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~isPartOf:"International journal of services and operations management"
~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"
~subject:"Kundenzufriedenheit"
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Search: subject:"Nachkaufmarketing"
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Konsumentenverhalten
Kundenzufriedenheit
Customer service
56
Kundenservice
56
Dienstleistungsqualität
23
Service quality
23
Customer satisfaction
20
Beziehungsmarketing
19
Relationship marketing
19
Consumer behaviour
16
Beschwerdemanagement
11
Complaint management
11
Einzelhandel
9
Retail trade
9
B-to-B-Marketing
5
Business-to-business marketing
5
Lieferantenmanagement
5
Salespeople
5
Supplier relationship management
5
Verkaufspersonal
5
Business process management
4
Customer value
4
Dienstleistungssektor
4
Kundenwert
4
Online retailing
4
Online-Handel
4
Prozessmanagement
4
Service industry
4
Contract theory
3
Dienstleistung
3
Frontline employees
3
Leistungsmotivation
3
Lieferkette
3
Mobile communications
3
Mobilkommunikation
3
Product quality
3
Product returns
3
Produktqualität
3
Queueing theory
3
Services
3
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Article
27
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Aufsatz in Zeitschrift
27
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English
27
Author
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Gustafsson, Anders
2
Apiradee Wongkitrungrueng
1
Azilah Kasim
1
Bellos, Ioannis
1
Bolton, Ruth N.
1
Boxer, Israel
1
Breazeale, Michael J.
1
Buell, Ryan W.
1
Calantone, Roger J.
1
Cambra-Fierro, Jesus
1
Campbell, Dennis W.
1
Caruelle, Delphine
1
Chen, Lin
1
Chiang, Jeongwen
1
Chinchilla, Andrés
1
Cho, Soo-Haeng
1
Cobelli, Nicola
1
Confente, Ilenia
1
Dahlén, Micael
1
Dahm, Martin
1
Daskin, Mustafa
1
Esmark, Carol L.
1
Falkenreck, Christine
1
Frei, Frances X.
1
Freling, Ryan
1
Fumagalli, Elena
1
Ganesan, Shankar
1
Gerpott, Torsten J.
1
Gligor, David M.
1
Gremler, Dwayne D.
1
Grewal, Dhruv
1
Gwinner, Kevin P.
1
Herzog, Walter
1
Hess, Ronald L.
1
Holmqvist, Jonas
1
Huiskonen, Janne
1
Hult, G. Tomas M.
1
Janakiraman, Narayan
1
Jayawardhena, Chanaka
1
Karppinen, Henri
1
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International journal of services and operations management
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
60
The journal of services marketing
54
International journal of hospitality management
50
Journal of business research : JBR
46
Journal of service research : JSR
21
Journal of service research
19
Psychology & marketing
16
Journal of service management
15
Services marketing quarterly
15
The service industries journal
15
International journal of contemporary hospitality management
14
Journal of hospitality marketing & management
13
Journal of service theory and practice
13
Journal of service theory and practice : JSTP
11
Journal of the Academy of Marketing Science
11
Managing service quality : MSQ ; an international journal
11
Service business
10
The TQM journal : the international review of organizational improvement
10
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
10
International journal of consumer studies
9
Journal of air transport management
9
European journal of marketing
8
European journal of marketing : EJM
8
International journal of business and economics
8
International journal of production economics
8
International journal of quality and service sciences
8
Journal of travel and tourism marketing
7
Cogent business & management
6
European research studies
6
Gabler Edition Wissenschaft
6
Industrial marketing management : the international journal for industrial and high-tech firms
6
International journal of services, economics and management
6
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
6
Marketing letters : a journal of research in marketing
6
SpringerLink / Bücher
6
The Cornell hospitality quarterly
6
Asia Pacific journal of marketing and logistics
5
Business horizons
5
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ECONIS (ZBW)
27
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27
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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
From managing customers to joint venturing with customers : co-creating service value in the digital age
Falkenreck, Christine
;
Wagner, Ralf
- In:
The journal of business & industrial marketing
37
(
2022
)
3
,
pp. 643-656
Persistent link: https://www.econbiz.de/10013165201
Saved in:
3
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:
4
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:
5
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:
6
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:
7
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:
8
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:
9
The language backfire effect : how frontline employees decrease customer satisfaction through language use
Holmqvist, Jonas
;
Van Vaerenbergh, Yves
;
Lunardo, Renaud
; …
- In:
Journal of retailing
95
(
2019
)
2
,
pp. 115-129
Persistent link: https://www.econbiz.de/10012102960
Saved in:
10
The facilitating dynamic of customer-employee satisfaction : contributions from the person-centred approach to service encounters
Chinchilla, Andrés
;
Sepúlveda, César J.
;
Madero, Sergio
- In:
International journal of services and operations management
32
(
2019
)
3
,
pp. 339-361
Persistent link: https://www.econbiz.de/10012009018
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