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~isPartOf:"Journal of hospitality marketing & management"
~isPartOf:"Management science : journal of the Institute for Operations Research and the Management Sciences"
~isPartOf:"Service business"
~subject:"Consumer behaviour"
~subject:"Dienstleistungsmanagement"
~subject:"Dienstleistungssektor"
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Search: subject:"Nachkaufmarketing"
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Consumer behaviour
Dienstleistungsmanagement
Dienstleistungssektor
Customer service
41
Kundenservice
41
Dienstleistungsqualität
28
Service quality
28
Customer satisfaction
25
Kundenzufriedenheit
25
Konsumentenverhalten
20
Beziehungsmarketing
16
Relationship marketing
16
Beschwerdemanagement
11
Complaint management
11
Hospital
4
Krankenhaus
4
Arbeitszufriedenheit
3
Contract theory
3
Einzelhandel
3
Emotion
3
Job satisfaction
3
Leistungsmotivation
3
Lieferkette
3
Retail trade
3
Robot
3
Roboter
3
Service industry
3
Supply chain
3
Vertragstheorie
3
Work motivation
3
service encounter
3
service failure
3
service recovery
3
Aerospace industry
2
Arbeitsverhalten
2
Business process management
2
Confidence
2
Emotional intelligence
2
Gastgewerbe
2
Hospitality industry
2
Intelligence
2
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Article
22
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22
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English
22
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Aa, Zanna van der
1
Baker, Melissa A.
1
Becker, Marc
1
Bellos, Ioannis
1
Bloemer, Johanna M.
1
Buell, Ryan W.
1
Campbell, Dennis W.
1
Chen, Haipeng
1
Chen, Yuan
1
Cho, Soo-Haeng
1
DiPietro, Robin B.
1
Dorofeev, Nikita
1
Fan, Alei
1
Fernández-Sabiote, Estela
1
Frei, Frances X.
1
Gilboa, Shaked
1
Hartman, Katherine B.
1
Henseler, Jörg
1
Hua, Nan
1
Huang, Tseng-Lung
1
Jin, Dan
1
Kim, Youngsun Sean
1
Koc, Erdogan
1
Lajante, Mathieu
1
Li, Xiaodong
1
Lim, Weng Marc
1
Liu, Nan
1
Ma, Junzhao
1
Mahr, Dominik
1
Meyer, Tracy
1
Miao, Li
1
Nageswaran, Leela
1
Odekerken-Schröder, Gaby
1
Palmeira, Mauricio
1
Ramkissoon, Haywantee
1
Remisch, David
1
Ro, Heejung
1
Román, Sergio
1
Salehi-Esfahani, Saba
1
Scheller-Wolf, Alan
1
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Journal of hospitality marketing & management
Management science : journal of the Institute for Operations Research and the Management Sciences
Service business
Journal of retailing and consumer services
50
The journal of services marketing
47
International journal of hospitality management
40
Journal of business research : JBR
33
Journal of service research
17
International journal of contemporary hospitality management
14
Journal of service management
14
Journal of service research : JSR
14
Psychology & marketing
14
Services marketing quarterly
14
Journal of the Academy of Marketing Science
10
The service industries journal
10
Journal of service theory and practice : JSTP
9
European journal of marketing : EJM
8
International journal of consumer studies
8
Journal of retailing
8
Managing service quality : MSQ ; an international journal
8
International journal of quality and service sciences
7
Journal of service theory and practice
7
SpringerLink / Bücher
7
Cogent business & management
6
European journal of marketing
6
Gabler Edition Wissenschaft
6
International journal of services and operations management
6
Journal of air transport management
6
Ilmenauer Schriften zur Betriebswirtschaftslehre
5
International journal of business and economics
5
International journal of services, economics and management
5
Journal of marketing theory and practice
5
Journal of travel and tourism marketing
5
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
5
Asia Pacific journal of marketing and logistics
4
Australasian marketing journal
4
Business horizons
4
Industrial marketing management : the international journal for industrial and high-tech firms
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
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ECONIS (ZBW)
22
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1
Customer comfort during service robot interactions
Becker, Marc
;
Mahr, Dominik
;
Odekerken-Schröder, Gaby
- In:
Service business
17
(
2023
)
1
,
pp. 137-165
Persistent link: https://www.econbiz.de/10014282882
Saved in:
2
Can robots recover a service using interactional justice as employees do? : a literature review-based assessment
Lajante, Mathieu
;
Remisch, David
;
Dorofeev, Nikita
- In:
Service business
17
(
2023
)
1
,
pp. 315-357
Persistent link: https://www.econbiz.de/10014282973
Saved in:
3
Customer delight, engagement, experience, value co-creation, place identity, and revisit intention : a new conceptual framework
Shoukat, Muhammad Haroon
;
Ramkissoon, Haywantee
- In:
Journal of hospitality marketing & management
31
(
2022
)
6
,
pp. 757-775
Persistent link: https://www.econbiz.de/10013327890
Saved in:
4
Service robot's responses in service recovery and service evaluation : the moderating role of robots' social perception
Shan, Minghui
;
Zhu, Zhenzhong
;
Chen, Haipeng
;
Sun, Sijie
- In:
Journal of hospitality marketing & management
33
(
2024
)
2
,
pp. 145-168
Persistent link: https://www.econbiz.de/10014511796
Saved in:
5
Responding to negative reviews? : the interplay of management response strategy and service failure type
Salehi-Esfahani, Saba
;
Torres, Edwin
;
Hua, Nan
- In:
Journal of hospitality marketing & management
32
(
2023
)
1
,
pp. 29-49
Persistent link: https://www.econbiz.de/10013545802
Saved in:
6
Sexual orientation identity matters : lesbian, gay, and bi-sexual customers’ perceptions of service encounters
Ro, Heejung
- In:
Journal of hospitality marketing & management
32
(
2023
)
1
,
pp. 75-94
Persistent link: https://www.econbiz.de/10013545807
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
Managing appointment-based services in the presence of walk-in customers
Shan, Wang
;
Liu, Nan
;
Wan, Guohua
- In:
Management science : journal of the Institute for …
66
(
2020
)
2
,
pp. 667-686
Persistent link: https://www.econbiz.de/10012213219
Saved in:
10
The impact of customer controllability and service recovery type on customer satisfaction and consequent behavior intentions
Jin, Dan
;
DiPietro, Robin B.
;
Fan, Alei
- In:
Journal of hospitality marketing & management
29
(
2020
)
1
,
pp. 65-87
Persistent link: https://www.econbiz.de/10012256118
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