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~isPartOf:"Journal of service research : JSR"
~isPartOf:"Management science : journal of the Institute for Operations Research and the Management Sciences"
~isPartOf:"The journal of business & industrial marketing"
~subject:"Dienstleistungsqualität"
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Search: subject:"Nachkaufmarketing"
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Dienstleistungsqualität
Customer service
56
Kundenservice
56
Customer satisfaction
23
Kundenzufriedenheit
23
Service quality
23
Beziehungsmarketing
20
Relationship marketing
20
Beschwerdemanagement
11
Complaint management
11
Consumer behaviour
11
Konsumentenverhalten
11
Dienstleistungssektor
8
Service industry
8
B-to-B-Marketing
6
Business-to-business marketing
6
Salespeople
6
Verkaufspersonal
6
Arbeitsverhalten
5
Lieferantenmanagement
5
Supplier relationship management
5
USA
5
United States
5
Work behaviour
5
service recovery
5
Dienstleistung
4
Emotion
4
Services
4
frontline employees
4
service failure
4
Arbeitskräfte
3
Arbeitszufriedenheit
3
Contract theory
3
Customer integration
3
Dienstleistungsberufe
3
Dienstleistungsmanagement
3
Job satisfaction
3
Kundenintegration
3
Lieferkette
3
Service management
3
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Article
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23
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English
23
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Dagger, Tracey S.
2
Danaher, Peter J.
2
Tsarenko, Yelena
2
Alavi, Sascha
1
Auh, Seigyoung
1
Barnes, Donald C.
1
Bellos, Ioannis
1
Birgelen, Marcel van
1
Brady, Michael K.
1
Buell, Ryan W.
1
Campbell, Dennis W.
1
Campos, Jose Antonio
1
Capella, Michael L.
1
Collier, Joel E.
1
Delcourt, Cécile
1
Dong, Beibei
1
Doorn, Jenny van
1
Evans, Kenneth R.
1
Fisher, Michelle
1
Frei, Frances X.
1
Gabbott, Mark
1
Gelbrich, Katja
1
Gentlemen, Gramercy
1
Gibbs, Brian J.
1
Gremler, Dwayne D.
1
Grewal, Dhruv
1
Grégoire, Yany
1
Gäthke, Jana
1
Habel, Johannes
1
Haddad, Abeer
1
Hill, Ronald Paul
1
Hopkins, Lucas M.
1
Hsieh, J. J. Po-an
1
Hulland, John
1
Jayawardhena, Chanaka
1
Kaya, Ilker
1
Kowalkowski, Christian
1
Larivière, Bart
1
Liu, Nan
1
McColl-Kennedy, Janet R.
1
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Journal of service research : JSR
Management science : journal of the Institute for Operations Research and the Management Sciences
The journal of business & industrial marketing
Journal of retailing and consumer services
58
International journal of hospitality management
55
The journal of services marketing
54
Journal of business research : JBR
38
Journal of service management
21
Journal of service research
20
International journal of contemporary hospitality management
19
The service industries journal
17
Journal of hospitality marketing & management
15
Journal of service theory and practice
14
Services marketing quarterly
12
International journal of services and operations management
10
Journal of air transport management
10
Journal of the Academy of Marketing Science
10
Service business
10
Journal of service theory and practice : JSTP
9
Psychology & marketing
9
The TQM journal : the international review of organizational improvement
9
International journal of quality and service sciences
8
Managing service quality : MSQ ; an international journal
8
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
8
Tourism management : research, policies, practice
8
International journal of business and economics
7
International journal of services, economics and management
7
Journal of travel and tourism marketing
7
The Cornell hospitality quarterly
7
Asia Pacific journal of marketing and logistics
6
Cogent business & management
6
European journal of marketing
6
Industrial marketing management : the international journal for industrial and high-tech firms
6
International journal of consumer studies
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
Journal of retailing
6
Marketing letters : a journal of research in marketing
6
Benchmarking : an international journal ; BIJ
5
Business horizons
5
European journal of marketing : EJM
5
International journal of productivity and quality management : IJPQM
5
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ECONIS (ZBW)
23
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1
Putting the "service" into B2B marketing : key developments in service research and their relevance for B2B
Wirtz, Jochen
;
Kowalkowski, Christian
- In:
The journal of business & industrial marketing
38
(
2023
)
2
,
pp. 272-289
Persistent link: https://www.econbiz.de/10013539114
Saved in:
2
Customer prioritization, product complexity and business ties : implications for job stress and customer service performance
Yeniaras, Volkan
;
Kaya, Ilker
- In:
The journal of business & industrial marketing
37
(
2022
)
2
,
pp. 417-432
Persistent link: https://www.econbiz.de/10012798432
Saved in:
3
Moving from a goods- to a service-oriented organization : a perspective on the role of corporate culture and human resource management
Zabala, Kristina
;
Campos, Jose Antonio
;
Narvaiza, Lorea
- In:
The journal of business & industrial marketing
37
(
2022
)
6
,
pp. 1197-1207
Persistent link: https://www.econbiz.de/10013400009
Saved in:
4
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:
5
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:
6
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:
7
A customer scorned : effects of employee reprimands in frontline service encounters
Pugh, Harrison B.
;
Brady, Michael K.
;
Hopkins, Lucas M.
- In:
Journal of service research : JSR
21
(
2018
)
2
,
pp. 219-234
Persistent link: https://www.econbiz.de/10011855801
Saved in:
8
Domo arigato Mr. Roboto : emergence of automated social presence in organizational frontlines and customers’ service experiences
Doorn, Jenny van
;
Mende, Martin
;
Noble, Stephanie M.
; …
- In:
Journal of service research : JSR
20
(
2017
)
1
,
pp. 43-58
Persistent link: https://www.econbiz.de/10011647482
Saved in:
9
Antiservice as guiding maxim : tough lessons from a maximum security prison
Hill, Ronald Paul
;
Capella, Michael L.
;
Rapp, Justine M.
; …
- In:
Journal of service research : JSR
19
(
2016
)
1
,
pp. 57-71
Persistent link: https://www.econbiz.de/10011433173
Saved in:
10
Employee emotional competence : construct conceptualization and validation of a customer-based measure
Delcourt, Cécile
;
Gremler, Dwayne D.
;
Riel, Allard C. …
- In:
Journal of service research : JSR
19
(
2016
)
1
,
pp. 72-87
Persistent link: https://www.econbiz.de/10011433201
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