Search Results - subject_exact:"Kundendienst"

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

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

Rahman, Md Azizur; Akter, Salma; Ashrafi, Taj - In: Revista de métodos cuantitativos para la economía y … 39 (2025), pp. 1-23

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://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015438139

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; … - In: Journal of retailing and consumer services 85 (2025), pp. 1-17

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015441880

Mobile home delivery parcel lockers

Kötschau, Rico; Scherr, Ninja; Tilk, Christian; Ehmke, … - In: Transportation research : an international journal 193 (2025), pp. 1-26

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015443482

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, … - In: Journal of consumer behaviour 24 (2025) 3, pp. 1392-1404

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015456473

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

Wang, Wenting; Hackett, Rick D.; Archer, Norman P.; Xu, … - In: Information & management : the international journal of … 62 (2025) 2, pp. 1-16

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015432528

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

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

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

Merdin-Uygur, Ezgi; Ozturkcan, Selcen - In: International journal of hospitality management 131 (2025), pp. 1-4

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015434893

Emotional energy : when customer interactions energize service employees

Cayla, Julien; Auriacombe, Brigitte - In: Journal of marketing 89 (2025) 1, pp. 1-18

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015374132

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

Healy, Joshua; Pekarek, Andreas - In: New technology, work and employment 40 (2025) 2, pp. 265-284

Persistent link: https://www.econbiz.de, 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, … - In: Research in transportation economics 113 (2025), pp. 1-13

Persistent link: https://www.econbiz.de, 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; … - Schweiz / Staatssekretariat für Wirtschaft - 2025

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015471620

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

"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

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

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

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

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

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

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

"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

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

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

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

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10014535197

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

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

Chatbot to support the customer service process

Smutek, Tomasz; Marczuk, Marcin; Jarmuł, Michał; … - 2024

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10014543787

Enhancing customer service in shopping malls with an advanced chatbot-integrated concierge device

Maj, Michał; Dmowski, Artur; Nowak, Ryszard; … - 2024

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10014543790

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

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

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

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

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