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Year of publication
Subject
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Customer service 3,198 Kundenservice 3,195 Beziehungsmarketing 1,291 Relationship marketing 1,291 Service quality 1,146 Dienstleistungsqualität 1,143 Customer satisfaction 1,033 Kundenzufriedenheit 1,027 Consumer behaviour 929 Konsumentenverhalten 928 Deutschland 379 Germany 379 Beschwerdemanagement 354 Complaint management 353 Dienstleistungssektor 333 Service industry 332 Theory 312 Theorie 311 Emotion 216 Dienstleistung 172 Online retailing 171 Online-Handel 171 Salespeople 162 Verkaufspersonal 162 Einzelhandel 160 Retail trade 157 Services marketing 157 Electronic Commerce 156 Dienstleistungsmarketing 154 Arbeitsverhalten 148 Work behaviour 148 Dienstleistungsmanagement 146 Service management 146 USA 142 United States 142 E-commerce 135 Bundling strategy 131 Leistungsbündel 131 Services 130 Robot 115
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Online availability
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Undetermined 1,049 Free 372 CC license 30
Type of publication
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Article 2,324 Book / Working Paper 949 Journal 10
Type of publication (narrower categories)
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Article in journal 1,803 Aufsatz in Zeitschrift 1,803 Aufsatz im Buch 454 Book section 454 Hochschulschrift 245 Thesis 192 Graue Literatur 164 Non-commercial literature 164 Arbeitspapier 85 Working Paper 85 Collection of articles of several authors 80 Sammelwerk 80 Case study 71 Fallstudie 71 Bibliografie enthalten 49 Bibliography included 49 Aufsatzsammlung 47 Ratgeber 44 Guidebook 42 Konferenzschrift 25 research-article 20 Lehrbuch 16 Textbook 16 Collection of articles written by one author 15 Sammlung 15 Conference proceedings 14 Handbook 11 Handbuch 11 Conference paper 10 Dissertation u.a. Prüfungsschriften 10 Konferenzbeitrag 10 Amtsdruckschrift 9 Government document 9 case-report 6 Accompanied by computer file 4 Elektronischer Datenträger als Beilage 4 Forschungsbericht 4 Mikroform 4 Company information 3 Firmeninformation 3
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Language
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English 2,448 German 827 Undetermined 15 French 5 Finnish 1 Spanish 1
Author
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Stauss, Bernd 18 Thomas, Oliver 14 Pepels, Werner 13 Mattila, Anna S. 10 McColl-Kennedy, Janet R. 10 Fellmann, Michael 9 Gustafsson, Anders 9 Kumar, Anuj 9 Söderlund, Magnus 9 Wirtz, Jochen 9 Gelbrich, Katja 8 Gouthier, Matthias 8 Hinterhuber, Hans H. 8 Nüttgens, Markus 8 Ye, Yijiao 8 Bliemel, Friedhelm 7 Bowen, David E. 7 Edvardsson, Bo 7 Fassott, Georg 7 Groth, Markus 7 Helmke, Stefan 7 Medler-Liraz, Hana 7 Netessine, Serguei 7 Paluch, Stefanie 7 Schlicker, Michael 7 Shin, Hyunju 7 Walsh, Gianfranco 7 Chi, Nai-Wen 6 Cohen, Morris A. 6 Dangelmaier, Wilhelm 6 Dixon, Matthew 6 Ellinger, Alexander E. 6 Gierl, Heribert 6 Haas, Alexander 6 Larivière, Bart 6 Luczak, Holger 6 Lyu, Yijing 6 Ruyter, Ko de 6 Seger-Guttmann, Tali 6 Subramony, Mahesh 6
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Institution
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Books on Demand GmbH <Norderstedt> 6 Springer Fachmedien Wiesbaden 6 Excellence-in-Service-Konferenz <6., 2016, Koblenz> 3 IGI Global 3 Institut für Technik der Betriebsführung 3 Verlag Dr. Kovač 3 Europäische Kommission 2 Friedrich-Schiller-Universität Jena 2 Fördergesellschaft Marketing an der Universität Augsburg 2 Harvard Graduate School of Business Administration 2 Kundendienst-Verband Deutschland 2 National Bureau of Economic Research 2 Nomos Verlagsgesellschaft 2 Rheinisch-Westfälische Technische Hochschule Aachen 2 Shaker Verlag 2 Tilburg University, Center for Economic Research 2 Vivento-Customer-Services <Bonn> 2 AMACOM 1 Bergische Universität Wuppertal 1 Confederation of Britisch Industry 1 Conference Board 1 DaimlerChrysler AG / Global Service & Parts 1 Deutsch-Französische Unternehmertage <2, 1997, Straßburg> 1 Deutscher Fachverlag 1 Deutscher Universitäts-Verlag GmbH 1 Deutschland / Bundesministerium für Verkehr, Bau- und Wohnungswesen 1 Dortmunder Energie- und Wasserversorgung GmbH 1 Droege & Comp. <Düsseldorf> 1 Duncker & Humblot 1 ESCP-EAP European School of Management 1 Eberhard Karls Universität Tübingen 1 Erasmus Research Institute of Management 1 Eric Cuvillier <Firma> 1 European Commission / Directorate-General for Communication 1 Europäische Kommission / Generaldirektion Wettbewerb 1 Europäischer Wirtschafts- und Sozialausschuss 1 Forschungsinstitut für Innovative Arbeitsgestaltung und Prävention 1 Forschungsinstitut für Rationalisierung e.V. an der RWTH Aachen 1 Forschungsstelle Automobilwirtschaft <Bamberg> 1 Forum Berufsbildung 1
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Published in...
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The journal of services marketing 78 Journal of retailing and consumer services 76 International journal of hospitality management 62 Journal of business research : JBR 61 Journal of service management 40 SpringerLink / Bücher 38 Journal of service research : JSR 34 The service industries journal 31 International journal of contemporary hospitality management 30 Journal of service research 27 Psychology & marketing 23 Journal of hospitality marketing & management 20 International journal of services and operations management 19 Services marketing quarterly 19 Gabler Edition Wissenschaft 17 International journal of production economics 17 Managing service quality : MSQ ; an international journal 17 Tourism management : research, policies, practice 17 International journal of quality and service sciences 16 Journal of retailing 16 Journal of air transport management 15 Journal of service theory and practice 15 Europäische Hochschulschriften / 5 14 Journal of service theory and practice : JSTP 14 Journal of the Academy of Marketing Science 14 Management science : journal of the Institute for Operations Research and the Management Sciences 14 Service business 14 The TQM journal : the international review of organizational improvement 14 Harvard-Business-Manager : das Wissen der Besten 13 Springer eBook Collection / Business and Economics 13 Aftersales in der Automobilwirtschaft : Konzepte für Ihren Erfolg 12 Die Zukunft des Customer Service : Analysen, Strategien, Konzeptionen 12 European journal of operational research : EJOR 12 Industrial marketing management : the international journal for industrial and high-tech firms 12 Business horizons 11 International journal of operations & production management : IJOPM ; the official journal of the European Operations Management Association, EUROMA 11 International journal of production research 11 Journal of marketing 11 European research studies 10 Hybride Wertschöpfung : mobile Anwendungssysteme für effiziente Dienstleistungsprozesse im technischen Kundendienst 10
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Source
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ECONIS (ZBW) 3,219 Other ZBW resources 31 USB Cologne (EcoSocSci) 17 RePEc 12 BASE 3 EconStor 1
Showing 1 - 50 of 3,283
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Cross-site and cross-generation knowledge transfer in high-tech after-sales service
Zijlstra, F. S.; Alblas, Alex; Langerak, Fred - In: Service science 16 (2024) 3, pp. 155-171
Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015130515
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Customer experiences with service robots in hotels : a review and research agenda
Rana, Nripendra P.; Begum, Nusaiba; Faisal, Mohd. Nishat; … - In: Journal of hospitality marketing & management 34 (2025) 2, pp. 145-174
Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015189113
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Beyond "Eat-Pray-Love" : designing transformative CX for self-discovery in extended service encounters
Zimbatu, Alexandra; Russell-Bennett, Rebekah - In: Journal of business research : JBR 186 (2025), pp. 1-13
Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015158139
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Emotional energy : when customer interactions energize service employees
Cayla, Julien; Auriacombe, Brigitte - 2025
Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015374132
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Generative AI at work
Brynjolfsson, Erik; Li, Danielle; Raymond, Lindsey - In: The quarterly journal of economics 140 (2025) 2, pp. 889-942
Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015359039
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Investigating after-sales service, customer satisfaction and word-of-mouth nexus : evidence from a branded car dealership
Sikombe, Shem - In: International journal of business forecasting and … 10 (2025) 2, pp. 199-213
Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015375506
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More than a bot? : the impact of disclosing human involvement on customer interactions with hybrid service agents
Gnewuch, Ulrich; Morana, Stefan; Hinz, Oliver; Kellner, Ralf - In: Information systems research : ISR 35 (2024) 3, pp. 936-955
Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015192713
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Can frontline employees help consumers improve their financial planning behavior? : implications from triadic analysis
Siahtiri, Vida; Weiger, Welf; Tetteh-Afi, Christian; … - In: European journal of marketing 58 (2024) 13, pp. 130-158
Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015198461
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The BORIS experience : evaluating omnichannel returns and repurchase intention
Hao, Jianliang; Richey, Robert Glenn <Jr.>; Morgan, Tyler R. - In: International journal of physical distribution and … 54 (2024) 11, pp. 44-81
Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015198510
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Co-creating customer experiences in service ecosystems : a study in a tourist destination
Monferrer Tirado, Diego; Moliner Tena, Miguel Angel; … - In: The journal of services marketing 38 (2024) 10, pp. 1-16
Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015207222
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The gloomy side of value co-creation for service employees
Terblanche, Nic S.; Babin, Barry J. - In: The journal of services marketing 38 (2024) 10, pp. 44-65
Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015207225
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The influence of employee accent on customer participation in services
Bourdin, David; Sichtmann, Christina; Davvetas, Vasileios - In: Journal of service research 27 (2024) 2, pp. 194-212
Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10014580418
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The role of customer relationship vulnerability in service recovery
Cénophat, Sadrac; Eisend, Martin; Bayón, Tomás; … - In: Journal of service research 27 (2024) 2, pp. 283-301
Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10014580442
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The faster, the better? : the impact of short delivery times on product returns in online retailing
Masuch, Simon; Landwehr, Jan Rüdiger; Flath, Christoph; … - In: Journal of retailing 100 (2024) 3, pp. 475-485
Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015065367
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Exploring the relationship between chatbots, service failure recovery and customer loyalty : a frustration–aggression perspective
Ozuem, Wilson; Ranfagni, Silvia; Willis, Michelle; … - In: Psychology & marketing 41 (2024) 10, pp. 2253-2273
Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015133743
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Why do consumers return products? : a qualitative exploration of online product return behaviour of young consumers
Das, Lipsa; Kunja, Sambashiva Rao - In: Journal of retailing and consumer services 78 (2024), pp. 1-17
Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015095054
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The paradoxes of generative AI-enabled customer service : a guide for managers
Ferraro, Carla; Demsar, Vlad; Sands, Sean; Restrepo, Mariluz - In: Business horizons 67 (2024) 5, pp. 549-559
Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015095172
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Going the extra mile, now or after a while : the impact of employee proactivity in retail service encounters on customers' shopping responses
Otterbring, Tobias; Arsenovic, Jasenko; Samuelsson, Peter; … - In: British journal of management 35 (2024) 3, pp. 1425-1448
Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015149686
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Chatbot to support the customer service process
Smutek, Tomasz; Marczuk, Marcin; Jarmuł, Michał; … - In: European research studies 27 (2024), pp. 160-168
Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10014543787
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Enhancing customer service in shopping malls with an advanced chatbot-integrated concierge device
Maj, Michał; Dmowski, Artur; Nowak, Ryszard; … - In: European research studies 27 (2024), pp. 169-178
Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10014543790
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Implementing artificial intelligence empowered financial advisory services : a literature review and critical research agenda
Zhu, Hui; Vigren, Olli; Söderberg, Inga-Lill - In: Journal of business research : JBR 174 (2024), pp. 1-18
Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10014549125
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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; … - In: Journal of retailing and consumer services 77 (2024), pp. 1-10
Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10014462371
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Serving customers through chatbots : positive and negative effects on customer experience
Ranieri, Angelo; Di Bernardo, Irene; Mele, Cristina - In: Journal of service theory and practice 34 (2024) 2, pp. 191-215
Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10014526066
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The power of AI : enhancing customer loyalty through satisfaction and efficiency
Singh, Pragya; Singh, Vandana - In: Cogent business & management 11 (2024) 1, pp. 1-14
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://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10014526490
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Service agent driven co-created caring in chat-based customer service encounters
Heinonen, Johanna; Sthapit, Erose - In: Services marketing quarterly 45 (2024) 1, pp. 1-24
Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10014513536
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Emotional arousal in customer experience : a dynamic view
Caruelle, Delphine; Shams, Poja; Gustafsson, Anders; … - In: Journal of business research : JBR 170 (2024), pp. 1-12
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Do we think and feel alike? : field evidence on developing a shared reality when dealing with service robots
Steins, Mark; Becker, Marc; Odekerken-Schröder, Gaby; … - In: Journal of business research : JBR 180 (2024), pp. 1-13
Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10014556472
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A taxonomy of administrative language in public service encounters
Eckhard, Steffen; Friedrich, Laurin; Hautli-Janisz, Annette - In: International public management journal 27 (2024) 1, pp. 60-75
Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015050893
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Artificial intelligence in service industries : customers' assessment of service production and resilient service operations
Mariani, Marcello M.; Borghi, Matteo - In: International journal of production research 62 (2024) 15, pp. 5400-5416
Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015053696
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"Doesn't really answer my question ..." : exploring customer service interactions on twitter
Lutzky, Ursula - In: International journal of business communication : IJBC … 61 (2024) 1, pp. 92-114
Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10014635467
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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 - In: International journal of hospitality management 118 (2024), pp. 1-10
Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015069325
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Ai-driven chatbots in CRM : economic and managerial implications across industries
Khneyzer, Chadi; Boustany, Zaher; Dagher, Jean - In: Administrative Sciences : open access journal 14 (2024) 8, pp. 1-16
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://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015071505
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Building trust in cybernetic payment network : insights from an emerging economy
Selim Ahmed; Ahmed, Rubina; Ashrafi, Dewan Mehrab; … - In: Journal of open innovation : technology, market, and … 10 (2024) 3, pp. 1-13
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://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015071765
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Metaperception benefits of service robots in uncomfortable service encounters
Pitardi, Valentina; Wirtz, Jochen; Paluch, Stefanie; … - In: Tourism management : research, policies, practice 105 (2024), pp. 1-14
Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015072985
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Capturing OTT users in an emerging market : insights on quality of OTT service and behavioral intentions through extended technology acceptance model
Kim, Yanghee; Oyunbold, Bodibold; Roh, Taewoo - In: Journal of retailing and consumer services 81 (2024), pp. 1-11
Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015116755
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Human employees and service robots in the service encounter and the role of attribution of theory of mind
Söderlund, Magnus - In: Journal of retailing and consumer services 81 (2024), pp. 1-12
A frequently made assumption - supported in a large number of empirical studies - is that customer satisfaction stemming from a service encounter influences the customer's subsequent word-of-mouth activities. The present study re-examines this association with respect to both human service...
Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015116830
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Implementing multi-attribute utility theory in service recovery : an operational management perspective on online retailing
Song, Yan; Xiu, Yifan; Wang, Jingyuan - In: Journal of retailing and consumer services 81 (2024), pp. 1-11
Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015116891
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"Do not be Deteriorated by service failures, Learn from them and start managing it" : conditions and mechanisms for managing online service failures
Manu C; Sreejesh, S. - In: Journal of retailing and consumer services 81 (2024), pp. 1-18
Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015123434
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Minority service providers serving majority group customers : the relations between power attribution, empathy and emotional labor
Seger-Guttmann, Tali; Amit, Karin - In: Journal of retailing and consumer services 80 (2024), pp. 1-10
Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015114720
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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 - In: International journal of economics and business … 27 (2024) 5, pp. 45-58
Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015063309
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Embracing digital companions : unveiling customer engagement with anthropomorphic AI service robots in cross-cultural context
Mehmood, Khalid; Kautish, Pradeep; Shah, Tejas R. - In: Journal of retailing and consumer services 79 (2024), pp. 1-17
Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015098491
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Impact of transformational leadership on service delivery behaviours of frontline service employees
Jauhari, Hemang; Kumar, Manish; Pandey, Jayesh - In: Journal of retailing and consumer services 79 (2024), pp. 1-15
Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015098526
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Optimizing service encounters through mascot-like robot with a politeness strategy
Zhang, Huixian; Song, Mengmeng - In: Journal of retailing and consumer services 79 (2024), pp. 1-15
Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015100919
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Eliminating customer experience pain points in complex customer journeys through smart service solutions
Holz, Heiko F.; Becker, Marc; Blut, Markus; Paluch, Stefanie - In: Psychology & marketing 41 (2024) 3, pp. 592-609
Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10014467620
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When language matters
Packard, Grant; Li, Yang; Berger, Jonah - In: Journal of consumer research : JCR ; an … 51 (2024) 3, pp. 634-653
Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015338600
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Unintended consequences of humanoid service robots : a case study of public service organizations
Wang, Yazhu Maggie; Matook, Sabine; Dennis, Alan - In: Journal of business research : JBR 174 (2024), pp. 1-15
Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10014549165
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A supply chain system involving the interaction of guarantee finance with product quality and after-sales service
Zhang, Shuhua; Shu, Jianwen; Wang, Xinyu; Zhang, Zhipeng - In: IEEE transactions on engineering management : EM ; a … 71 (2024), pp. 3414-3429
Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015406058
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The effect of service quality on customer satisfaction in an automotive after-sales service
Balinado, Justine Roy; Prasetyo, Yogi Tri; Young, … - In: Journal of open innovation : technology, market, and … 7 (2021) 2, pp. 1-12
Assessment of service quality has been widely utilized in after-sales service, especially in the automotive industry. The purpose of the study was to determine factors affecting customer satisfaction in an automotive after-sales service at Toyota Dasmarinas-Cavite Philippines by utilizing the...
Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10012507332
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Organizational factors affecting successful implementation of chatbots for customer service
Zhang, Juliana J. Y.; Følstad, Asbjørn; Bjørkli, Cato A. - In: Journal of internet commerce 22 (2023) 1, pp. 122-156
Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10013547781
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The Impact of COVID-19 on Product Returns Management in Multichannel Retail
Frei, Regina; Zhang, Danni; Bayer, Steffen; Senyo, PK; … - 2023
Purpose: The Covid-19 pandemic affected customers' shopping and returns behaviours and significantly aggravated the problem of high product returns rates and returns fraud. Measures for public health and safety resulted in retailers modifying their returns processes. This study describes the...
Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10014359949
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