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Customer satisfaction
301
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Consumer behaviour
162
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Beziehungsmarketing
155
Relationship marketing
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Chebat, Jean-Charles
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Shams, Poja
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Journal of business research : JBR
Journal of retailing and consumer services
461
International journal of hospitality management
407
European journal of operational research : EJOR
350
International Journal of Physical Distribution & Logistics Management
298
SpringerLink / Bücher
274
International journal of production research
266
Transportation research / E : an international journal
244
The journal of services marketing
221
International journal of production economics
220
Journal of Services Marketing
205
The service industries journal
193
International journal of logistics : research and applications
192
Tourism management : research, policies, practice
182
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
177
Journal of travel and tourism marketing
167
Journal of hospitality marketing & management
157
Logistics
157
International journal of contemporary hospitality management
154
International journal of logistics systems and management
133
European Journal of Marketing
119
International Journal of Bank Marketing
119
The international journal of logistics management
119
Cogent business & management
112
Services marketing quarterly
111
Journal of travel research : a quarterly publication of the Travel and Tourism Research Association
110
Journal of service research : JSR
106
Journal of air transport management
100
Asia Pacific journal of marketing and logistics
98
Industrial marketing management : the international journal for industrial and high-tech firms
96
Service business
95
Psychology & marketing
93
The TQM journal : the international review of organizational improvement
92
International Journal of Contemporary Hospitality Management
91
International journal of productivity and quality management : IJPQM
91
Journal of service management
89
International journal of services and operations management
88
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
86
The TQM Magazine
86
Tourism management perspectives : TMP
85
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ECONIS (ZBW)
340
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340
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1
Engaging the avatar : the effects of authenticity signals during chat-based service recoveries
Esmark Jones, Carol L.
;
Hancock, Tyler
;
Kazandjian, Brett
; …
- In:
Journal of business research : JBR
144
(
2022
),
pp. 703-716
Persistent link: https://www.econbiz.de/10013185032
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
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:
5
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:
6
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:
7
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
Saved in:
8
Discount reference moderates customers' reactions to discount frames after online service failure
Sharifi, Seyed Shahin
;
Aghazadeh, Hashem
- In:
Journal of business research : JBR
69
(
2016
)
10
,
pp. 4074-4080
Persistent link: https://www.econbiz.de/10011553910
Saved in:
9
The road to recovery : overcoming service failures through positive emotions
Lastner, Matthew M.
;
Folse, Judith Anne Garretson
; …
- In:
Journal of business research : JBR
69
(
2016
)
10
,
pp. 4278-4286
Persistent link: https://www.econbiz.de/10011554157
Saved in:
10
Consumer lying behavior in service encounters
Snyder, Hannah
;
Witell, Lars
;
Gustafsson, Anders
; …
- In:
Journal of business research : JBR
141
(
2022
),
pp. 755-769
Persistent link: https://www.econbiz.de/10013168018
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