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~isPartOf:"Academy of Management journal : AMJ"
~isPartOf:"International journal of business and economics"
~isPartOf:"Journal of hospitality marketing & management"
~isPartOf:"Managing service quality : MSQ ; an international journal"
~subject:"Dienstleistungsmarketing"
~subject:"Emotion"
~subject:"Konsumentenverhalten"
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Search: subject_exact:"Kundendienst"
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Dienstleistungsmarketing
Emotion
Konsumentenverhalten
Customer service
51
Kundenservice
51
Customer satisfaction
30
Dienstleistungsqualität
30
Kundenzufriedenheit
30
Service quality
30
Consumer behaviour
26
Beziehungsmarketing
23
Relationship marketing
23
Beschwerdemanagement
12
Complaint management
12
customer service
5
Arbeitszufriedenheit
4
Call centre
4
Callcenter
4
Job satisfaction
4
Arbeitsverhalten
3
Australia
3
Australien
3
China
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Dienstleistungssektor
3
Einzelhandel
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Ethiopia
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Hospital
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Hotel industry
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Hotellerie
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Krankenhaus
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Perception
3
Retail trade
3
Service failure
3
Service industry
3
Service recovery
3
USA
3
United States
3
Wahrnehmung
3
Work behaviour
3
customer loyalty
3
service encounter
3
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Article
30
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Aufsatz in Zeitschrift
30
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English
30
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Shi, Junqi
2
Wang, Mo
2
Ambrose, Maureen
1
Baker, Melissa A.
1
Benoit, Sabine
1
Biernat, Monica
1
Bish, Rachael
1
Chen, Haipeng
1
Chen, Martin
1
Cheng, Yu-chi
1
Chih, Wen-hai
1
Coleman, Linda Jane
1
DiPietro, Robin B.
1
Diefendorff, James M.
1
Fan, Alei
1
Gabriel, Allison S.
1
Groth, Markus
1
Guan, Xinhua
1
Haberern, Lauren
1
Hartman, Katherine B.
1
Hennig-Thurau, Thorsten
1
Holmqvist, Jonas
1
Hsu, Li-chun
1
Hua, Nan
1
Jin, Dan
1
Johnson, Russell E.
1
Kim, Youngsun Sean
1
Koc, Erdogan
1
Ku, Hsuan-hsuan
1
Kuo, Chien-chih
1
Lanaj, Klodiana
1
Larivière, Bart
1
Li, Yexin Jessica
1
Liao, Hui
1
Lim, Weng Marc
1
Liu, Yihao
1
Lopes, Sergio Dominique
1
Lundberg, Heléne
1
Ma, Junzhao
1
Mena, Miguela
1
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Published in...
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Academy of Management journal : AMJ
International journal of business and economics
Journal of hospitality marketing & management
Managing service quality : MSQ ; an international journal
Journal of retailing and consumer services
48
International journal of hospitality management
40
The journal of services marketing
39
Journal of business research : JBR
27
International journal of contemporary hospitality management
17
Services marketing quarterly
16
Psychology & marketing
15
Journal of service research
12
Journal of service research : JSR
11
Journal of service management
10
Journal of service theory and practice
9
Journal of retailing
8
Journal of the Academy of Marketing Science
8
European journal of marketing : EJM
7
Gabler Edition Wissenschaft
7
International journal of consumer studies
7
Journal of service theory and practice : JSTP
7
Service business
7
International journal of quality and service sciences
6
Journal of air transport management
6
The service industries journal
6
Cogent business & management
5
European journal of marketing
5
Journal of consumer research : JCR ; an interdisciplinary bimonthly
5
Journal of marketing theory and practice
5
Journal of travel and tourism marketing
5
Marketing science : the marketing journal of the Institute for Operations Research and the Management Sciences
5
The Cornell hospitality quarterly
5
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
5
Business horizons
4
Ilmenauer Schriften zur Betriebswirtschaftslehre
4
Industrial marketing management : the international journal for industrial and high-tech firms
4
International journal of services and operations management
4
Journal of consumer behaviour : an international research review
4
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
4
Manufacturing & service operations management : M & SOM
4
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ECONIS (ZBW)
30
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date (oldest first)
1
Customer delight, engagement, experience, value co-creation, place identity, and revisit intention : a new conceptual framework
Shoukat, Muhammad Haroon
;
Ramkissoon, Haywantee
- In:
Journal of hospitality marketing & management
31
(
2022
)
6
,
pp. 757-775
Persistent link: https://www.econbiz.de/10013327890
Saved in:
2
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:
3
Responding to negative reviews? : the interplay of management response strategy and service failure type
Salehi-Esfahani, Saba
;
Torres, Edwin
;
Hua, Nan
- In:
Journal of hospitality marketing & management
32
(
2023
)
1
,
pp. 29-49
Persistent link: https://www.econbiz.de/10013545802
Saved in:
4
Sexual orientation identity matters : lesbian, gay, and bi-sexual customers’ perceptions of service encounters
Ro, Heejung
- In:
Journal of hospitality marketing & management
32
(
2023
)
1
,
pp. 75-94
Persistent link: https://www.econbiz.de/10013545807
Saved in:
5
The impact of customer controllability and service recovery type on customer satisfaction and consequent behavior intentions
Jin, Dan
;
DiPietro, Robin B.
;
Fan, Alei
- In:
Journal of hospitality marketing & management
29
(
2020
)
1
,
pp. 65-87
Persistent link: https://www.econbiz.de/10012256118
Saved in:
6
Emotional intelligence or artificial intelligence : an employee perspective
Prentice, Catherine
;
Lopes, Sergio Dominique
;
Wang, Xuequn
- In:
Journal of hospitality marketing & management
29
(
2020
)
4
,
pp. 377-403
Persistent link: https://www.econbiz.de/10012256141
Saved in:
7
Customers' reactions to other customer caused service failures : the effects of tie strength on customer loyalty
Kim, Youngsun Sean
;
Baker, Melissa A.
- In:
Journal of hospitality marketing & management
29
(
2020
)
6
,
pp. 682-701
Persistent link: https://www.econbiz.de/10012256164
Saved in:
8
Employee attractiveness and customers' service failure perceptions
Villi, Bilge
;
Koc, Erdogan
- In:
Journal of hospitality marketing & management
27
(
2018
)
1
,
pp. 41-60
Persistent link: https://www.econbiz.de/10011848320
Saved in:
9
A social mindfulness approach to understanding experienced customer mistreatment : a within-person field experiment
Song, Yifan
;
Liu, Yihao
;
Wang, Mo
;
Lanaj, Klodiana
; …
- In:
Academy of Management journal : AMJ
61
(
2018
)
3
,
pp. 994-1020
Persistent link: https://www.econbiz.de/10011885670
Saved in:
10
The impact of service failure and recovery on target and observing customers : a comparative study
Sharifi, Seyed Shahin
;
Palmeira, Mauricio
;
Ma, Junzhao
; …
- In:
Journal of hospitality marketing & management
26
(
2017
)
8
,
pp. 889-910
Persistent link: https://www.econbiz.de/10011784161
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