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~subject:"Customer service"
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Customer service
Consumer behaviour
88
Beziehungsmarketing
82
Customer satisfaction
82
Konsumentenverhalten
82
Relationship marketing
82
Kundenzufriedenheit
72
Dienstleistungsqualität
52
Service quality
52
Services
42
Dienstleistung
38
Kundenintegration
32
Customer integration
31
Customer experience
30
Dienstleistungssektor
29
Service industry
29
Innovation
27
Service-dominant logic
26
Service-Dominant Logic
23
Dienstleistungsmarketing
22
Betriebliche Wertschöpfung
21
Services marketing
21
Sweden
21
Value creation
21
Schweden
20
Service innovation
20
Beschwerdemanagement
17
Complaint management
17
Theorie
17
Theory
17
Innovationsmanagement
15
Kundenservice
15
Dienstleistungsinnovation
14
Dienstleistungsmanagement
13
Innovation management
13
Nachhaltige Entwicklung
13
Service management
13
Sustainable development
13
Lieferantenmanagement
12
Supplier relationship management
12
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1
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13
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13
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English
15
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Edvardsson, Bo
7
Gruber, Thorsten
5
Enquist, Bo
3
Szmigin, Isabelle
3
Tronvoll, Bård
3
Abosag, Ibrahim
2
Klaus, Philipp
2
Alkire, Linda
1
Arsenovic, Jasenko
1
Ball, Joan
1
Benoit, Sabine
1
Bruce, Helen L.
1
Buoye, Alexander
1
Dzenkovska, Julija
1
Gebauer, Heiko
1
Kania, Nathalie
1
Keiningham, Timothy
1
Löfgren, Martin
1
Marshall, Roger
1
Otterbring, Tobias
1
Ou, Yi-Chun
1
Paiola, Marco
1
Reppel, Alexander
1
Reppel, Alexander E.
1
Voss, Roediger
1
Xu, Yingzi
1
Zaki, Mohamed
1
Åkesson, Maria
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The journal of services marketing
4
Journal of service management
3
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
2
International journal of services, economics and management
1
Management, organizations and society
1
Managing service quality : MSQ ; an international journal
1
Marketing letters : a journal of research in marketing
1
Routledge series in management, organization and society
1
The TQM journal : the international review of organizational improvement
1
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ECONIS (ZBW)
15
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15
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1
The case of Amazon.com : towards a conceptual framework of online customer service experience (OCSE) using the emerging consensus technique (ECT)
Klaus, Philipp
- In:
The journal of services marketing
27
(
2013
)
6
,
pp. 443-457
Persistent link: https://www.econbiz.de/10010198163
Saved in:
2
I want to believe they really care : how complaining customers want to be treated by frontline employees
Gruber, Thorsten
- In:
Journal of service management
22
(
2011
)
1
,
pp. 85-110
Persistent link: https://www.econbiz.de/10009010793
Saved in:
3
Where is customer experience (CX) research heading? : a personal commentary
Klaus, Philipp
- In:
The journal of services marketing
37
(
2023
)
6
,
pp. 700-705
Persistent link: https://www.econbiz.de/10014314392
Saved in:
4
Understanding satisfying service encounters in retail banking : a dyadic perspective
Kania, Nathalie
;
Gruber, Thorsten
- In:
International journal of services, economics and management
5
(
2013
)
3
,
pp. 222-255
Persistent link: https://www.econbiz.de/10010255101
Saved in:
5
Does culture impact preferred employee attributes in complaint-handling encounters?
Gruber, Thorsten
;
Abosag, Ibrahim
;
Reppel, Alexander
; …
- In:
Total quality management & business excellence : an …
24
(
2013
)
11
,
pp. 1301-1315
Persistent link: https://www.econbiz.de/10010208056
Saved in:
6
Analysing the preferred characteristics of frontline employees dealing with customer complaints : a cross-national Kano study
Gruber, Thorsten
;
Abosag, Ibrahim
;
Reppel, Alexander E.
; …
- In:
The TQM journal : the international review of …
23
(
2011
)
2
,
pp. 128-144
Persistent link: https://www.econbiz.de/10008938678
Saved in:
7
Developing a deeper understanding of the attributes of effective customer contact employees in personal complaint-handling encounters
Gruber, Thorsten
;
Szmigin, Isabelle
;
Voss, Roediger
- In:
The journal of services marketing
23
(
2009
)
6
,
pp. 422-435
Persistent link: https://www.econbiz.de/10009525715
Saved in:
8
Service business development in small and medium capital goods manufacturing companies
Gebauer, Heiko
;
Paiola, Marco
;
Edvardsson, Bo
- In:
Managing service quality : MSQ ; an international journal
20
(
2010
)
2
,
pp. 123-139
Persistent link: https://www.econbiz.de/10003964459
Saved in:
9
The service excellence and innovation model : lessons from IKEA and other service frontiers
Edvardsson, Bo
;
Enquist, Bo
- In:
Total quality management & business excellence : an …
22
(
2011
)
5
,
pp. 535-551
Persistent link: https://www.econbiz.de/10009243166
Saved in:
10
Customer experience from a self-service system perspective
Åkesson, Maria
;
Edvardsson, Bo
;
Tronvoll, Bård
- In:
Journal of service management
25
(
2014
)
5
,
pp. 677-698
Persistent link: https://www.econbiz.de/10010426047
Saved in:
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