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~person:"Helmke, Stefan"
~person:"Tam, Jackie L. M."
~person:"Van Vaerenbergh, Yves"
~subject:"Customer satisfaction"
~subject:"Customer service"
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Search: subject_exact:"After-sales service"
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Customer satisfaction
Customer service
Kundenservice
20
Beziehungsmarketing
14
Kundenzufriedenheit
14
Relationship marketing
14
Dienstleistungsqualität
12
Service quality
12
Beschwerdemanagement
8
Complaint management
7
Deutschland
7
Einführung
7
Germany
7
Implementation
7
Kundenmanagement
7
Lieferantenmanagement
7
Organisatorischer Wandel
7
Organizational change
7
Supplier relationship management
7
Theorie
7
Theory
7
Unternehmen
7
Beziehungsmanagement
4
Consumer behaviour
4
Konsumentenverhalten
4
Service recovery
4
Cross-cultural management
3
Cultural identity
3
Interkulturelles Management
3
Kulturelle Identität
3
Service failure
3
Arbeitszufriedenheit
2
Co-creation
2
Customer integration
2
Ethiopia
2
Job satisfaction
2
Kundenintegration
2
Language
2
Leistungsmotivation
2
Meta-Analyse
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English
13
German
7
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Helmke, Stefan
Tam, Jackie L. M.
Van Vaerenbergh, Yves
Stauss, Bernd
19
Thomas, Oliver
14
Pepels, Werner
11
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
McColl-Kennedy, Janet R.
7
Miao, Li
7
Netessine, Serguei
7
Schlicker, Michael
7
Sharma, Piyush
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
Gelbrich, Katja
6
Gierl, Heribert
6
Gremler, Dwayne D.
6
Groth, Markus
6
Gruber, Thorsten
6
Haas, Alexander
6
Luczak, Holger
6
Medler-Liraz, Hana
6
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Journal of service research : JSR
2
Managing service quality : MSQ ; an international journal
2
International journal of electronic commerce : IJEC
1
Journal of business research : JBR
1
Journal of retailing
1
Journal of service management
1
Marketing letters : a journal of research in marketing
1
Service business
1
Services marketing quarterly
1
SpringerLink / Bücher
1
Technology mediated service encounters
1
The journal of services marketing
1
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ECONIS (ZBW)
20
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date (oldest first)
1
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:
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
Examining the role of customer self-efficacy in service encounters
Tam, Jackie L. M.
- In:
Services marketing quarterly
40
(
2019
)
4
,
pp. 269-284
Persistent link: https://www.econbiz.de/10012179186
Saved in:
4
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:
5
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:
6
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:
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
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:
9
Service role and outcome as moderators in intercultural service encounters
Sharma, Piyush
;
Tam, Jackie L. M.
;
Kim, Namwoon
- In:
Journal of service management
26
(
2015
)
1
,
pp. 137-155
Persistent link: https://www.econbiz.de/10010504614
Saved in:
10
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:
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