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~isPartOf:"International journal of quality and service sciences"
~isPartOf:"Journal of consumer marketing"
~isPartOf:"The journal of services marketing"
~subject:"Electronic Commerce"
~subject:"Emotion"
~type_genre:"Article in journal"
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Search: subject_exact:"Kundendienst"
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Electronic Commerce
Emotion
Customer service
91
Kundenservice
91
Dienstleistungsqualität
66
Service quality
66
Customer satisfaction
56
Kundenzufriedenheit
56
Beziehungsmarketing
46
Relationship marketing
46
Consumer behaviour
44
Konsumentenverhalten
44
Dienstleistungssektor
24
Service industry
24
Beschwerdemanagement
22
Complaint management
22
Services
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17
Service encounter
16
Customer integration
10
Kundenintegration
10
Service failure
10
Dienstleistungsberufe
9
Service recovery
9
Service workers
9
Arbeitsverhalten
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Frontline service employees
8
Work behaviour
8
Betriebliche Wertschöpfung
7
Customer experience
7
Value creation
7
Arbeitszufriedenheit
6
Job satisfaction
6
Satisfaction
6
Service delivery
6
Tourism employees
6
Tourismusberufe
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USA
5
United States
5
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Article in journal
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16
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English
16
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Almanza, Barbara
1
Anaya, Gerardo Joel
1
Awasthi, Ashwini K.
1
Barnes, Donald C.
1
Barnett, Willy
1
Black, William C.
1
Bock, Dora Elizabeth
1
Bourdeau, Brian L.
1
Chacko, Dony Peter
1
Collier, Joel E.
1
Cronin, J. J.
1
Folse, Judith Anne Garretson
1
Funches, Vanessa
1
Gong, Taeshik
1
Goussinsky, Ruhama
1
Ifie, Kemefasu
1
Jose, Ajay
1
Kearney, Treasa
1
Klaus, Philipp
1
Kumar, Vineet
1
Kuuru, Tiina-Kaisa
1
Madupalli, Ramana Kumar
1
Mathew, Sonia
1
Matos, Celso Augusto de
1
Mattila, Anna S.
1
Medler-Liraz, Hana
1
Miao, Li
1
Närvänen, Elina
1
Padgett, Daniel T.
1
Poddar, Amit
1
Rejikumar G.
1
Robinson, Stacey
1
Rohden, Simoni F.
1
Schwabe, Maria
1
Thomas, Ajith K.
1
Voorhees, Clay M.
1
Walsh, Gianfranco
1
Wardley, Marcus
1
White, Kimberley
1
Zhu, Xia
1
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International journal of quality and service sciences
Journal of consumer marketing
The journal of services marketing
International journal of hospitality management
16
Journal of retailing and consumer services
15
Journal of business research : JBR
9
International journal of contemporary hospitality management
7
Academy of Management journal : AMJ
5
International journal of electronic customer relationship management : IJECRM
5
Journal of service theory and practice : JSTP
5
Psychology & marketing
5
Journal of service management
4
Journal of service research
4
Journal of service research : JSR
4
Journal of service theory and practice
4
The service industries journal
4
Information systems research : ISR
3
International journal of business information systems : IJBIS
3
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
3
Personnel psychology : a journal of applied research
3
Business horizons
2
European journal of operational research : EJOR
2
Industrial marketing management : the international journal for industrial and high-tech firms
2
Information & management : the internat. journal of management processes and systems ; journal of IFIP Users Group
2
International journal of consumer studies
2
International journal of electronic commerce : IJEC
2
Journal for global business advancement : JGBA
2
Journal of consumer research : JCR ; an interdisciplinary bimonthly
2
Journal of hospitality marketing & management
2
Journal of internet commerce
2
Journal of management : JOM
2
Journal of marketing
2
Journal of travel research : a quarterly publication of the Travel and Tourism Research Association
2
Organizational behavior and human decision processes : a journal of fundamental research and theory in applied psychology
2
South Asian journal of management : SAJM
2
The Cornell hospitality quarterly
2
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
2
Tourism management perspectives : TMP
2
Tourism review
2
Administrative Sciences : open access journal
1
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ECONIS (ZBW)
16
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10
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16
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1
The other extreme of the circumplex of emotion : an investigation of consumer outrage
Bourdeau, Brian L.
;
Cronin, J. J.
;
Padgett, Daniel T.
; …
- In:
The journal of services marketing
38
(
2024
)
3
,
pp. 312-325
Persistent link: https://www.econbiz.de/10014515634
Saved in:
2
Online service failure : how consumers from emerging countries react and complain
Rohden, Simoni F.
;
Matos, Celso Augusto de
- In:
Journal of consumer marketing
39
(
2022
)
1
,
pp. 44-54
Persistent link: https://www.econbiz.de/10013165311
Saved in:
3
Behavioural consequences of verbally expressed and unexpressed customer rage emotions
Awasthi, Ashwini K.
;
Kumar, Vineet
- In:
Journal of consumer marketing
39
(
2022
)
1
,
pp. 133-144
Persistent link: https://www.econbiz.de/10013165322
Saved in:
4
The role of switching cost in the e-service recovery framework among banking customers
Jose, Ajay
;
Mathew, Sonia
;
Rejikumar G.
;
Chacko, Dony Peter
- In:
International journal of quality and service sciences
14
(
2022
)
1
,
pp. 86-109
Persistent link: https://www.econbiz.de/10012884465
Saved in:
5
Service recovery in unaffected consumers : evidence of a recovery paradox
Wardley, Marcus
- In:
International journal of quality and service sciences
14
(
2022
)
1
,
pp. 121-132
Persistent link: https://www.econbiz.de/10012884467
Saved in:
6
Talking bodies : an embodied approach to service employees' work
Kuuru, Tiina-Kaisa
;
Närvänen, Elina
- In:
The journal of services marketing
36
(
2022
)
3
,
pp. 313-325
Persistent link: https://www.econbiz.de/10013407498
Saved in:
7
Emotional intelligence in front-line/back-office employee relationships
Kearney, Treasa
;
Walsh, Gianfranco
;
Barnett, Willy
; …
- In:
The journal of services marketing
31
(
2017
)
2
,
pp. 185-199
Persistent link: https://www.econbiz.de/10011654735
Saved in:
8
Gratitude in service encounters : implications for building loyalty
Bock, Dora Elizabeth
;
Folse, Judith Anne Garretson
; …
- In:
The journal of services marketing
30
(
2016
)
3
,
pp. 341-358
Persistent link: https://www.econbiz.de/10011524416
Saved in:
9
Consumer envy during service encounters
Anaya, Gerardo Joel
;
Miao, Li
;
Mattila, Anna S.
; …
- In:
The journal of services marketing
30
(
2016
)
3
,
pp. 359-372
Persistent link: https://www.econbiz.de/10011524421
Saved in:
10
The role of service relationships in employees' and customers' emotional behavior, and customer-related outcomes
Medler-Liraz, Hana
- In:
The journal of services marketing
30
(
2016
)
4
,
pp. 437-448
Persistent link: https://www.econbiz.de/10011615477
Saved in:
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