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~isPartOf:"Human resource management review"
~isPartOf:"International journal of operations & production management : IJOPM ; the official journal of the European Operations Management Association, EUROMA"
~isPartOf:"Journal of business research : JBR"
~subject:"Dienstleistungsmanagement"
~type_genre:"Aufsatz in Zeitschrift"
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Search: subject_exact:"After-Sales-Management"
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Dienstleistungsmanagement
Customer service
77
Kundenservice
77
Dienstleistungsqualität
46
Service quality
46
Customer satisfaction
42
Kundenzufriedenheit
42
Beziehungsmarketing
38
Relationship marketing
38
Consumer behaviour
28
Konsumentenverhalten
28
Beschwerdemanagement
24
Complaint management
24
Dienstleistungssektor
13
Service industry
13
Service recovery
11
Service encounter
8
Customer experience
7
Emotion
7
Salespeople
7
Service failure
7
Verkaufspersonal
7
Arbeitsverhalten
6
Customer integration
6
Kundenintegration
6
Viral marketing
6
Virales Marketing
6
Work behaviour
6
Online retailing
5
Online-Handel
5
Robot
5
Roboter
5
Service management
5
Arbeitszufriedenheit
4
E-commerce
4
Electronic Commerce
4
Großbritannien
4
Job satisfaction
4
Services
4
Social Web
4
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Aufsatz in Zeitschrift
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5
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Bone, Sterling
1
Bowen, David E.
1
Ellway, Benjamin
1
Ferraro, Carla
1
Fombelle, Paul W.
1
Gregoire, Yany
1
Gustafsson, Anders
1
Nguyen, July
1
Pugh, S. Douglas
1
Sands, Sean
1
Sousa, Rui
1
Subramony, Mahesh
1
Voorhees, Clay M.
1
Walkowiak, Travis
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Human resource management review
International journal of operations & production management : IJOPM ; the official journal of the European Operations Management Association, EUROMA
Journal of business research : JBR
International journal of hospitality management
5
Management decision : MD
3
Journal of service research : JSR
2
The journal of services marketing
2
Business process management journal
1
California management review
1
Decision sciences : DS
1
Die Betriebswirtschaft : DBW
1
Enlightening tourism : ET ; a pathmaking journal
1
Harvard business review : HBR
1
International journal of contemporary hospitality management
1
International journal of innovation management
1
International journal of managerial and financial accounting
1
International journal of quality & reliability management
1
International journal of services and operations management
1
International journal of services, economics and management
1
Journal of information & knowledge management : JIKM
1
Journal of interactive marketing : a quarterly publication from the Direct Marketing Educational Foundation
1
Journal of management : JOM
1
Journal of marketing
1
Journal of marketing theory and practice : JMTP
1
Journal of nonprofit & public sector marketing
1
Journal of retailing and consumer services
1
Journal of service management
1
Journal of strategic marketing
1
Management science : journal of the Institute for Operations Research and the Management Sciences
1
Manufacturing & service operations management : M & SOM
1
Marketing intelligence & planning
1
Operations management research : OMR ; advancing practice through theory
1
Services marketing quarterly
1
Tijdschrift voor economie en management
1
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ECONIS (ZBW)
5
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1
Similarity over difference : how congruency in customer characteristics drives service experiences
Nguyen, July
;
Ferraro, Carla
;
Sands, Sean
- In:
Journal of business research : JBR
121
(
2020
),
pp. 592-603
Persistent link: https://www.econbiz.de/10012417380
Saved in:
2
Service encounters, experiences and the customer journey : defining the field and a call to expand our lens
Voorhees, Clay M.
;
Fombelle, Paul W.
;
Gregoire, Yany
; …
- In:
Journal of business research : JBR
79
(
2017
),
pp. 269-280
Persistent link: https://www.econbiz.de/10011745316
Saved in:
3
Design vs practice : how problematic call routing and rerouting restructures the call centre service system
Ellway, Benjamin
- In:
International journal of operations & production …
36
(
2016
)
4
,
pp. 408-428
Persistent link: https://www.econbiz.de/10011565373
Saved in:
4
Taking services seriously : new directions in services management theory and research
Pugh, S. Douglas
;
Subramony, Mahesh
- In:
Human resource management review
26
(
2016
)
1
,
pp. 1-3
Persistent link: https://www.econbiz.de/10011429237
Saved in:
5
The changing role of employees in service theory and practice : an interdisciplinary view
Bowen, David E.
- In:
Human resource management review
26
(
2016
)
1
,
pp. 4-13
Persistent link: https://www.econbiz.de/10011429245
Saved in:
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