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~isPartOf:"Psychology & marketing"
~subject:"Handelsmarketing"
~subject:"Service quality"
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Search: subject_exact:"After-Sales-Management"
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Handelsmarketing
Service quality
Customer service
20
Kundenservice
20
Consumer behaviour
13
Konsumentenverhalten
13
Dienstleistungsqualität
9
Customer satisfaction
8
Kundenzufriedenheit
8
Beschwerdemanagement
7
Complaint management
7
Beziehungsmarketing
6
Relationship marketing
6
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United States
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Emotion
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service failure
5
Cognition
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Dienstleistungssektor
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Einzelhandel
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Retail trade
3
Service industry
3
service recovery
3
Artificial intelligence
2
Künstliche Intelligenz
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Online retailing
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Online-Handel
2
frontline employee
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rapport
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Arbeitszufriedenheit
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Black people
1
Call centre
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Callcenter
1
Comparison
1
Confidence
1
Consumer goods
1
Consumer preferences
1
Coping strategy
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Coping-Strategie
1
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Ates, Zelal
1
Bachrach, Daniel G.
1
Baker, Thomas L.
1
Blaurock, Marah
1
Borghi, Matteo
1
Büttgen, Marion
1
Campbell, Colin L.
1
Cusin, Julien
1
Flacandji, Michaël
1
Garbas, Janina
1
Hassan, Louise
1
Jaramillo, Susana
1
Lindsey-Hall, Kristina K.
1
Lunardo, Renaud
1
MacQuilken, Lisa
1
Mariani, Marcello M.
1
Park, Jihye
1
Pitt, Leyland F.
1
Plangger, Kirk
1
Ringer, Allison
1
Robertson, Nichola
1
Rotman, Jeffrey
1
Sands, Sean
1
Schaarschmidt, Mario
1
Shiu, Edward
1
Su, Lei
1
Vega, Rodrigo P.
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Walsh, Gianfranco
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Wan, Lisa C.
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Wirtz, Jochen
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Psychology & 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 service research : JSR
16
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
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)
9
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9
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1
The impact of service robots on customer satisfaction online ratings : the moderating effects of rapport and contextual review factors
Borghi, Matteo
;
Mariani, Marcello M.
;
Vega, Rodrigo P.
; …
- In:
Psychology & marketing
40
(
2023
)
11
,
pp. 2355-2369
Persistent link: https://www.econbiz.de/10014432406
Saved in:
2
When and why signaling frontline employee inexperience can prove to be an asset : effects on consumer forgiveness for service failure
Flacandji, Michaël
;
Cusin, Julien
;
Lunardo, Renaud
- In:
Psychology & marketing
40
(
2023
)
12
,
pp. 2728-2742
Persistent link: https://www.econbiz.de/10014432547
Saved in:
3
The customer is often wrong : investigating the influence of customer failures and apologies on frontline service employee well-being
Robertson, Nichola
;
Rotman, Jeffrey
;
MacQuilken, Lisa
; …
- In:
Psychology & marketing
40
(
2023
)
4
,
pp. 825-844
Persistent link: https://www.econbiz.de/10014290864
Saved in:
4
How can customers cope with cognitive demands of professional services? : the role of employee coping support
Garbas, Janina
;
Blaurock, Marah
;
Büttgen, Marion
; …
- In:
Psychology & marketing
40
(
2023
)
5
,
pp. 867-887
Persistent link: https://www.econbiz.de/10014290866
Saved in:
5
Buffer bots : the role of virtual service agents in mitigating negative effects when service fails
Sands, Sean
;
Campbell, Colin L.
;
Plangger, Kirk
;
Pitt, …
- In:
Psychology & marketing
39
(
2022
)
11
,
pp. 2039-2054
Persistent link: https://www.econbiz.de/10013465140
Saved in:
6
Digital presence in service recovery : the interactive effect of customer salutations and employee photographs in email signatures
Walsh, Gianfranco
;
Shiu, Edward
;
Schaarschmidt, Mario
; …
- In:
Psychology & marketing
39
(
2022
)
12
,
pp. 2361-2383
Persistent link: https://www.econbiz.de/10013465198
Saved in:
7
An examination of frontline employee-customer incidental similarities in service failure and recovery contexts
Lindsey-Hall, Kristina K.
;
Jaramillo, Susana
;
Baker, …
- In:
Psychology & marketing
40
(
2023
)
6
,
pp. 1047-1060
Persistent link: https://www.econbiz.de/10014291713
Saved in:
8
The influence of frontline employee self-disclosure about products in a retail store on customer trust in the retailer in the context of service encounters
Park, Jihye
;
Yi, Youjae
- In:
Psychology & marketing
40
(
2023
)
7
,
pp. 1417-1430
Persistent link: https://www.econbiz.de/10014291940
Saved in:
9
The contrasting influences of incidental anger and fear on responses to a service failure
Su, Lei
;
Wan, Lisa C.
;
Wyer, Robert S.
- In:
Psychology & marketing
35
(
2018
)
9
,
pp. 666-675
Persistent link: https://www.econbiz.de/10011970127
Saved in:
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