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~isPartOf:"Journal of retailing"
~isPartOf:"Management science : journal of the Institute for Operations Research and the Management Sciences"
~subject:"Job satisfaction"
~subject:"Kundenzufriedenheit"
~subject:"Marketing theory"
~subject:"Marketingtheorie"
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Search: subject:"Nachkaufmarketing"
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Job satisfaction
Kundenzufriedenheit
Marketing theory
Marketingtheorie
Customer service
27
Kundenservice
27
Consumer behaviour
11
Customer satisfaction
11
Konsumentenverhalten
11
Beschwerdemanagement
9
Beziehungsmarketing
9
Complaint management
9
Dienstleistungsqualität
9
Relationship marketing
9
Service quality
9
Einzelhandel
8
Retail trade
8
Online retailing
4
Online-Handel
4
Salespeople
4
Verkaufspersonal
4
Contract theory
3
Frontline employees
3
Leistungsmotivation
3
Lieferkette
3
Product quality
3
Produktqualität
3
Supply chain
3
Vertragstheorie
3
Work motivation
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Aerospace industry
2
Arbeitszufriedenheit
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Business process management
2
Customer experience
2
Luftfahrtindustrie
2
Perception
2
Product returns
2
Prozessmanagement
2
Queueing theory
2
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English
12
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Gustafsson, Anders
2
Bellos, Ioannis
1
Bolton, Ruth N.
1
Buell, Ryan W.
1
Cambra-Fierro, Jesus
1
Campbell, Dennis W.
1
Caruelle, Delphine
1
Dahlén, Micael
1
Danaher, Tracey S.
1
Frei, Frances X.
1
Fumagalli, Elena
1
Ganesan, Shankar
1
Gremler, Dwayne D.
1
Grewal, Dhruv
1
Gwinner, Kevin P.
1
Hess, Ronald L.
1
Holmqvist, Jonas
1
Klein, Noreen M.
1
Lervik-Olsen, Line
1
Li, Yi
1
Lunardo, Renaud
1
Maxham, James G., III.
1
Melero, Iguacel
1
Netemeyer, Richard G.
1
Roggeveen, Anne L.
1
Sesé, F. Javier
1
Sok, Keo Mony
1
Sok, Phyra
1
Tarasi, Crina O.
1
Tsiros, Michael
1
Van Vaerenbergh, Yves
1
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Journal of retailing
Management science : journal of the Institute for Operations Research and the Management Sciences
The journal of services marketing
49
Journal of retailing and consumer services
48
International journal of hospitality management
47
Journal of business research : JBR
38
Journal of service research : JSR
20
Journal of service research
19
International journal of contemporary hospitality management
15
The service industries journal
14
Journal of hospitality marketing & management
13
Journal of service management
11
Journal of service theory and practice
11
Service business
11
Services marketing quarterly
11
Journal of service theory and practice : JSTP
10
The TQM journal : the international review of organizational improvement
10
Managing service quality : MSQ ; an international journal
9
International journal of business and economics
8
Journal of the Academy of Marketing Science
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
European journal of marketing : EJM
7
Journal of air transport management
7
The Cornell hospitality quarterly
7
Cogent business & management
6
International journal of quality and service sciences
6
International journal of services and operations management
6
International journal of services, economics and management
6
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
6
Journal of travel and tourism marketing
6
The international review of retail, distribution and consumer research
6
Asia Pacific journal of marketing and logistics
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 production economics
5
International journal of productivity and quality management : IJPQM
5
Marketing letters : a journal of research in marketing
5
Tourism management perspectives : TMP
5
Australasian marketing journal
4
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ECONIS (ZBW)
12
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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
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
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:
9
The effect of compensation on repurchase intentions in service recovery
Grewal, Dhruv
;
Roggeveen, Anne L.
;
Tsiros, Michael
- In:
Journal of retailing
84
(
2008
)
4
,
pp. 424-434
Persistent link: https://www.econbiz.de/10003794937
Saved in:
10
Rapport-building behaviors used by retail employees
Gremler, Dwayne D.
;
Gwinner, Kevin P.
- In:
Journal of retailing
84
(
2008
)
3
,
pp. 308-324
Persistent link: https://www.econbiz.de/10003782192
Saved in:
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