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~isPartOf:"Journal of service research"
~isPartOf:"International journal of contemporary hospitality management"
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Customer service
47
Kundenservice
47
Dienstleistungsqualität
36
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Customer satisfaction
28
Kundenzufriedenheit
28
Beziehungsmarketing
24
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24
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Journal of service research
International journal of contemporary hospitality management
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
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 service theory and practice
16
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
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
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International journal of retail & distribution management
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ECONIS (ZBW)
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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
Toward a framework for perceived yuanfen in the accommodation service encounter : a grounded theory study
Tang, Xiangjie
;
Fong, Lawrence Hoc Nang
;
So, Amy Siu Ian
- In:
International journal of contemporary hospitality management
36
(
2024
)
1
,
pp. 155-181
Persistent link: https://www.econbiz.de/10014483406
Saved in:
4
"Going the extra mile" : an integrative model of customer delight
Kim, Soyeon
;
Kim, Mi Ran
;
Choi, Laee
- In:
International journal of contemporary hospitality management
36
(
2024
)
4
,
pp. 1193-1212
Persistent link: https://www.econbiz.de/10014483819
Saved in:
5
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:
6
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:
7
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:
8
Can customer participation promote hospitality frontline employees' extra-role service behavior?
Xu, Angela J.
;
Zhu, Ting Ting
;
Loi, Raymond
;
Chow, …
- In:
International journal of contemporary hospitality management
35
(
2023
)
1
,
pp. 218-234
Persistent link: https://www.econbiz.de/10013546042
Saved in:
9
Killing the service fire : leader aggressive humour undermines hospitality employees' proactive customer service performance
Sun, Zhuanzhuan
;
He, Yanzhen
;
Liu, Xiao-Xiao
;
Ye, Yijiao
- In:
International journal of contemporary hospitality management
35
(
2023
)
3
,
pp. 933-950
Persistent link: https://www.econbiz.de/10013546094
Saved in:
10
Social CRM : linking the dots of customer service and customer loyalty during COVID-19 in the hotel industry
Afaq, Anam
;
Gaur, Loveleen
;
Singh, Gurmeet
- In:
International journal of contemporary hospitality management
35
(
2023
)
3
,
pp. 992-1009
Persistent link: https://www.econbiz.de/10013546105
Saved in:
11
How organizational justice in the hospitality industry influences proactive customer service performance through general self-efficacy
Abuelhassan Elshazly Abuelhassan
;
AlGassim, Ali
- In:
International journal of contemporary hospitality management
34
(
2022
)
7
,
pp. 2579-2596
Persistent link: https://www.econbiz.de/10013412688
Saved in:
12
From shared leadership to proactive customer service performance : a multilevel investigation
Ji, Lijian
;
Ye, Yijiao
;
Deng, Xincai
- In:
International journal of contemporary hospitality management
34
(
2022
)
11
,
pp. 3944-3961
Persistent link: https://www.econbiz.de/10013413248
Saved in:
13
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:
14
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:
15
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:
16
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:
17
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:
18
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:
19
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:
20
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:
21
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:
22
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:
23
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:
24
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:
25
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:
26
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:
27
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:
28
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:
29
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:
30
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:
31
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:
32
Developing a typology of disruptive customer behaviors : influence of customer misbehavior on service experience of by-standing customers
Gursoy, Dogan
;
Cai, Ruiying
;
Anaya, Gerardo Joel
- In:
International journal of contemporary hospitality management
29
(
2017
)
9
,
pp. 2341-2360
Persistent link: https://www.econbiz.de/10011761812
Saved in:
33
Impacts of misbehaving air passengers on frontline employees : role stress and emotional labor
Hu, Hsin-Hui
;
Hu, Hsin-Yi
;
King, Brian
- In:
International journal of contemporary hospitality management
29
(
2017
)
7
,
pp. 1793-1813
Persistent link: https://www.econbiz.de/10011776992
Saved in:
34
The impact of abusive supervision on service employees' proactive customer service performance in the hotel industry
Lyu, Yijing
;
Zhou, Xing
;
Li, Weiwen
;
Wan, Junbao
;
Zhang, Jie
- In:
International journal of contemporary hospitality management
28
(
2016
)
9
,
pp. 1992-2012
Persistent link: https://www.econbiz.de/10011624205
Saved in:
35
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:
36
Factors affecting memorability of service failures : a longitudinal analysis
Kim, Jong-Hyeong
;
Jang, Soocheong
- In:
International journal of contemporary hospitality management
28
(
2016
)
8
,
pp. 1676-1701
Persistent link: https://www.econbiz.de/10011613986
Saved in:
37
Systematic review of the elements and service standards of delightful service
Wang, Jen Chun
;
Wang, Yi-Chieh
;
Tai, Yang-Fei
- In:
International journal of contemporary hospitality management
28
(
2016
)
7
,
pp. 1310-1337
Persistent link: https://www.econbiz.de/10011596010
Saved in:
38
New aspects of research to assess and manage critical incidents in service encounters : teleological actions, interactive interface and perceptual gaps
Padin, Carmen
;
Svensson, Göran
;
Otero-Neira, Carmen
; …
- In:
International journal of contemporary hospitality management
27
(
2015
)
1
,
pp. 27-51
Persistent link: https://www.econbiz.de/10010516547
Saved in:
39
Do personal resources mediate the effect of perceived organizational support on emotional exhaustion and job outcomes?
Karatepe, Osman M.
- In:
International journal of contemporary hospitality management
27
(
2015
)
1
,
pp. 4-26
Persistent link: https://www.econbiz.de/10010516553
Saved in:
40
What may lead you to recommend and revisit a hotel after a service failure instead of complaining?
Aguilar-Rojas, Oscar
;
Fandos-Herrera, Carmina
;
Flavián …
- In:
International journal of contemporary hospitality management
27
(
2015
)
2
,
pp. 214-235
Persistent link: https://www.econbiz.de/10011300096
Saved in:
41
Quality of physical surroundings and service encounters, airfare, trust and intention during the flight : age-group difference (young, middle-aged, and mature)
Han, Heesup
;
Hwang, Jinsoo
- In:
International journal of contemporary hospitality management
27
(
2015
)
4
,
pp. 585-607
Persistent link: https://www.econbiz.de/10011326581
Saved in:
42
Understanding culture on the effectiveness of restaurant servers' check-back style
Lee, Hye Eun
;
Hwang, Joyce Hyunjoo
;
Bennett, Keri
- In:
International journal of contemporary hospitality management
27
(
2015
)
8
,
pp. 1905-1926
Persistent link: https://www.econbiz.de/10011447588
Saved in:
43
The effects of emotional labor on frontline employee creativity
Geng, Zizhen
;
Liu, Chao
;
Liu, Xinmei
;
Feng, Jie
- In:
International journal of contemporary hospitality management
26
(
2014
)
7
,
pp. 1046-1064
Persistent link: https://www.econbiz.de/10010426096
Saved in:
44
Triggers and inhibitors of illegitimate customer complaining behavior : anecdotes from frontline employees in the hospitality industry
Huang, Zhuowei
;
Zhao, Chen
;
Miao, Li
;
Fu, Xiaoxiao
- In:
International journal of contemporary hospitality management
26
(
2014
)
4
,
pp. 544-571
Persistent link: https://www.econbiz.de/10010387391
Saved in:
45
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:
46
Causal relationships between table game players’ perceptions of service quality, perceived winning, and game spending : moderating effects of demographic factors
Jeon, Sang Mi
;
Magnini, Vincent P.
;
Kim, Insin
;
Hyun, …
- In:
International journal of contemporary hospitality management
25
(
2013
)
6
,
pp. 922-944
Persistent link: https://www.econbiz.de/10010125916
Saved in:
47
Investigating the wellness tourism factors in hot spring hotel customer service
Chen, Kaung-hwa
;
Chang, Feng-hsiang
;
Wu, Chihkang
- In:
International journal of contemporary hospitality management
25
(
2013
)
7
,
pp. 1092-1114
Persistent link: https://www.econbiz.de/10010194874
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