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~isPartOf:"International journal of business and economics"
~isPartOf:"Journal of hospitality marketing & management"
~isPartOf:"Journal of the Academy of Marketing Science"
~isPartOf:"Managing service quality : MSQ ; an international journal"
~subject:"Emotion"
~subject:"Hospitality industry"
~subject:"Konsumentenverhalten"
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Search: subject_exact:"Kundendienst"
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Emotion
Hospitality industry
Konsumentenverhalten
Customer service
59
Kundenservice
59
Dienstleistungsqualität
40
Service quality
40
Customer satisfaction
36
Kundenzufriedenheit
36
Beziehungsmarketing
31
Consumer behaviour
31
Relationship marketing
31
Beschwerdemanagement
15
Complaint management
15
Dienstleistungssektor
6
Service industry
6
Service recovery
6
Arbeitszufriedenheit
5
Job satisfaction
5
Service failure
5
customer service
5
Einzelhandel
4
Retail trade
4
Arbeitsverhalten
3
Australia
3
Australien
3
Ethiopia
3
Hospital
3
Hotel industry
3
Hotellerie
3
Krankenhaus
3
USA
3
United States
3
Work behaviour
3
customer loyalty
3
service encounter
3
service failure
3
service recovery
3
Äthiopien
3
Anthropomorphism
2
Artificial intelligence
2
B-to-B-Marketing
2
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15
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Article
34
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Article in journal
34
Aufsatz in Zeitschrift
34
Language
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English
34
Author
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Larivière, Bart
2
Van Vaerenbergh, Yves
2
Albrecht, Arne Keno
1
Backhaus, Klaus
1
Baker, Melissa A.
1
Benoit, Sabine
1
Beverland, Michael B.
1
Bilstein, Nicola
1
Bish, Rachael
1
Bolton, Ruth N.
1
Brach, Simon
1
Chan, Kimmy Wa
1
Chen, Haipeng
1
Chen, Martin
1
Chen, Rocky Peng
1
Cheng, Bao
1
Cheng, Yu-chi
1
Chih, Wen-hai
1
Chung, Emily
1
De Keyser, Arne
1
DiPietro, Robin B.
1
Dong, Yun
1
Doorn, Jenny van
1
Eggert, Andreas
1
Fan, Alei
1
Foo, Maw Der
1
Gremler, Dwayne D.
1
Guan, Xinhua
1
Guo, Gongxing
1
Gustafsson, Anders
1
Hartman, Katherine B.
1
Herpen, Erica van
1
Hogreve, Jens
1
Holmqvist, Jonas
1
Holthöwer, Jana
1
Hsu, Li-chun
1
Hua, Nan
1
Jin, Dan
1
Kates, Steven M.
1
Kim, Youngsun Sean
1
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Published in...
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International journal of business and economics
Journal of hospitality marketing & management
Journal of the Academy of Marketing Science
Managing service quality : MSQ ; an international journal
Journal of retailing and consumer services
48
International journal of hospitality management
47
The journal of services marketing
38
Journal of business research : JBR
27
International journal of contemporary hospitality management
17
Psychology & marketing
15
Services marketing quarterly
14
Journal of service research
12
Journal of service management
10
Journal of service research : JSR
10
Journal of service theory and practice
9
Journal of retailing
8
Service business
8
European journal of marketing : EJM
7
International journal of consumer studies
7
Journal of service theory and practice : JSTP
7
Gabler Edition Wissenschaft
6
International journal of quality and service sciences
6
Journal of travel and tourism marketing
6
The Cornell hospitality quarterly
6
The service industries journal
6
Academy of Management journal : AMJ
5
Cogent business & management
5
Journal of air transport management
5
Journal of consumer research : JCR ; an interdisciplinary bimonthly
5
Journal of marketing theory and practice
5
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
5
Business horizons
4
European journal of marketing
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
International journal of services, economics and 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
Marketing science : the marketing journal of the Institute for Operations Research and the Management Sciences
4
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ECONIS (ZBW)
34
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1
Robots do not judge : service robots can alleviate embarrassment in service encounters
Holthöwer, Jana
;
Doorn, Jenny van
- In:
Journal of the Academy of Marketing Science
51
(
2023
)
4
,
pp. 767-784
Persistent link: https://www.econbiz.de/10014326641
Saved in:
2
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:
3
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:
4
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:
5
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:
6
Designing satisfying service encounters : website versus store touchpoints
Bolton, Ruth N.
;
Gustafsson, Anders
;
Tarasi, Crina O.
; …
- In:
Journal of the Academy of Marketing Science
50
(
2022
)
1
,
pp. 85-107
Persistent link: https://www.econbiz.de/10012819742
Saved in:
7
Examining the spillover effects of problems at home on proactive customer service performance in the hospitality industry : the overlooked side of the work-family interface
Cheng, Bao
;
Guo, Gongxing
;
Dong, Yun
;
Peng, Yan
- In:
Journal of hospitality marketing & management
30
(
2021
)
3
,
pp. 354-372
Persistent link: https://www.econbiz.de/10012513777
Saved in:
8
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:
9
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:
10
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
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