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~isPartOf:"Europäische Hochschulschriften / 5"
~isPartOf:"International journal of operations & production management : IJOPM ; the official journal of the European Operations Management Association, EUROMA"
~isPartOf:"Journal of service theory and practice"
~subject:"Beziehungsmarketing"
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Beziehungsmarketing
Customer service
41
Kundenservice
41
Dienstleistungsqualität
20
Service quality
20
Relationship marketing
19
Customer satisfaction
16
Kundenzufriedenheit
16
Beschwerdemanagement
11
Complaint management
11
Consumer behaviour
10
Konsumentenverhalten
10
Theorie
10
Theory
10
Deutschland
7
Germany
7
Dienstleistung
4
Marketingmanagement
4
Service failure
4
Service recovery
4
Servicepolitik
4
Services
4
Competitive strategy
3
Internet
3
Modularisierung
3
Modularity
3
Online retailing
3
Online-Handel
3
Robot
3
Roboter
3
Service design
3
Service operations
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Wettbewerbsstrategie
3
Bibliometrics
2
Bibliometrie
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Bundling strategy
2
Call centre
2
Callcenter
2
Case study
2
Chatbots
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Ahmadi, Zahra
1
Beatty, Sharon E.
1
Blümel, Jan Hendrik
1
Chatha, Kamran Ali
1
Cui, Jinsheng
1
Di Bernardo, Irene
1
Edström, Andreas
1
Ellway, Benjamin
1
Fan, Ying
1
Fenner, Frank
1
Gillson, Stephanie T.
1
Guo, Zhaoyang
1
Holvoet, Sofie
1
Jajja, Muhammad Shakeel Sadiq
1
Klein, Nicole
1
Kumar, J. Ajith
1
Li, Yi
1
Lin, Liming
1
Lustrato, Paola
1
Mele, Cristina
1
Molin, Jonas
1
Niu, Run Hong
1
Northington, William Magnus
1
Nylander, Beatrice
1
Ranieri, Angelo
1
Rudran, Raghunath
1
Scheck, Christine
1
Schobert, Andreas
1
Shah, Syed Aamir Ali
1
Silvestro, Rhian
1
Song, Bo
1
Sousa, Rui
1
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1
Tian, Feng
1
Verleye, Katrien
1
Vivek, Shiri
1
Voss, Christopher A.
1
Wang, Chongli
1
Xie, Fang
1
Ye, Jing
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Europäische Hochschulschriften / 5
International journal of operations & production management : IJOPM ; the official journal of the European Operations Management Association, EUROMA
Journal of service theory and practice
The journal of services marketing
39
Journal of retailing and consumer services
35
Journal of business research : JBR
33
International journal of hospitality management
30
Journal of service research
17
The service industries journal
16
Journal of service research : JSR
15
SpringerLink / Bücher
12
International journal of contemporary hospitality management
10
Journal of service theory and practice : JSTP
10
Managing service quality : MSQ ; an international journal
9
Services marketing quarterly
9
International journal of business and economics
8
Journal of marketing
8
Journal of the Academy of Marketing Science
8
Service business
8
International journal of services and operations management
7
Journal of retailing
7
Gabler Edition Wissenschaft
6
Journal of hospitality marketing & management
6
Journal of service management
6
Psychology & marketing
6
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
6
European journal of marketing
5
European journal of marketing : EJM
5
European research studies
5
International journal of consumer studies
5
International journal of quality and service sciences
5
International journal of services and standards
5
Journal of travel and tourism marketing
5
Manufacturing & service operations management : M & SOM
5
Marketing : ZFP ; journal of research and management
5
The TQM journal : the international review of organizational improvement
5
Business horizons
4
Business process management journal
4
Harvard-Business-Manager : das Wissen der Besten
4
Industrial marketing management : the international journal for industrial and high-tech firms
4
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ECONIS (ZBW)
19
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1
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10
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19
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1
Serving customers through chatbots : positive and negative effects on customer experience
Ranieri, Angelo
;
Di Bernardo, Irene
;
Mele, Cristina
- In:
Journal of service theory and practice
34
(
2024
)
2
,
pp. 191-215
Persistent link: https://www.econbiz.de/10014526066
Saved in:
2
Where service recovery meets its paradox : implications for avoiding overcompensation
Edström, Andreas
;
Nylander, Beatrice
;
Molin, Jonas
; …
- In:
Journal of service theory and practice
32
(
2022
)
7
,
pp. 1-13
Persistent link: https://www.econbiz.de/10013485922
Saved in:
3
Organizational practices to co-create value with family members engaged in service journeys of their loved ones
Verleye, Katrien
;
Holvoet, Sofie
- In:
Journal of service theory and practice
34
(
2024
)
2
,
pp. 319-340
Persistent link: https://www.econbiz.de/10014526078
Saved in:
4
Personal touch in digital customer service : a conceptual framework of relational personalization for conversational AI
Blümel, Jan Hendrik
;
Zaki, Mohamed
- In:
Journal of service theory and practice
34
(
2024
)
1
,
pp. 33-65
Persistent link: https://www.econbiz.de/10014525998
Saved in:
5
Antecedents and consequences of effective customer participation : the role of customer education and service modularity
Shah, Syed Aamir Ali
;
Jajja, Muhammad Shakeel Sadiq
; …
- In:
Journal of service theory and practice
33
(
2023
)
5
,
pp. 697-720
Persistent link: https://www.econbiz.de/10014339773
Saved in:
6
FLEs' concerns with misbehaving customers in the time of COVID and beyond
Gillson, Stephanie T.
;
Beatty, Sharon E.
;
Northington, …
- In:
Journal of service theory and practice
33
(
2023
)
6
,
pp. 771-796
Persistent link: https://www.econbiz.de/10014448092
Saved in:
7
Understanding the role of customer incivility and supervisor monitoring in the relationship between customer orientation and frontline employees' emotional exhaustion
Xie, Fang
;
Zhang, Xufan
;
Ye, Jing
;
Zhou, Lulu
;
Zhang, …
- In:
Journal of service theory and practice
33
(
2023
)
6
,
pp. 797-819
Persistent link: https://www.econbiz.de/10014448096
Saved in:
8
When frontline robots emerge: the double-edged-sword effect of anticipated trust on intention to switch brands after service failure
Cui, Jinsheng
;
Zhang, Mengwei
;
Zhong, Jianan
- In:
Journal of service theory and practice
33
(
2023
)
6
,
pp. 842-872
Persistent link: https://www.econbiz.de/10014448129
Saved in:
9
Customer acceptance of service robots under different service settings
Li, Yi
;
Wang, Chongli
;
Song, Bo
- In:
Journal of service theory and practice
33
(
2023
)
1
,
pp. 46-71
Persistent link: https://www.econbiz.de/10014301940
Saved in:
10
Failure to maintain customers : antecedents and consequences of service downgrades
Lin, Liming
;
Guo, Zhaoyang
;
Zhou, Chenxi
- In:
Journal of service theory and practice
33
(
2023
)
3
,
pp. 387-411
Persistent link: https://www.econbiz.de/10014302342
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