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Salespeople
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Beziehungsmarketing
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frontline employees
7
Customer service
6
Kundenservice
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Journal of service research : JSR
Industrial marketing management : the international journal for industrial and high-tech firms
154
The journal of personal selling & sales management : JPSSM
152
Journal of business research : JBR
109
Journal of personal selling & sales management : JPSSM
76
The journal of business & industrial marketing
76
Journal of the Academy of Marketing Science
64
Journal of retailing and consumer services
42
Journal of marketing
37
Journal of business-to-business marketing
34
The service industries journal
29
Journal of marketing theory and practice
25
Journal of retailing
23
SpringerLink / Bücher
22
Journal of business ethics : JOBE
20
Journal of marketing education : JME
20
Journal of marketing research : JMR
19
European journal of marketing : EJM
18
The Oxford handbook of strategic sales and sales management
15
European journal of marketing
14
International journal of retail & distribution management
14
Psychology & marketing
14
Journal of marketing theory and practice : JMTP
13
Journal of service research
13
International journal of research in marketing : IJRM ; official journal of the European Marketing Academy
11
Journal of global scholars of marketing science : bridging Asia and the world ; JGSMS
11
Management science : journal of the Institute for Operations Research and the Management Sciences
11
Marketing letters : a journal of research in marketing
11
Journal of marketing channels : ... distribution systems, strategy, and management
10
Journal of strategic marketing
10
Marketing intelligence & planning
10
Harvard-Business-Manager : das Wissen der Besten
9
International journal of hospitality management
9
Journal of managerial issues : JMI
9
Sales management : a multinational perspective
9
Asia Pacific journal of marketing and logistics
8
Harvard business review : HBR
8
Journal of marketing management : MM
8
Journal of marketing research
8
Marketing science : the marketing journal of the Institute for Operations Research and the Management Sciences
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ECONIS (ZBW)
12
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1
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:
2
The emergent field of organizational frontlines
Singh, Jagdip
;
Brady, Michael
;
Arnold, Todd
;
Brown, Tom
- In:
Journal of service research : JSR
20
(
2017
)
1
,
pp. 3-11
Persistent link: https://www.econbiz.de/10011647467
Saved in:
3
The future of frontline research : invited commentaries
Rafaeli, Anat
;
Altman, Daniel
;
Gremler, Dwayne D.
; …
- In:
Journal of service research : JSR
20
(
2017
)
1
,
pp. 91-99
Persistent link: https://www.econbiz.de/10011648268
Saved in:
4
Frontline employee customer-oriented attitude in the presence of job demands and resources : the influence upon deep and surface acting
Yoo, Jaewon
;
Arnold, Todd J.
- In:
Journal of service research : JSR
19
(
2016
)
1
,
pp. 102-117
Persistent link: https://www.econbiz.de/10011433187
Saved in:
5
When frontline employee behavior backfires : distinguishing between customer gratitude and indebtedness and their impact on relational behaviors
Bock, Dora E.
;
Folse, Judith Anne Garretson
;
Black, …
- In:
Journal of service research : JSR
19
(
2016
)
3
,
pp. 322-336
Persistent link: https://www.econbiz.de/10011665447
Saved in:
6
Securing frontline employee support after an ethical scandal : the moderating impact of response strategies
Walter, Benjamin von
;
Wentzel, Daniel
;
Tomczak, Torsten
- In:
Journal of service research : JSR
19
(
2016
)
4
,
pp. 417-432
Persistent link: https://www.econbiz.de/10011606978
Saved in:
7
The complex role of complexity : how service providers can mitigate negative effects of perceived service complexity when selling professional services
Mikolon, Sven
;
Kolberg, Anika
;
Haumann, Till
;
Wieseke, Jan
- In:
Journal of service research : JSR
18
(
2015
)
4
,
pp. 513-528
Persistent link: https://www.econbiz.de/10011392292
Saved in:
8
Examining the drivers and performance implications of boundary spanner creativity
Agnihotri, Raj
;
Rapp, Adam A.
;
Andzulis, James "Mick"
; …
- In:
Journal of service research : JSR
17
(
2014
)
2
,
pp. 164-181
Persistent link: https://www.econbiz.de/10010356824
Saved in:
9
Tailoring to customers' needs : understanding how to promote an adaptive service experience with frontline employees
Wilder, Kelly M.
;
Collier, Joel E.
;
Barnes, Donald C.
- In:
Journal of service research : JSR
17
(
2014
)
4
,
pp. 446-459
Persistent link: https://www.econbiz.de/10010432160
Saved in:
10
Four positive effects of a salesperson’s regional dialect in services selling
Maier, Robert
;
Hoffmann, Stefan
- In:
Journal of service research : JSR
14
(
2011
)
4
,
pp. 460-474
Persistent link: https://www.econbiz.de/10009491358
Saved in:
11
The contingency effect of service employee personalities on service climate : getting employee perceptions aligned can reduce personality effects
Auh, Seigyoung
;
Mengüç, Bülent
;
Fisher, Michelle
; …
- In:
Journal of service research : JSR
14
(
2011
)
4
,
pp. 426-442
Persistent link: https://www.econbiz.de/10009491361
Saved in:
12
Employees' willingness to report service complaints
Luria, Gil
;
Gal, Iddo
;
Yagil, Dana
- In:
Journal of service research : JSR
12
(
2009/10
)
2
,
pp. 156-174
Persistent link: https://www.econbiz.de/10003901029
Saved in:
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