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Customer service
Consumer behaviour
139
Relationship marketing
112
Beziehungsmarketing
107
Customer satisfaction
107
Konsumentenverhalten
103
Service quality
98
Dienstleistungsqualität
95
Services
82
Kundenzufriedenheit
69
Dienstleistungssektor
59
Service industry
59
Dienstleistung
58
Innovation
52
Customer integration
50
Kundenintegration
47
Service innovation
43
Service management
39
Value creation
38
Betriebliche Wertschöpfung
36
Dienstleistungsmanagement
32
Kundenservice
30
Customer experience
26
Bundling strategy
24
Leistungsbündel
24
Services marketing
24
Social Web
24
Social web
24
Value co-creation
24
Co-creation
22
Service-dominant logic
22
Manufacturing industries
21
Service experience
21
Brand management
20
Dienstleistungsmarketing
20
Emotion
20
Customer loyalty
19
Business model
18
Business services
18
Customer value
18
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Edvardsson, Bo
2
Forman, Andrew M.
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Kunz, Werner H.
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Paluch, Stefanie
2
Shapiro, Terri
2
Thelen, Shawn
2
Tronvoll, Bård
2
Amelia, Amelia
1
Baaklini, Eliane Sam
1
Birgelen, Marcel van
1
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1
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1
Chase, Richard B.
1
Cheng, Shuoxin
1
Dasu, Sriram
1
De Keyser, Arne
1
De Zanet, Fabrice
1
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1
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1
Dick, Rolf van
1
Ding, Xin David
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Do, Khoa The
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Ellway, Benjamin P. W.
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Frimpong, Kwabena
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1
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Journal of service management
30
Journal of Service Management
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ECONIS (ZBW)
30
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1
Experience psychology : a proposed new subfield of service management
Chase, Richard B.
;
Dasu, Sriram
- In:
Journal of service management
25
(
2014
)
5
,
pp. 574-577
Persistent link: https://www.econbiz.de/10010426063
Saved in:
2
To serve and protect : a typology of service robots and their role in physically safe services
Schepers, Jeroen
;
Streukens, Sandra
- In:
Journal of service management
33
(
2022
)
2
,
pp. 197-209
Persistent link: https://www.econbiz.de/10012880723
Saved in:
3
The service triad : an empirical study of service robots, customers and frontline employees
Odekerken-Schröder, Gaby
;
Mennens, Kars
;
Steins, Mark
; …
- In:
Journal of service management
33
(
2022
)
2
,
pp. 246-292
Persistent link: https://www.econbiz.de/10012880726
Saved in:
4
Empathetic creativity for frontline employees in the age of service robots : conceptualization and scale development
Do, Khoa The
;
Gip, Huy
;
Guchait, Priyanko
;
Wang, Chen-Ya
; …
- In:
Journal of service management
34
(
2023
)
3
,
pp. 433-466
Persistent link: https://www.econbiz.de/10014338160
Saved in:
5
Exploring the influence of service employees' characteristics on their willingness to work with service robots
Tu, Yangjun
;
Liu, Wei
;
Yang, Zhi
- In:
Journal of service management
34
(
2023
)
5
,
pp. 1038-1063
Persistent link: https://www.econbiz.de/10014456534
Saved in:
6
Service robots, agency and embarrassing service encounters
Pitardi, Valentina
;
Wirtz, Jochen
;
Paluch, Stefanie
; …
- In:
Journal of service management
33
(
2022
)
2
,
pp. 389-414
Persistent link: https://www.econbiz.de/10012880733
Saved in:
7
Customer acceptance of frontline service robots in retail banking : a qualitative approach
Amelia, Amelia
;
Mathies, Christine
;
Patterson, Paul G.
- In:
Journal of service management
33
(
2022
)
2
,
pp. 321-341
Persistent link: https://www.econbiz.de/10012880728
Saved in:
8
Frontline employee expectations on working with physical robots in retailing
Willems, Kim
;
Verhulst, Nanouk
;
Gauquier, Laurens de
; …
- In:
Journal of service management
34
(
2023
)
3
,
pp. 467-492
Persistent link: https://www.econbiz.de/10014338164
Saved in:
9
A meta-analysis of the impact of customer mistreatment on service employees' affective, attitudinal and behavioral outcomes
Wu, Yu
;
Groth, Markus
;
Zhang, Kaixin
;
Minbashian, Amirali
- In:
Journal of service management
34
(
2023
)
5
,
pp. 896-940
Persistent link: https://www.econbiz.de/10014456504
Saved in:
10
A meta-analysis of the relationship between service teamwork mechanisms and customer service outcomes
Yue, Yumeng
;
Zettna, Nate
;
Cheng, Shuoxin
;
Nguyen, Helena
- In:
Journal of service management
34
(
2023
)
5
,
pp. 941-969
Persistent link: https://www.econbiz.de/10014456519
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