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subject:"United States"
~accessRights:"restricted"
~subject:"Einzelhandel"
~subject:"Konsumentenverhalten"
~subject:"Service recovery"
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Search: subject_exact:"Kunden-Hotline"
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United States
Einzelhandel
Konsumentenverhalten
Service recovery
Customer service
884
Kundenservice
884
Dienstleistungsqualität
568
Service quality
568
Kundenzufriedenheit
468
Customer satisfaction
467
Beziehungsmarketing
445
Relationship marketing
445
Consumer behaviour
377
Beschwerdemanagement
175
Complaint management
174
Dienstleistungssektor
126
Service industry
126
Emotion
116
Arbeitsverhalten
84
Work behaviour
84
Dienstleistung
63
Retail trade
63
Online retailing
62
Online-Handel
62
Services
61
Salespeople
56
Verkaufspersonal
56
Arbeitszufriedenheit
48
Job satisfaction
48
Robot
48
Roboter
48
Service failure
46
Electronic Commerce
45
Service encounter
44
Customer integration
43
Kundenintegration
43
E-commerce
41
customer service
38
Artificial intelligence
35
Künstliche Intelligenz
35
Satisfaction
34
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Undetermined
Free
121
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Article
437
Book / Working Paper
16
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Article in journal
430
Aufsatz in Zeitschrift
430
Aufsatz im Buch
7
Book section
7
Hochschulschrift
7
Conference paper
3
Konferenzbeitrag
3
Thesis
3
Aufsatzsammlung
1
Graue Literatur
1
Konferenzschrift
1
Non-commercial literature
1
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English
445
German
8
Author
All
Gustafsson, Anders
7
Voorhees, Clay M.
5
Baker, Melissa A.
4
Barnes, Donald C.
4
Collier, Joel E.
4
Mattila, Anna S.
4
Medler-Liraz, Hana
4
Seger-Guttmann, Tali
4
Brengman, Malaika
3
Ferraro, Carla
3
Folse, Judith Anne Garretson
3
Gauquier, Laurens de
3
Ho, Ting Hin
3
Li, Yi
3
Miao, Li
3
Mortimer, Gary
3
Pelletier, Mark J.
3
Prentice, Catherine
3
Rui, Huaxia
3
Sands, Sean
3
Sharifi, Seyed Shahin
3
Shin, Hyunju
3
Tojib, Dewi
3
Tsarenko, Yelena
3
Van Vaerenbergh, Yves
3
Willems, Kim
3
Witell, Lars
3
Abney, Alexandra K.
2
Alavi, Sascha
2
Alkire, Linda
2
Anaya, Gerardo Joel
2
Beatty, Sharon E.
2
Black, William C.
2
Bolton, Ruth N.
2
Brach, Simon
2
Breazeale, Michael
2
Bruce, Helen L.
2
Burton, Jamie
2
Béal, Mathieu
2
Cai, Ruiying
2
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Institution
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Springer Fachmedien Wiesbaden
3
IGI Global
1
Published in...
All
Journal of retailing and consumer services
45
International journal of hospitality management
30
Journal of business research : JBR
30
The journal of services marketing
25
Journal of service research
11
Journal of retailing
9
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 management
6
Journal of service theory and practice : JSTP
6
SpringerLink / Bücher
6
Service business
5
The service industries journal
5
Asia Pacific journal of marketing and logistics
4
European journal of marketing
4
European journal of operational research : EJOR
4
International journal of physical distribution & logistics management : IJPD & LM
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 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
International journal of consumer studies
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
The Cornell hospitality quarterly
3
The TQM journal : the international review of organizational improvement
3
The international review of retail, distribution and consumer research
3
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
3
Tourism management : research, policies, practice
3
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ECONIS (ZBW)
453
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1
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453
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1
Service mega-disruptions : a conceptual model and research agenda
Vredenburg, Jessica
;
Kapitan, Sommer
;
Jang, Sharon
- In:
The journal of services marketing
38
(
2024
)
1
,
pp. 131-144
Persistent link: https://www.econbiz.de/10014473598
Saved in:
2
Strategies to improve customer service in delivery time slot management
Peixoto, Armando
;
Martins, Sara
;
Amorim, Pedro
; …
- In:
International transactions in operational research : a …
31
(
2024
)
2
,
pp. 692-720
Persistent link: https://www.econbiz.de/10014441120
Saved in:
3
Other customers' service failure and recovery encounters : a qualitative exploration
Gupta, Niharika
;
Verma, Harsh V.
- In:
Asia-Pacific journal of business administration
16
(
2024
)
1
,
pp. 148-169
Persistent link: https://www.econbiz.de/10014455620
Saved in:
4
The impact of intelligent customer service agents' initial response on consumers' continuous interaction intention
Cheng, Zhendong
;
Fan, Wenfang
;
Shao, Bingjia
;
Jia, Wenli
; …
- In:
Journal of retailing and consumer services
76
(
2024
),
pp. 1-14
Persistent link: https://www.econbiz.de/10014460841
Saved in:
5
Exploring the influence mechanism of chatbot-expressed humor on service satisfaction in online customer service
Xie, Yuguang
;
Liang, Changyong
;
Zhou, Peiyu
;
Jiang, Li
- In:
Journal of retailing and consumer services
76
(
2024
),
pp. 1-17
Persistent link: https://www.econbiz.de/10014460852
Saved in:
6
Influence of return convenience on young buyers' repurchase intentions
Ahmed, Waqar
;
Huma, Sehrish
;
Ali, Syed Umair
- In:
Young consumers : insight and ideas for responsible …
25
(
2024
)
2
,
pp. 149-169
Persistent link: https://www.econbiz.de/10014511533
Saved in:
7
Service robot's responses in service recovery and service evaluation : the moderating role of robots' social perception
Shan, Minghui
;
Zhu, Zhenzhong
;
Chen, Haipeng
;
Sun, Sijie
- In:
Journal of hospitality marketing & management
33
(
2024
)
2
,
pp. 145-168
Persistent link: https://www.econbiz.de/10014511796
Saved in:
8
Call it robot : anthropomorphic framing and failure of self-service technologies
Barone, Ada Maria
;
Stagno, Emanuela
;
Donato, Carmela
- In:
The journal of services marketing
38
(
2024
)
3
,
pp. 272-287
Persistent link: https://www.econbiz.de/10014515617
Saved in:
9
The other extreme of the circumplex of emotion : an investigation of consumer outrage
Bourdeau, Brian L.
;
Cronin, J. J.
;
Padgett, Daniel T.
; …
- In:
The journal of services marketing
38
(
2024
)
3
,
pp. 312-325
Persistent link: https://www.econbiz.de/10014515634
Saved in:
10
Toward a framework for perceived yuanfen in the accommodation service encounter : a grounded theory study
Tang, Xiangjie
;
Fong, Lawrence Hoc Nang
;
So, Amy Siu Ian
- In:
International journal of contemporary hospitality management
36
(
2024
)
1
,
pp. 155-181
Persistent link: https://www.econbiz.de/10014483406
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