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~isPartOf:"International journal of business excellence"
~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:"Business process management"
~subject:"Verkaufspersonal"
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Search: subject:"Nachkaufmarketing"
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Business process management
Verkaufspersonal
Customer service
40
Kundenservice
40
Customer satisfaction
15
Kundenzufriedenheit
15
Dienstleistungsqualität
14
Service quality
14
Beziehungsmarketing
13
Relationship marketing
13
Consumer behaviour
12
Konsumentenverhalten
12
Beschwerdemanagement
9
Complaint management
9
Einzelhandel
8
Retail trade
8
B-to-B-Marketing
6
Business-to-business marketing
6
Lieferantenmanagement
5
Salespeople
5
Supplier relationship management
5
Online retailing
4
Online-Handel
4
Contract theory
3
Dienstleistungssektor
3
Frontline employees
3
Leistungsmotivation
3
Lieferkette
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Product quality
3
Product returns
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Produktqualität
3
Service industry
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Supply chain
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Vertragstheorie
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Work motivation
3
Aerospace industry
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Arbeitszufriedenheit
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Customer experience
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Angell, Robert J.
1
Bellos, Ioannis
1
Boyd, Eric
1
Dahlén, Micael
1
Danaher, Tracey S.
1
Gremler, Dwayne D.
1
Gwinner, Kevin P.
1
Holmqvist, Jonas
1
Liu, Nan
1
Lunardo, Renaud
1
Marder, Ben
1
Rodríguez, Rocío
1
Román, Sergio
1
Shan, Wang
1
Sok, Keo Mony
1
Sok, Phyra
1
Svensson, Göran
1
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1
Wan, Guohua
1
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International journal of business excellence
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
International journal of hospitality management
4
SpringerLink / Bücher
4
The journal of personal selling & sales management : JPSSM
4
Business process management journal
3
Gabler Edition Wissenschaft
3
Industrial marketing management : the international journal for industrial and high-tech firms
3
International journal of contemporary hospitality management
3
International journal of services and operations 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
Benchmarking : an international journal ; BIJ
1
Berichte aus der Betriebswirtschaft
1
Betriebsmanagement
1
Context and semantics for knowledge management : technologies for personal productivity
1
Das professionelle 1 x 1
1
Die Zukunft des Customer Service : Analysen, Strategien, Konzeptionen
1
Dienstleistungsoffensive - Wachstumschancen intelligent nutzen
1
Digitalisierung der Unternehmenssteuerung : Prozessautomatisierung, Business Analytics, Big Data, SAP S/4HANA, Anwendungsbeispiele
1
ERIM report series research in management
1
Effektives Customer Relationship Management : Instrumente, Einführungskonzepte, Organisation
1
European journal of marketing
1
European journal of marketing : EJM
1
Flexibilisierung von Geschäftsprozessen : Konzepte und Praxisbeispiele
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ECONIS (ZBW)
7
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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
Service design for a holistic customer experience : a process framework
Bellos, Ioannis
- In:
Management science : journal of the Institute for …
67
(
2021
)
3
,
pp. 1718-1736
Persistent link: https://www.econbiz.de/10012506026
Saved in:
4
Managing appointment-based services in the presence of walk-in customers
Shan, Wang
;
Liu, Nan
;
Wan, Guohua
- In:
Management science : journal of the Institute for …
66
(
2020
)
2
,
pp. 667-686
Persistent link: https://www.econbiz.de/10012213219
Saved in:
5
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:
6
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:
7
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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