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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:"Dienstleistungsmanagement"
~subject:"Relationship marketing"
~type_genre:"Aufsatz in Zeitschrift"
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Dienstleistungsmanagement
Relationship marketing
Customer service
15
Kundenservice
15
Dienstleistungsqualität
8
Service quality
8
Beziehungsmarketing
6
Customer satisfaction
6
Kundenzufriedenheit
6
Beschwerdemanagement
4
Complaint management
4
Human Resource Management
3
Personalmanagement
3
Service management
3
Service operations
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Case study
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Consumer behaviour
2
Großbritannien
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Human resource management
2
Konsumentenverhalten
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Modularisierung
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Modularity
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Service design
2
Services management
2
United Kingdom
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Altenhilfe
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Behavioural operations
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Bullwhip effect
1
Bullwhip-Effekt
1
Call centre
1
Call centres
1
Call routing
1
Callcenter
1
Contingency theory
1
Customer contact
1
Customer contract
1
Customer retention
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Dienstleistung
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Aufsatz in Zeitschrift
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English
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Bowen, David E.
1
Burch, Tyler C.
1
Ellway, Benjamin
1
Fan, Ying
1
Holtom, Brooks C.
1
Kumar, J. Ajith
1
Lustrato, Paola
1
Niu, Run Hong
1
Pugh, S. Douglas
1
Rudran, Raghunath
1
Silvestro, Rhian
1
Sousa, Rui
1
Subramony, Mahesh
1
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
The journal of services marketing
39
International journal of hospitality management
35
Journal of retailing and consumer services
35
Journal of business research : JBR
32
Journal of service research
17
Journal of service research : JSR
17
The service industries journal
16
International journal of contemporary hospitality management
10
Journal of service theory and practice
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
Journal of service management
7
Journal of hospitality marketing & management
6
Manufacturing & service operations management : M & SOM
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
International journal of services, economics and management
5
Journal of travel and tourism marketing
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
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
4
Journal of strategic marketing
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ECONIS (ZBW)
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1
Measurement scales for technology-generated customer contact
Rudran, Raghunath
;
Kumar, J. Ajith
- In:
International journal of operations & production …
37
(
2017
)
5
,
pp. 534-556
Persistent link: https://www.econbiz.de/10011661472
Saved in:
2
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:
3
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:
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:
6
A model of turnover-based disruption in customer services
Holtom, Brooks C.
;
Burch, Tyler C.
- In:
Human resource management review
26
(
2016
)
1
,
pp. 25-36
Persistent link: https://www.econbiz.de/10011429268
Saved in:
7
Exploring the "mid office" concept as an enabler of mass customization in services
Silvestro, Rhian
;
Lustrato, Paola
- In:
International journal of operations & production …
35
(
2015
)
6
,
pp. 866-894
Persistent link: https://www.econbiz.de/10011292962
Saved in:
8
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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