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isPartOf:"Journal of marketing management : MM"
~isPartOf:"European journal of operational research : EJOR"
~isPartOf:"Psychology & marketing"
~isPartOf:"The journal of brand management : an international journal"
~subject:"Beschwerdemanagement"
~subject:"Service quality"
~type_genre:"Aufsatz in Zeitschrift"
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Search: subject_exact:"Beziehungsmanagement"
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Beschwerdemanagement
Service quality
Beziehungsmarketing
347
Relationship marketing
347
Consumer behaviour
187
Konsumentenverhalten
187
Brand management
121
Markenführung
121
Brand image
103
Markenimage
103
Brand
84
Markenartikel
84
Customer satisfaction
59
Kundenzufriedenheit
59
Social Web
42
Social web
42
Theorie
36
Theory
36
Emotion
32
Brand loyalty
31
Dienstleistungsqualität
30
Internet marketing
27
Online-Marketing
27
Customer integration
26
Kundenintegration
26
Markentreue
26
Mathematical programming
23
Mathematische Optimierung
23
USA
21
United States
21
Marketing management
20
Marketingmanagement
20
Einzelhandel
19
Retail trade
19
Viral marketing
15
Virales Marketing
15
Confidence
14
Customer value
14
Kundenwert
14
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Article
36
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Aufsatz in Zeitschrift
Article in journal
36
Case study
1
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1
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English
36
Author
All
Buttle, Francis A.
2
Walsh, Gianfranco
2
Yi, Youjae
2
Amonini, Claudia
1
Ang, Lawrence
1
Ates, Zelal
1
Basu, Preetam
1
Becker, Marc
1
Berenguer Contrí, Gloria
1
Blaurock, Marah
1
Blut, Markus
1
Bowden, Jana
1
Braun, Jakob
1
Büttgen, Marion
1
Chen, Bintong
1
Chen, Jing
1
Chen, Xu
1
Choi, Beom Joon
1
Chow, Cheris W. C.
1
Cossío-Silva, Francisco-José
1
Crepaz, Marc-Philipp
1
Crowther, Philip
1
Cusin, Julien
1
Donlan, Leah
1
Díaz Martín, Ana María
1
El-Manstrly, Dahlia
1
Evanschitzky, Heiner
1
Fam, Kim Shyan
1
Felix, Reto
1
Fernández, Walter
1
Flacandji, Michaël
1
Gabbott, Mark
1
Garbas, Janina
1
Gelbrich, Katja
1
Gil Saura, Irene
1
Gong, Taeshik
1
Goode, Sigi
1
Groth, Markus
1
Gäthke, Jana
1
Harrison, Tina
1
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Published in...
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Journal of marketing management : MM
European journal of operational research : EJOR
Psychology & marketing
The journal of brand management : an international journal
Journal of retailing and consumer services
183
International journal of hospitality management
122
Journal of business research : JBR
116
The journal of services marketing
98
The service industries journal
80
Journal of hospitality marketing & management
57
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
57
Journal of service research : JSR
51
Services marketing quarterly
51
International journal of contemporary hospitality management
48
Journal of travel and tourism marketing
43
Service business
43
Journal of service management
39
Cogent business & management
33
The TQM journal : the international review of organizational improvement
31
Tourism management : research, policies, practice
31
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
28
The international journal of bank marketing : IJBM
27
Journal of service research
26
Journal of strategic marketing
26
Industrial marketing management : the international journal for industrial and high-tech firms
25
Journal of the Academy of Marketing Science
24
International journal of quality and service sciences
23
Asia Pacific journal of marketing and logistics
22
International journal of services and operations management
22
Managing service quality : MSQ ; an international journal
22
Journal of air transport management
21
Marketing intelligence & planning
21
Total quality management & business excellence
21
International journal of services, economics and management
20
International journal of electronic customer relationship management : IJECRM
18
International journal of productivity and quality management : IJPQM
18
Journal of marketing
18
Journal of retailing
18
International journal of quality & reliability management
17
European journal of marketing : EJM
16
Journal of relationship marketing : innovations & enhancements for customer service, relations & satisfaction
16
Journal of relationship marketing : innovations and enhancements for customer service, relations, and satisfaction
16
Journal of service theory and practice
16
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ECONIS (ZBW)
36
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1
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/10014467620
Saved in:
2
Ordinary customer experience : conceptualization, characterization, and implications
Heinonen, Kristina
;
Lipkin, Michaela
- In:
Psychology & marketing
40
(
2023
)
9
,
pp. 1720-1736
Persistent link: https://www.econbiz.de/10014338320
Saved in:
3
When and why signaling frontline employee inexperience can prove to be an asset : effects on consumer forgiveness for service failure
Flacandji, Michaël
;
Cusin, Julien
;
Lunardo, Renaud
- In:
Psychology & marketing
40
(
2023
)
12
,
pp. 2728-2742
Persistent link: https://www.econbiz.de/10014432547
Saved in:
4
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://www.econbiz.de/10014290864
Saved in:
5
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://www.econbiz.de/10014290866
Saved in:
6
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://www.econbiz.de/10013465198
Saved in:
7
The influence of frontline employee self-disclosure about products in a retail store on customer trust in the retailer in the context of service encounters
Park, Jihye
;
Yi, Youjae
- In:
Psychology & marketing
40
(
2023
)
7
,
pp. 1417-1430
Persistent link: https://www.econbiz.de/10014291940
Saved in:
8
Consumer cynicism in service failures
Tran, Hai-Anh
;
Strizhakova, Yuliya
;
Usrey, Bryan
; …
- In:
Psychology & marketing
39
(
2022
)
2
,
pp. 346-359
Persistent link: https://www.econbiz.de/10012796107
Saved in:
9
"My place is your place" : understanding how psychological ownership influences peer-to-peer service experiences
Pino, Giovanni
;
Nieto-García, Marta
;
Zhang, Carol Xiaoyue
- In:
Psychology & marketing
39
(
2022
)
2
,
pp. 390-401
Persistent link: https://www.econbiz.de/10012796112
Saved in:
10
When do consumers prefer AI-enabled customer service? : the interaction effect of brand personality and service provision type on brand attitudes and purchase intentions
Yang, Chen
;
Hu, Jing
- In:
The journal of brand management : an international journal
29
(
2022
)
2
,
pp. 167-189
Persistent link: https://www.econbiz.de/10013170552
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