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~isPartOf:"Journal of marketing theory and practice"
~isPartOf:"Management science : journal of the Institute for Operations Research and the Management Sciences"
~language:"eng"
~subject:"Consumer behaviour"
~subject:"Cost management"
~subject:"Dienstleistungsmanagement"
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Search: subject:"Nachkaufmarketing"
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Consumer behaviour
Cost management
Dienstleistungsmanagement
Customer service
17
Kundenservice
17
Konsumentenverhalten
8
Dienstleistungsqualität
4
Service quality
4
Beschwerdemanagement
3
Beziehungsmarketing
3
Complaint management
3
Contract theory
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Customer satisfaction
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Vertragstheorie
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2002-2005
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Amos, Clinton
1
Autry, Chad W.
1
Basso, Kenny
1
Bellos, Ioannis
1
Brockhaus, Sebastian
1
Broilo, Patricia Liebesny
1
Buell, Ryan W.
1
Campbell, Dennis W.
1
Cho, Soo-Haeng
1
Cho, Yoon-na
1
Coughlan, Anne T.
1
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1
Fawcett, Amydee M.
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Fawcett, Stanley E.
1
Frei, Frances X.
1
Hill, Donna J.
1
Knemeyer, A. Michael
1
Liu, Nan
1
Mallalieu, Lynnea
1
Nageswaran, Leela
1
Nakamoto, Kent
1
O'Brien, Matthew
1
Rutherford, Brian N.
1
Savaskan, R. Canan
1
Scheller-Wolf, Alan
1
Shan, Wang
1
Shulman, Jeffrey D.
1
Silva, Renata Gonçalves Santos
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Journal of marketing theory and practice
Management science : journal of the Institute for Operations Research and the Management Sciences
Journal of retailing and consumer services
43
International journal of hospitality management
38
The journal of services marketing
36
Journal of business research : JBR
24
Services marketing quarterly
14
Psychology & marketing
13
International journal of contemporary hospitality management
11
Journal of hospitality marketing & management
11
Journal of service research
11
Journal of retailing
8
Journal of service research : JSR
8
Journal of the Academy of Marketing Science
8
European journal of marketing : EJM
7
International journal of consumer studies
7
Journal of service management
7
Journal of service theory and practice
7
Journal of service theory and practice : JSTP
7
Managing service quality : MSQ ; an international journal
7
International journal of quality and service sciences
6
Service business
6
International journal of business and economics
5
International journal of services and operations management
5
Journal of air transport management
5
Journal of travel and tourism marketing
5
The service industries journal
5
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
5
Cogent business & management
4
European journal of marketing
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
Manufacturing & service operations management : M & SOM
4
Marketing science : the marketing journal of the Institute for Operations Research and the Management Sciences
4
Technological forecasting & social change : an international journal
4
The Cornell hospitality quarterly
4
Academy of Management journal : AMJ
3
Asia Pacific journal of marketing and logistics
3
Business horizons
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ECONIS (ZBW)
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1
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:
2
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:
3
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:
4
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:
5
Please clap! : how customer service quality perception affects the authenticity of sustainability initiatives
Brockhaus, Sebastian
;
Amos, Clinton
;
Fawcett, Amydee M.
; …
- In:
Journal of marketing theory and practice
25
(
2017
)
4
,
pp. 396-420
Persistent link: https://www.econbiz.de/10011771059
Saved in:
6
Altruistic punishment : a consumer response to service failure
Silva, Renata Gonçalves Santos
;
Broilo, Patricia Liebesny
- In:
Journal of marketing theory and practice
25
(
2017
)
4
,
pp. 421-435
Persistent link: https://www.econbiz.de/10011771104
Saved in:
7
Managing consumer returns in a competitive environment
Shulman, Jeffrey D.
;
Coughlan, Anne T.
;
Savaskan, R. Canan
- In:
Management science : journal of the Institute for …
57
(
2011
)
2
,
pp. 347-362
Persistent link: https://www.econbiz.de/10008901438
Saved in:
8
Customers' relationship with the service firm and its sales personnel : does gender matter?
Cho, Yoon-na
;
Rutherford, Brian N.
- In:
Journal of marketing theory and practice
19
(
2011
)
3
,
pp. 325-336
Persistent link: https://www.econbiz.de/10009243277
Saved in:
9
Customer behavioral legitimacy in retail returns episodes : effects on retail salesperson role conflict
O'Brien, Matthew
;
Hill, Donna J.
;
Autry, Chad W.
- In:
Journal of marketing theory and practice
17
(
2009
)
3
,
pp. 251-266
Persistent link: https://www.econbiz.de/10003867499
Saved in:
10
Understanding the role of consumer motivation and salesperson behavior in inducing positive cognitive and emotional responses during a sales encounter
Mallalieu, Lynnea
;
Nakamoto, Kent
- In:
Journal of marketing theory and practice
16
(
2008
)
3
,
pp. 183-197
Persistent link: https://www.econbiz.de/10003735487
Saved in:
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