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subject:"United States"
~accessRights:"restricted"
~isPartOf:"Journal of retailing"
~subject:"Konsumentenverhalten"
~subject:"Service recovery"
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United States
Konsumentenverhalten
Service recovery
Customer service
10
Kundenservice
10
Consumer behaviour
7
Beziehungsmarketing
5
Relationship marketing
5
Customer satisfaction
4
Dienstleistungsqualität
4
Einzelhandel
4
Kundenzufriedenheit
4
Retail trade
4
Service quality
4
Frontline employees
3
Leistungsmotivation
3
Online retailing
3
Online-Handel
3
Salespeople
3
Verkaufspersonal
3
Work motivation
3
Arbeitszufriedenheit
2
Beschwerdemanagement
2
Complaint management
2
Customer experience
2
Job satisfaction
2
Product returns
2
Affect
1
Arbeitskräfte
1
Arbeitsleistung
1
Arbeitsverhalten
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Betriebsklima
1
Brand
1
Brand management
1
Capital income
1
Channel use
1
Climate change
1
Customer delight
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Customer entitlement
1
Customer expectation
1
Customer learning
1
Customer revenge
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English
7
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Gustafsson, Anders
2
Bolton, Ruth N.
1
Breazeale, Michael J.
1
Calantone, Roger J.
1
Caruelle, Delphine
1
Chen, Lin
1
Chiang, Jeongwen
1
Dahm, Martin
1
Esmark, Carol L.
1
Freling, Ryan
1
Fumagalli, Elena
1
Herzog, Walter
1
Hult, G. Tomas M.
1
Janakiraman, Narayan
1
Lervik-Olsen, Line
1
Li, Yi
1
Noble, Stephanie M.
1
Srydal, Holly A.
1
Tarasi, Crina O.
1
Voorhees, Clay M.
1
Wentzel, Daniel
1
Wiecek, Annika
1
Witell, Lars
1
Zhang, Yufei
1
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Journal of retailing
Journal of retailing and consumer services
42
International journal of hospitality management
30
Journal of business research : JBR
30
The journal of services marketing
25
Journal of service research
12
Services marketing quarterly
8
International journal of contemporary hospitality management
7
Journal of hospitality marketing & management
7
Journal of service theory and practice
7
Journal of the Academy of Marketing Science
7
Journal of service theory and practice : JSTP
6
Service business
5
The service industries journal
5
Asia Pacific journal of marketing and logistics
4
European journal of marketing
4
International journal of consumer studies
4
International journal of quality and service sciences
4
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
4
Journal of service management
4
Journal of service research : JSR
4
Journal of travel and tourism marketing
4
Marketing letters : a journal of research in marketing
4
Psychology & marketing
4
Technological forecasting & social change : an international journal
4
Electronic markets : the international journal on networked business
3
European journal of operational research : EJOR
3
International journal of production economics
3
Journal of air transport management
3
Journal of consumer marketing
3
Journal of hospitality and tourism insights
3
Journal of marketing theory and practice
3
Management science : journal of the Institute for Operations Research and the Management Sciences
3
SpringerLink / Bücher
3
The Cornell hospitality quarterly
3
The TQM journal : the international review of organizational improvement
3
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
3
Tourism management : research, policies, practice
3
Tourism management perspectives : TMP
3
Academy of Management journal : AMJ
2
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ECONIS (ZBW)
7
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1
The clock is tickin-Or is it? : customer satisfaction response to waiting shorter vs. longer than expected during a service encounter
Caruelle, Delphine
;
Lervik-Olsen, Line
;
Gustafsson, Anders
- In:
Journal of retailing
99
(
2023
)
2
,
pp. 247-264
Persistent link: https://www.econbiz.de/10014321982
Saved in:
2
Information search and product returns across mobile and traditional online channels
Zhang, Yufei
;
Voorhees, Clay M.
;
Chen, Lin
;
Chiang, Jeongwen
- In:
Journal of retailing
98
(
2022
)
2
,
pp. 260-276
Persistent link: https://www.econbiz.de/10013364282
Saved in:
3
Managing a global retail brand in different markets : meta-analyses of customer responses to service encounters
Bolton, Ruth N.
;
Gustafsson, Anders
;
Tarasi, Crina O.
; …
- In:
Journal of retailing
98
(
2022
)
2
,
pp. 294-314
Persistent link: https://www.econbiz.de/10013364286
Saved in:
4
Spoiled rotten : how and when discontinuation of repetitive and regular delight offers increases customer desire for revenge
Li, Yi
;
Fumagalli, Elena
- In:
Journal of retailing
98
(
2022
)
3
,
pp. 412-431
Persistent link: https://www.econbiz.de/10013426728
Saved in:
5
Breathing down your neck! : the impact of queues on customers using a retail service
Dahm, Martin
;
Wentzel, Daniel
;
Herzog, Walter
;
Wiecek, …
- In:
Journal of retailing
94
(
2018
)
2
,
pp. 217-230
Persistent link: https://www.econbiz.de/10011881552
Saved in:
6
I'll be watching you : shoppers' reactions to perceptions of being watched by employees
Esmark, Carol L.
;
Noble, Stephanie M.
;
Breazeale, Michael J.
- In:
Journal of retailing
93
(
2017
)
3
,
pp. 336-349
Persistent link: https://www.econbiz.de/10011744852
Saved in:
7
The effect of return policy leniency on consumer purchase and return decisions : a meta-analytic review
Janakiraman, Narayan
;
Srydal, Holly A.
;
Freling, Ryan
- In:
Journal of retailing
92
(
2016
)
2
,
pp. 226-235
Persistent link: https://www.econbiz.de/10011505034
Saved in:
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