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~isPartOf:"International journal of quality and service sciences"
~isPartOf:"Journal of retailing and consumer services"
~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
161
Kundenservice
161
Dienstleistungsqualität
120
Service quality
120
Customer satisfaction
99
Kundenzufriedenheit
99
Consumer behaviour
84
Konsumentenverhalten
84
Beziehungsmarketing
79
Relationship marketing
79
Dienstleistungssektor
34
Service industry
34
Beschwerdemanagement
31
Complaint management
31
Service encounter
21
Services
20
Dienstleistung
19
Satisfaction
16
Service failure
16
Einzelhandel
15
Retail trade
15
Arbeitsverhalten
14
Service recovery
14
Work behaviour
14
Customer integration
13
Kundenintegration
13
Arbeitszufriedenheit
12
Job satisfaction
12
Dienstleistungsberufe
10
Frontline service employees
10
Service workers
10
Viral marketing
9
Virales Marketing
9
Customer experience
8
Mobile communications
8
Mobilkommunikation
8
Online retailing
8
Online-Handel
8
Service encounters
8
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Article in journal
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29
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English
29
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Prentice, Catherine
4
Gong, Taeshik
2
Medler-Liraz, Hana
2
Almanza, Barbara
1
Anaya, Gerardo Joel
1
Barnes, Donald C.
1
Barnett, Willy
1
Black, William C.
1
Bock, Dora Elizabeth
1
Bourdeau, Brian L.
1
Chacko, Dony Peter
1
Chebat, Jean-Charles
1
Chen, Nuoya
1
Collier, Joel E.
1
Cronin, J. J.
1
Dominique-Ferreira, Sergio
1
Fan, Xiucheng
1
Fellesson, Markus
1
Ferreira, Andreia
1
Folse, Judith Anne Garretson
1
Funches, Vanessa
1
Gan, Wen-xue
1
Gaucher, Benoît
1
Goussinsky, Ruhama
1
Hyun, Hyowon
1
Ifie, Kemefasu
1
Javed, Muhammad Kashif
1
Jiao, Jinfeng
1
Jose, Ajay
1
Kearney, Treasa
1
Klaus, Philipp
1
Kuuru, Tiina-Kaisa
1
Lindenmeier, Jörg
1
Liu, Yong
1
Madupalli, Ramana Kumar
1
Mathew, Sonia
1
Mattila, Anna S.
1
Miao, Li
1
Mohanty, Smaraki
1
Nguyen Tuyet-Mai
1
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International journal of quality and service sciences
Journal of retailing and consumer services
The journal of services marketing
International journal of hospitality management
16
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 marketing
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)
29
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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
The role of memorable experience and emotional intelligence in senior customer loyalty to geriatric hotels
Prentice, Catherine
;
Dominique-Ferreira, Sergio
; …
- In:
Journal of retailing and consumer services
64
(
2022
),
pp. 1-9
Persistent link: https://www.econbiz.de/10013209511
Saved in:
3
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:
4
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:
5
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:
6
The joint effect of flirting and emotional labor on customer service-related outcomes
Medler-Liraz, Hana
;
Seger-Guttmann, Tali
- In:
Journal of retailing and consumer services
60
(
2021
),
pp. 1-12
Persistent link: https://www.econbiz.de/10012502728
Saved in:
7
Emotional labor in a non-isolated service encounter : the impact of customer observation on perceived authenticity and perceived fairness
Olk, Stephan
;
Lindenmeier, Jörg
;
Tscheulin, Dieter K.
; …
- In:
Journal of retailing and consumer services
58
(
2021
),
pp. 1-8
Persistent link: https://www.econbiz.de/10012431572
Saved in:
8
To err is human : tolerate humans instead of machines in service failure
Chen, Nuoya
;
Mohanty, Smaraki
;
Jiao, Jinfeng
;
Fan, Xiucheng
- In:
Journal of retailing and consumer services
59
(
2021
),
pp. 1-11
Persistent link: https://www.econbiz.de/10012433727
Saved in:
9
Decision-making mechanism of online retailer based on additional online comments of consumers
Liu, Yong
;
Gan, Wen-xue
;
Zhang, Qi
- In:
Journal of retailing and consumer services
59
(
2021
),
pp. 1-9
Persistent link: https://www.econbiz.de/10012434222
Saved in:
10
The happy virtual agent and its impact on the human customer in the service encounter
Sonderlund, Magnus
;
Oikarinen, Eeva-Liisa
;
Teck Ming Tan
- In:
Journal of retailing and consumer services
59
(
2021
),
pp. 1-10
Persistent link: https://www.econbiz.de/10012434270
Saved in:
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