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~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"
~subject:"Konsumentenverhalten"
~type_genre:"Aufsatz in Zeitschrift"
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Search: subject:"Nachkaufmarketing"
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Konsumentenverhalten
Customer service
49
Kundenservice
49
Dienstleistungsqualität
21
Service quality
21
Customer satisfaction
20
Kundenzufriedenheit
20
Consumer behaviour
18
Beziehungsmarketing
17
Relationship marketing
17
Beschwerdemanagement
14
Complaint management
14
Einzelhandel
8
Retail trade
8
B-to-B-Marketing
5
Business-to-business marketing
5
Online retailing
5
Online-Handel
5
Dienstleistungssektor
4
Lieferantenmanagement
4
Salespeople
4
Service failure
4
Service industry
4
Supplier relationship management
4
Verkaufspersonal
4
Contract theory
3
E-commerce
3
Electronic Commerce
3
Frontline employees
3
Leistungsmotivation
3
Lieferkette
3
Product quality
3
Product returns
3
Produktqualität
3
Supply chain
3
Vertragstheorie
3
Work motivation
3
Aerospace industry
2
After-sales service
2
Arbeitsverhalten
2
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Undetermined
14
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Article
18
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Aufsatz in Zeitschrift
Article in journal
18
Language
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English
18
Author
All
Gustafsson, Anders
2
Ahasanul Haque
1
Arun Kumar Tarofder
1
Azam, S. M. Ferdous
1
Bellos, Ioannis
1
Bolton, Ruth N.
1
Breazeale, Michael J.
1
Buell, Ryan W.
1
Calantone, Roger J.
1
Cambra-Fierro, Jesus
1
Campbell, Dennis W.
1
Caruelle, Delphine
1
Chebat, Jean-Charles
1
Chen, Lin
1
Chiang, Jeongwen
1
Cho, Soo-Haeng
1
Cobelli, Nicola
1
Confente, Ilenia
1
Dahm, Martin
1
El Hedhli, Kamel
1
Esmark, Carol L.
1
Frei, Frances X.
1
Freling, Ryan
1
Fumagalli, Elena
1
Gligor, David M.
1
Goussinsky, Ruhama
1
Herzog, Walter
1
Hult, G. Tomas M.
1
Janakiraman, Narayan
1
Lervik-Olsen, Line
1
Li, Yi
1
Melero, Iguacel
1
Moussa, Salim
1
Nageswaran, Leela
1
Nikhashemi, Seyed Rajab
1
Noble, Stephanie M.
1
Russo, Ivan
1
Scheller-Wolf, Alan
1
Selvantharan, Prashantini
1
Sesé, F. Javier
1
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Published in...
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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
Journal of retailing and consumer services
43
The journal of services marketing
35
International journal of hospitality management
33
Journal of business research : JBR
26
Psychology & marketing
13
Services marketing quarterly
13
Journal of service research
12
International journal of contemporary hospitality management
11
Journal of hospitality marketing & management
11
International journal of consumer studies
8
Journal of the Academy of Marketing Science
8
European journal of marketing : EJM
7
Journal of service management
7
Journal of service research : JSR
7
Journal of service theory and practice
7
Journal of service theory and practice : JSTP
7
Managing service quality : MSQ ; an international journal
7
Service business
6
International journal of business and economics
5
Journal of air transport management
5
Journal of marketing theory and practice
5
Journal of travel and tourism marketing
5
The service industries journal
5
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
5
Cogent business & management
4
European journal of marketing
4
International journal of services and operations management
4
Journal of consumer behaviour : an international research review
4
Journal of consumer research : JCR ; an interdisciplinary bimonthly
4
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
4
Marketing science : the marketing journal of the Institute for Operations Research and the Management Sciences
4
Technological forecasting & social change : an international journal
4
The Cornell hospitality quarterly
4
The international review of retail, distribution and consumer research
4
Academy of Management journal : AMJ
3
Asia Pacific journal of marketing and logistics
3
Business horizons
3
Industrial marketing management : the international journal for industrial and high-tech firms
3
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ECONIS (ZBW)
18
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1
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:
2
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:
3
After-sales service shaping assortment satisfaction and online repatronage intention in the backdrop of social influence
Verma, Pranay
- In:
International journal of quality and service sciences
14
(
2022
)
4
,
pp. 595-614
Persistent link: https://www.econbiz.de/10013454244
Saved in:
4
Information search and product returns across mobile and traditional online channels
Zhang, Yufei
;
Voorhees, Clay M.
;
Chen, Lin
;
Chiang, Jeongwen
- In:
Journal of retailing
98
(
2022
)
2
,
pp. 260-276
Persistent link: https://www.econbiz.de/10013364282
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
Consumer return policies in omnichannel operations
Nageswaran, Leela
;
Cho, Soo-Haeng
;
Scheller-Wolf, Alan
- In:
Management science : journal of the Institute for …
66
(
2020
)
12
,
pp. 5558-5575
Persistent link: https://www.econbiz.de/10012391392
Saved in:
10
Breathing down your neck! : the impact of queues on customers using a retail service
Dahm, Martin
;
Wentzel, Daniel
;
Herzog, Walter
;
Wiecek, …
- In:
Journal of retailing
94
(
2018
)
2
,
pp. 217-230
Persistent link: https://www.econbiz.de/10011881552
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