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~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:"Beschwerdemanagement"
~subject:"Customer experience"
~subject:"Verkaufspersonal"
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Search: subject:"Nachkaufmarketing"
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Beschwerdemanagement
Customer experience
Verkaufspersonal
Customer service
37
Kundenservice
37
Customer satisfaction
14
Kundenzufriedenheit
14
Dienstleistungsqualität
13
Service quality
13
Beziehungsmarketing
12
Consumer behaviour
12
Konsumentenverhalten
12
Relationship marketing
12
Complaint management
9
Einzelhandel
8
Retail trade
8
B-to-B-Marketing
5
Business-to-business marketing
5
Lieferantenmanagement
4
Online retailing
4
Online-Handel
4
Salespeople
4
Supplier relationship management
4
Contract theory
3
Frontline employees
3
Leistungsmotivation
3
Lieferkette
3
Product quality
3
Product returns
3
Produktqualität
3
Supply chain
3
Vertragstheorie
3
Work motivation
3
Aerospace industry
2
Arbeitszufriedenheit
2
Business process management
2
Customer value
2
Dienstleistung
2
Dienstleistungssektor
2
E-commerce
2
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8
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Article
15
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15
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15
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English
15
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Angell, Robert J.
1
Boyd, Eric
1
Breazeale, Michael J.
1
Calantone, Roger J.
1
Cambra-Fierro, Jesus
1
Caruelle, Delphine
1
Chen, Lin
1
Chiang, Jeongwen
1
Cho, Soo-Haeng
1
Coughlan, Anne T.
1
Dahlén, Micael
1
Danaher, Tracey S.
1
Esmark, Carol L.
1
Freling, Ryan
1
Ganesan, Shankar
1
Gremler, Dwayne D.
1
Grewal, Dhruv
1
Gustafsson, Anders
1
Gwinner, Kevin P.
1
Hess, Ronald L.
1
Holmqvist, Jonas
1
Hult, G. Tomas M.
1
Janakiraman, Narayan
1
Kim, Junyong
1
Klein, Noreen M.
1
Lervik-Olsen, Line
1
Lunardo, Renaud
1
Marder, Ben
1
Melero, Iguacel
1
Nageswaran, Leela
1
Noble, Stephanie M.
1
Roggeveen, Anne L.
1
Savaskan, R. Canan
1
Scheller-Wolf, Alan
1
Sesé, F. Javier
1
Shulman, Jeffrey D.
1
Sinha, Kingshuk K.
1
Sok, Keo Mony
1
Sok, Phyra
1
Srydal, Holly A.
1
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Journal of retailing
Management science : journal of the Institute for Operations Research and the Management Sciences
The journal of business & industrial marketing
Journal of business research : JBR
33
The journal of services marketing
22
International journal of hospitality management
19
Journal of retailing and consumer services
17
Journal of service research : JSR
13
The service industries journal
12
Journal of service research
11
Journal of service theory and practice
10
Psychology & marketing
8
International journal of contemporary hospitality management
7
Gabler Edition Wissenschaft
6
Journal of service management
6
Journal of the Academy of Marketing Science
6
Ilmenauer Schriften zur Betriebswirtschaftslehre
5
International journal of quality and service sciences
5
Journal of hospitality marketing & management
5
Managing service quality : MSQ ; an international journal
5
Marketing letters : a journal of research in marketing
5
Service business
5
Services marketing quarterly
5
SpringerLink / Bücher
5
The journal of personal selling & sales management : JPSSM
5
Business horizons
4
European journal of marketing
4
Industrial marketing management : the international journal for industrial and high-tech firms
4
International journal of operations & production management : IJOPM ; the official journal of the European Operations Management Association, EUROMA
4
Journal of service theory and practice : JSTP
4
Tourism management : research, policies, practice
4
European journal of marketing : EJM
3
International journal of business information systems : IJBIS
3
International journal of services and operations management
3
International journal of services, economics and management
3
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
3
The international review of retail, distribution and consumer research
3
Academy of Management journal : AMJ
2
Asia Pacific journal of marketing and logistics
2
Asia-Pacific journal of business administration
2
Business process management journal
2
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ECONIS (ZBW)
15
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1
Multiple psychological climates and employee self-regulatory focus : implications for frontline employee work behavior and service performance
Sok, Keo Mony
;
Danaher, Tracey S.
;
Sok, Phyra
- In:
Journal of retailing
99
(
2023
)
2
,
pp. 228-246
Persistent link: https://www.econbiz.de/10014321977
Saved in:
2
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:
3
How and why (imagined) online reviews impact frontline retail encounters
Marder, Ben
;
Angell, Robert J.
;
Boyd, Eric
- In:
Journal of retailing
99
(
2023
)
2
,
pp. 265-279
Persistent link: https://www.econbiz.de/10014321993
Saved in:
4
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:
5
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:
6
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:
7
I'll be watching you : shoppers' reactions to perceptions of being watched by employees
Esmark, Carol L.
;
Noble, Stephanie M.
;
Breazeale, Michael J.
- In:
Journal of retailing
93
(
2017
)
3
,
pp. 336-349
Persistent link: https://www.econbiz.de/10011744852
Saved in:
8
The effect of return policy leniency on consumer purchase and return decisions : a meta-analytic review
Janakiraman, Narayan
;
Srydal, Holly A.
;
Freling, Ryan
- In:
Journal of retailing
92
(
2016
)
2
,
pp. 226-235
Persistent link: https://www.econbiz.de/10011505034
Saved in:
9
Managing complaints to improve customer profitability
Cambra-Fierro, Jesus
;
Melero, Iguacel
;
Sesé, F. Javier
- In:
Journal of retailing
91
(
2015
)
1
,
pp. 109-124
Persistent link: https://www.econbiz.de/10010500745
Saved in:
10
How retailers' recommendation and return policies alter product evaluations
Kim, Junyong
;
Wansink, Brian
- In:
Journal of retailing
88
(
2012
)
4
,
pp. 528-541
Persistent link: https://www.econbiz.de/10009707072
Saved in:
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