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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"
~subject:"Beschwerdemanagement"
~subject:"Dienstleistungsmanagement"
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Search: subject_exact:"After-Sales-Management"
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Beschwerdemanagement
Dienstleistungsmanagement
Customer service
15
Kundenservice
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Dienstleistungsqualität
8
Service quality
8
Beziehungsmarketing
6
Customer satisfaction
6
Kundenzufriedenheit
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Relationship marketing
6
Complaint management
4
Human Resource Management
3
Personalmanagement
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Service management
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Service operations
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Case study
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Consumer behaviour
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Großbritannien
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Human resource management
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Konsumentenverhalten
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Modularisierung
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Service design
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Services management
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United Kingdom
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Altenhilfe
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Behavioural operations
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Bullwhip effect
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Bullwhip-Effekt
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Call centre
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Call centres
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Call routing
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Callcenter
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Contingency theory
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Customer contact
1
Customer contract
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Customer retention
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Dienstleistung
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Bowen, David E.
1
Contiero, Enrico
1
Ellway, Benjamin
1
Fan, Ying
1
Karwan, Kirk R.
1
Nagy, Paul F.
1
Niu, Run Hong
1
Ponsignon, Frederic
1
Pugh, S. Douglas
1
Ramirez, Ed
1
Smart, Philip Andrew
1
Smith, Jeffery S.
1
Sousa, Rui
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Subramony, Mahesh
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Vinelli, Andrea
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Voss, Christopher A.
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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
22
International journal of hospitality management
18
The journal of services marketing
17
Journal of retailing and consumer services
12
Journal of service research : JSR
10
Journal of service theory and practice
7
Psychology & marketing
7
The service industries journal
7
International journal of contemporary hospitality management
6
Journal of retailing
6
Journal of service research
6
Services marketing quarterly
6
Ilmenauer Schriften zur Betriebswirtschaftslehre
5
International journal of quality and service sciences
5
Journal of hospitality marketing & management
5
Managing service quality : MSQ ; an international journal
5
Marketing letters : a journal of research in marketing
5
Business horizons
4
International journal of services, economics and management
4
Journal of service management
4
Journal of the Academy of Marketing Science
4
Management science : journal of the Institute for Operations Research and the Management Sciences
4
SpringerLink / Bücher
4
Gabler Edition Wissenschaft
3
International journal of business information systems : IJBIS
3
International journal of services and operations management
3
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
3
Journal of service theory and practice : JSTP
3
Management decision : MD
3
Service business
3
Asia Pacific journal of marketing and logistics
2
Asia-Pacific journal of business administration
2
Cogent business & management
2
Customer Relationship Management : neue CRM-Best-Practice-Fallstudien und -Konzepte zu Prozessen, Organisation, Mitarbeiterführung und Technologie
2
European journal of marketing
2
European journal of marketing : EJM
2
International journal of consumer studies
2
International journal of electronic commerce : IJEC
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ECONIS (ZBW)
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1
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:
2
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:
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
To tweet or not to tweet? : exploring the effectiveness of service recovery strategies using social media
Fan, Ying
;
Niu, Run Hong
- In:
International journal of operations & production …
36
(
2016
)
9
,
pp. 1014-1036
Persistent link: https://www.econbiz.de/10011566440
Saved in:
5
Contingencies and characteristics of service recovery system design : insights from retail banking
Contiero, Enrico
;
Ponsignon, Frederic
;
Smart, Philip Andrew
- In:
International journal of operations & production …
36
(
2016
)
11
,
pp. 1644-1667
Persistent link: https://www.econbiz.de/10011628821
Saved in:
6
The contingent nature of service recovery system structures
Smith, Jeffery S.
;
Nagy, Paul F.
;
Karwan, Kirk R.
; …
- In:
International journal of operations & production …
32
(
2012
)
7
,
pp. 877-903
Persistent link: https://www.econbiz.de/10009572734
Saved in:
7
The effects of service failures and recovery on customer loyalty in e-services : an empirical investigation
Sousa, Rui
;
Voss, Christopher A.
- In:
International journal of operations & production …
29
(
2009
)
8
,
pp. 834-864
Persistent link: https://www.econbiz.de/10009523754
Saved in:
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