : personality, stress, satisfaction and performance
Harris, Eric G.
;
Fleming, David E.
- In:
The journal of services marketing
31
(
2017
)
6
,
pp. 499-511
Persistent link: https://www.econbiz.de/10011801572
Saved in:
15
Impact of frontline service employees' acculturation behaviours on customer satisfaction and commitment in intercultural service encounters
Gaur, Sanjaya Singh
;
Sharma, Piyush
;
Herjanto, Halimin
; …
- In:
Journal of service theory and practice : JSTP
27
(
2017
)
6
,
pp. 1105-1121
Persistent link: https://www.econbiz.de/10011811524
Saved in:
16
Minimum wages and relational contracts
Fahn, Matthias
- In:
The journal of law, economics, & organization
33
(
2017
)
2
,
pp. 301-331
Persistent link: https://www.econbiz.de/10011763957
Saved in:
17
Kick-ass customer service
Dixon, Matthew
;
Turner, Scott
;
DeLisi, Rick
- In:
Harvard business review : HBR
95
(
2017
)
1
,
pp. 110-117
Persistent link: https://www.econbiz.de/10011632691
Saved in:
18
The authentic service employee : service employees' language use for authentic service experiences
Kraak, Johannes Marcelus
;
Holmqvist, Jonas
- In:
Journal of business research : JBR
72
(
2017
),
pp. 199-209
Persistent link: https://www.econbiz.de/10011645572
Saved in:
19
Workplace incivility and its effect upon restaurant frontline service employee emotions and service performance
Cho, Meehee
;
Bonn, Mark Andrew
;
Han, Su-Jin
;
Lee, Kyung Hee
- In:
International journal of contemporary hospitality management
28
(
2016
)
12
,
pp. 2888-2912
Persistent link: https://www.econbiz.de/10011611032
Saved in:
20
Does autonomy increase or decrease negative emotional displays from service workers? : a test of competing hypotheses
Smit, Brandon W.
;
Ryan, Liam C.
;
Nelson, Courtney A.
- In:
Journal of personnel psychology
15
(
2016
)
3
,
pp. 134-138
Persistent link: https://www.econbiz.de/10011644429
Saved in:
21
Consumers' captive service experiences : it's you and me
Rayburn, Steven W.
- In:
The service industries journal
35
(
2015
)
15/16
,
pp. 806-825
Persistent link: https://www.econbiz.de/10011416846
Saved in:
22
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:
23
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:
24
Are committed employees more service oriented?
Guerra, Eva
;
Sepúlveda, César J.
- In:
Global business and organizational excellence : a …
33
(
2013/14
)
3
,
pp. 23-36
Persistent link: https://www.econbiz.de/10010359910
Saved in:
25
Customer abuse to service workers : an analysis of its social creation within the service economy
Korczynski, Marek
;
Evans, Claire
- In:
Work, employment & society : a journal of the British …
27
(
2013
)
5
,
pp. 768-784
Persistent link: https://www.econbiz.de/10010210973
Saved in:
26
Emotional intelligence and adaptability : service encounters between casino hosts and premium players
Prentice, Catherine
;
King, Brian
- In:
International journal of hospitality management
32
(
2013
),
pp. 287-294
Persistent link: https://www.econbiz.de/10009718334
Saved in:
27
The antecedents and consequences of service climate in G2B e-government service providers : a case study of China
Wang, Dongyuan
;
Men, Zirui
;
Ge, Hong
;
Feng, Yuqiang
-
2013
Persistent link: https://www.econbiz.de/10010188919
Saved in:
28
Exzellente Dienstleistungsarbeit : Wege der Professionalisierung
Abdelkafi, Nizar
-
Center for Leading Innovation & Cooperation
-
2013
Persistent link: https://www.econbiz.de/10013444790
Saved in:
29
Employee emotional response toward healthcare organization’s service recovery efforts and its influences on service recovery performance
Kim, Sang-Man
;
Oh, Jae-Young
- In:
Service business
6
(
2012
)
3
,
pp. 297-321
Persistent link: https://www.econbiz.de/10009613999
Saved in:
30
Development of a framework for services recovery for service industries
Niriender Kumar
;
Filzah Md Isa
;
Cheng Wei Hin
;
Haim …
- In:
Journal for global business advancement : JGBA
5
(
2012
)
2
,
pp. 89-102
Persistent link: https://www.econbiz.de/10009670296
Saved in:
31
Professionalisierung von Dienstleistungsarbeit und Innovationsfähigkeit in der Dienstleistungswirtschaft
Reichenwald, Ralf
;
Schipanski, Agnes
;
Pößl, Angelika
- In:
Zukunftsfeld Dienstleistungsarbeit : …
,
(pp. 19-43)
.
2012
Persistent link: https://www.econbiz.de/10009576103
Saved in:
32
Das Dienstleistungsgeschehen als Zusammenspiel von Unternehmen, Kunden und Fachkräften : Qualität durch Kooperation
Dunkel, Wolfgang
;
Afting, Matthias
;
Koch, Carolyn
- In:
Mit Dienstleistungen die Zukunft gestalten : [Impulse …
,
(pp. 141-150)
.
2011
Persistent link: https://www.econbiz.de/10008903855
Saved in:
33
Internal marketing : service quality in leisure services
Yang, Hua
;
Coates, Nigel
- In:
Marketing intelligence & planning
28
(
2010
)
6
,
pp. 754-769
Persistent link: https://www.econbiz.de/10009513555
Saved in:
34
An examination of whether and how racial and gender biases influence customer satisfaction
Hekman, David R.
;
Aquino, Karl
;
Owens, Bradley P.
; …
- In:
Academy of Management journal : AMJ
53
(
2010
)
2
,
pp. 238-264
Persistent link: https://www.econbiz.de/10003980361
Saved in:
35
The happy versus unhappy service worker in the service encounter : assessing the impact on customer satisfaction
Söderlund, Magnus
;
Rosengren, Sara
- In:
Journal of retailing and consumer services
17
(
2010
)
2
,
pp. 161-169
Persistent link: https://www.econbiz.de/10003956387
Saved in:
36
Implementation of empowerment in Chinese high power-distance organizations
Humborstad, Sut I. Wong
;
Humborstad, Bjarte
;
Whitfield, …
- In:
The international journal of human resource management
19
(
2008
)
7
,
pp. 1349-1364
Persistent link: https://www.econbiz.de/10003760801
Saved in:
37
Managing service staff as an organizational resource : implications for customer service provision
Gudergan, Siegfried
;
Beatson, Amanda
;
Lings, Ian
- In:
Services marketing quarterly
29
(
2007/08
)
4
,
pp. 25-41
Persistent link: https://www.econbiz.de/10003762364
Saved in:
38
Service staff attitudes, organisational practices and performance drivers
Beatson, Amanda
;
Lings, Ian
;
Gudergan, Siegfried P.
- In:
Journal of management & organization : journal of …
14
(
2008
)
2
,
pp. 168-179
Persistent link: https://www.econbiz.de/10003722821
Saved in:
39
Services: organisation et compétences tournées vers le client : une lecture transversale des contrats d'études prospectives tertiaires
2001
Persistent link: https://www.econbiz.de/10001584091
Saved in:
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