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~isPartOf:"Journal of business research : JBR"
~isPartOf:"Journal of service management"
~subject:"Roboter"
~subject:"Service industry"
~subject:"Unternehmenserfolg"
~type_genre:"Article in journal"
~type_genre:"Fallstudie"
~type_genre:"Statistik"
~type_genre:"Textbook"
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Roboter
Service industry
Unternehmenserfolg
Customer satisfaction
371
Kundenzufriedenheit
369
Bibliometrics
306
Bibliometrie
301
Consumer behaviour
276
Konsumentenverhalten
276
Relationship marketing
236
Beziehungsmarketing
235
Dienstleistungsqualität
232
Service quality
232
Dienstleistungssektor
153
Customer service
92
Kundenservice
92
Innovation
82
United Kingdom
80
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79
Services
64
Beschwerdemanagement
61
Complaint management
61
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61
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54
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50
Kundenintegration
50
Emotion
49
Brand management
47
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47
Systematic literature review
47
Arbeitszufriedenheit
41
Brand image
41
Job satisfaction
41
Markenimage
41
Einzelhandel
37
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37
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36
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36
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181
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Witell, Lars
9
Gustafsson, Anders
8
Jaakkola, Elina
6
Edvardsson, Bo
5
McColl-Kennedy, Janet R.
5
Wünderlich, Nancy V.
5
Kristensson, Per
4
Wirtz, Jochen
4
Bowen, David E.
3
Paluch, Stefanie
3
Pereira, Vijay
3
Raddats, Chris
3
Anderson, Laurel
2
Ashman, Rachel
2
Brengman, Malaika
2
Candi, Marina
2
Chase, Richard B.
2
Cheung, Lilliemay
2
De Keyser, Arne
2
Fisk, Raymond P.
2
Fombelle, Paul
2
Gallan, Andrew S.
2
Gauquier, Laurens de
2
Gebauer, Heiko
2
Hammedi, Wafa
2
Helkkula, Anu
2
Kohtamäki, Marko
2
Koskela-Huotari, Kaisa
2
Kowalkowski, Christian
2
Kunz, Werner H.
2
Laker, Benjamin
2
Mahr, Dominik
2
Melewar, T. C.
2
O'Cass, Aron
2
Odekerken-Schröder, Gaby
2
Parasuraman, A.
2
Parida, Vinit
2
Patterson, Paul G.
2
Perks, Helen
2
Sharma, Piyush
2
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Journal of business research : JBR
Journal of service management
The service industries journal
274
The journal of services marketing
91
International journal of production economics
64
Service business
64
Industrial marketing management : the international journal for industrial and high-tech firms
58
International journal of hospitality management
58
Journal of service research : JSR
54
Journal of retailing and consumer services
53
International journal of services technology and management
42
The international journal of human resource management
40
Structural change and economic dynamics : SC+ED
39
Regional studies
36
Technological forecasting & social change : an international journal
35
International journal of services and operations management
34
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
34
European journal of operational research : EJOR
32
Journal of service research
32
Research policy : policy, management and economic studies of science, technology and innovation
31
The journal of business & industrial marketing
30
Services marketing quarterly
28
Applied economics
27
Economics of innovation and new technology
26
International journal of innovation management
26
International journal of production research
26
International journal of operations & production management : IJOPM ; the official journal of the European Operations Management Association, EUROMA
25
Applied economics letters
24
International journal of services, economics and management
24
Management decision : MD
22
Cogent business & management
21
Growth and change : a journal of urban and regional policy
21
International journal of contemporary hospitality management
21
Journal of the Academy of Marketing Science
21
Management international review : mir ; journal of international business
21
Papeles de economía española
21
Small business economics : an entrepreneurship journal
21
Technovation : the international journal of technological innovation, entrepreneurship and technology management
21
The Indian journal of labour economics : a quarterly journal of Indian Society of Labour Economics
21
The world economy : the leading journal on international economic relations
21
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ECONIS (ZBW)
181
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1
The authentic service employee : service employees' language use for authentic service experiences
Kraak, Johannes Marcelus
;
Holmqvist, Jonas
- In:
Journal of business research : JBR
72
(
2017
),
pp. 199-209
Persistent link: https://www.econbiz.de/10011645572
Saved in:
2
Research on service frontline employees : a science - practice perspective
Solnet, David
;
Golubovskaya, Maria
- In:
Journal of service management
34
(
2023
)
5
,
pp. 1021-1037
Persistent link: https://www.econbiz.de/10014456531
Saved in:
3
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:
4
Service firm capabilities and performance : contingent analysis of customer contact
Cruz-Ros, Sonia
;
Gonzalez-Cruz, Tomas F.
- In:
Journal of business research : JBR
68
(
2015
)
7
,
pp. 1612-1621
Persistent link: https://www.econbiz.de/10011298890
Saved in:
5
"Service Encounter 2.0" : an investigation into the roles of technology, employees and customers
Larivière, Bart
;
Bowen, David E.
;
Andreassen, Tor W.
; …
- In:
Journal of business research : JBR
79
(
2017
),
pp. 238-246
Persistent link: https://www.econbiz.de/10011745302
Saved in:
6
Service encounters, experiences and the customer journey : defining the field and a call to expand our lens
Voorhees, Clay M.
;
Fombelle, Paul W.
;
Gregoire, Yany
; …
- In:
Journal of business research : JBR
79
(
2017
),
pp. 269-280
Persistent link: https://www.econbiz.de/10011745316
Saved in:
7
Idiosyncratic service experiences : when customers desire the extraordinary in a service encounter
Collier, Joel E.
;
Barnes, Donald C.
;
Abney, Alexandra K.
; …
- In:
Journal of business research : JBR
84
(
2018
),
pp. 150-161
Persistent link: https://www.econbiz.de/10011802860
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
When and how frontline service employee authenticity influences purchase intentions
Matthews, Lynn
;
Eilert, Meike
;
Carlson, Les
;
Gentry, Jim
- In:
Journal of business research : JBR
114
(
2020
),
pp. 111-123
Persistent link: https://www.econbiz.de/10012257471
Saved in:
10
The impact of service employees' technostress on customer satisfaction and delight : a dyadic analysis
Christ-Brendemühl, Sonja
;
Schaarschmidt, Mario
- In:
Journal of business research : JBR
117
(
2020
),
pp. 378-388
Persistent link: https://www.econbiz.de/10012286521
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