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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:"Kundenzufriedenheit"
~subject:"Mobile communications"
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Kundenzufriedenheit
Mobile communications
Customer service
56
Kundenservice
56
Dienstleistungsqualität
23
Service quality
23
Customer satisfaction
20
Beziehungsmarketing
19
Relationship marketing
19
Consumer behaviour
16
Konsumentenverhalten
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
Mobilkommunikation
3
Product quality
3
Product returns
3
Produktqualität
3
Queueing theory
3
Services
3
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English
21
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Gustafsson, Anders
2
Azilah Kasim
1
Bellos, Ioannis
1
Bolton, Ruth N.
1
Buell, Ryan W.
1
Cambra-Fierro, Jesus
1
Campbell, Dennis W.
1
Caruelle, Delphine
1
Chinchilla, Andrés
1
Cobelli, Nicola
1
Confente, Ilenia
1
Dahlén, Micael
1
Daskin, Mustafa
1
Durbarry, Ramesh
1
Falkenreck, Christine
1
Frei, Frances X.
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
Hess, Ronald L.
1
Holmqvist, Jonas
1
Huiskonen, Janne
1
Jayawardhena, Chanaka
1
Karppinen, Henri
1
Klein, Noreen M.
1
Lervik-Olsen, Line
1
Li, Yi
1
Lunardo, Renaud
1
Madero, Sergio
1
Mahadeo, J. D.
1
Maxham, James G., III.
1
Melero, Iguacel
1
Negi, Rakshit
1
Netemeyer, Richard G.
1
Pekkola, Sanna
1
Roggeveen, Anne L.
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
48
The journal of services marketing
47
International journal of hospitality management
42
Journal of business research : JBR
37
Journal of service research
18
Journal of service research : JSR
18
The service industries journal
14
International journal of contemporary hospitality management
13
Journal of hospitality marketing & management
13
Journal of service management
11
Journal of service theory and practice
11
Services marketing quarterly
11
Service business
10
The TQM journal : the international review of organizational improvement
10
Journal of service theory and practice : JSTP
9
International journal of business and economics
8
Managing service quality : MSQ ; an international journal
8
Psychology & marketing
8
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
8
European journal of marketing
7
Journal of air transport management
7
Journal of the Academy of Marketing Science
7
European journal of marketing : EJM
6
International journal of production economics
6
International journal of quality and service sciences
6
International journal of services, economics and management
6
Journal of travel and tourism marketing
6
The Cornell hospitality quarterly
6
Asia Pacific journal of marketing and logistics
5
Cogent business & management
5
European research studies
5
International journal of operations & production management : IJOPM ; the official journal of the European Operations Management Association, EUROMA
5
International journal of productivity and quality management : IJPQM
5
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
5
Marketing letters : a journal of research in marketing
5
The international review of retail, distribution and consumer research
5
Tourism management perspectives : TMP
5
Australasian marketing journal
4
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ECONIS (ZBW)
21
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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
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:
4
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:
5
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:
6
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:
7
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:
8
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
Saved in:
9
The combined effect of product returns experience and switching costs on B2B customer re-purchase intent
Russo, Ivan
;
Confente, Ilenia
;
Gligor, David M.
; …
- In:
The journal of business & industrial marketing
32
(
2017
)
5
,
pp. 664-676
Persistent link: https://www.econbiz.de/10011692481
Saved in:
10
Exploring the impact of service recovery on customer affection, perceived value, and sabotaging behaviour : does gender make a difference?
Daskin, Mustafa
;
Azilah Kasim
- In:
International journal of services and operations management
23
(
2016
)
4
,
pp. 467-485
Persistent link: https://www.econbiz.de/10011588653
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