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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"
~type_genre:"Aufsatz in Zeitschrift"
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Dienstleistungsmanagement
Customer service
15
Kundenservice
15
Dienstleistungsqualität
8
Service quality
8
Beziehungsmarketing
6
Customer satisfaction
6
Kundenzufriedenheit
6
Relationship marketing
6
Beschwerdemanagement
4
Complaint management
4
Human Resource Management
3
Personalmanagement
3
Service management
3
Service operations
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Case study
2
Consumer behaviour
2
Großbritannien
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Human resource management
2
Konsumentenverhalten
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Modularisierung
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Modularity
2
Service design
2
Services management
2
United Kingdom
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Altenhilfe
1
Behavioural operations
1
Bullwhip effect
1
Bullwhip-Effekt
1
Call centre
1
Call centres
1
Call routing
1
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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Aufsatz in Zeitschrift
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Bowen, David E.
1
Ellway, Benjamin
1
Pugh, S. Douglas
1
Subramony, Mahesh
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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
International journal of hospitality management
5
Management decision : MD
3
Journal of business research : JBR
2
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
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ECONIS (ZBW)
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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:
2
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:
3
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
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