//--> //--> //--> //-->
Toggle navigation
Logout
Change account settings
EN
DE
ES
FR
A-Z
Beta
About EconBiz
News
Thesaurus (STW)
Research Skills
Help
EN
DE
ES
FR
My account
Logout
Change account settings
Login
Publications
Events
Your search terms
Search
Retain my current filters
~isPartOf:"Journal of service theory and practice : JSTP"
~isPartOf:"Marketing letters : a journal of research in marketing"
~subject:"Customer satisfaction"
~subject:"Online-Handel"
Search options
All Fields
Title
Exact title
Subject
Author
Institution
ISBN/ISSN
Published in...
Publisher
Open Access only
Advanced
Search history
My EconBiz
Favorites
Loans
Reservations
Fines
You are here:
Home
Search: subject_exact:"After-sales service"
Narrow search
Delete all filters
| 4 applied filters
Year of publication
From:
To:
Subject
All
Customer satisfaction
Online-Handel
Customer service
21
Kundenservice
21
Dienstleistungsqualität
15
Service quality
15
Kundenzufriedenheit
14
Beziehungsmarketing
13
Relationship marketing
13
Beschwerdemanagement
8
Complaint management
8
Consumer behaviour
8
Konsumentenverhalten
8
Emotion
6
Service recovery
6
Service failure
4
Arbeitsverhalten
3
Work behaviour
3
Arbeitszufriedenheit
2
Customer delight
2
Dienstleistungssektor
2
Frontline employees
2
Job satisfaction
2
Meta-Analyse
2
Meta-analysis
2
Service industry
2
Stress
2
Work stress
2
Absorptive capacity
1
Acculturation
1
Anforderungsprofil
1
Anger
1
Artificial intelligence
1
Assimilation
1
Attractiveness of alternatives
1
Bad-Mouthing Behavior
1
Bank
1
Banking industry
1
Betriebliche Wertschöpfung
1
Call centre
1
Call centres
1
more ...
less ...
Online availability
All
Undetermined
11
Free
1
Type of publication
All
Article
14
Type of publication (narrower categories)
All
Article in journal
14
Aufsatz in Zeitschrift
14
Language
All
English
14
Author
All
Gouthier, Matthias
2
Ludwig, Nadine L.
2
Aparicio-Valverde, Mireia
1
Arsenovic, Jasenko
1
Barnes, Donald C.
1
Batt, Resemary
1
Béal, Mathieu
1
Chicu, Dorina
1
Chiew, Tung Moi
1
Costers, Annelies
1
Edvardsson, Bo
1
Ellinger, Alexander E.
1
Gaur, Sanjaya Singh
1
Grégoire, Yany
1
Hazée, Simon
1
Heidenreich, Sven
1
Herjanto, Halimin
1
Kingshott, Russel P. J.
1
Kleinaltenkamp, Michael
1
Krämer, Tobias
1
Li, Chia-Ying
1
Mathies, Christine
1
Mothersbaugh, David L.
1
Newton, Fiona J.
1
Newton, Joshua D.
1
Orsingher, Chiara
1
Otterbring, Tobias
1
Polyakova, Alexandra
1
Ramseook-Munhurrun, Prabha
1
Reynolds, Kristy E.
1
Ryan, Gerard
1
Sabadie, William
1
Sharma, Piyush
1
Shin, Hyunju
1
Tronvoll, Bård
1
Valentini, Sara
1
Van Vaerenbergh, Yves
1
Wong, Jimmy
1
Yeh, Ching-Wen
1
more ...
less ...
Published in...
All
Journal of service theory and practice : JSTP
Marketing letters : a journal of research in marketing
Journal of retailing and consumer services
50
The journal of services marketing
46
International journal of hospitality management
42
Journal of business research : JBR
38
Journal of service research
19
Journal of service research : JSR
18
The service industries journal
14
International journal of contemporary hospitality management
13
Journal of hospitality marketing & management
13
Journal of retailing
12
Journal of service theory and practice
12
Journal of service management
11
Services marketing quarterly
11
Psychology & marketing
10
Service business
10
The TQM journal : the international review of organizational improvement
10
International journal of business and economics
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
European journal of marketing
7
Journal of air transport management
7
Journal of the Academy of Marketing Science
7
European journal of marketing : EJM
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 travel and tourism marketing
6
The Cornell hospitality quarterly
6
Asia Pacific journal of marketing and logistics
5
Cogent business & management
5
European research studies
5
International journal of business information systems : IJBIS
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
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
5
The international review of retail, distribution and consumer research
5
Tourism management perspectives : TMP
5
more ...
less ...
Source
All
ECONIS (ZBW)
14
Showing
1
-
10
of
14
Sort
relevance
articles prioritized
date (newest first)
date (oldest first)
1
Money for nothing : the impact of compensation on customers' bad-mouthing in service recovery encounters
Arsenovic, Jasenko
;
Edvardsson, Bo
;
Otterbring, Tobias
; …
- In:
Marketing letters : a journal of research in marketing
34
(
2023
)
1
,
pp. 69-82
Persistent link: https://www.econbiz.de/10014265992
Saved in:
2
Customers' emotions in service failure and recovery : a meta-analysis
Valentini, Sara
;
Orsingher, Chiara
;
Polyakova, Alexandra
- In:
Marketing letters : a journal of research in marketing
31
(
2020
)
2/3
,
pp. 199-216
Persistent link: https://www.econbiz.de/10012301451
Saved in:
3
The effects of relationship length on customer profitability after a service recovery
Béal, Mathieu
;
Sabadie, William
;
Grégoire, Yany
- In:
Marketing letters : a journal of research in marketing
30
(
2019
)
3/4
,
pp. 293-305
Persistent link: https://www.econbiz.de/10012144812
Saved in:
4
Customer participation in service recovery : a meta-analysis
Van Vaerenbergh, Yves
;
Hazée, Simon
;
Costers, Annelies
- In:
Marketing letters : a journal of research in marketing
29
(
2018
)
4
,
pp. 465-483
Persistent link: https://www.econbiz.de/10011964332
Saved in:
5
Customer delight : universal remedy or a double-edged sword?
Ludwig, Nadine L.
;
Heidenreich, Sven
;
Krämer, Tobias
; …
- In:
Journal of service theory and practice : JSTP
27
(
2017
)
1
,
pp. 23-46
Persistent link: https://www.econbiz.de/10011601104
Saved in:
6
Observing delightful experiences of other customers : the double-edged sword of jealousy and joy
Ludwig, Nadine L.
;
Barnes, Donald C.
;
Gouthier, Matthias
- In:
Journal of service theory and practice : JSTP
27
(
2017
)
1
,
pp. 145-163
Persistent link: https://www.econbiz.de/10011602729
Saved in:
7
Employing proactive interaction for service failure prevention to improve customer service experiences
Shin, Hyunju
;
Ellinger, Alexander E.
;
Mothersbaugh, David L.
- In:
Journal of service theory and practice : JSTP
27
(
2017
)
1
,
pp. 164-186
Persistent link: https://www.econbiz.de/10011602742
Saved in:
8
Impact of frontline service employees' acculturation behaviours on customer satisfaction and commitment in intercultural service encounters
Gaur, Sanjaya Singh
;
Sharma, Piyush
;
Herjanto, Halimin
; …
- In:
Journal of service theory and practice : JSTP
27
(
2017
)
6
,
pp. 1105-1121
Persistent link: https://www.econbiz.de/10011811524
Saved in:
9
A critical incident technique investigation of customers’ waiting experiences in service encounters
Ramseook-Munhurrun, Prabha
- In:
Journal of service theory and practice : JSTP
26
(
2016
)
3
,
pp. 246-272
Persistent link: https://www.econbiz.de/10011528280
Saved in:
10
The antecedents and consequences of humour for service : a review and directions for research
Mathies, Christine
;
Chiew, Tung Moi
;
Kleinaltenkamp, Michael
- In:
Journal of service theory and practice : JSTP
26
(
2016
)
2
,
pp. 137-162
Persistent link: https://www.econbiz.de/10011515343
Saved in:
1
2
Next
Last
Results per page
10
25
50
100
250
A service of the
zbw
×
Loading...
//-->