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~isPartOf:"International journal of hospitality management"
~isPartOf:"International journal of quality and service sciences"
~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"
~type_genre:"Aufsatz in Zeitschrift"
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Search: subject:"Nachkaufmarketing"
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Customer service
119
Kundenservice
119
Dienstleistungsqualität
76
Service quality
76
Customer satisfaction
62
Kundenzufriedenheit
62
Consumer behaviour
51
Konsumentenverhalten
51
Beziehungsmarketing
47
Relationship marketing
47
Beschwerdemanagement
28
Complaint management
28
Arbeitsverhalten
17
Hotel industry
17
Hotellerie
17
Work behaviour
17
Emotion
16
Tourism employees
13
Tourismusberufe
13
Gastgewerbe
12
Hospitality industry
12
Arbeitszufriedenheit
11
Dienstleistungssektor
11
Job satisfaction
11
Service industry
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Service failure
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Dienstleistung
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Einzelhandel
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Gastronomie
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Restaurant industry
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Retail trade
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Robot
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Roboter
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Services
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Hospital
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Krankenhaus
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Leistungsmotivation
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Service encounter
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Service recovery
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Aufsatz in Zeitschrift
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119
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English
119
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Mattila, Anna S.
4
Kim, Sang Hyun
3
Miao, Li
3
Torres, Edwin N.
3
Bai, Billy
2
Cheng, Bao
2
Cohen, Morris A.
2
Gustafsson, Anders
2
Huang, Zhuowei
2
Huey Chern Boo
2
Liu, Canmian
2
Liu, Qing
2
Lu, Lu
2
Lyu, Yijing
2
MacQuilken, Lisa
2
Netessine, Serguei
2
Wei, Wei
2
Xie, Lishan
2
Zhang, Tingting
2
Aattila, Anna S.
1
Aburawi, Izidean
1
Ahasanul Haque
1
Alejandro, Thomas G. Brashear
1
Allaway, Arthur
1
Andajigarmaroudi, Saeed
1
Angell, Robert J.
1
Arefi, Majid Feyz
1
Arun Kumar Tarofder
1
Azam, S. M. Ferdous
1
Babalola, Mayowa
1
Babalola, Mayowa T.
1
Baker, William
1
Bakshi, Nitin
1
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1
Bellos, Ioannis
1
Bilgihan, Anil
1
Bizjak, Boštjan
1
Boles, James S.
1
Bolton, Ruth N.
1
Borghi, Matteo
1
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International journal of hospitality management
International journal of quality and service sciences
Journal of retailing
Management science : journal of the Institute for Operations Research and the Management Sciences
The journal of business & industrial marketing
The journal of services marketing
75
Journal of retailing and consumer services
74
Journal of business research : JBR
62
Journal of service research : JSR
36
The service industries journal
33
Journal of service management
30
Journal of service research
27
International journal of contemporary hospitality management
23
Psychology & marketing
20
Services marketing quarterly
20
International journal of services and operations management
19
Journal of hospitality marketing & management
17
Managing service quality : MSQ ; an international journal
17
Journal of service theory and practice
16
Journal of the Academy of Marketing Science
15
Journal of air transport management
14
Journal of service theory and practice : JSTP
14
Service business
14
Harvard-Business-Manager : das Wissen der Besten
13
Industrial marketing management : the international journal for industrial and high-tech firms
12
International journal of operations & production management : IJOPM ; the official journal of the European Operations Management Association, EUROMA
11
International journal of production economics
11
Journal of marketing
11
The TQM journal : the international review of organizational improvement
11
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
11
Tourism management : research, policies, practice
11
European journal of marketing : EJM
10
International journal of business and economics
10
International journal of consumer studies
10
European journal of operational research : EJOR
9
European research studies
9
Harvard business review : HBR
9
International journal of services, economics and management
9
Journal of travel and tourism marketing
9
Business horizons
8
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ECONIS (ZBW)
119
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1
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10
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119
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date (oldest first)
1
Effects of leader behaviors on extra-role proactive service : the role of cultural tightness-looseness
Rescalvo-Martin, Elisa
;
Gutierrez, Leopoldo
; …
- In:
International journal of hospitality management
117
(
2024
),
pp. 1-12
Persistent link: https://www.econbiz.de/10014457831
Saved in:
2
Formal versus casual : how do customers respond to service robots' uniforms? : the roles of service type and language style
Liu, Canmian
;
Xie, Lishan
- In:
International journal of hospitality management
114
(
2023
),
pp. 1-10
Persistent link: https://www.econbiz.de/10014439968
Saved in:
3
Team leader humility and team proactive customer service behavior : a regulatory focus perspective
Cao, Qiqi
;
Yang, Sainan
;
Wang, Xiao
;
Huang, Zhuowei
; …
- In:
International journal of hospitality management
114
(
2023
),
pp. 1-11
Persistent link: https://www.econbiz.de/10014440004
Saved in:
4
Role of trust in customer attitude and behaviour formation towards social service robots
Della Corte, Valentina
;
Sepe, Fabiana
;
Gursoy, Dogan
; …
- In:
International journal of hospitality management
114
(
2023
),
pp. 1-10
Persistent link: https://www.econbiz.de/10014440008
Saved in:
5
The negative effect of service robots' affective human-likeness on consumer satisfaction in frontline service encounters
Li, You
;
Liang, Zhehao
;
Wang, Yawei
;
Chang, Yaping
- In:
International journal of hospitality management
115
(
2023
),
pp. 1-7
Persistent link: https://www.econbiz.de/10014487592
Saved in:
6
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:
7
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:
8
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:
9
Why do hotel frontline employees use service robots in the workplace? : a technology affordance theory perspective
Leung, Xi Y.
;
Zhang, Huiying
;
Lyu, Jiaying
;
Bai, Billy
- In:
International journal of hospitality management
108
(
2023
),
pp. 1-11
Persistent link: https://www.econbiz.de/10013482355
Saved in:
10
Putting customer service at risk : why and when family ostracism relates to customer-oriented behaviors
Rahaman, H. M. Saidur
;
Kwan, Ho Kwong
;
Babalola, Mayowa
; …
- In:
International journal of hospitality management
109
(
2023
),
pp. 1-11
Persistent link: https://www.econbiz.de/10014282484
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