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~isPartOf:"International journal of business and economics"
~isPartOf:"Journal of hospitality marketing & management"
~isPartOf:"Journal of service theory and practice : JSTP"
~isPartOf:"Managing service quality : MSQ ; an international journal"
~subject:"Dienstleistungsmarketing"
~subject:"Emotion"
~subject:"Konsumentenverhalten"
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Search: subject_exact:"Kundendienst"
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Dienstleistungsmarketing
Emotion
Konsumentenverhalten
Customer service
58
Kundenservice
58
Dienstleistungsqualität
39
Service quality
39
Customer satisfaction
38
Kundenzufriedenheit
38
Beziehungsmarketing
33
Relationship marketing
33
Consumer behaviour
30
Beschwerdemanagement
14
Complaint management
14
Arbeitszufriedenheit
6
Job satisfaction
6
Arbeitsverhalten
5
Dienstleistungssektor
5
Service industry
5
Service recovery
5
Work behaviour
5
customer service
5
Service failure
4
Australia
3
Australien
3
Customer delight
3
Einzelhandel
3
Ethiopia
3
Hospital
3
Hotel industry
3
Hotellerie
3
Krankenhaus
3
Retail trade
3
customer loyalty
3
service encounter
3
service failure
3
service recovery
3
Äthiopien
3
Artificial intelligence
2
Cable television
2
Call centre
2
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1
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Article
32
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Article in journal
32
Aufsatz in Zeitschrift
32
Language
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English
32
Author
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Gouthier, Matthias
2
Ludwig, Nadine L.
2
Baker, Melissa A.
1
Barnes, Donald C.
1
Benoit, Sabine
1
Bish, Rachael
1
Chen, Haipeng
1
Chen, Martin
1
Cheng, Yu-chi
1
Chih, Wen-hai
1
Coleman, Linda Jane
1
DiPietro, Robin B.
1
Fan, Alei
1
Guan, Xinhua
1
Haberern, Lauren
1
Han, Su-Jin
1
Hartman, Katherine B.
1
Heidenreich, Sven
1
Holmqvist, Jonas
1
Hsu, Li-chun
1
Hua, Nan
1
Hur, Won-Moo
1
Jin, Dan
1
Kim, Youngsun Sean
1
Koc, Erdogan
1
Krämer, Tobias
1
Ku, Hsuan-hsuan
1
Kuo, Chien-chih
1
Larivière, Bart
1
Li, Chia-Ying
1
Lim, Weng Marc
1
Lopes, Sergio Dominique
1
Lundberg, Heléne
1
Ma, Junzhao
1
Mena, Miguela
1
Meyer, Tracy
1
Miao, Li
1
Moon, Tae Won
1
Palmeira, Mauricio
1
Prentice, Catherine
1
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Published in...
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International journal of business and economics
Journal of hospitality marketing & management
Journal of service theory and practice : JSTP
Managing service quality : MSQ ; an international journal
Journal of retailing and consumer services
48
International journal of hospitality management
40
The journal of services marketing
39
Journal of business research : JBR
29
International journal of contemporary hospitality management
17
Services marketing quarterly
16
Psychology & marketing
15
Journal of service research
13
Journal of service research : JSR
11
Journal of service management
10
Journal of service theory and practice
9
International journal of consumer studies
8
Journal of retailing
8
Journal of the Academy of Marketing Science
8
European journal of marketing : EJM
7
Gabler Edition Wissenschaft
7
Service business
7
International journal of quality and service sciences
6
Journal of air transport management
6
The service industries journal
6
Academy of Management journal : AMJ
5
Cogent business & management
5
European journal of marketing
5
Journal of consumer research : JCR ; an interdisciplinary bimonthly
5
Journal of marketing theory and practice
5
Journal of travel and tourism marketing
5
Marketing science : the marketing journal of the Institute for Operations Research and the Management Sciences
5
The Cornell hospitality quarterly
5
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
5
Business horizons
4
Ilmenauer Schriften zur Betriebswirtschaftslehre
4
Industrial marketing management : the international journal for industrial and high-tech firms
4
International journal of services and operations management
4
Journal of consumer behaviour : an international research review
4
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
4
Manufacturing & service operations management : M & SOM
4
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ECONIS (ZBW)
32
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1
Customer delight, engagement, experience, value co-creation, place identity, and revisit intention : a new conceptual framework
Shoukat, Muhammad Haroon
;
Ramkissoon, Haywantee
- In:
Journal of hospitality marketing & management
31
(
2022
)
6
,
pp. 757-775
Persistent link: https://www.econbiz.de/10013327890
Saved in:
2
Service robot's responses in service recovery and service evaluation : the moderating role of robots' social perception
Shan, Minghui
;
Zhu, Zhenzhong
;
Chen, Haipeng
;
Sun, Sijie
- In:
Journal of hospitality marketing & management
33
(
2024
)
2
,
pp. 145-168
Persistent link: https://www.econbiz.de/10014511796
Saved in:
3
Responding to negative reviews? : the interplay of management response strategy and service failure type
Salehi-Esfahani, Saba
;
Torres, Edwin
;
Hua, Nan
- In:
Journal of hospitality marketing & management
32
(
2023
)
1
,
pp. 29-49
Persistent link: https://www.econbiz.de/10013545802
Saved in:
4
Sexual orientation identity matters : lesbian, gay, and bi-sexual customers’ perceptions of service encounters
Ro, Heejung
- In:
Journal of hospitality marketing & management
32
(
2023
)
1
,
pp. 75-94
Persistent link: https://www.econbiz.de/10013545807
Saved in:
5
The impact of customer controllability and service recovery type on customer satisfaction and consequent behavior intentions
Jin, Dan
;
DiPietro, Robin B.
;
Fan, Alei
- In:
Journal of hospitality marketing & management
29
(
2020
)
1
,
pp. 65-87
Persistent link: https://www.econbiz.de/10012256118
Saved in:
6
Emotional intelligence or artificial intelligence : an employee perspective
Prentice, Catherine
;
Lopes, Sergio Dominique
;
Wang, Xuequn
- In:
Journal of hospitality marketing & management
29
(
2020
)
4
,
pp. 377-403
Persistent link: https://www.econbiz.de/10012256141
Saved in:
7
Customers' reactions to other customer caused service failures : the effects of tie strength on customer loyalty
Kim, Youngsun Sean
;
Baker, Melissa A.
- In:
Journal of hospitality marketing & management
29
(
2020
)
6
,
pp. 682-701
Persistent link: https://www.econbiz.de/10012256164
Saved in:
8
Employee attractiveness and customers' service failure perceptions
Villi, Bilge
;
Koc, Erdogan
- In:
Journal of hospitality marketing & management
27
(
2018
)
1
,
pp. 41-60
Persistent link: https://www.econbiz.de/10011848320
Saved in:
9
Customer delight : universal remedy or a double-edged sword?
Ludwig, Nadine L.
;
Heidenreich, Sven
;
Krämer, Tobias
; …
- In:
Journal of service theory and practice : JSTP
27
(
2017
)
1
,
pp. 23-46
Persistent link: https://www.econbiz.de/10011601104
Saved in:
10
Observing delightful experiences of other customers : the double-edged sword of jealousy and joy
Ludwig, Nadine L.
;
Barnes, Donald C.
;
Gouthier, Matthias
- In:
Journal of service theory and practice : JSTP
27
(
2017
)
1
,
pp. 145-163
Persistent link: https://www.econbiz.de/10011602729
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