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~isPartOf:"The service industries journal"
~subject:"Beschwerdemanagement"
~subject:"Measurement"
~subject:"Vertrauen"
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Beschwerdemanagement
Measurement
Vertrauen
Customer service
33
Kundenservice
33
Dienstleistungsqualität
17
Service quality
17
Beziehungsmarketing
16
Relationship marketing
16
Customer satisfaction
14
Kundenzufriedenheit
14
Dienstleistungssektor
8
Service industry
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Complaint management
7
Consumer behaviour
5
Dienstleistung
5
Konsumentenverhalten
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Salespeople
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Services
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Verkaufspersonal
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Customer integration
4
Kundenintegration
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Confidence
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Artificial intelligence
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Bank
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Customer value
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E-commerce
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Electronic Commerce
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Emotion
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Employee retention
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Firm performance
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Großbritannien
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Informationstechnik
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11
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English
11
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Ashill, Nicholas
1
Canter, Deborah D.
1
Cantor, Victor John M.
1
Chang, Chai-jung
1
Cheng, Yin-hui
1
Choi, Beom Joon
1
Chuang, Shih-chieh
1
Das, Saini
1
Edvardsson, Bo
1
Falter, Mareike
1
Gruenewald, Kira
1
Hadwich, Karsten
1
Homayounfard, Amir
1
Iglesias Argu͏̈elles, Víctor
1
Isaeva, Neve
1
Joshi, Arun
1
Kavanagh, Michael J.
1
Kim, Wansoo
1
La, Suna
1
Lages, Cristiana R.
1
Li, Richard C.
1
Malhotra, Neeru
1
Michel, John W.
1
Nim, Shubhi
1
Ok, Chihyung
1
Prakash, Ashish Viswanath
1
Saunders, Mark
1
Tews, Michael J.
1
Tronvoll, Bård
1
Varela Neira, Concepción
1
Vázquez Casielles, Rodolfo
1
Xu, Yingzi
1
Yang, Shun-wen
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The service industries journal
Journal of business research : JBR
21
International journal of hospitality management
17
The journal of services marketing
16
Journal of retailing and consumer services
15
Journal of service research : JSR
9
Journal of service theory and practice
8
Psychology & marketing
8
International journal of contemporary hospitality management
6
Journal of hospitality marketing & management
6
Journal of retailing
6
Journal of service research
6
International journal of operations & production management : IJOPM ; the official journal of the European Operations Management Association, EUROMA
5
International journal of quality and service sciences
5
Managing service quality : MSQ ; an international journal
5
Marketing letters : a journal of research in marketing
5
Service business
5
Services marketing quarterly
5
Business horizons
4
International journal of services, economics and management
4
Journal of the Academy of Marketing Science
4
Cogent business & management
3
European journal of marketing : EJM
3
Gabler Edition Wissenschaft
3
Ilmenauer Schriften zur Betriebswirtschaftslehre
3
International journal of business information systems : IJBIS
3
Journal of air transport management
3
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
3
Journal of service management
3
Journal of service theory and practice : JSTP
3
Journal of travel and tourism marketing
3
Management science : journal of the Institute for Operations Research and the Management Sciences
3
SpringerLink / Bücher
3
Academy of Management journal : AMJ
2
Asia Pacific journal of marketing and logistics
2
Asia-Pacific journal of business administration
2
Australasian marketing journal
2
Australasian marketing journal : AMJ ; official journal of the Australia-New Zealand Marketing Academy (ANZMAC)
2
Customer Relationship Management : neue CRM-Best-Practice-Fallstudien und -Konzepte zu Prozessen, Organisation, Mitarbeiterführung und Technologie
2
Dienstleistungsproduktivität : mit mobilen Assistenzsystemen zum Unternehmenserfolg
2
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ECONIS (ZBW)
11
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1
Determinants and consequences of trust in AI-based customer service chatbots
Prakash, Ashish Viswanath
;
Joshi, Arun
;
Nim, Shubhi
; …
- In:
The service industries journal
43
(
2023
)
9/10
,
pp. 642-675
Persistent link: https://www.econbiz.de/10014321618
Saved in:
2
Understanding the role of frontline employee felt obligation in services
Malhotra, Neeru
;
Ashill, Nicholas
;
Lages, Cristiana R.
; …
- In:
The service industries journal
42
(
2022
)
11/12
,
pp. 843-871
Persistent link: https://www.econbiz.de/10013362154
Saved in:
3
Customer service well-being : scale development and validation
Falter, Mareike
;
Hadwich, Karsten
- In:
The service industries journal
40
(
2020
)
1/2
,
pp. 181-202
Persistent link: https://www.econbiz.de/10012207504
Saved in:
4
Trust theory and customer services research : theoretical review and synthesis
Isaeva, Neve
;
Gruenewald, Kira
;
Saunders, Mark
- In:
The service industries journal
40
(
2020
)
15/16
,
pp. 1031-1063
Persistent link: https://www.econbiz.de/10012403816
Saved in:
5
Matching service failures and recovery options toward satisfaction
Cantor, Victor John M.
;
Li, Richard C.
- In:
The service industries journal
39
(
2019
)
13/14
,
pp. 901-924
Persistent link: https://www.econbiz.de/10012205901
Saved in:
6
Recovering service failure through resource integration
Xu, Yingzi
;
Tronvoll, Bård
;
Edvardsson, Bo
- In:
The service industries journal
34
(
2014
)
16
,
pp. 1253-1271
Persistent link: https://www.econbiz.de/10010492121
Saved in:
7
Development and validation of the customer-centered behavior measure
Michel, John W.
;
Tews, Michael J.
;
Kavanagh, Michael J.
- In:
The service industries journal
34
(
2014
)
13
,
pp. 1075-1091
Persistent link: https://www.econbiz.de/10010412925
Saved in:
8
The effect of service failure types and service recovery on customer satisfaction : a mental accounting perspective
Chuang, Shih-chieh
;
Cheng, Yin-hui
;
Chang, Chai-jung
; …
- In:
The service industries journal
32
(
2012
)
1/2
,
pp. 257-271
Persistent link: https://www.econbiz.de/10009427682
Saved in:
9
The role of customer affection and trust in loyalty rebuilding after service failure and recovery
La, Suna
;
Choi, Beom Joon
- In:
The service industries journal
32
(
2012
)
1/2
,
pp. 105-125
Persistent link: https://www.econbiz.de/10009427702
Saved in:
10
Service recovery, satisfaction and behaviour intentions : analysis of compensation and social comparison communication strategies
Vázquez Casielles, Rodolfo
;
Iglesias Argu͏̈elles, Víctor
- In:
The service industries journal
32
(
2012
)
1/2
,
pp. 83-103
Persistent link: https://www.econbiz.de/10009427705
Saved in:
1
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