//--> //--> //--> //-->
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
~person:"Gelbrich, Katja"
~person:"Sharma, Piyush"
~person:"Van Vaerenbergh, Yves"
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-Management"
Narrow search
Delete all filters
| 3 applied filters
Year of publication
From:
To:
Subject
All
Customer service
22
Kundenservice
22
Customer satisfaction
19
Kundenzufriedenheit
19
Beschwerdemanagement
15
Complaint management
15
Dienstleistungsqualität
15
Service quality
15
Consumer behaviour
11
Konsumentenverhalten
11
Interkulturelles Management
8
Beziehungsmarketing
7
Cross-cultural management
7
Relationship marketing
7
Service recovery
4
Bibliometrics
3
Bibliometrie
3
Cultural identity
3
Einzelhandel
3
Kulturelle Identität
3
Nachkaufmarketing
3
Online retailing
3
Online-Handel
3
Qualitätsmanagement
3
Reklamation
3
Retail trade
3
Service failure
3
service failure
3
service recovery
3
Co-creation
2
Customer integration
2
Dienstleistungssektor
2
E-commerce
2
Electronic Commerce
2
Ethiopia
2
Ethnologie
2
Ethnology
2
Frontline employees
2
Intercultural
2
Intercultural service encounters
2
more ...
less ...
Online availability
All
Undetermined
9
Free
3
Type of publication
All
Article
19
Book / Working Paper
6
Type of publication (narrower categories)
All
Article in journal
17
Aufsatz in Zeitschrift
17
Aufsatz im Buch
2
Book section
2
Graue Literatur
2
Non-commercial literature
2
Language
All
English
19
German
6
Author
All
Gelbrich, Katja
Sharma, Piyush
Van Vaerenbergh, Yves
Stauss, Bernd
19
Thomas, Oliver
14
Pepels, Werner
13
Gustafsson, Anders
10
Mattila, Anna S.
10
Wirtz, Jochen
10
Edvardsson, Bo
9
Fellmann, Michael
9
Hinterhuber, Hans H.
8
Kumar, Anuj
8
Nüttgens, Markus
8
Walsh, Gianfranco
8
Barnes, Donald C.
7
Bliemel, Friedhelm
7
Fassott, Georg
7
Gouthier, Matthias
7
Helmke, Stefan
7
McColl-Kennedy, Janet R.
7
Miao, Li
7
Netessine, Serguei
7
Schlicker, Michael
7
Shin, Hyunju
7
Sirianni, Nancy J.
7
Söderlund, Magnus
7
Beatty, Sharon E.
6
Bowen, David E.
6
Collier, Joel E.
6
Dangelmaier, Wilhelm
6
Dixon, Matthew
6
Ellinger, Alexander E.
6
Gierl, Heribert
6
Gremler, Dwayne D.
6
Groth, Markus
6
Gruber, Thorsten
6
Haas, Alexander
6
Luczak, Holger
6
Medler-Liraz, Hana
6
more ...
less ...
Published in...
All
Ilmenauer Schriften zur Betriebswirtschaftslehre
6
Journal of service research : JSR
4
Managing service quality : MSQ ; an international journal
2
The journal of services marketing
2
Contemporary research in e-branding
1
International journal of electronic commerce : IJEC
1
Journal of business research : JBR
1
Journal of retailing
1
Journal of service management
1
Journal of service research
1
Journal of service theory and practice : JSTP
1
Marketing letters : a journal of research in marketing
1
Psychology & marketing
1
Service business
1
Technology mediated service encounters
1
more ...
less ...
Source
All
ECONIS (ZBW)
24
USB Cologne (EcoSocSci)
1
Showing
1
-
10
of
25
Sort
relevance
articles prioritized
date (newest first)
date (oldest first)
1
A cross-national service strategy to manage product returns : e-tailers' return policies and the legitimating role of the institutional environment
Gäthke, Jana
;
Gelbrich, Katja
;
Chen, Shan
- In:
Journal of service research
25
(
2022
)
3
,
pp. 402-421
Persistent link: https://www.econbiz.de/10013395973
Saved in:
2
The language backfire effect : how frontline employees decrease customer satisfaction through language use
Holmqvist, Jonas
;
Van Vaerenbergh, Yves
;
Lunardo, Renaud
; …
- In:
Journal of retailing
95
(
2019
)
2
,
pp. 115-129
Persistent link: https://www.econbiz.de/10012102960
Saved in:
3
How to boost frontline employee service recovery performance : the role of cultural intelligence
Costers, Annelies
;
Van Vaerenbergh, Yves
;
Van den …
- In:
Service business
13
(
2019
)
3
,
pp. 581-602
Persistent link: https://www.econbiz.de/10012124374
Saved in:
4
Language discordance and technological facilitation in health care service encounters : a contrastive experiment
De Wilde, July
;
Praet, Ellen van
;
Van Vaerenbergh, Yves
- In:
Technology mediated service encounters
,
(pp. 17-43)
.
2019
Persistent link: https://www.econbiz.de/10012057340
Saved in:
5
The effects of apologies for service failures in the global online retail
Sengupta, Sanchayan
;
Ray, Daniel
;
Trendel, Olivier
;
Van …
- In:
International journal of electronic commerce : IJEC
22
(
2018
)
3
,
pp. 419-445
Persistent link: https://www.econbiz.de/10011884544
Saved in:
6
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:
7
Co-creating service recovery after service failure : the role of brand equity
Hazée, Simon
;
Van Vaerenbergh, Yves
;
Armirotto, Vincent
- In:
Journal of business research : JBR
74
(
2017
),
pp. 101-109
Persistent link: https://www.econbiz.de/10011675409
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
Rewarding customers who keep a product : how reinforcement affects customers' product return decision in online retailing
Gelbrich, Katja
;
Gäthke, Jana
;
Hübner, Alexander
- In:
Psychology & marketing
34
(
2017
)
9
,
pp. 853-867
Persistent link: https://www.econbiz.de/10011738111
Saved in:
10
Attribution of success and failure in intercultural service encounters : the moderating role of personal cultural orientations
Tam, Jackie L. M.
;
Sharma, Piyush
;
Kim, Namwoon
- In:
The journal of services marketing
30
(
2016
)
6
,
pp. 643-658
Persistent link: https://www.econbiz.de/10011635055
Saved in:
1
2
3
Next
Last
Results per page
10
25
50
100
250
A service of the
zbw
×
Loading...
//-->