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~isPartOf:"Australasian marketing journal"
~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:"Business process management"
~subject:"Kundenzufriedenheit"
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Search: subject:"Nachkaufmarketing"
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Business process management
Kundenzufriedenheit
Customer service
41
Kundenservice
41
Customer satisfaction
18
Dienstleistungsqualität
16
Service quality
16
Beziehungsmarketing
14
Consumer behaviour
14
Konsumentenverhalten
14
Relationship marketing
14
Beschwerdemanagement
10
Complaint management
10
Einzelhandel
8
Retail trade
8
B-to-B-Marketing
5
Business-to-business marketing
5
Dienstleistungssektor
4
Leistungsmotivation
4
Lieferantenmanagement
4
Online retailing
4
Online-Handel
4
Salespeople
4
Service industry
4
Supplier relationship management
4
Verkaufspersonal
4
Work motivation
4
Contract theory
3
Dienstleistung
3
Frontline employees
3
Lieferkette
3
Product quality
3
Product returns
3
Produktqualität
3
Services
3
Supply chain
3
Vertragstheorie
3
Aerospace industry
2
Arbeitszufriedenheit
2
Customer experience
2
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Article
19
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English
19
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Gustafsson, Anders
2
Bell, Simon J.
1
Bellos, Ioannis
1
Bolton, Ruth N.
1
Buell, Ryan W.
1
Cambra-Fierro, Jesus
1
Campbell, Dennis W.
1
Caruelle, Delphine
1
Chen, Shu-Ching
1
Cobelli, Nicola
1
Confente, Ilenia
1
Dahlén, Micael
1
Falkenreck, Christine
1
Ferguson, Graham
1
Frei, Frances X.
1
Fumagalli, Elena
1
Ganesan, Shankar
1
Gligor, David M.
1
Gremler, Dwayne D.
1
Grewal, Dhruv
1
Gwinner, Kevin P.
1
Hess, Ronald L.
1
Holmqvist, Jonas
1
Jayawardhena, Chanaka
1
Klein, Noreen M.
1
Lervik-Olsen, Line
1
Li, Yi
1
Liu, Nan
1
Lunardo, Renaud
1
MacQuilken, Lisa
1
Maxham, James G., III.
1
Megehee, Carol M.
1
Melero, Iguacel
1
Netemeyer, Richard G.
1
Quester, Pascale G.
1
Roggeveen, Anne L.
1
Russo, Ivan
1
Sesé, F. Javier
1
Shan, Wang
1
Tarasi, Crina O.
1
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Australasian marketing journal
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
47
The journal of services marketing
46
International journal of hospitality management
42
Journal of business research : JBR
34
Journal of service research : JSR
18
Journal of service research
15
The service industries journal
14
International journal of contemporary hospitality management
13
Journal of hospitality marketing & management
13
Journal of service management
11
Journal of service theory and practice
11
Services marketing quarterly
11
Service business
10
The TQM journal : the international review of organizational improvement
10
Journal of service theory and practice : JSTP
9
International journal of business and economics
8
Managing service quality : MSQ ; an international journal
8
Psychology & marketing
8
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
8
European journal of marketing
7
International journal of services and operations management
7
Journal of air transport management
7
Journal of the Academy of Marketing Science
7
European journal of marketing : EJM
6
International journal of quality and service sciences
6
International journal of services, economics and management
6
Journal of travel and tourism marketing
6
The Cornell hospitality quarterly
6
Asia Pacific journal of marketing and logistics
5
Cogent business & management
5
European research studies
5
International journal of operations & production management : IJOPM ; the official journal of the European Operations Management Association, EUROMA
5
International journal of production economics
5
International journal of productivity and quality management : IJPQM
5
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
5
Marketing letters : a journal of research in marketing
5
Tourism management perspectives : TMP
5
Benchmarking : an international journal ; BIJ
4
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ECONIS (ZBW)
19
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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
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
Managing appointment-based services in the presence of walk-in customers
Shan, Wang
;
Liu, Nan
;
Wan, Guohua
- In:
Management science : journal of the Institute for …
66
(
2020
)
2
,
pp. 667-686
Persistent link: https://www.econbiz.de/10012213219
Saved in:
8
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:
9
Applying asymmetric, case-based, forecasting modeling in service research : cultures’ consequences on customers’ service gratuities
Ferguson, Graham
;
Megehee, Carol M.
;
Woodside, Arch G.
- In:
Australasian marketing journal
26
(
2018
)
4
,
pp. 369-381
Persistent link: https://www.econbiz.de/10011965442
Saved in:
10
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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