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~isPartOf:"Journal of service research : JSR"
~isPartOf:"Managing service quality : MSQ ; an international journal"
~subject:"Complaint management"
~subject:"Salespeople"
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Search: subject_exact:"Kunden-Hotline"
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Complaint management
Salespeople
Customer service
53
Kundenservice
53
Customer satisfaction
26
Kundenzufriedenheit
26
Beziehungsmarketing
24
Dienstleistungsqualität
24
Relationship marketing
24
Service quality
24
Consumer behaviour
14
Konsumentenverhalten
14
Beschwerdemanagement
13
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8
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Arbeitsverhalten
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Verkaufspersonal
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service recovery
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frontline employees
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service failure
4
Service recovery
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Tourism employees
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Tourismusberufe
3
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2
Contingency theory
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18
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Larivière, Bart
3
Van Vaerenbergh, Yves
3
Tsarenko, Yelena
2
Vermeir, Iris
2
Arnold, Todd
1
Arnold, Todd J.
1
Auh, Seigyoung
1
Barnes, Donald C.
1
Black, William C.
1
Bock, Dora E.
1
Brady, Michael
1
Brady, Michael K.
1
Brown, Tom
1
Capella, Michael L.
1
Cheng, Yu-chi
1
Chih, Wen-hai
1
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1
Cunha, Miguel Pina e
1
De Keyser, Arne
1
Dong, Beibei
1
Evans, Kenneth R.
1
Fisher, Michelle
1
Folse, Judith Anne Garretson
1
Gabbott, Mark
1
Gelbrich, Katja
1
Gentlemen, Gramercy
1
Grégoire, Yany
1
Gäthke, Jana
1
Haddad, Abeer
1
Hill, Ronald Paul
1
Hindman, Dustin
1
Hopkins, Lucas M.
1
Hsu, Li-chun
1
Kamoche, Ken
1
Mengüç, Bülent
1
Mok, Wai Hoe
1
Orsingher, Chiara
1
Pugh, Harrison B.
1
Rapp, Justine M.
1
Rego, Arménio
1
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Journal of service research : JSR
Managing service quality : MSQ ; an international journal
Journal of business research : JBR
27
International journal of hospitality management
17
The journal of services marketing
17
Journal of retailing and consumer services
16
The service industries journal
12
Journal of service research
11
Journal of retailing
10
Journal of service theory and practice
8
Psychology & marketing
8
International journal of contemporary hospitality management
7
Gabler Edition Wissenschaft
6
Journal of the Academy of Marketing Science
6
International journal of quality and service sciences
5
Journal of hospitality marketing & management
5
Journal of service management
5
Marketing letters : a journal of research in marketing
5
Service business
5
Services marketing quarterly
5
The journal of personal selling & sales management : JPSSM
5
Business horizons
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
SpringerLink / Bücher
4
Tourism management : research, policies, practice
4
European journal of marketing
3
European journal of marketing : EJM
3
Ilmenauer Schriften zur Betriebswirtschaftslehre
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
Management science : journal of the Institute for Operations Research and the Management Sciences
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
Cogent business & management
2
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ECONIS (ZBW)
18
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1
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:
2
The emergent field of organizational frontlines
Singh, Jagdip
;
Brady, Michael
;
Arnold, Todd
;
Brown, Tom
- In:
Journal of service research : JSR
20
(
2017
)
1
,
pp. 3-11
Persistent link: https://www.econbiz.de/10011647467
Saved in:
3
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:
4
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:
5
Recovering coproduced service failures : antecedents, consequences, and moderators of locus of recovery
Dong, Beibei
;
Sivakumar, K.
;
Evans, Kenneth R.
;
Zou, …
- In:
Journal of service research : JSR
19
(
2016
)
3
,
pp. 291-306
Persistent link: https://www.econbiz.de/10011665411
Saved in:
6
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:
7
The positive effects of customers’ power on their behavioral responses after service failure
Sembada, Agung
;
Tsarenko, Yelena
;
Tojib, Dewi
- In:
Journal of service research : JSR
19
(
2016
)
3
,
pp. 337-351
Persistent link: https://www.econbiz.de/10011665459
Saved in:
8
How much compensation should a firm offer for a flawed service? : an examination of the nonlinear effects of compensation on satisfaction
Gelbrich, Katja
;
Gäthke, Jana
;
Grégoire, Yany
- In:
Journal of service research : JSR
18
(
2015
)
1
,
pp. 107-123
Persistent link: https://www.econbiz.de/10010483434
Saved in:
9
Customer intentions to ivoke service guarantees : do excellence in service recovery, type of guarantee and cultural orientation matter?
Van Vaerenbergh, Yves
;
De Keyser, Arne
;
Larivière, Bart
- In:
Managing service quality : MSQ ; an international journal
24
(
2014
)
1
,
pp. 45-62
Persistent link: https://www.econbiz.de/10010252064
Saved in:
10
Does relationship matter? : customers' response to service failure
Tsai, Chia-ching
;
Yang, Yung-kai
;
Cheng, Yu-chi
- In:
Managing service quality : MSQ ; an international journal
24
(
2014
)
2
,
pp. 139-159
Persistent link: https://www.econbiz.de/10010254024
Saved in:
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