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~isPartOf:"International journal of production economics"
~isPartOf:"Journal of marketing"
~subject:"Beziehungsmarketing"
~subject:"Customer satisfaction"
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Search: subject_exact:"Returns management"
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Beziehungsmarketing
Customer satisfaction
Customer service
22
Kundenservice
22
Relationship marketing
11
Kundenzufriedenheit
7
Dienstleistungsqualität
6
Service quality
6
Lieferkette
5
Supply chain
5
Consumer behaviour
4
Konsumentenverhalten
4
Lieferantenmanagement
4
Supplier relationship management
4
Beschwerdemanagement
3
Complaint management
3
Garantie
3
Warranty
3
After-sales service
2
Anforderungsprofil
2
Arbeitsleistung
2
Arbeitsverhalten
2
Dienstleistungssektor
2
Job performance
2
Leistungsmotivation
2
Occupational profile
2
Selbstbedienung
2
Self-service
2
Service industry
2
Stress
2
Supply chain management
2
Technischer Fortschritt
2
Technological change
2
USA
2
United States
2
Work behaviour
2
Work motivation
2
Work stress
2
frontline employees
2
Agency theory
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English
16
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Kurata, Hisashi
2
Nam, Seong-hyun
2
Ruyter, Ko de
2
Sirianni, Nancy J.
2
Andrews, Michelle
1
Bitner, Mary Jo
1
Bolander, Willy
1
Brady, Michael K.
1
Brown, Stephen Walter
1
Cai, Gangshu
1
Challagalla, Goutam
1
Chan, Ya-hui
1
Chen, Jing
1
Chen, Xiangfeng
1
Cheng, T. C. E.
1
Chiang, Wen-chyuan
1
Cote, Joseph A.
1
Falk, Tomas
1
Giebelhausen, Michael
1
Hammerschmidt, Maik
1
Hanukov, Gabi
1
Hochstein, Bryan
1
Jong, Ad de
1
Kanuri, Vamsi K.
1
Kim, Sara
1
Kohli, Ajay Kumar
1
Köhler, Clemens F.
1
Lee, Peter K. C.
1
Lei, Yongqin
1
Leung, Fine F.
1
Li, Dan
1
Lin, Shu-ping
1
Mandel, Naomi
1
Mascio, Rita Di
1
Plouffe, Christopher R.
1
Robinson, Stacey G.
1
Rohm, Andrew J.
1
Scheper, Jeroen
1
Sheu, Chwen
1
Tse, Caleb H.
1
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International journal of production economics
Journal of marketing
The journal of services marketing
59
Journal of retailing and consumer services
55
International journal of hospitality management
49
Journal of business research : JBR
49
Journal of service research : JSR
24
The service industries journal
23
Journal of service research
22
International journal of contemporary hospitality management
16
Journal of service theory and practice
15
Journal of hospitality marketing & management
13
Journal of service theory and practice : JSTP
13
Services marketing quarterly
13
SpringerLink / Bücher
13
Journal of service management
12
Managing service quality : MSQ ; an international journal
12
Service business
12
Journal of retailing
11
International journal of services and operations management
10
Psychology & marketing
10
The TQM journal : the international review of organizational improvement
10
International journal of business and economics
9
Journal of the Academy of Marketing Science
9
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
9
European research studies
8
International journal of quality and service sciences
8
European journal of marketing
7
European journal of marketing : EJM
7
International journal of operations & production management : IJOPM ; the official journal of the European Operations Management Association, EUROMA
7
International journal of services, economics and management
7
Journal of air transport management
7
The Cornell hospitality quarterly
7
Business horizons
6
Gabler Edition Wissenschaft
6
Industrial marketing management : the international journal for industrial and high-tech firms
6
International journal of consumer studies
6
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
6
Journal of travel and tourism marketing
6
Marketing : ZFP ; journal of research and management
6
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ECONIS (ZBW)
16
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16
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1
A service system where junior servers approach a senior server on behalf of customers
Hanukov, Gabi
- In:
International journal of production economics
244
(
2022
),
pp. 1-12
Persistent link: https://www.econbiz.de/10013185352
Saved in:
2
Highlighting effort versus talent in service employee performance : customer attributions and responses
Leung, Fine F.
;
Kim, Sara
;
Tse, Caleb H.
- In:
Journal of marketing
84
(
2020
)
3
,
pp. 106-121
Persistent link: https://www.econbiz.de/10012214934
Saved in:
3
Managing customer returns strategy with the option of selling returned products
Xing, Wan
;
Li, Dan
;
Chen, Jing
;
Lei, Yongqin
- In:
International journal of production economics
230
(
2020
),
pp. 1-14
Persistent link: https://www.econbiz.de/10012388481
Saved in:
4
The unintended consequence of price-based service recovery incentives
Kanuri, Vamsi K.
;
Andrews, Michelle
- In:
Journal of marketing
83
(
2019
)
5
,
pp. 57-77
Persistent link: https://www.econbiz.de/10012176134
Saved in:
5
Does the customer matter most? : exploring strategic frontline employees’ influence of customers, the internal business team, and external business partners
Plouffe, Christopher R.
;
Bolander, Willy
;
Cote, Joseph A.
; …
- In:
Journal of marketing
80
(
2016
)
1
,
pp. 106-123
Persistent link: https://www.econbiz.de/10011507463
Saved in:
6
Operational improvement competence and service recovery performance : the moderating effects of role stress and job resources
Yang, Yefei
;
Lee, Peter K. C.
;
Cheng, T. C. E.
- In:
International journal of production economics
164
(
2015
),
pp. 134-145
Persistent link: https://www.econbiz.de/10011289813
Saved in:
7
Touch versus tech : when technology functions as a barrier or a benefit to service encounters
Giebelhausen, Michael
;
Robinson, Stacey G.
;
Sirianni, …
- In:
Journal of marketing
78
(
2014
)
4
,
pp. 113-124
Persistent link: https://www.econbiz.de/10010381381
Saved in:
8
After-sales service competition in a supply chain : does uncertainty affect the conflict between profit maximization and customer satisfaction?
Kurata, Hisashi
;
Nam, Seong-hyun
- In:
International journal of production economics
144
(
2013
)
1
,
pp. 268-280
Persistent link: https://www.econbiz.de/10009773133
Saved in:
9
Branded service encounters : strategically aligning employee behavior with the brand positioning
Sirianni, Nancy J.
;
Bitner, Mary Jo
;
Brown, Stephen Walter
- In:
Journal of marketing
77
(
2013
)
6
,
pp. 108-123
Persistent link: https://www.econbiz.de/10010203344
Saved in:
10
Service guarantee and optimal payout models
Chiang, Wen-chyuan
;
Cai, Gangshu
;
Xu, Xiaojing
;
Chen, …
- In:
International journal of production economics
141
(
2013
)
2
,
pp. 519-528
Persistent link: https://www.econbiz.de/10009729407
Saved in:
1
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