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Dienstleistungsqualität
51
Service quality
51
Customer satisfaction
28
Kundenzufriedenheit
28
Beziehungsmarketing
22
Relationship marketing
22
Consumer behaviour
21
Konsumentenverhalten
21
Beschwerdemanagement
15
Complaint management
15
Customer service
10
Kundenservice
10
Dienstleistungssektor
9
Service industry
9
Service failure
6
Customer integration
5
Kundenintegration
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Service recovery
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Einzelhandel
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Market research
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Marktforschung
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Retail trade
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Salespeople
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Verkaufspersonal
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Dienstleistung
3
Emotion
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Innovation
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Marketing management
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Marketing theory
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Marketingmanagement
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Marketingtheorie
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New product development
3
Produktentwicklung
3
Satisfaction
3
Services
3
Anthropomorphism
2
Arbeitszufriedenheit
2
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Grégoire, Yany
4
Bitner, Mary Jo
2
Falk, Tomas
2
Grewal, Dhruv
2
Jarvis, Cheryl Burke
2
Kumar, V.
2
Schepers, Jeroen J. L.
2
Sesé, F. Javier
2
Voorhees, Clay M.
2
Allen, Alexis M.
1
Auh, Seigyoung
1
Aurier, Philippe
1
Avramidis, Panagiotis K.
1
Backhaus, Klaus
1
Baker, Julie
1
Baker, Thomas L.
1
Bansal, Harvir S.
1
Berry, Leonard L.
1
Bhagwat, Yashoda
1
Bilstein, Nicola
1
Biswas, Dipayan
1
Blut, Markus
1
Bock, Dora
1
Bolton, Ruth N.
1
Bonifield, Carolyn
1
Borah, Sourav Bikash
1
Brady, Michael K.
1
Brocato, E. Deanne
1
Brock, Christian
1
Brown, Stephen Walter
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1
Chan, Kimmy Wa
1
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Davis-Sramek, Beth
1
Ding, Ying
1
Dong, Beibei
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Journal of the Academy of Marketing Science
International journal of hospitality management
402
Journal of retailing and consumer services
331
The service industries journal
291
Journal of business research : JBR
240
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
221
The journal of services marketing
209
Working paper / National Bureau of Economic Research, Inc.
179
NBER working paper series
176
Auditing : a journal of practice & theory
172
International journal of contemporary hospitality management
161
NBER Working Paper
160
Services marketing quarterly
140
Journal of air transport management
136
Journal of hospitality marketing & management
136
The TQM journal : the international review of organizational improvement
124
Journal of travel and tourism marketing
122
Tourism management : research, policies, practice
115
International journal of quality & reliability management
112
International journal of quality and service sciences
109
Service business
107
International journal of productivity and quality management : IJPQM
104
Journal of service research : JSR
103
International journal of services and operations management
102
Health care management review : HCM review
101
Journal of service management
94
The accounting review : a publication of the American Accounting Association
94
Cogent business & management
93
Total quality management & business excellence
90
Quality management journal : QMJ
89
Discussion paper series / IZA
88
Economics of education review
79
Managing service quality : MSQ ; an international journal
76
International journal of services, economics and management
75
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
74
Journal of health economics
73
Managerial auditing journal
67
Asia Pacific journal of marketing and logistics
62
International journal of auditing : IJA
62
Management science : journal of the Institute for Operations Research and the Management Sciences
62
The international journal of bank marketing : IJBM
58
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ECONIS (ZBW)
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1
Robots do not judge : service robots can alleviate embarrassment in service encounters
Holthöwer, Jana
;
Doorn, Jenny van
- In:
Journal of the Academy of Marketing Science
51
(
2023
)
4
,
pp. 767-784
Persistent link: https://www.econbiz.de/10014326641
Saved in:
2
Winning your customers' minds and hearts : disentangling the effects of lock-in and affective customer experience on retention
Gao, Lily
;
Haan, Evert de
;
Melero-Polo, Iguácel
; …
- In:
Journal of the Academy of Marketing Science
51
(
2023
)
2
,
pp. 334-371
Persistent link: https://www.econbiz.de/10014251177
Saved in:
3
Understanding anthropomorphism in service provision : a meta-analysis of physical robots, chatbots, and other AI
Blut, Markus
;
Wang, Cheng
;
Wünderlich, Nancy V.
; …
- In:
Journal of the Academy of Marketing Science
49
(
2021
)
4
,
pp. 632-658
Persistent link: https://www.econbiz.de/10012587368
Saved in:
4
Designing satisfying service encounters : website versus store touchpoints
Bolton, Ruth N.
;
Gustafsson, Anders
;
Tarasi, Crina O.
; …
- In:
Journal of the Academy of Marketing Science
50
(
2022
)
1
,
pp. 85-107
Persistent link: https://www.econbiz.de/10012819742
Saved in:
5
How value co-creation and co-destruction unfolds : a longitudinal perspective on dialogic engagement in health services interactions
Keeling, Debbie Isobel
;
Keeling, Kathleen
;
Ruyter, Ko de
; …
- In:
Journal of the Academy of Marketing Science
49
(
2021
)
2
,
pp. 236-257
Persistent link: https://www.econbiz.de/10012434104
Saved in:
6
Leveraging service recovery strategies to reduce customer churn in an emerging market
Borah, Sourav Bikash
;
Prakhya, Srinivas
;
Sharma, Amalesh
- In:
Journal of the Academy of Marketing Science
48
(
2020
)
5
,
pp. 848-868
Persistent link: https://www.econbiz.de/10012301271
Saved in:
7
A systematic review of brand transgression, service failure recovery and product-harm crisis : integration and guiding insights
Khamitov, Mansur
;
Grégoire, Yany
;
Suri, Anshu
- In:
Journal of the Academy of Marketing Science
48
(
2020
)
3
,
pp. 519-542
Persistent link: https://www.econbiz.de/10012290970
Saved in:
8
Employee satisfaction trajectories and their effect on customer satisfaction and repatronage intentions
Wolter, Jeremy S.
;
Bock, Dora
;
Mackey, Jeremy
;
Xu, Pei
; …
- In:
Journal of the Academy of Marketing Science
47
(
2019
)
5
,
pp. 815-836
Persistent link: https://www.econbiz.de/10012107325
Saved in:
9
Pricing hybrid bundles by understanding the drivers of willingness to pay
Meyer, Jeffrey
;
Shankar, Venkatesh
;
Berry, Leonard L.
- In:
Journal of the Academy of Marketing Science
46
(
2018
)
3
,
pp. 497-515
Persistent link: https://www.econbiz.de/10011879704
Saved in:
10
The impact of a sales team’s perceived entitativity on customer satisfaction
Wang, Chen
;
Hoegg, JoAndrea
;
Dahl, Darren W.
- In:
Journal of the Academy of Marketing Science
46
(
2018
)
2
,
pp. 190-211
Persistent link: https://www.econbiz.de/10011844768
Saved in:
11
Hey big spender! : a golden (color) atmospheric effect on tipping behavior
Lee, Na Young
;
Noble, Stephanie M.
;
Biswas, Dipayan
- In:
Journal of the Academy of Marketing Science
46
(
2018
)
2
,
pp. 317-337
Persistent link: https://www.econbiz.de/10011844815
Saved in:
12
How can firms stop customer revenge? : the effects of direct and indirect revenge on post-complaint responses
Grégoire, Yany
;
Ghadami, Fateme
;
Laporte, Sandra
; …
- In:
Journal of the Academy of Marketing Science
46
(
2018
)
6
,
pp. 1052-1071
Persistent link: https://www.econbiz.de/10011951624
Saved in:
13
Unlocking the power of marketing : understanding the links between customer mindset metrics, behavior, and profitability
Petersen, J. Andrew
;
Kumar, V.
;
Polo-Redondo, Yolanda
; …
- In:
Journal of the Academy of Marketing Science
46
(
2018
)
5
,
pp. 813-836
Persistent link: https://www.econbiz.de/10011924769
Saved in:
14
The effects of customer equity drivers on loyalty across services industries and firms
Ou, Yi-Chun
;
Verhoef, Peter C.
;
Wiesel, Thorsten
- In:
Journal of the Academy of Marketing Science
45
(
2017
)
3
,
pp. 336-356
Persistent link: https://www.econbiz.de/10011684991
Saved in:
15
The role of climate : implications for service employee engagement and customer service performance
Mengüç, Bülent
;
Auh, Seigyoung
;
Yeniaras, Volkan
; …
- In:
Journal of the Academy of Marketing Science
45
(
2017
)
3
,
pp. 428-451
Persistent link: https://www.econbiz.de/10011685008
Saved in:
16
Do loyal customers really pay more for services?
Umashankar, Nita
;
Bhagwat, Yashoda
;
Kumar, V.
- In:
Journal of the Academy of Marketing Science
45
(
2017
)
6
,
pp. 807-826
Persistent link: https://www.econbiz.de/10011779520
Saved in:
17
Consumer reliance on intangible versus tangible attributes in service evaluation : the role of construal level
Ding, Ying
;
Keh, Hean Tat
- In:
Journal of the Academy of Marketing Science
45
(
2017
)
6
,
pp. 848-865
Persistent link: https://www.econbiz.de/10011779537
Saved in:
18
Unveiling the recovery time zone of tolerance : when time matters in service recovery
Hogreve, Jens
;
Bilstein, Nicola
;
Mandl, Leonhard
- In:
Journal of the Academy of Marketing Science
45
(
2017
)
6
,
pp. 866-883
Persistent link: https://www.econbiz.de/10011779540
Saved in:
19
Customer participation in services : domain, scope, and boundaries
Dong, Beibei
;
Sivakumar, K.
- In:
Journal of the Academy of Marketing Science
45
(
2017
)
6
,
pp. 944-965
Persistent link: https://www.econbiz.de/10011779550
Saved in:
20
Frontline employees' nonverbal cues in service encounters : a double-edged sword
Lim, Elison Ai Ching
;
Lee, Yih Hwai
;
Foo, Maw Der
- In:
Journal of the Academy of Marketing Science
45
(
2017
)
5
,
pp. 657-676
Persistent link: https://www.econbiz.de/10011772291
Saved in:
21
Do customized service packages impede value capture in industrial markets?
Steiner, Michael
;
Eggert, Andreas
;
Ulaga, Wolfgang
; …
- In:
Journal of the Academy of Marketing Science
44
(
2016
)
2
,
pp. 151-165
Persistent link: https://www.econbiz.de/10011453165
Saved in:
22
Hurting or helping? The effect of service agents' workplace ostracism on customer service perceptions
Wan, Echo Wen
;
Chan, Kimmy Wa
;
Chen, Rocky Peng
- In:
Journal of the Academy of Marketing Science
44
(
2016
)
6
,
pp. 746-769
Persistent link: https://www.econbiz.de/10011614103
Saved in:
23
Frontline employees' collaboration in industrial service innovation : routes of co-creation's effects on new service performance
Santos Vijande, María Leticia
;
López Sánchez, José …
- In:
Journal of the Academy of Marketing Science
44
(
2016
)
3
,
pp. 350-375
Persistent link: https://www.econbiz.de/10011489078
Saved in:
24
Creating consumer attachment to retail service firms through sense of place
Brocato, E. Deanne
;
Baker, Julie
;
Voorhees, Clay M.
- In:
Journal of the Academy of Marketing Science
43
(
2015
)
2
,
pp. 200-220
Persistent link: https://www.econbiz.de/10010504690
Saved in:
25
Don't try harder : using customer inoculation to build resistance against service failures
Mikolon, Sven
;
Quaiser, Benjamin
;
Wieseke, Jan
- In:
Journal of the Academy of Marketing Science
43
(
2015
)
4
,
pp. 512-527
Persistent link: https://www.econbiz.de/10011306301
Saved in:
26
One firm’s loss is another’s gain : capitalizing on other firms’ service failures
Allen, Alexis M.
;
Brady, Michael K.
;
Robinson, Stacey G.
; …
- In:
Journal of the Academy of Marketing Science
43
(
2015
)
5
,
pp. 648-662
Persistent link: https://www.econbiz.de/10011340264
Saved in:
27
The dark side of customer co-creation : exploring the consequences of failed co-created services
Heidenreich, Sven
;
Wittkowski, Kristina
;
Handrich, Matthias
- In:
Journal of the Academy of Marketing Science
43
(
2015
)
3
,
pp. 279-296
Persistent link: https://www.econbiz.de/10011287133
Saved in:
28
Consumer decision to upgrade or downgrade a service membership
Marinova, Detelina
;
Singh, Jagdip
- In:
Journal of the Academy of Marketing Science
42
(
2014
)
6
,
pp. 596-618
Persistent link: https://www.econbiz.de/10010466660
Saved in:
29
Customer positivity and participation in services : an empirical test in a health care context
Gallan, Andrew S.
;
Jarvis, Cheryl Burke
;
Brown, Stephen …
- In:
Journal of the Academy of Marketing Science
41
(
2013
)
3
,
pp. 338-356
Persistent link: https://www.econbiz.de/10009747843
Saved in:
30
Don't just fix it, make it better! : using frontline service employees to improve recovery performance
Heijden, Gielis A. H. van der
;
Schepers, Jeroen J. L.
; …
- In:
Journal of the Academy of Marketing Science
41
(
2013
)
5
,
pp. 515-530
Persistent link: https://www.econbiz.de/10010126691
Saved in:
31
Understanding the co-creation effect : when does collaborating with customers provide a lift to service recovery?
Roggeveen, Anne L.
;
Tsiros, Michael
;
Grewal, Dhruv
- In:
Journal of the Academy of Marketing Science
40
(
2012
)
6
,
pp. 771-790
Persistent link: https://www.econbiz.de/10009679038
Saved in:
32
How does product program innovativeness affect customer satisfaction? : a comparison of goods and services
Stock-Homburg, Ruth
- In:
Journal of the Academy of Marketing Science
39
(
2011
)
6
,
pp. 813-827
Persistent link: https://www.econbiz.de/10010217999
Saved in:
33
The impact of customer satisfaction on CEO bonuses
O'Connell, Vincent
;
O’Sullivan, Don
- In:
Journal of the Academy of Marketing Science
39
(
2011
)
6
,
pp. 828-845
Persistent link: https://www.econbiz.de/10010218000
Saved in:
34
Multiple emotional contagions in service encounters
Du, Jiangang
;
Fan, Xiucheng
;
Feng, Tianjun
- In:
Journal of the Academy of Marketing Science
39
(
2011
)
3
,
pp. 449-466
Persistent link: https://www.econbiz.de/10009295483
Saved in:
35
Special issue: Organization theory
Ketchen Jr., David J.
(
contributor
)
-
2011
Persistent link: https://www.econbiz.de/10009297226
Saved in:
36
A meta-analysis of satisfaction with complaint handling in services
Orsingher, Chiara
;
Valentini, Sara
;
de Angelis, Matteo
- In:
Journal of the Academy of Marketing Science
38
(
2010
)
2
,
pp. 169-186
Persistent link: https://www.econbiz.de/10003980471
Saved in:
37
Frontline employee motivation to participate in service innovation implementation
Cadwallader, Susan
;
Jarvis, Cheryl Burke
;
Bitner, Mary Jo
; …
- In:
Journal of the Academy of Marketing Science
38
(
2010
)
2
,
pp. 219-239
Persistent link: https://www.econbiz.de/10003980624
Saved in:
38
Anger, frustration, and helplessness after service failure : coping strategies and effective informational support
Gelbrich, Katja
- In:
Journal of the Academy of Marketing Science
38
(
2010
)
5
,
pp. 567-585
Persistent link: https://www.econbiz.de/10008746853
Saved in:
39
Opportunistic customer claiming during service recovery
Wirtz, Jochen
;
McColl-Kennedy, Janet R.
- In:
Journal of the Academy of Marketing Science
38
(
2010
)
5
,
pp. 654-675
Persistent link: https://www.econbiz.de/10008747760
Saved in:
40
A comprehensive model of customer direct and indirect revenge : understanding the effects of perceived greed and customer power
Grégoire, Yany
;
Laufer, Daniel
;
Tripp, Thomas M.
- In:
Journal of the Academy of Marketing Science
38
(
2010
)
6
,
pp. 738-758
Persistent link: https://www.econbiz.de/10008779087
Saved in:
41
The service quality-satisfaction link revisited : exploring asymmetries and dynamics
Falk, Tomas
;
Hammerschmidt, Maik
;
Schepers, Jeroen J. L.
- In:
Journal of the Academy of Marketing Science
38
(
2010
)
3
,
pp. 288-302
Persistent link: https://www.econbiz.de/10003986335
Saved in:
42
The differing and mediating roles of trust and relationship commitment in service relationship maintenance and development
Aurier, Philippe
;
N'Goala, Gilles
- In:
Journal of the Academy of Marketing Science
38
(
2010
)
3
,
pp. 303-325
Persistent link: https://www.econbiz.de/10003986393
Saved in:
43
Corporate social responsibility : attributions, loyalty, and the mediating role of trust
Vlachos, Pavlos A.
;
Tsamakos, Argiris
;
Vrechpopoulos, …
- In:
Journal of the Academy of Marketing Science
37
(
2009
)
2
,
pp. 170-180
Persistent link: https://www.econbiz.de/10003851355
Saved in:
44
Customer-directed selling behaviors and performance : a comparison of existing perspectives
Plouffle, Christopher R.
;
Hulland, John
;
Wachner, Trent
- In:
Journal of the Academy of Marketing Science
37
(
2009
)
4
,
pp. 422-439
Persistent link: https://www.econbiz.de/10003926572
Saved in:
45
Creating commitment and loyality behaviour among retailers : what are the roles of service quality and satification?
Davis-Sramek, Beth
;
Droge, Cornelia
;
Mentzer, John T.
; …
- In:
Journal of the Academy of Marketing Science
37
(
2009
)
4
,
pp. 440-454
Persistent link: https://www.econbiz.de/10003926593
Saved in:
46
Commitment to a friend, a service provider, or a service company : are they distictions worth making?
Jones, Tim
;
Taylor, Shirley F.
;
Bansal, Harvir S.
- In:
Journal of the Academy of Marketing Science
36
(
2008
)
4
,
pp. 473-487
Persistent link: https://www.econbiz.de/10003800575
Saved in:
47
Individual differences in perceptions of service failure and recovery : the role of race and discriminatory bias
Baker, Thomas L.
;
Meyer, Tracy
;
Johnson, James D.
- In:
Journal of the Academy of Marketing Science
36
(
2008
)
4
,
pp. 552-564
Persistent link: https://www.econbiz.de/10003800598
Saved in:
48
Better him than me : social comparison theory and service recovery
Bonifield, Carolyn
;
Cole, Catherine A.
- In:
Journal of the Academy of Marketing Science
36
(
2008
)
4
,
pp. 565-577
Persistent link: https://www.econbiz.de/10003800604
Saved in:
49
Customer betrayal and retaliation : when your best customers become your worst enemies
Grégoire, Yany
;
Fisher, Robert J.
- In:
Journal of the Academy of Marketing Science
36
(
2008
)
2
,
pp. 247-261
Persistent link: https://www.econbiz.de/10003725646
Saved in:
50
SERVCON: development and validation of a multidimensional service convenience scale
Seiders, Kathleen
;
Voss, Glenn B.
;
Godfrey, Andrea L.
; …
- In:
Journal of the Academy of Marketing Science
35
(
2007
)
1
,
pp. 144-156
Persistent link: https://www.econbiz.de/10003485165
Saved in:
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