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  • Search: subject_exact:"Customer service"
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Year of publication
Subject
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Customer service 2,959 Kundenservice 2,909 Beziehungsmarketing 1,084 Relationship marketing 1,084 Service quality 1,051 Dienstleistungsqualität 1,049 Customer satisfaction 936 Kundenzufriedenheit 935 Consumer behaviour 708 Konsumentenverhalten 708 Deutschland 379 Germany 373 Beschwerdemanagement 328 Complaint management 327 Theorie 292 Theory 292 Kundendienst 267 Dienstleistungssektor 252 Service industry 246 USA 194 United States 185 Dienstleistung 177 Emotion 171 customer service 141 Einzelhandel 135 Retail trade 133 Bundling strategy 128 Leistungsbündel 128 E-business 125 E-Business 124 Services 124 E-commerce 123 Online-Handel 123 Salespeople 114 Verkaufspersonal 114 Qualitätsmanagement 110 Arbeitsverhalten 109 Work behaviour 109 Lieferantenmanagement 102 Supplier relationship management 102
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Online availability
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Undetermined 877 Free 333
Type of publication
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Article 2,142 Book / Working Paper 1,121 Journal 10 Other 4
Type of publication (narrower categories)
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Article in journal 1,627 Aufsatz in Zeitschrift 1,627 Aufsatz im Buch 426 Book section 426 Hochschulschrift 249 Thesis 201 Graue Literatur 155 Non-commercial literature 155 Collection of articles of several authors 84 Sammelwerk 84 Working Paper 82 Arbeitspapier 81 Case study 72 Fallstudie 72 Bibliografie enthalten 51 Bibliography included 51 Ratgeber 48 Aufsatzsammlung 47 Guidebook 45 Konferenzschrift 28 Dissertation u.a. Prüfungsschriften 19 Lehrbuch 18 Textbook 17 Collection of articles written by one author 16 Sammlung 16 Conference proceedings 14 Handbook 11 Handbuch 11 Amtsdruckschrift 8 Conference paper 8 Government document 8 Konferenzbeitrag 8 Article 6 Accompanied by computer file 4 Elektronischer Datenträger als Beilage 4 Forschungsbericht 4 Glossar enthalten 3 Glossary included 3 Reprint 3 Company information 2
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Language
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English 2,271 German 865 Undetermined 142 French 7 Lithuanian 4 Finnish 1 Spanish 1
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Author
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Stauss, Bernd 18 Thomas, Oliver 13 Pepels, Werner 11 Mattila, Anna S. 10 Fellmann, Michael 9 Gustafsson, Anders 9 Kumar, Anuj 9 Van Vaerenbergh, Yves 9 Edvardsson, Bo 8 Hinterhuber, Hans H. 8 Sharma, Piyush 8 Walsh, Gianfranco 8 Barnes, Donald C. 7 Bliemel, Friedhelm 7 Bowen, David E. 7 Cook, Sarah 7 Fassott, Georg 7 Gouthier, Matthias 7 Helmke, Stefan 7 McColl-Kennedy, Janet R. 7 Miao, Li 7 Netessine, Serguei 7 Nüttgens, Markus 7 Schlicker, Michael 7 Sirianni, Nancy J. 7 Wirtz, Jochen 7 Zemke, Ron 7 Collier, Joel E. 6 Dangelmaier, Wilhelm 6 Dixon, Matthew 6 Ellinger, Alexander E. 6 Gelbrich, Katja 6 Gierl, Heribert 6 Gremler, Dwayne D. 6 Gruber, Thorsten 6 Luczak, Holger 6 Medler-Liraz, Hana 6 Ruyter, Ko de 6 Walter, Philipp 6 Bauer, Hans H. 5
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Institution
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Springer Fachmedien Wiesbaden 7 Books on Demand GmbH <Norderstedt> 6 Gesellschaft Entwicklung, Konstruktion, Vertrieb 5 Excellence-in-Service-Konferenz <6., 2016, Koblenz> 3 Harvard Graduate School of Business Administration 3 Institut für Technik der Betriebsführung 3 Europäische Kommission 2 Fördergesellschaft Marketing an der Universität Augsburg 2 IGI Global 2 ISM University of Management and Economics 2 Institut für Technik der Betriebsführung im Handwerk 2 International Institute of Social and Economic Sciences 2 International Union of Producers and Distributors of Electrical Energy 2 Kundendienstverband Deutschland 2 National Bureau of Economic Research 2 National Consumer Council 2 Nomos Verlagsgesellschaft 2 RWTH Aachen 2 Shaker Verlag 2 Siauliai University 2 Verband Deutscher Maschinen- und Anlagenbau / Abteilung Betriebswirtschaft 2 Verlag Dr. Kovač 2 Vivento-Customer-Services <Bonn> 2 AMACOM 1 American Management Association 1 Autohaus Buch und Formular 1 Bergische Universität Wuppertal 1 Chartered Institute of Bankers <London> 1 Chartered Institute of Marketing 1 Conference Board 1 DaimlerChrysler AG / Global Service & Parts 1 Departamento de Gestão e Economia, Universidade da Beira Interior 1 Deutsch-Französische Unternehmertage <2, 1997, Straßburg> 1 Deutscher Universitäts-Verlag GmbH 1 Deutsches Institut für Normung 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
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Published in...
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The journal of services marketing 70 Journal of retailing and consumer services 69 International journal of hospitality management 65 Journal of business research : JBR 57 SpringerLink / Bücher 37 Journal of service research : JSR 36 The service industries journal 32 Journal of service management 26 Journal of service research 24 International journal of contemporary hospitality management 21 Services marketing quarterly 20 International journal of services and operations management 19 Europäische Hochschulschriften / 5 18 Springer eBook Collection / Business and Economics 18 Gabler Edition Wissenschaft 17 Journal of retailing 17 Managing service quality : MSQ ; an international journal 17 Psychology & marketing 17 Journal of hospitality marketing & management 16 Journal of the Academy of Marketing Science 15 Journal of air transport management 14 Journal of service theory and practice : JSTP 14 Service business 14 Harvard-Business-Manager : das Wissen der Besten 13 Aftersales in der Automobilwirtschaft : Konzepte für Ihren Erfolg 12 Die Zukunft des Customer Service : Analysen, Strategien, Konzeptionen 12 Industrial marketing management : the international journal for industrial and high-tech firms 12 International journal of production economics 12 International journal of quality and service sciences 12 Tourism management : research, policies, practice 12 International journal of operations & production management : IJOPM ; the official journal of the European Operations Management Association, EUROMA 11 Journal of marketing 11 Total quality management & business excellence : an official journal of the European Society for Organisational Excellence 11 European journal of marketing : EJM 10 Hybride Wertschöpfung : mobile Anwendungssysteme für effiziente Dienstleistungsprozesse im technischen Kundendienst 10 International journal of business and economics 10 Management science : journal of the Institute for Operations Research and the Management Sciences 10 The TQM journal : the international review of organizational improvement 10 The journal of business & industrial marketing 10 Business horizons 9
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Source
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ECONIS (ZBW) 3,003 USB Cologne (EcoSocSci) 171 RePEc 67 BASE 27 EconStor 7 Other ZBW resources 2
Showing 1 - 50 of 3,277
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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://ebtypo.dmz1.zbw/10013547781
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The influence of chatbot humour on consumer evaluations of services
Shin, Hyunju; Bunosso, Isabella; Levine, Lindsay R. - In: International journal of consumer studies 47 (2023) 2, pp. 545-562
Persistent link: https://ebtypo.dmz1.zbw/10014250593
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The nexus between customer service platforms (SMS) and customer satisfaction in the retail clothing stores
Chiguvi, Douglas - In: International Journal of Research in Business and … 12 (2023) 1, pp. 14-21
Persistent link: https://ebtypo.dmz1.zbw/10014281623
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An experimental study of how missing employee empathy in failed service interactions affects empathetic customers' ewom-giving behaviour
Abend, Neele Inken; Juan Vigaray, María D. de; … - In: Administrative Sciences : open access journal 13 (2023) 5, pp. 1-19
Empathy as an influencing factor of consumer behaviour has mostly been analysed from an empathetic employee's perspective. Empirical investigations into customer empathy in the context of failed service interactions are still scarce. This study investigates customer-employee reciprocity related...
Persistent link: https://ebtypo.dmz1.zbw/10014318720
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Blame the bot : anthropomorphism and anger in customer-chatbot interactions
Crolic, Cammy; Thomaz, Felipe; Hadi, Rhonda; Stephen, … - In: Journal of marketing 86 (2022) 1, pp. 132-148
Persistent link: https://ebtypo.dmz1.zbw/10012794738
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Information needs matrix as a tool for improvement of customer service process in a manufacturing company : a case study
Ciechomski, Wiesław J.; Strojny, Szymon - In: European research studies 25 (2022) 2B, pp. 336-346
Persistent link: https://ebtypo.dmz1.zbw/10013532137
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Standardisation of logistics customer service
Ciechomski, Wiesław J.; Strojny, Szymon - In: European research studies 25 (2022) 2B, pp. 347-358
Persistent link: https://ebtypo.dmz1.zbw/10013532138
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Artificial intelligence in electronic commerce : basic chatbots and consumer journey
Nichifor, Eliza; Trifan, Adrian; Nechifor, Elena Mihaela - In: Amfiteatru economic : an economic and business research … 23 (2021) 56, pp. 87-101
This study aims to empirically cover the impact of the use of artificial intelligence through chatbots on online retail in terms of content implemented in the communication process. The presented research brings a contribution to the specialized literature by analyzing the perceived utility and...
Persistent link: https://ebtypo.dmz1.zbw/10012821256
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Continuity of care as a customer service quality indicator in health sector
Rudawska, Iga - In: European research studies 24 (2021) 2B, pp. 266-275
Persistent link: https://ebtypo.dmz1.zbw/10012664215
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Integrating technology and digital connectivity in service recovery strategis to achieve recovery satisfaction during the COVID-19 pandemic : a hybrid approach
Kayambazinthu Msosa, Steven - In: Baltic Journal of Economic Studies 7 (2021) 5, pp. 1-10
Persistent link: https://ebtypo.dmz1.zbw/10013358976
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Queueing Management for Reducing the Overlaps of Customers in Service Systems
Xu, Jin; Ko, Young Myoung; Kong, Min; Pender, Jamol - 2023
During pandemic seasons, queueing management that prevents customers in service systems from interacting with each other can be effective in reducing their risk of infection. In this paper, we aim to understand how queueing topologies and flow control policies influence customers' infection risk...
Persistent link: https://ebtypo.dmz1.zbw/10014259465
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Linking patient experience to customer delight in the private laboratory service
Widyowati, Puspa Haryani; Antonio, Ferdi; Andy, Andy - In: Administrative Sciences : open access journal 13 (2023) 3, pp. 1-26
The goal of this study was to analyse the influence of the antecedents of patient experience, namely staff appearance, laboratory staff attitude, information clarity, staff responsiveness, laboratory ambience, phlebotomy process, laboratory technology, and report results, which furtherly...
Persistent link: https://ebtypo.dmz1.zbw/10014246211
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Analysis of the effectiveness of e-customer service platforms on customer satisfaction at ABSA, Botswana
Chiguvi, Douglas - In: International Journal of Research in Business and … 12 (2023) 1, pp. 57-71
Persistent link: https://ebtypo.dmz1.zbw/10014281693
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Customer experience dimensions in last-mile delivery : an empirical study on unattended home delivery
Olsson, John; Hellström, Daniel; Vakulenko, Yulia - In: International journal of physical distribution and … 53 (2023) 2, pp. 184-205
Persistent link: https://ebtypo.dmz1.zbw/10014252353
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The customer service and building safe relationships between the enterprise and suppliers in VUCA times
Wereda, Wioletta Sylwia; Moch, Natalia; Wereda, Pawel - In: European research studies 26 (2023) 1, pp. 268-279
Persistent link: https://ebtypo.dmz1.zbw/10014252785
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The customer is often wrong : investigating the influence of customer failures and apologies on frontline service employee well-being
Robertson, Nichola; Rotman, Jeffrey; MacQuilken, Lisa; … - In: Psychology & marketing 40 (2023) 4, pp. 825-844
Persistent link: https://ebtypo.dmz1.zbw/10014290864
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How can customers cope with cognitive demands of professional services? : the role of employee coping support
Garbas, Janina; Blaurock, Marah; Büttgen, Marion - In: Psychology & marketing 40 (2023) 5, pp. 867-887
Persistent link: https://ebtypo.dmz1.zbw/10014290866
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Bank marketing and its effects on customer retention in microfinance in Yaounde, Cameroon
Mah, Tarbot Chelsea; Grimbald, Ndah - In: Business and Economic Research : BER 13 (2023) 1, pp. 57-68
Persistent link: https://ebtypo.dmz1.zbw/10014288635
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How can I help you? : design principles for task-oriented speech dialog systems in customer service
Oesterreich, Thuy Duong; Anton, Eduard; Schuir, Julian; … - In: Information systems and e-business management : ISeB 21 (2023) 1, pp. 37-79
Persistent link: https://ebtypo.dmz1.zbw/10014252189
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Providing positive individuating information to reduce stereotype-based negativity in service encounters
Smith, Nicholas A.; Martinez, Larry; Xu, Shi; … - In: The Cornell hospitality quarterly 64 (2023) 3, pp. 307-321
Persistent link: https://ebtypo.dmz1.zbw/10014312195
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Analysis of perceived determinants in customer service quality : focused on automotive air conditioning service centers
Khonglumtan, Tara; Srisattayakul, Parinya - In: Global business and finance review 28 (2023) 3, pp. 102-116
Purpose: The objective of this paper was to determine the actual needs of customers in 3 groups: passenger cars, buses, and truck refrigerators who bring their vehicles to the Service Center to be air conditioner repaired. Design/methodology/approach: We investigated at how variables including...
Persistent link: https://ebtypo.dmz1.zbw/10014304633
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Customer comfort during service robot interactions
Becker, Marc; Mahr, Dominik; Odekerken-Schröder, Gaby - In: Service business 17 (2023) 1, pp. 137-165
Persistent link: https://ebtypo.dmz1.zbw/10014282882
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Can robots recover a service using interactional justice as employees do? : a literature review-based assessment
Lajante, Mathieu; Remisch, David; Dorofeev, Nikita - In: Service business 17 (2023) 1, pp. 315-357
Persistent link: https://ebtypo.dmz1.zbw/10014282973
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Money for nothing : the impact of compensation on customers' bad-mouthing in service recovery encounters
Arsenovic, Jasenko; Edvardsson, Bo; Otterbring, Tobias; … - In: Marketing letters : a journal of research in marketing 34 (2023) 1, pp. 69-82
Persistent link: https://ebtypo.dmz1.zbw/10014265992
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Stopping the spread : how blame attributions drive customer-to-customer misbehavior contagion and what frontline employees can do to curb it
Danatzis, Ilias; Möller-Herm, Jana - In: Journal of service research 26 (2023) 3, pp. 459-475
Persistent link: https://ebtypo.dmz1.zbw/10014326009
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Key drivers of brand trust in a Latin American airline : the impact of Colombia's Avianca customer experience
Ribamar Siqueira, Jose <Jr.>; Bendixen, Michael; … - In: Journal of marketing analytics : JMA 11 (2023) 2, pp. 186-201
Persistent link: https://ebtypo.dmz1.zbw/10014326749
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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://ebtypo.dmz1.zbw/10014326641
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A bibliometric analysis of publications on customer service chatbots
Mariciuc, Dragoș Florentin - In: Management dynamics in the knowledge economy 11 (2023) 1/39, pp. 48-62
Persistent link: https://ebtypo.dmz1.zbw/10014266003
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Breaking rules yet helpful for all : beneficial effects of pro-customer rule breaking on employee outcomes
Kim, Su Kyung; Zhan, Yujie - In: Journal of organizational behavior : OB ; the internat. … 44 (2023) 5, pp. 739-759
Persistent link: https://ebtypo.dmz1.zbw/10014337143
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An experimental study of how missing employee empathy in failed service interactions affects empathetic customers' ewom-giving behaviour
Abend, Neele Inken; de Juan Vigaray, María D.; … - In: Administrative Sciences 13 (2023) 5, pp. 1-19
Empathy as an influencing factor of consumer behaviour has mostly been analysed from an empathetic employee's perspective. Empirical investigations into customer empathy in the context of failed service interactions are still scarce. This study investigates customer-employee reciprocity related...
Persistent link: https://ebtypo.dmz1.zbw/10014333267
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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://ebtypo.dmz1.zbw/10014359949
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Customized Product Return Policies
Dearden, James A.; Shi, Qichao; Goldbaum, David - 2023
This paper examines product return policies in an environment in which consumers differ by the return costs they experience themselves and impose on firms. We examine how firms use information about consumer return costs to customize product return payments, prices, and whether to permit returns...
Persistent link: https://ebtypo.dmz1.zbw/10014351388
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Learning Customer Preferences from Bundle Sales Data
Chen, Ningyuan; Farajollahzadeh, Setareh; Wang, Guan - 2023
This paper studies estimation problem of customer preferences from bundle sales data. Product bundling is a common selling mechanism used in retails. To set profitable bundle selection and prices, the seller needs to learn the distribution of consumers' valuations for individual products from...
Persistent link: https://ebtypo.dmz1.zbw/10014344500
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Voice-based AI in call center customer service : a natural field experiment
Wang, Lingli; Huang, Ni; Hong, Yili; Liu, Luning; Guo, … - In: Production and operations management : the flagship … 32 (2023) 4, pp. 1002-1018
Persistent link: https://ebtypo.dmz1.zbw/10014266223
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Sports services : motivations and attitudes in the practice of physical activity and sports in Spain and Colombia
Sánchez-Torres, Javier A.; Arroyo-Cañada, Francisco-Javier - In: International journal of sport management and marketing … 23 (2023) 1/2, pp. 1-20
Persistent link: https://ebtypo.dmz1.zbw/10014310872
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A study on chatbots in the Indian banking sector
Rani, Reena; Kanda, James; Chanchal - In: Contemporary studies of risks in emerging technology, (pp. 35-47). 2023
Persistent link: https://ebtypo.dmz1.zbw/10014327396
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Customer service at independent retail food chains in Kwazulu-Natal
Tlapana, Tshepo - In: Expert journal of marketing 8 (2020) 2, pp. 89-98
Persistent link: https://ebtypo.dmz1.zbw/10012613043
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Factors affecting customer behavior in telecommunication industry
Rahmoun, Mbarek - In: International Journal of Research in Business and … 9 (2020) 2, pp. 133-138
Persistent link: https://ebtypo.dmz1.zbw/10012211403
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To serve and protect : a typology of service robots and their role in physically safe services
Schepers, Jeroen; Streukens, Sandra - In: Journal of service management 33 (2022) 2, pp. 197-209
Persistent link: https://ebtypo.dmz1.zbw/10012880723
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The service triad : an empirical study of service robots, customers and frontline employees
Odekerken-Schröder, Gaby; Mennens, Kars; Steins, Mark; … - In: Journal of service management 33 (2022) 2, pp. 246-292
Persistent link: https://ebtypo.dmz1.zbw/10012880726
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Service robots, agency and embarrassing service encounters
Pitardi, Valentina; Wirtz, Jochen; Paluch, Stefanie; … - In: Journal of service management 33 (2022) 2, pp. 389-414
Persistent link: https://ebtypo.dmz1.zbw/10012880733
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Consumers' complaints : causal attribution and moral emotions in service failures
Neves, Lude Marieta Gonçalves dos Santos; Iglesias, Fabio - In: Consumer behavior review : CBR 6 (2022) 1, pp. 1-12
Persistent link: https://ebtypo.dmz1.zbw/10012886158
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A self-verification perspective on customer mistreatment and customer-directed organizational citizenship behaviors
Amarnani, Rajiv K.; Restubog, Simon Lloyd D.; Shao, Ruodan - In: Journal of organizational behavior : OB ; the internat. … 43 (2022) 5, pp. 912-931
Persistent link: https://ebtypo.dmz1.zbw/10013279623
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Where service recovery meets its paradox : implications for avoiding overcompensation
Edström, Andreas; Nylander, Beatrice; Molin, Jonas; … - In: Journal of service theory and practice 32 (2022) 7, pp. 1-13
Persistent link: https://ebtypo.dmz1.zbw/10013485922
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Causes of customers' cognitive dissonance and product return frequency : a Malaysian packaged food context
Phang Ing Grace; Pei Ling, Ricadonna; Osman, Zaiton - In: Asian journal of business and accounting : AJBA 15 (2022) 2, pp. 173-203
Persistent link: https://ebtypo.dmz1.zbw/10013531191
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Frontline employee inspiration in retailing : conceptualization, scale development, sources, and customer outcomes
Neumüller, Kathrin - 2022
Persistent link: https://ebtypo.dmz1.zbw/10013188011
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The deployment of chatbot to improve customer service in higher education institutions during COVID-19
Gonçalves, Gustavo Silva; Ribeiro, Thiago de Luca; … - In: International journal of innovation : IJI journal 10 (2022) 1, pp. 178-203
Persistent link: https://ebtypo.dmz1.zbw/10013473310
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The effect of customer experience of trust and e-service quality on customer loyalty with customer satisfaction as a research mediation variable in Tokopedia e-commerce : a study c...
Silviana, Nurfirda Sofia; Rofiaty; Puspaningrum, Astrid - In: International Journal of Research in Business and … 11 (2022) 6, pp. 600-608
Persistent link: https://ebtypo.dmz1.zbw/10013445121
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Buffer bots : the role of virtual service agents in mitigating negative effects when service fails
Sands, Sean; Campbell, Colin L.; Plangger, Kirk; Pitt, … - In: Psychology & marketing 39 (2022) 11, pp. 2039-2054
Persistent link: https://ebtypo.dmz1.zbw/10013465140
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Digital presence in service recovery : the interactive effect of customer salutations and employee photographs in email signatures
Walsh, Gianfranco; Shiu, Edward; Schaarschmidt, Mario; … - In: Psychology & marketing 39 (2022) 12, pp. 2361-2383
Persistent link: https://ebtypo.dmz1.zbw/10013465198
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