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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:"Service quality"
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Search: subject:"Nachkaufmarketing"
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Consumer behaviour
Dienstleistungsmanagement
Service quality
Customer service
41
Kundenservice
41
Dienstleistungsqualität
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
Dienstleistungssektor
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
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English
30
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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
Cheng, Bao
1
Cho, Soo-Haeng
1
Choo, Wei Chong
1
Costers, Annelies
1
DiPietro, Robin B.
1
Dong, Yun
1
Dorofeev, Nikita
1
Ellinger, Alexander E.
1
Elmadağ Baş, Ayşe Banu
1
Fan, Alei
1
Fang, Yu-Hui
1
Fernández-Sabiote, Estela
1
Frei, Frances X.
1
Gazzoli, Gabriel
1
Gilboa, Shaked
1
Guo, Gongxing
1
Hartman, Katherine B.
1
Henseler, Jörg
1
Herington, Carmel
1
Hua, Nan
1
Huang, Tseng-Lung
1
Jin, Dan
1
Jolly, Phillip M.
1
Kim, Chloe Shinae
1
Kim, Peter Beomcheol
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Kim, Youngsun Sean
1
Koc, Erdogan
1
Lajante, Mathieu
1
Li, Chia-Ying
1
Li, Xiaodong
1
Lim, Weng Marc
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
67
The journal of services marketing
63
International journal of hospitality management
61
Journal of business research : JBR
42
Journal of service management
22
International journal of contemporary hospitality management
20
Journal of service research : JSR
20
Journal of service research
18
The service industries journal
18
Psychology & marketing
16
Services marketing quarterly
16
Journal of service theory and practice
15
Journal of the Academy of Marketing Science
12
International journal of services and operations management
11
Journal of air transport management
11
Journal of service theory and practice : JSTP
11
Managing service quality : MSQ ; an international journal
11
Journal of retailing
10
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
10
International journal of quality and service sciences
9
The TQM journal : the international review of organizational improvement
9
Tourism management : research, policies, practice
9
European journal of marketing : EJM
8
Gabler Edition Wissenschaft
8
International journal of business and economics
8
Journal of travel and tourism marketing
8
SpringerLink / Bücher
8
Cogent business & management
7
European journal of marketing
7
Industrial marketing management : the international journal for industrial and high-tech firms
7
International journal of consumer studies
7
International journal of services, economics and management
7
Marketing letters : a journal of research in marketing
7
The Cornell hospitality quarterly
7
Asia Pacific journal of marketing and logistics
6
Business horizons
6
International journal of operations & production management : IJOPM ; the official journal of the European Operations Management Association, EUROMA
6
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
6
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ECONIS (ZBW)
30
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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
Antecedents of proactive customer service performance in hospitality : a meta-analysis
Yan, Zhen
;
Mansor, Zuraina Dato’
;
Choo, Wei Chong
- In:
Journal of hospitality marketing & management
32
(
2023
)
4
,
pp. 505-529
Persistent link: https://www.econbiz.de/10014281028
Saved in:
6
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:
7
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:
8
Do illegitimate tasks undermine hospitality employees' proactive customer service performance? : a moderated dual-path model
Zhao, Lijing
;
Jolly, Phillip M.
;
Zhao, Shuming
- In:
Journal of hospitality marketing & management
32
(
2023
)
1
,
pp. 95-121
Persistent link: https://www.econbiz.de/10013545811
Saved in:
9
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:
10
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
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