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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:"Customer satisfaction"
~subject:"Verkaufspersonal"
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Search: subject:"Nachkaufmarketing"
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Customer satisfaction
Verkaufspersonal
Customer service
40
Kundenservice
40
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
3
Product quality
3
Product returns
3
Produktqualität
3
Service industry
3
Supply chain
3
Vertragstheorie
3
Work motivation
3
Aerospace industry
2
Arbeitszufriedenheit
2
Business process management
2
Customer experience
2
Customer value
2
Dienstleistung
2
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English
18
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Gustafsson, Anders
2
Angell, Robert J.
1
Bellos, Ioannis
1
Bolton, Ruth N.
1
Boyd, Eric
1
Buell, Ryan W.
1
Cambra-Fierro, Jesus
1
Campbell, Dennis W.
1
Caruelle, Delphine
1
Cobelli, Nicola
1
Confente, Ilenia
1
Dahlén, Micael
1
Danaher, Tracey S.
1
Falkenreck, Christine
1
Fernando, Yudi
1
Frei, Frances X.
1
Fumagalli, Elena
1
Ganesan, Shankar
1
Gligor, David M.
1
Gremler, Dwayne D.
1
Grewal, Dhruv
1
Gwinner, Kevin P.
1
Hess, Ronald L.
1
Holmqvist, Jonas
1
Jayawardhena, Chanaka
1
Klein, Noreen M.
1
Lervik-Olsen, Line
1
Li, Yi
1
Lunardo, Renaud
1
Marder, Ben
1
Maxham, James G., III.
1
Melero, Iguacel
1
Netemeyer, Richard G.
1
Rodríguez, Rocío
1
Roggeveen, Anne L.
1
Román, Sergio
1
Russo, Ivan
1
Sesé, F. Javier
1
Sok, Keo Mony
1
Sok, Phyra
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 retailing and consumer services
50
The journal of services marketing
46
International journal of hospitality management
44
Journal of business research : JBR
41
Journal of service research
21
Journal of service research : JSR
21
The service industries journal
18
International journal of contemporary hospitality management
15
Journal of hospitality marketing & management
13
Journal of service management
12
Journal of service theory and practice
12
Service business
12
Services marketing quarterly
11
Journal of service theory and practice : JSTP
10
The TQM journal : the international review of organizational improvement
10
International journal of business and economics
8
Managing service quality : MSQ ; an international journal
8
Psychology & marketing
8
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
8
European journal of marketing
7
International journal of services and operations management
7
Journal of air transport management
7
Journal of the Academy of Marketing Science
7
European journal of marketing : EJM
6
International journal of quality and service sciences
6
International journal of services, economics and management
6
Journal of travel and tourism marketing
6
SpringerLink / Bücher
6
The Cornell hospitality quarterly
6
The international review of retail, distribution and consumer research
6
Tourism management : research, policies, practice
6
Asia Pacific journal of marketing and logistics
5
Cogent business & management
5
European research studies
5
Industrial marketing management : the international journal for industrial and high-tech firms
5
International journal of operations & production management : IJOPM ; the official journal of the European Operations Management Association, EUROMA
5
International journal of production economics
5
International journal of productivity and quality management : IJPQM
5
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
5
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ECONIS (ZBW)
18
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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
The clock is tickin-Or is it? : customer satisfaction response to waiting shorter vs. longer than expected during a service encounter
Caruelle, Delphine
;
Lervik-Olsen, Line
;
Gustafsson, Anders
- In:
Journal of retailing
99
(
2023
)
2
,
pp. 247-264
Persistent link: https://www.econbiz.de/10014321982
Saved in:
3
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:
4
From managing customers to joint venturing with customers : co-creating service value in the digital age
Falkenreck, Christine
;
Wagner, Ralf
- In:
The journal of business & industrial marketing
37
(
2022
)
3
,
pp. 643-656
Persistent link: https://www.econbiz.de/10013165201
Saved in:
5
Managing a global retail brand in different markets : meta-analyses of customer responses to service encounters
Bolton, Ruth N.
;
Gustafsson, Anders
;
Tarasi, Crina O.
; …
- In:
Journal of retailing
98
(
2022
)
2
,
pp. 294-314
Persistent link: https://www.econbiz.de/10013364286
Saved in:
6
Spoiled rotten : how and when discontinuation of repetitive and regular delight offers increases customer desire for revenge
Li, Yi
;
Fumagalli, Elena
- In:
Journal of retailing
98
(
2022
)
3
,
pp. 412-431
Persistent link: https://www.econbiz.de/10013426728
Saved in:
7
The customer may not always be right : customer compatibility and service performance
Buell, Ryan W.
;
Campbell, Dennis W.
;
Frei, Frances X.
- In:
Management science : journal of the Institute for …
67
(
2021
)
3
,
pp. 1468-1488
Persistent link: https://www.econbiz.de/10012505994
Saved in:
8
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:
9
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:
10
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
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