Search Results - subject_exact:"After-sales service"

Cross-site and cross-generation knowledge transfer in high-tech after-sales service

Zijlstra, F. S.; Alblas, Alex; Langerak, Fred - 2024

Persistent link: https://ebvufind01.dmz1.zbw.eu/10015130515

Ongoing value co-creation amidst service encounter setbacks in the banking environment : a viewpoint and call to action

Van Tonder, Estelle - 2026

Persistent link: https://ebvufind01.dmz1.zbw.eu/10015592804

Minority bureaucrats' networks and career progression : evidence from the Chinese Maritime Customs Service

Hu, Yan; Maurer, Stephan - 2026

Do minorities benefit from social networks? In this paper, we study this question using the historical example of China's first modern bureaucratic organization, the Chinese Maritime Customs Service. Drawing on newly digitized personnel records from 1876-1911, we first show that the Chinese...

Persistent link: https://ebvufind01.dmz1.zbw.eu/10015656274

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Minority bureaucrats' networks and career progression : evidence from the Chinese maritime customs service

Hu, Yan; Maurer, Stephan - 2025

Book / Working Paper

Minority bureaucrats' networks and career progression : evidence from the Chinese Maritime Customs Service

Hu, Yan; Maurer, Stephan - 2025

Book / Working Paper

A refined Kano model approach to sustainable last-mile convenience services and customer satisfaction

Gyenge, Balázs; Póka, Viktor; Mészáros, Kornélia - 2026

Background: Last-mile logistics is one of the most complex and cost-intensive segments of supply chains, particularly in densely populated urban environments where rising customer expectations, sustainability requirements, and operational constraints increasingly intersect. Despite growing...

Persistent link: https://ebvufind01.dmz1.zbw.eu/10015647685

AI in service design : a new framework for hybrid human–AI service encounters

Mortati, Marzia; Freitas, Giovanna Viana Mundstock - 2026

Persistent link: https://ebvufind01.dmz1.zbw.eu/10015670798

Understanding the impact of store innovativeness on organic food purchase intention : a mediation and moderation analysis

Nguyen, Ninh; Dang-Van, Thac; Greenland, Steven; … - 2025

Persistent link: https://ebvufind01.dmz1.zbw.eu/10015547133

Beyond "Eat-Pray-Love" : designing transformative CX for self-discovery in extended service encounters

Zimbatu, Alexandra; Russell-Bennett, Rebekah - 2025

Persistent link: https://ebvufind01.dmz1.zbw.eu/10015158139

Emotional energy : when customer interactions energize service employees

Cayla, Julien; Auriacombe, Brigitte - 2025

Persistent link: https://ebvufind01.dmz1.zbw.eu/10015374132

Customer experiences with service robots in hotels : a review and research agenda

Rana, Nripendra P.; Begum, Nusaiba; Faisal, Mohd. Nishat; … - 2025

Persistent link: https://ebvufind01.dmz1.zbw.eu/10015189113

Generative AI at work

Brynjolfsson, Erik; Li, Danielle; Raymond, Lindsey - 2025

Persistent link: https://ebvufind01.dmz1.zbw.eu/10015359039

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Generative AI at work

Brynjolfsson, Erik; Li, Danielle; Raymond, Lindsey R. - 2023

Book / Working Paper

Generative AI at Work

Brynjolfsson, Erik; Li, Danielle; Raymond, Lindsey R. - 2023

Book / Working Paper

The triangular relationship in platform gig work : consumers, platform beneficence and worker vulnerability

Healy, Joshua; Pekarek, Andreas - 2025

Persistent link: https://ebvufind01.dmz1.zbw.eu/10015463275

Evaluating choice-based demand management strategies for day-to-day home delivery planning

Okazaki, Ryota; Oyama, Yuki; Imura, Naoto; Nishinari, … - 2025

Persistent link: https://ebvufind01.dmz1.zbw.eu/10015465817

Retouren im Online-Handel : Auswirkungen auf Verkehr und Abfall, mögliche Massnahmen zur Reduktion von Retouren

Kägi, Wolfram; Lobsiger, Michael; Wehrli, Damian; … - 2025

Persistent link: https://ebvufind01.dmz1.zbw.eu/10015471620

Will AI-enabled conversational agents acting as digital employees enhance employee job identity?

Wang, Wenting; Hackett, Rick D.; Archer, Norman P.; Xu, … - 2025

Persistent link: https://ebvufind01.dmz1.zbw.eu/10015432528

From cafés to clinics : consumer attitudes toward human-like and machine-like service robot failures

Merdin-Uygur, Ezgi; Ozturkcan, Selcen - 2025

Persistent link: https://ebvufind01.dmz1.zbw.eu/10015434893

The hidden keys to customers satisfaction in the booming cloud kitchen industry of Bangladesh

Rahman, Md. Azizur; Akter, Salma; Ashrafi, Taj - 2025

Este estudio explora los factores más influyentes en la satisfacción del consumidor en el próspero negocio de la cocina en la nube en Bangladesh, teniendo en cuenta las percepciones cambiantes y los avances tecnológicos. Hemos analizado cómo afectan a la satisfacción en el mercado...

Persistent link: https://ebvufind01.dmz1.zbw.eu/10015438139

The robot–human paradox : a meta-analysis of customer service by robots versus humans on customer experience

Santini, Fernando de Oliveira; Lim, Weng Marc; Sampaio, … - 2025

Persistent link: https://ebvufind01.dmz1.zbw.eu/10015456473

Striking the right balance : customising return policy leniency for managing customer online return proclivity and satisfaction

Quang Huy Duong; Zhou, Li; Meng, Meng; Le, Thuy An Dang; … - 2025

Persistent link: https://ebvufind01.dmz1.zbw.eu/10015441880

Mobile home delivery parcel lockers

Kötschau, Rico; Scherr, Ninja; Tilk, Christian; Ehmke, … - 2025

Persistent link: https://ebvufind01.dmz1.zbw.eu/10015443482

Modern customer service in selected shops : a comparative analysis

Masłowski, Dariusz; Salwin, Mariusz; Pallus-Fudali, Sandra - 2025

The growing role of technology in customer service is evident, particularly through solutions like self-service checkouts. These methods address evolving customer expectations and business needs. The aim of this study is to analyze modern in-store customer service methods and suggest...

Persistent link: https://ebvufind01.dmz1.zbw.eu/10015608110

Assessment of service quality of wholesale construction and finishing materials sales companies : case of Lithuania

Linkevič, Monika; Meidutė-Kavaliauskienė, Ieva - 2025

Customer service is one of the main factors influencing the success of a company's operations, as it directly determines customer satisfaction, loyalty and the company's image. High-quality service encourages customers to return and strengthens long-term cooperation. This article analyses...

Persistent link: https://ebvufind01.dmz1.zbw.eu/10015611281

Service robots and memorable customer experience : the influence of perceived anthropomorphism

Moliner-Tena, Miguel Ángel; Callarisa-Fiol, Luis José; … - 2025

The aim of this paper is to examine the influence of perceived anthropomorphism of service robots on the memorable customer experience (MCE) and the mediating role of HRI satisfaction. Two research questions and five hypotheses are proposed. An experiment has been designed in a natural...

Persistent link: https://ebvufind01.dmz1.zbw.eu/10015614118

Building trust in sustainable brands : revisiting perceived value, satisfaction, customer service, and brand image

Monfort, Abel; López, Belén; Sebastián-Morillas, Ana - 2025

This study revisits the key variables that build brand trust in consumers, addressing a critical issue for building lasting relationships between brands and consumers. Through a conceptual model, we examine how perceived value, satisfaction, customer service, and brand image influence consumer...

Persistent link: https://ebvufind01.dmz1.zbw.eu/10015588368

Digital service orientation : unlocking servitization in service operations and service sales

Sklyar, Alexey; Sörhammar, David; Kowalkowski, Christian; … - 2025

Persistent link: https://ebvufind01.dmz1.zbw.eu/10015580750

Unlocking online product return behaviour : the influence of product attributes on customer interaction styles

Quang Huy Duong; Zhou, Li; Meng, Meng; Truong Van Nguyen - 2025

Persistent link: https://ebvufind01.dmz1.zbw.eu/10015580752

Unpacking the link between customer mistreatment and hotel service employees' pro-environmental behavior : the moderating influence of trait self-control

Zhou, Shuai; Yi, Ni - 2025

Persistent link: https://ebvufind01.dmz1.zbw.eu/10015607332

The role of AI-powered chatbots on improving customer experience in e-commerce : a case study of pharmaceutical organisations in Shanghai

Jing, Ziyi; Tachakorn Wongkumchai - 2025

Persistent link: https://ebvufind01.dmz1.zbw.eu/10015632914

Product returns as a reflection of intergenerational differences : a comparison of Baby Boomers, Generation X, Millennials, and Generation Z

Lysenko-Ryba, Kateryna; Reveniuk, Marharyta; Kauf, Sabina - 2025

Persistent link: https://ebvufind01.dmz1.zbw.eu/10015558331

Investigating after-sales service, customer satisfaction and word-of-mouth nexus : evidence from a branded car dealership

Sikombe, Shem - 2025

Persistent link: https://ebvufind01.dmz1.zbw.eu/10015375506

A contingency-based approach to service robot design : role of robot capabilities and personalities

Balaji, M. S.; Sharma, Priyanka; Jiang, Yangyang; … - 2024

Persistent link: https://ebvufind01.dmz1.zbw.eu/10015584341

The chatbot artificial intelligence as the alternative customer services strategic to improve the customer relationship management in real-time responses

Sofiyah, Fivi Rahmatus; Dilham, Ami; Hutagalung, Arif Qaedi - 2024

Persistent link: https://ebvufind01.dmz1.zbw.eu/10015063309

"Doesn't really answer my question ..." : exploring customer service interactions on twitter

Lutzky, Ursula - 2024

Persistent link: https://ebvufind01.dmz1.zbw.eu/10014635467

Implementing artificial intelligence empowered financial advisory services : a literature review and critical research agenda

Zhu, Hui; Vigren, Olli; Söderberg, Inga-Lill - 2024

Persistent link: https://ebvufind01.dmz1.zbw.eu/10014549125

Unintended consequences of humanoid service robots : a case study of public service organizations

Wang, Yazhu Maggie; Matook, Sabine; Dennis, Alan - 2024

Persistent link: https://ebvufind01.dmz1.zbw.eu/10014549165

The faster, the better? : the impact of short delivery times on product returns in online retailing

Masuch, Simon; Landwehr, Jan Rüdiger; Flath, Christoph; … - 2024

Persistent link: https://ebvufind01.dmz1.zbw.eu/10015065367

Are humorous frontline employees hotels' secret weapons? : investigating when and why employee sense of humor promotes service performance

Liu, Xinyu; Wu, Long-Zeng; Ye, Yijiao; Kwan, Ho Kwong - 2024

Persistent link: https://ebvufind01.dmz1.zbw.eu/10015069325

Ai-driven chatbots in CRM : economic and managerial implications across industries

Khneyzer, Chadi; Boustany, Zaher; Dagher, Jean - 2024

In the era of digitization and technical breakthroughs, artificial intelligence (AI) has progressively found its way into the field of customer relationship management (CRM), bringing benefits as well as difficulties to businesses. AI, particularly in the context of CRM, employs machine learning...

Persistent link: https://ebvufind01.dmz1.zbw.eu/10015071505

Building trust in cybernetic payment network : insights from an emerging economy

Selim Ahmed; Ahmed, Rubina; Ashrafi, Dewan Mehrab; … - 2024

This study investigates customers' trust and behavioural intentions regarding the use of cybernetic payment network services in an emerging country, focusing on perceived quality, system quality, and perceived image. Data from 324 respondents in Bangladesh were collected via a self-administered...

Persistent link: https://ebvufind01.dmz1.zbw.eu/10015071765

Metaperception benefits of service robots in uncomfortable service encounters

Pitardi, Valentina; Wirtz, Jochen; Paluch, Stefanie; … - 2024

Persistent link: https://ebvufind01.dmz1.zbw.eu/10015072985

Optimizing service encounters through mascot-like robot with a politeness strategy

Zhang, Huixian; Song, Mengmeng - 2024

Persistent link: https://ebvufind01.dmz1.zbw.eu/10015100919

Emotional arousal in customer experience : a dynamic view

Caruelle, Delphine; Shams, Poja; Gustafsson, Anders; … - 2024

Persistent link: https://ebvufind01.dmz1.zbw.eu/10014535197

Rapport with a chatbot? : the underlying role of anthropomorphism in socio-cognitive perceptions of rapport and e-word of mouth

Fatima, Johra Kayeser; Khan, Md Irfanuzzaman; … - 2024

Persistent link: https://ebvufind01.dmz1.zbw.eu/10014462371

Eliminating customer experience pain points in complex customer journeys through smart service solutions

Holz, Heiko F.; Becker, Marc; Blut, Markus; Paluch, Stefanie - 2024

Persistent link: https://ebvufind01.dmz1.zbw.eu/10014467620

Service agent driven co-created caring in chat-based customer service encounters

Heinonen, Johanna; Sthapit, Erose - 2024

Persistent link: https://ebvufind01.dmz1.zbw.eu/10014513536

Serving customers through chatbots : positive and negative effects on customer experience

Ranieri, Angelo; Di Bernardo, Irene; Mele, Cristina - 2024

Persistent link: https://ebvufind01.dmz1.zbw.eu/10014526066

The power of AI : enhancing customer loyalty through satisfaction and efficiency

Singh, Pragya; Singh, Vandana - 2024

In the rapidly evolving landscape of customer service, integrating AI-powered solutionshas emerged as a game-changer. This study delves into the intricate dynamics of AI-Powered Customer Service and its profound impact on customer loyalty, specifically focusing on the mediating roles played by...

Persistent link: https://ebvufind01.dmz1.zbw.eu/10014526490