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Customer service
62
Kundenservice
62
Internet
52
Consumer behaviour
49
Konsumentenverhalten
49
Dienstleistungsqualität
39
Service quality
39
Customer satisfaction
38
Kundenzufriedenheit
38
Beziehungsmarketing
36
Relationship marketing
36
Beschwerdemanagement
21
Complaint management
21
E-commerce
18
Electronic Commerce
18
Internet marketing
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Online retailing
16
Online-Handel
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Online-Marketing
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Viral marketing
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Virales Marketing
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Service industry
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Social Web
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Social web
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Service recovery
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Emotion
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Salespeople
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Service encounter
8
Verkaufspersonal
8
Customer experience
7
Service failure
7
Arbeitsverhalten
6
Customer integration
6
Kundenintegration
6
Work behaviour
6
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Laroche, Michel
4
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Shams, Poja
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2
Chandon, Jean-Louis
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Chang, Young Bong
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De Keyser, Arne
2
Hutzinger, Clemens
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Kunz, Werner
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2
Lee, Na Young
2
Voorhees, Clay M.
2
Weitzl, Wolfgang
2
Yoganathan, Vignesh
2
Yu, Tiffany Hui-Kuang
2
Zablah, Alex R.
2
Aalberts, Robert J.
1
Abney, Alexandra K.
1
Abston, Kristie A.
1
Aghazadeh, Hashem
1
Alavi, Sascha
1
Albaum, Gerald S.
1
Alcañiz, Mariano
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Ambika, Anupama
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1
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Journal of business research : JBR
Online Information Review
311
Telecommunications policy : the international journal of digital economy, data sciences and new media
219
SpringerLink / Bücher
139
Aslib Proceedings
125
Journal of retailing and consumer services
111
Information economics and policy : IEP
100
NBER working paper series
96
Working paper / National Bureau of Economic Research, Inc.
87
The journal of services marketing
85
International journal of hospitality management
84
Journal of Documentation
83
Strategic Direction
83
NBER Working Paper
82
Industrial Management & Data Systems
81
MPRA Paper
81
Technological forecasting & social change : an international journal
71
CESifo working papers
65
The Bottom Line
65
Marketing Intelligence & Planning
64
Journal of Consumer Marketing
62
Discussion paper series / IZA
58
IZA Discussion Papers
57
Economics Papers from University Paris Dauphine
54
Gabler Edition Wissenschaft
52
International journal of business information systems : IJBIS
52
European Journal of Marketing
50
Post-Print / HAL
50
Information systems research : ISR
48
Kom / Kommission der Europäischen Gemeinschaften
48
Springer eBook Collection / Business and Economics
48
International Journal of Retail & Distribution Management
47
Management science : journal of the Institute for Operations Research and the Management Sciences
47
Journal of internet commerce
46
The service industries journal
45
European research studies
44
Applied economics letters
43
Information & management : the internat. journal of management processes and systems ; journal of IFIP Users Group
42
CESifo Working Paper
41
Europäische Hochschulschriften / 5
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ECONIS (ZBW)
113
USB Cologne (EcoSocSci)
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1
The effect of trust on customer contact personnel strategic behavior and sales performance in a service environment
Pappas, James M.
;
Flaherty, Karen E.
- In:
Journal of business research : JBR
61
(
2008
)
9
,
pp. 894-902
Persistent link: https://www.econbiz.de/10003730778
Saved in:
2
The role of customer contact employees as external customers : a conceptual framework for marketing strategy and future research
Dabholkar, Pratibha A.
;
Abston, Kristie A.
- In:
Journal of business research : JBR
61
(
2008
)
9
,
pp. 959-967
Persistent link: https://www.econbiz.de/10003731209
Saved in:
3
Reprisal, retribution and requital : investigating customer retaliation
Funches, Venessa
;
Markley, Melissa
;
Davis, Lenita
- In:
Journal of business research : JBR
62
(
2009
)
2
,
pp. 231-238
Persistent link: https://www.econbiz.de/10003810562
Saved in:
4
Driving factors of post adoption behavior in mobile data services
Choi, Hun
;
Kim, Youngchan
;
Kim, Jinwoo
- In:
Journal of business research : JBR
64
(
2011
)
11
,
pp. 1212-1217
Persistent link: https://www.econbiz.de/10009380525
Saved in:
5
Beyond the technology adoption : technology readiness effects on post-adoption behavior
Son, Minhee
;
Han, Kyesook
- In:
Journal of business research : JBR
64
(
2011
)
11
,
pp. 1178-1182
Persistent link: https://www.econbiz.de/10009380580
Saved in:
6
Strategies to offset dissatisfactory product performance : the role of post-purchase marketing
Wang, Kai-yu
;
Liang, Minli
;
Peracchio, Laura A.
- In:
Journal of business research : JBR
64
(
2011
)
8
,
pp. 809-815
Persistent link: https://www.econbiz.de/10009229006
Saved in:
7
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:
8
Shared ethnicity effects on service encounters : a study across three US subcultures
Montoya, Detra Y.
;
Briggs, Elten
- In:
Journal of business research : JBR
66
(
2013
)
3
,
pp. 314-320
Persistent link: https://www.econbiz.de/10009720304
Saved in:
9
Developing a multidimensional scale of customer-oriented deviance (COD)
Leo, Cheryl
;
Russell-Bennett, Rebekah
- In:
Journal of business research : JBR
67
(
2014
)
6
,
pp. 1218-1225
Persistent link: https://www.econbiz.de/10010365146
Saved in:
10
The effects of social justice and stigma-consciousness on gay customers' service recovery evaluation
Ro, Heejung
;
Olson, Eric
- In:
Journal of business research : JBR
67
(
2014
)
6
,
pp. 1162-1169
Persistent link: https://www.econbiz.de/10010365163
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