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~isPartOf:"Journal of service research"
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Search: subject_exact:"Technischer Kundendienst"
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Customer service
24
Kundenservice
24
Dienstleistungsqualität
17
Service quality
17
Customer satisfaction
15
Kundenzufriedenheit
15
Beziehungsmarketing
14
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Journal of service research
The journal of services marketing
75
Journal of retailing and consumer services
74
International journal of hospitality management
70
Journal of business research : JBR
57
Journal of service research : JSR
36
The service industries journal
33
Journal of service management
30
International journal of contemporary hospitality management
23
Psychology & marketing
20
Services marketing quarterly
20
International journal of services and operations management
19
Journal of hospitality marketing & management
17
Journal of retailing
17
Managing service quality : MSQ ; an international journal
17
Journal of the Academy of Marketing Science
15
Journal of air transport management
14
Journal of service theory and practice : JSTP
14
Service business
14
Journal of service theory and practice
13
Industrial marketing management : the international journal for industrial and high-tech firms
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
International journal of production economics
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
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
European journal of operational research : EJOR
9
Harvard business review : HBR
9
International journal of consumer studies
9
International journal of services, economics and management
9
Journal of travel and tourism marketing
9
Business horizons
8
International journal of quality & reliability management
8
International journal of retail & distribution management
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ECONIS (ZBW)
24
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1
Stopping the spread : how blame attributions drive customer-to-customer misbehavior contagion and what frontline employees can do to curb it
Danatzis, Ilias
;
Möller-Herm, Jana
- In:
Journal of service research
26
(
2023
)
3
,
pp. 459-475
Persistent link: https://www.econbiz.de/10014326009
Saved in:
2
A cross-national service strategy to manage product returns : e-tailers' return policies and the legitimating role of the institutional environment
Gäthke, Jana
;
Gelbrich, Katja
;
Chen, Shan
- In:
Journal of service research
25
(
2022
)
3
,
pp. 402-421
Persistent link: https://www.econbiz.de/10013395973
Saved in:
3
Do customer discounts affect frontline employees?
Troebs, Cord-Christian
;
Wagner, Tillmann
;
Herzog, Walter
- In:
Journal of service research
24
(
2021
)
3
,
pp. 390-404
Persistent link: https://www.econbiz.de/10012592945
Saved in:
4
Putting data privacy regulation into action : the differential capabilities of service frontline interfaces
Steinhoff, Lena
;
Martin, Kelly D.
- In:
Journal of service research
26
(
2023
)
3
,
pp. 330-350
Persistent link: https://www.econbiz.de/10014325992
Saved in:
5
Not my circus, not my monkeys? : frontline employee perceptions of customer deviant behaviors and service firms' guardianship policies
Fennell, Patrick B.
;
Lorenz, Melanie P.
;
Hall, Kristina …
- In:
Journal of service research
26
(
2023
)
3
,
pp. 422-440
Persistent link: https://www.econbiz.de/10014325997
Saved in:
6
It went downhill from there : the spillover effect from previous customer mistreatment on frontline employees' service delivery
Yue, Yumeng
;
Wang, Karyn L.
;
Groth, Markus
- In:
Journal of service research
25
(
2022
)
3
,
pp. 478-493
Persistent link: https://www.econbiz.de/10013395983
Saved in:
7
AI service and emotion : editorial
Bagozzi, Richard P.
;
Brady, Michael K.
;
Huang, Ming-Hui
- In:
Journal of service research
25
(
2022
)
4
,
pp. 499-504
Persistent link: https://www.econbiz.de/10013395989
Saved in:
8
Customer emotions in service robot encounters : a hybrid machine-human intelligence approach
Filieri, Raffaele
;
Lin, Zhibin
;
Li, Yulei
;
Lu, Xiaoqian
; …
- In:
Journal of service research
25
(
2022
)
4
,
pp. 614-629
Persistent link: https://www.econbiz.de/10013396024
Saved in:
9
Robotics for customer service : a useful complement or an ultimate substitute?
Xiao, Li
;
Kumar, V.
- In:
Journal of service research
24
(
2021
)
1
,
pp. 9-29
Persistent link: https://www.econbiz.de/10012426748
Saved in:
10
Replaced by a robot : service implications in the age of the machine
McLeay, Fraser
;
Osburg, Victoria Sophie
;
Yoganathan, Vignesh
- In:
Journal of service research
24
(
2021
)
1
,
pp. 104-121
Persistent link: https://www.econbiz.de/10012426765
Saved in:
11
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:
12
Bringing service interactions into focus : prevention- versus promotion-focused customers' sensitivity to employee display authenticity
Lechner, Andreas
;
Mathmann, Frank
- In:
Journal of service research
24
(
2021
)
2
,
pp. 284-300
Persistent link: https://www.econbiz.de/10012522541
Saved in:
13
Service research priorities : managing and delivering service in turbulent times
Ostrom, Amy L.
;
Field, Joy M.
;
Fotheringham, Darima
; …
- In:
Journal of service research
24
(
2021
)
3
,
pp. 329-353
Persistent link: https://www.econbiz.de/10012592938
Saved in:
14
To err is human(-oid) : how do consumers react to robot service failure and recovery?
Choi, Sungwoo
;
Mattila, Anna S.
;
Bolton, Lisa E.
- In:
Journal of service research
24
(
2021
)
3
,
pp. 354-371
Persistent link: https://www.econbiz.de/10012592941
Saved in:
15
Customer ethnic bias in service encounters
Linzmajer, Marc
;
Brach, Simon
;
Walsh, Gianfranco
; …
- In:
Journal of service research
23
(
2020
)
2
,
pp. 194-210
Persistent link: https://www.econbiz.de/10012216633
Saved in:
16
A meta-analysis of frontline employees' role behavior and the moderating effects of national culture
Schepers, Jeroen J.L.
;
Borgh, Michel van der
- In:
Journal of service research
23
(
2020
)
3
,
pp. 255-280
Persistent link: https://www.econbiz.de/10012265752
Saved in:
17
Customer participation variation and its impact on customer service performance : underlying process and boundary conditions
Mengüç, Bülent
;
Auh, Seigyoung
;
Wang, Fatima
- In:
Journal of service research
23
(
2020
)
3
,
pp. 299-320
Persistent link: https://www.econbiz.de/10012265762
Saved in:
18
Mix & match: a resource-based complaint recovery framework for tangible compensation
Stakhovych, Stanislav
;
Tamaddoni, Ali
- In:
Journal of service research
23
(
2020
)
3
,
pp. 337-352
Persistent link: https://www.econbiz.de/10012265770
Saved in:
19
When sales becomes service : the evolution of the professional selling role and an organic model of frontline ambidexterity
Hughes, Douglas E.
;
Ogilvie, Jessica L.
- In:
Journal of service research
23
(
2020
)
1
,
pp. 22-32
Persistent link: https://www.econbiz.de/10012183577
Saved in:
20
Impact of proactive postsales service and cross-selling activities on customer churn and service calls
Becker, Jan U.
;
Spann, Martin
;
Barrot, Christian
- In:
Journal of service research
23
(
2020
)
1
,
pp. 53-69
Persistent link: https://www.econbiz.de/10012183586
Saved in:
21
Emotion cycles in services : emotional contagion and emotional labor effects
Liu, Xiao-Yu
;
Chi, Nai-Wen
;
Gremler, Dwayne D.
- In:
Journal of service research
22
(
2019
)
3
,
pp. 285-300
Persistent link: https://www.econbiz.de/10012126410
Saved in:
22
The perils of service contract divestment : when and why customers seek revenge and how it can be attenuated
Haenel, Christina M.
;
Wetzel, Hauke
;
Hammerschmidt, Maik
- In:
Journal of service research
22
(
2019
)
3
,
pp. 301-322
Persistent link: https://www.econbiz.de/10012126415
Saved in:
23
The effect of compensation size on recovery satisfaction after group service failures: the role of group versus individual service recovery
Albrecht, Arne Keno
;
Schäfers, Tobias
;
Walsh, Gianfranco
; …
- In:
Journal of service research
22
(
2019
)
1
,
pp. 60-74
Persistent link: https://www.econbiz.de/10012005769
Saved in:
24
Reclaiming the future : understanding customer forgiveness of service transgressions
Tsarenko, Yelena
;
Strizhakova, Yuliya
;
Otnes, Cele
- In:
Journal of service research
22
(
2019
)
2
,
pp. 139-155
Persistent link: https://www.econbiz.de/10012007424
Saved in:
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