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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:"Emotion"
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Search: subject:"Nachkaufmarketing"
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Emotion
Customer service
56
Kundenservice
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Customer satisfaction
23
Dienstleistungsqualität
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Kundenzufriedenheit
23
Service quality
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Beziehungsmarketing
20
Relationship marketing
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Complaint management
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Consumer behaviour
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USA
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Work behaviour
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service recovery
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frontline employees
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service failure
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Contract theory
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Customer integration
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Gremler, Dwayne D.
2
Arnold, Todd J.
1
Beatty, Sharon E.
1
Birgelen, Marcel van
1
Black, William C.
1
Bock, Dora E.
1
Delcourt, Cécile
1
Folse, Judith Anne Garretson
1
Korschun, Daniel
1
Riel, Allard C. R. van
1
Sirianni, Nancy J.
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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
International journal of hospitality management
14
Journal of retailing and consumer services
12
The journal of services marketing
9
International journal of contemporary hospitality management
7
Journal of business research : JBR
6
Academy of Management journal : AMJ
5
Journal of service theory and practice : JSTP
5
Psychology & marketing
5
Journal of service management
4
Journal of service research
4
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
3
Personnel psychology : a journal of applied research
3
Industrial marketing management : the international journal for industrial and high-tech firms
2
Information & management : the internat. journal of management processes and systems ; journal of IFIP Users Group
2
Interaktionen im Dienstleistungsbereich
2
International journal of quality and service sciences
2
Journal of consumer research : JCR ; an interdisciplinary bimonthly
2
Journal of hospitality marketing & management
2
Journal of management : JOM
2
Journal of service theory and practice
2
Journal of travel research : a quarterly publication of the Travel and Tourism Research Association
2
Organizational behavior and human decision processes : a journal of fundamental research and theory in applied psychology
2
The Cornell hospitality quarterly
2
The service industries journal
2
Tourism management perspectives : TMP
2
A Research Agenda for Service Marketing
1
Administrative Sciences : open access journal
1
Advertising and communication : proceedings 4th International Conference on Research in Advertising (ICORIA), Saarland University, June 2 - 4, 2005, Saarbruecken
1
Aftersales in der Automobilwirtschaft : Konzepte für Ihren Erfolg
1
Applying predictive analytics within the service sector
1
Asia Pacific journal of management
1
Asia-Pacific journal of business administration
1
Australasian marketing journal
1
Baltic journal of management : BJM
1
Business horizons
1
Cogent business & management
1
Competitive advantage : strategies, management and performance
1
Consumer behavior review : CBR
1
Die Fachhochschule der Deutschen Bundesbank in Hachenburg : Festschrift für den langjährigen Rektor Prof. Dr. Dietrich Schönwitz
1
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ECONIS (ZBW)
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1
Emotional convergence in service relationships : the shared frontline experience of customers and employees
Zablah, Alex R.
;
Sirianni, Nancy J.
;
Korschun, Daniel
; …
- In:
Journal of service research : JSR
20
(
2017
)
1
,
pp. 76-90
Persistent link: https://www.econbiz.de/10011648260
Saved in:
2
Frontline employee customer-oriented attitude in the presence of job demands and resources : the influence upon deep and surface acting
Yoo, Jaewon
;
Arnold, Todd J.
- In:
Journal of service research : JSR
19
(
2016
)
1
,
pp. 102-117
Persistent link: https://www.econbiz.de/10011433187
Saved in:
3
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
Saved in:
4
When frontline employee behavior backfires : distinguishing between customer gratitude and indebtedness and their impact on relational behaviors
Bock, Dora E.
;
Folse, Judith Anne Garretson
;
Black, …
- In:
Journal of service research : JSR
19
(
2016
)
3
,
pp. 322-336
Persistent link: https://www.econbiz.de/10011665447
Saved in:
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