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~accessRights:"restricted"
~isPartOf:"International journal of services and operations management"
~isPartOf:"Journal of retailing"
~isPartOf:"Management science : journal of the Institute for Operations Research and the Management Sciences"
~isPartOf:"The journal of business & industrial marketing"
~subject:"Kundenzufriedenheit"
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Search: subject:"Nachkaufmarketing"
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Kundenzufriedenheit
Customer service
21
Kundenservice
21
Consumer behaviour
12
Dienstleistungsqualität
12
Konsumentenverhalten
12
Service quality
12
Beziehungsmarketing
11
Relationship marketing
11
Customer satisfaction
9
Einzelhandel
6
Retail trade
6
Online retailing
4
Online-Handel
4
Salespeople
4
Verkaufspersonal
4
B-to-B-Marketing
3
Beschwerdemanagement
3
Business-to-business marketing
3
Complaint management
3
Dienstleistungssektor
3
Frontline employees
3
Leistungsmotivation
3
Lieferantenmanagement
3
Product returns
3
Service industry
3
Supplier relationship management
3
Work motivation
3
Arbeitszufriedenheit
2
Business process management
2
Customer experience
2
Dienstleistung
2
E-commerce
2
Electronic Commerce
2
Job satisfaction
2
Prozessmanagement
2
Services
2
Affect
1
Arbeitskräfte
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Arbeitsleistung
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English
9
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Gustafsson, Anders
2
Bellos, Ioannis
1
Bolton, Ruth N.
1
Buell, Ryan W.
1
Campbell, Dennis W.
1
Caruelle, Delphine
1
Chinchilla, Andrés
1
Cobelli, Nicola
1
Confente, Ilenia
1
Dahlén, Micael
1
Falkenreck, Christine
1
Frei, Frances X.
1
Fumagalli, Elena
1
Gligor, David M.
1
Holmqvist, Jonas
1
Lervik-Olsen, Line
1
Li, Yi
1
Lunardo, Renaud
1
Madero, Sergio
1
Russo, Ivan
1
Sepúlveda, César J.
1
Tarasi, Crina O.
1
Van Vaerenbergh, Yves
1
Wagner, Ralf
1
Witell, Lars
1
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International journal of services and operations management
Journal of retailing
Management science : journal of the Institute for Operations Research and the Management Sciences
The journal of business & industrial marketing
Journal of retailing and consumer services
43
International journal of hospitality management
33
Journal of business research : JBR
29
The journal of services marketing
29
Journal of service research
16
Journal of hospitality marketing & management
9
Journal of service theory and practice
9
Service business
8
Services marketing quarterly
8
The service industries journal
8
European journal of marketing
7
Journal of service theory and practice : JSTP
7
International journal of contemporary hospitality management
6
Journal of service management
6
Journal of service research : JSR
6
Asia Pacific journal of marketing and logistics
5
Journal of the Academy of Marketing Science
5
Journal of travel and tourism marketing
5
The TQM journal : the international review of organizational improvement
5
Tourism management perspectives : TMP
5
International journal of quality and service sciences
4
International journal of services, economics and management
4
Journal of air transport management
4
Journal of consumer marketing
4
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
4
Journal of hospitality and tourism insights
4
Marketing letters : a journal of research in marketing
4
Technological forecasting & social change : an international journal
4
The Cornell hospitality quarterly
4
Total quality management & business excellence
4
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
4
International journal of operations & production management : IJOPM ; the official journal of the European Operations Management Association, EUROMA
3
Springer eBook Collection
3
SpringerLink / Bücher
3
The international review of retail, distribution and consumer research
3
Tourism and hospitality research : the surrey quarterly review
3
Tourism management : research, policies, practice
3
Asia-Pacific journal of business administration
2
BestMasters
2
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ECONIS (ZBW)
9
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1
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9
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date (oldest first)
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
From managing customers to joint venturing with customers : co-creating service value in the digital age
Falkenreck, Christine
;
Wagner, Ralf
- In:
The journal of business & industrial marketing
37
(
2022
)
3
,
pp. 643-656
Persistent link: https://www.econbiz.de/10013165201
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
The customer may not always be right : customer compatibility and service performance
Buell, Ryan W.
;
Campbell, Dennis W.
;
Frei, Frances X.
- In:
Management science : journal of the Institute for …
67
(
2021
)
3
,
pp. 1468-1488
Persistent link: https://www.econbiz.de/10012505994
Saved in:
6
Service design for a holistic customer experience : a process framework
Bellos, Ioannis
- In:
Management science : journal of the Institute for …
67
(
2021
)
3
,
pp. 1718-1736
Persistent link: https://www.econbiz.de/10012506026
Saved in:
7
The language backfire effect : how frontline employees decrease customer satisfaction through language use
Holmqvist, Jonas
;
Van Vaerenbergh, Yves
;
Lunardo, Renaud
; …
- In:
Journal of retailing
95
(
2019
)
2
,
pp. 115-129
Persistent link: https://www.econbiz.de/10012102960
Saved in:
8
The facilitating dynamic of customer-employee satisfaction : contributions from the person-centred approach to service encounters
Chinchilla, Andrés
;
Sepúlveda, César J.
;
Madero, Sergio
- In:
International journal of services and operations management
32
(
2019
)
3
,
pp. 339-361
Persistent link: https://www.econbiz.de/10012009018
Saved in:
9
The combined effect of product returns experience and switching costs on B2B customer re-purchase intent
Russo, Ivan
;
Confente, Ilenia
;
Gligor, David M.
; …
- In:
The journal of business & industrial marketing
32
(
2017
)
5
,
pp. 664-676
Persistent link: https://www.econbiz.de/10011692481
Saved in:
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