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~isPartOf:"International journal of business excellence"
~isPartOf:"International journal of hospitality management"
~isPartOf:"Journal of retailing"
~isPartOf:"Management science : journal of the Institute for Operations Research and the Management Sciences"
~isPartOf:"The journal of business & industrial marketing"
~subject:"Verkaufspersonal"
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Search: subject:"Nachkaufmarketing"
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Verkaufspersonal
Customer service
110
Kundenservice
110
Dienstleistungsqualität
69
Service quality
69
Customer satisfaction
57
Kundenzufriedenheit
57
Consumer behaviour
45
Konsumentenverhalten
45
Beziehungsmarketing
43
Relationship marketing
43
Beschwerdemanagement
23
Complaint management
23
Hotel industry
17
Hotellerie
17
Arbeitsverhalten
16
Work behaviour
16
Emotion
14
Tourism employees
13
Tourismusberufe
13
Gastgewerbe
12
Hospitality industry
12
Arbeitszufriedenheit
11
Job satisfaction
11
Dienstleistungssektor
10
Service industry
10
Dienstleistung
9
Einzelhandel
9
Gastronomie
9
Restaurant industry
9
Retail trade
9
Robot
9
Roboter
9
Salespeople
9
Services
9
Hospital
8
Krankenhaus
8
Leistungsmotivation
8
Service encounter
8
Work motivation
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Angell, Robert J.
1
Boyd, Eric
1
Cheng, Bao
1
Dahlén, Micael
1
Danaher, Tracey S.
1
Geng, Ruoqi
1
Gremler, Dwayne D.
1
Gwinner, Kevin P.
1
Holmqvist, Jonas
1
Hong, Zhisheng
1
Kim, Peter Beomcheol
1
Kim, Seongseop
1
Kim, Seontaik
1
Kruesi, Michael Alexander
1
Lau, Virginia Meng-Chan
1
Li, Shanshi
1
Lunardo, Renaud
1
Marder, Ben
1
Rodríguez, Rocío
1
Román, Sergio
1
Scott, Noel
1
Sok, Keo Mony
1
Sok, Phyra
1
Song, Wenhao
1
Svensson, Göran
1
Van Vaerenbergh, Yves
1
Wang, Wangshuai
1
Yang, Fiona X.
1
Zhan, Jueying
1
Zhang, Mo
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International journal of business excellence
International journal of hospitality management
Journal of retailing
Management science : journal of the Institute for Operations Research and the Management Sciences
The journal of business & industrial marketing
Journal of business research : JBR
7
Journal of service research : JSR
6
Journal of retailing and consumer services
5
Journal of service research
5
The service industries journal
5
SpringerLink / Bücher
4
The journal of personal selling & sales management : JPSSM
4
Gabler Edition Wissenschaft
3
Industrial marketing management : the international journal for industrial and high-tech firms
3
International journal of contemporary hospitality management
3
Interaktionen im Dienstleistungsbereich
2
International journal of bank marketing
2
Journal of marketing theory and practice
2
Journal of service management
2
Journal of the Academy of Marketing Science
2
Service business
2
Springer eBook Collection / Business and Economics
2
The international review of retail, distribution and consumer research
2
The journal of services marketing
2
Tourism management : research, policies, practice
2
Academy of Management journal : AMJ
1
An introduction to industrial service design
1
Berichte aus der Betriebswirtschaft
1
Business process management journal
1
Context and semantics for knowledge management : technologies for personal productivity
1
Das professionelle 1 x 1
1
ERIM report series research in management
1
European journal of marketing
1
European journal of marketing : EJM
1
Gabler Edition Wissenschaft / Marktorientiertes Management
1
Grundwissen
1
Innovation, Entrepreneurship und Digitalisierung
1
Innovatives Dienstleistungsmarketing in Theorie und Praxis
1
International journal of human resource management
1
International journal of retail & distribution management
1
International journal of services and operations management
1
International journal of services and standards
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ECONIS (ZBW)
9
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1
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9
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9
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date (oldest first)
1
Multiple psychological climates and employee self-regulatory focus : implications for frontline employee work behavior and service performance
Sok, Keo Mony
;
Danaher, Tracey S.
;
Sok, Phyra
- In:
Journal of retailing
99
(
2023
)
2
,
pp. 228-246
Persistent link: https://www.econbiz.de/10014321977
Saved in:
2
How and why (imagined) online reviews impact frontline retail encounters
Marder, Ben
;
Angell, Robert J.
;
Boyd, Eric
- In:
Journal of retailing
99
(
2023
)
2
,
pp. 265-279
Persistent link: https://www.econbiz.de/10014321993
Saved in:
3
Frontline employee anger in response to customer incivility : antecedents and consequences
Li, Shanshi
;
Zhan, Jueying
;
Cheng, Bao
;
Scott, Noel
- In:
International journal of hospitality management
96
(
2021
),
pp. 1-12
Persistent link: https://www.econbiz.de/10012585684
Saved in:
4
An examination of the progressive effects of hotel frontline employees' brand perceptions on desirable service outcomes
Kim, Seongseop
;
Kim, Peter Beomcheol
;
Kim, Seontaik
; …
- In:
International journal of hospitality management
84
(
2020
),
pp. 1-9
Persistent link: https://www.econbiz.de/10012146201
Saved in:
5
The double-edged sword effect of service recovery awareness of frontline employees : from a job demands-resources perspective
Zhang, Mo
;
Geng, Ruoqi
;
Hong, Zhisheng
;
Song, Wenhao
; …
- In:
International journal of hospitality management
88
(
2020
),
pp. 1-9
Persistent link: https://www.econbiz.de/10012293865
Saved in:
6
The language backfire effect : how frontline employees decrease customer satisfaction through language use
Holmqvist, Jonas
;
Van Vaerenbergh, Yves
;
Lunardo, Renaud
; …
- In:
Journal of retailing
95
(
2019
)
2
,
pp. 115-129
Persistent link: https://www.econbiz.de/10012102960
Saved in:
7
Evil customers, an angel boss and coopetitive coworkers : burnout of frontline employees
Yang, Fiona X.
;
Lau, Virginia Meng-Chan
- In:
International journal of hospitality management
83
(
2019
),
pp. 1-10
Persistent link: https://www.econbiz.de/10012121888
Saved in:
8
Comparing the life-cycles of service sales between buyers and sellers in business relationships through a teleological lens
Rodríguez, Rocío
;
Svensson, Göran
;
Román, Sergio
- In:
International journal of business excellence
15
(
2018
)
1
,
pp. 95-113
Persistent link: https://www.econbiz.de/10011954188
Saved in:
9
Rapport-building behaviors used by retail employees
Gremler, Dwayne D.
;
Gwinner, Kevin P.
- In:
Journal of retailing
84
(
2008
)
3
,
pp. 308-324
Persistent link: https://www.econbiz.de/10003782192
Saved in:
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