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~isPartOf:"Journal of retailing and consumer services"
~subject:"Kundenzufriedenheit"
~subject:"Relationship marketing"
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Kundenzufriedenheit
Relationship marketing
Dienstleistungsqualität
331
Service quality
331
Consumer behaviour
230
Konsumentenverhalten
230
Customer satisfaction
214
Beziehungsmarketing
180
Einzelhandel
70
Retail trade
70
Customer service
58
Kundenservice
58
Online retailing
39
Online-Handel
39
Beschwerdemanagement
37
Complaint management
37
Satisfaction
27
Dienstleistungssektor
26
Service industry
26
E-commerce
25
Electronic Commerce
25
Emotion
25
Viral marketing
25
Virales Marketing
25
Customer loyalty
23
Customer integration
20
Kundenintegration
20
Customer experience
19
Ladengestaltung
19
Store design
19
Confidence
17
Quality management
17
Qualitätsmanagement
17
Service failure
17
Vertrauen
17
Brand management
16
Markenführung
16
Brand image
15
Markenimage
15
Mobile communications
15
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217
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262
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262
Aufsatz in Zeitschrift
262
Case study
1
Fallstudie
1
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English
262
Author
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Prentice, Catherine
9
Söderlund, Magnus
8
Prybutok, Victor R.
4
Quach, Sara
4
Rokonuzzaman, Md
4
Gong, Taeshik
3
Harun, Ahasan
3
Hollebeek, Linda D.
3
Mortimer, Gary
3
Park, Eunil
3
Park, Jungkun
3
Al Khateeb, Amr
2
Alnawas, Ibrahim
2
Antwi, Collins Opoku
2
Asante, Daniel
2
Asante, Eric Adom
2
Babin, Barry J.
2
Bilgihan, Anil
2
Boakye, Kwabena G.
2
Borges, Adilson
2
Cambra-Fierro, Jesús
2
Chen, Mu-Chen
2
Cioppi, Marco
2
Davari, Arezoo
2
El Hedhli, Kamel
2
El-Adly, Mohammed Ismail
2
El-Manstrly, Dahlia
2
Fazal-e-Hasan, Syed
2
Fernandes, Teresa
2
Francioni, Barbara
2
Friman, Margareta
2
Gibbs, Tanya
2
Gohary, Ali
2
Hamzelu, Bahman
2
Hinson, Robert
2
Hsu, Chia-Lin
2
Islam, Jamid Ul
2
Iyer, Pramod
2
Japutra, Arnold
2
Jebarajakirthy, Charles
2
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Journal of retailing and consumer services
International journal of hospitality management
243
Journal of business research : JBR
168
The journal of services marketing
158
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
141
The service industries journal
138
Journal of hospitality marketing & management
109
International journal of contemporary hospitality management
104
Journal of travel and tourism marketing
96
Services marketing quarterly
93
Service business
75
Journal of air transport management
72
Journal of service research : JSR
71
Tourism management : research, policies, practice
68
The TQM journal : the international review of organizational improvement
66
Cogent business & management
63
International journal of quality and service sciences
62
International journal of services and operations management
62
Journal of service management
55
Total quality management & business excellence
55
International journal of quality & reliability management
54
International journal of productivity and quality management : IJPQM
50
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
50
Asia Pacific journal of marketing and logistics
49
International journal of services, economics and management
49
Managing service quality : MSQ ; an international journal
49
The international journal of bank marketing : IJBM
46
Quality management journal : QMJ
37
Journal of the Academy of Marketing Science
35
Industrial marketing management : the international journal for industrial and high-tech firms
34
Journal of Asian finance, economics and business : JAFEB
34
Journal of strategic marketing
33
International journal of services and operations management : IJSOM
31
Journal of service research
30
Psychology & marketing
30
International journal of electronic marketing and retailing : IJEMR
29
Marketing intelligence & planning
29
European journal of marketing : EJM
27
International journal of electronic customer relationship management : IJECRM
27
Journal of service theory and practice : JSTP
27
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ECONIS (ZBW)
262
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1
Enhance understandings of Online Food Delivery's service quality with online reviews
Ma, Bohao
;
Wong, Yiik Diew
;
Teo, Chee Chong
;
Wang, Ziyang
- In:
Journal of retailing and consumer services
76
(
2024
),
pp. 1-11
Persistent link: https://www.econbiz.de/10014460837
Saved in:
2
Can chatbot customer service match human service agents on customer satisfaction? : an investigation in the role of trust
Huang, Dongling
;
Markovitch, Dmitri G.
;
Stough, Rusty A.
- In:
Journal of retailing and consumer services
76
(
2024
),
pp. 1-14
Persistent link: https://www.econbiz.de/10014460850
Saved in:
3
Exploring the influence mechanism of chatbot-expressed humor on service satisfaction in online customer service
Xie, Yuguang
;
Liang, Changyong
;
Zhou, Peiyu
;
Jiang, Li
- In:
Journal of retailing and consumer services
76
(
2024
),
pp. 1-17
Persistent link: https://www.econbiz.de/10014460852
Saved in:
4
The way to generate customer citizenship behavior with customer experience
Le, Hoang T. P. M.
;
Kim, Dongyoup
;
Park, Jungkun
- In:
Journal of retailing and consumer services
76
(
2024
),
pp. 1-10
Persistent link: https://www.econbiz.de/10014460861
Saved in:
5
Integrated banking channel service quality (IBCSQ) : role of IBCSQ for building consumers' relationship quality and brand equity
Sreejesh, S.
- In:
Journal of retailing and consumer services
76
(
2024
),
pp. 1-13
Persistent link: https://www.econbiz.de/10014460872
Saved in:
6
Demonstrating the influencing factors and outcomes of customer experience in omnichannel retail
Zhang, Xueting
;
Park, Younggeun
;
Park, Jaejin
;
Zhang, Hao
- In:
Journal of retailing and consumer services
77
(
2024
),
pp. 1-10
Persistent link: https://www.econbiz.de/10014462160
Saved in:
7
Determining influence of service quality on user identification, belongingness, and satisfaction on mobile social media : insight from emotional attachment perspective
Pang, Hua
;
Zhang, Kaige
- In:
Journal of retailing and consumer services
77
(
2024
),
pp. 1-11
Persistent link: https://www.econbiz.de/10014462295
Saved in:
8
S-O-R based experiential framework for measuring in-store customer satisfaction in non-fuel retailing
Shamim, Amjad
;
Muhammad Farrukh Abid
;
Ahmad, Farooq
- In:
Journal of retailing and consumer services
77
(
2024
),
pp. 1-20
Persistent link: https://www.econbiz.de/10014462298
Saved in:
9
The study of brand loyalty and switching cost on OTT bundled service choice : focusing on reference-dependent preferences in the saturated market
Kim, Kyungah
;
Kim, Junghun
- In:
Journal of retailing and consumer services
77
(
2024
),
pp. 1-9
Persistent link: https://www.econbiz.de/10014462320
Saved in:
10
Effects of augmented reality technology characteristics on customer citizenship behavior
Gong, Taeshik
;
Park, Jungkun
- In:
Journal of retailing and consumer services
75
(
2023
),
pp. 1-10
Persistent link: https://www.econbiz.de/10014371721
Saved in:
11
Role of downward versus upward social comparison in service recovery : testing a mediated moderation model with two empirical studies
Chen, Ke
;
Zhan, Wu
;
Sharma, Piyush
- In:
Journal of retailing and consumer services
75
(
2023
),
pp. 1-13
Persistent link: https://www.econbiz.de/10014372531
Saved in:
12
Gracefully yours : would snap judgments of one's subtle graceful movements lead to inferences about their emotional intelligence?
Dogerlioglu-Demir, Kivilcim
;
Ng, Andy H.
;
Koçaş, Cenk
- In:
Journal of retailing and consumer services
75
(
2023
),
pp. 1-11
Persistent link: https://www.econbiz.de/10014372547
Saved in:
13
The effects of app-related factors on app stickiness : the role of cognitive and emotional app relationship quality
Alnawas, Ibrahim
;
Al Khateeb, Amr
;
El Hedhli, Kamel
- In:
Journal of retailing and consumer services
75
(
2023
),
pp. 1-16
Persistent link: https://www.econbiz.de/10014372634
Saved in:
14
Examining the impact of service robot communication styles on customer intimacy following service failure
Park, Junsung
;
Yoo, Joon Woo
;
Cho, Youngju
;
Park, Heejun
- In:
Journal of retailing and consumer services
75
(
2023
),
pp. 1-9
Persistent link: https://www.econbiz.de/10014372639
Saved in:
15
Is online-to-offline customer care support essential for consumer service?
Sarkar, Biswajit
;
Dey, Bikash Koli
- In:
Journal of retailing and consumer services
75
(
2023
),
pp. 1-29
Persistent link: https://www.econbiz.de/10014373304
Saved in:
16
On linking the perceived values of mobile shopping apps, customer well-being, and customer citizenship behavior : moderating role of customer intimacy
Garrouch, Karim
;
Ghali, Zohra
- In:
Journal of retailing and consumer services
74
(
2023
),
pp. 1-12
Persistent link: https://www.econbiz.de/10014363976
Saved in:
17
Emotion and trust in virtual service assistant design for effective service recovery
Le, Hoang T. P. M.
;
Park, Jungkun
;
Lee, Sangwoo
- In:
Journal of retailing and consumer services
74
(
2023
),
pp. 1-11
Persistent link: https://www.econbiz.de/10014364045
Saved in:
18
Dissecting the mixed effects of human-customer service chatbot interaction on customer satisfaction : an explanation from temporal and conversational cues
Xu, Ying
;
Niu, Nan
;
Zhao, Zixiang
- In:
Journal of retailing and consumer services
74
(
2023
),
pp. 1-15
Persistent link: https://www.econbiz.de/10014364474
Saved in:
19
Estimating travellers' value when purchasing auxiliary services in the airline industry based on the RFM model
Chen, Yanhong
;
Liu, Luning
;
Dequan, Zheng
;
Li, Bin
- In:
Journal of retailing and consumer services
74
(
2023
),
pp. 1-9
Persistent link: https://www.econbiz.de/10014364543
Saved in:
20
Would you try it again? : dual effects of customer mindfulness on service recovery
Martinez, Luisa M.
;
Pacheco, Natália Araújo
;
Ramos, …
- In:
Journal of retailing and consumer services
74
(
2023
),
pp. 1-13
Persistent link: https://www.econbiz.de/10014364668
Saved in:
21
The role of socially rich photos in generating favorable donation behavior on charity websites
Bataoui, Soffien
;
Boch, Emmanuelle
- In:
Journal of retailing and consumer services
74
(
2023
),
pp. 1-16
Persistent link: https://www.econbiz.de/10014364672
Saved in:
22
Unraveling customer repurchase intention in OFDL context : an investigation using a hybrid technique of SEM and fsQCA
Dogra, Nikhil
;
Adil, Mohd
;
Sadiq, Mohd
;
Dash, Ganesh
; …
- In:
Journal of retailing and consumer services
72
(
2023
),
pp. 1-11
Persistent link: https://www.econbiz.de/10014253481
Saved in:
23
Perceived customer care and privacy protection behavior : the mediating role of trust in self-disclosure
Rodríguez-Priego, Nuria
;
Porcu, Lucia
;
Prados-Peña, …
- In:
Journal of retailing and consumer services
72
(
2023
),
pp. 1-10
Persistent link: https://www.econbiz.de/10014253497
Saved in:
24
Memorable customer experiences and autobiographical memories : from service experience to word of mouth
Moliner-Tena, Miguel A.
;
Monferrer-Tirado, Diego
; …
- In:
Journal of retailing and consumer services
72
(
2023
),
pp. 1-11
Persistent link: https://www.econbiz.de/10014253530
Saved in:
25
Care management to improve retail customers' and employees' satisfaction
Raggiotto, Francesco
;
Campagno, Cristiana
;
Scarpi, Daniele
- In:
Journal of retailing and consumer services
72
(
2023
),
pp. 1-9
Persistent link: https://www.econbiz.de/10014253533
Saved in:
26
Understanding the user satisfaction and loyalty of customer service chatbots
Hsu, Chin-Lung
;
Lin, Judy Chuan-Chuan
- In:
Journal of retailing and consumer services
71
(
2023
),
pp. 1-10
Persistent link: https://www.econbiz.de/10014253676
Saved in:
27
Exploring customer concerns on service quality under the COVID-19 crisis : a social media analytics study from the retail industry
Li, Xinwei
;
Xu, Mao
;
Zeng, Wenjuan
;
Tse, Ying Kei
; …
- In:
Journal of retailing and consumer services
70
(
2023
),
pp. 1-15
Persistent link: https://www.econbiz.de/10014239860
Saved in:
28
Effects of logistics service quality and price fairness on customer repurchase intention : the moderating role of cross-border e-commerce experiences
Do, Quynh Huong
;
Kim, Thai Young
;
Wang, Xueqin
- In:
Journal of retailing and consumer services
70
(
2023
),
pp. 1-12
Persistent link: https://www.econbiz.de/10014239880
Saved in:
29
May robots be held responsible for service failure and recovery? : the role of robot service provider agents' human-likeness
Arikan, Esra
;
Altinigne, Nesenur
;
Kuzgun, Ebru
;
Okan, Mehmet
- In:
Journal of retailing and consumer services
70
(
2023
),
pp. 1-11
Persistent link: https://www.econbiz.de/10014240279
Saved in:
30
Why do you care about me? : the impact of retailers' customer care activities on customer orientation perceptions and store patronage intentions
Vannucci, Virginia
;
Dasmi, Costanza
;
Nechaeva, Olga
; …
- In:
Journal of retailing and consumer services
73
(
2023
),
pp. 1-14
Persistent link: https://www.econbiz.de/10014303155
Saved in:
31
Measuring customer aggression : Scale development and validation
Mortimer, Gary
;
Wang, Shasha
;
Osorio Andrade, María Lucila
- In:
Journal of retailing and consumer services
73
(
2023
),
pp. 1-12
Persistent link: https://www.econbiz.de/10014303231
Saved in:
32
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:
33
Quantifying the influence of customer experience on consumer share-of-category
Klaus, Philipp
;
Kuppelwieser, Volker
;
Heinonen, Kristina
- In:
Journal of retailing and consumer services
73
(
2023
),
pp. 1-10
Persistent link: https://www.econbiz.de/10014303364
Saved in:
34
Examining consumer experience in using m-banking apps : a study of its antecedents and outcomes
Shahid, Shadma
;
Islam, Jamid Ul
;
Malik, Shehla
;
Hasan, Uzma
- In:
Journal of retailing and consumer services
65
(
2022
),
pp. 1-11
Persistent link: https://www.econbiz.de/10013169561
Saved in:
35
"Do not impose on others what you desire" : research on the influence of service personnel's interactive orientation on customer comfort
Li, Mengyi
;
Ma, Qin-hai
- In:
Journal of retailing and consumer services
65
(
2022
),
pp. 1-11
Persistent link: https://www.econbiz.de/10013169611
Saved in:
36
Study on the steady state of the propagation model of consumers' perceived service quality in the community group-buying
Li, Jianfei
;
Li, Bei
;
Shen, Yang
;
Tang, Kun
- In:
Journal of retailing and consumer services
65
(
2022
),
pp. 1-13
Persistent link: https://www.econbiz.de/10013169620
Saved in:
37
When can interaction orientation create more service value? : the moderating role of frontline employees' trust in managers and employee deep acting
Yang, Defeng
;
Chen, Xiaoyun
;
Ma, Baolong
;
Wei, Haiying
- In:
Journal of retailing and consumer services
65
(
2022
),
pp. 1-9
Persistent link: https://www.econbiz.de/10013169646
Saved in:
38
Effects of characteristics of in-store retail technology on customer citizenship behavior
Gong, Taeshik
;
Wang, Chen-Ya
;
Lee, Kangcheol
- In:
Journal of retailing and consumer services
65
(
2022
),
pp. 1-10
Persistent link: https://www.econbiz.de/10013169678
Saved in:
39
Importance of offline service quality in building loyalty of OC service brand
Park, Joonyong
;
Kim, Renee B.
- In:
Journal of retailing and consumer services
65
(
2022
),
pp. 1-8
Persistent link: https://www.econbiz.de/10013169688
Saved in:
40
Service integration in omnichannel retailing and its impact on customer experience
Quach, Sara
;
Barari, Mojtaba
;
Moudrý, Dann Vit
;
Quach, Ken
- In:
Journal of retailing and consumer services
65
(
2022
),
pp. 1-9
Persistent link: https://www.econbiz.de/10013169715
Saved in:
41
Change in technology-enabled omnichannel customer experiences in-store
Alexander, Bethan
;
Kent, Anthony
- In:
Journal of retailing and consumer services
65
(
2022
),
pp. 1-10
Persistent link: https://www.econbiz.de/10013169724
Saved in:
42
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:
43
Convenience stores in the digital age : a focus on the customer experience and revisit intentions
Gibson, Samantha
;
Hsu, Maxwell K.
;
Zhou, Xing
- In:
Journal of retailing and consumer services
68
(
2022
),
pp. 1-14
Persistent link: https://www.econbiz.de/10013366306
Saved in:
44
Chatbots and service failure : when does it lead to customer aggression
Huang, Yu-Shan
;
Dootson, Paula
- In:
Journal of retailing and consumer services
68
(
2022
),
pp. 1-11
Persistent link: https://www.econbiz.de/10013366333
Saved in:
45
The golden mean : research on the mechanism of customer participation in employee service innovation
Liu, Dewen
;
Han, Shenghao
;
Zhang, Jieqiong
- In:
Journal of retailing and consumer services
68
(
2022
),
pp. 1-12
Persistent link: https://www.econbiz.de/10013366341
Saved in:
46
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:
47
When do AI chatbots lead to higher customer satisfaction than human frontline employees in online shopping assistance? : considering product attribute type
Ruan, Yanya
;
Mezei, József
- In:
Journal of retailing and consumer services
68
(
2022
),
pp. 1-16
Persistent link: https://www.econbiz.de/10013366365
Saved in:
48
The harmonious role of channel integration and logistics service in omnichannel retailing : the case of IKEA
Prassida, Grandys Frieska
;
Hsu, Ping-Yu
- In:
Journal of retailing and consumer services
68
(
2022
),
pp. 1-13
Persistent link: https://www.econbiz.de/10013366370
Saved in:
49
Linking atmospherics to shopping outcomes : the role of the desire to stay
Elmashhara, Maher Georges
;
Soares, Ana
- In:
Journal of retailing and consumer services
64
(
2022
),
pp. 1-10
Persistent link: https://www.econbiz.de/10013209447
Saved in:
50
Towards rebuilding the highstreet : learning from customers' town centre shopping journeys
AbedRabbo, Majd
;
Hart, Cathryn
;
Ellis-Chadwick, Fiona
; …
- In:
Journal of retailing and consumer services
64
(
2022
),
pp. 1-10
Persistent link: https://www.econbiz.de/10013209476
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