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~isPartOf:"Journal of service management"
~subject:"Beschwerdemanagement"
~subject:"Roboter"
~subject:"Service industry"
~subject:"Unternehmenserfolg"
~type_genre:"Article in journal"
~type_genre:"Fallstudie"
~type_genre:"Textbook"
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Beschwerdemanagement
Roboter
Service industry
Unternehmenserfolg
Customer satisfaction
70
Dienstleistungsqualität
69
Kundenzufriedenheit
69
Service quality
69
Dienstleistungssektor
58
Consumer behaviour
52
Konsumentenverhalten
52
Beziehungsmarketing
51
Relationship marketing
51
Services
36
Dienstleistung
35
Customer service
30
Kundenservice
30
Customer integration
17
Kundenintegration
17
Bibliometrics
15
Bibliometrie
15
Innovation
14
Business services
12
Dienstleistungsmanagement
12
Dienstleistungsmarketing
12
Service innovation
12
Service management
12
Services marketing
12
Unternehmensdienstleistung
12
Betriebliche Wertschöpfung
11
Complaint management
11
Value creation
11
Customer experience
10
Emotion
10
Robot
10
Satisfaction
10
Arbeitsverhalten
9
Arbeitszufriedenheit
9
Einzelhandel
9
Job satisfaction
9
Retail trade
9
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Undetermined
38
Free
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Article
70
Book / Working Paper
4
Type of publication (narrower categories)
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Article in journal
Fallstudie
Textbook
Aufsatz in Zeitschrift
74
Collection of articles of several authors
4
Sammelwerk
4
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English
74
Author
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Edvardsson, Bo
5
Jaakkola, Elina
4
McColl-Kennedy, Janet R.
4
Witell, Lars
4
Gustafsson, Anders
3
Wirtz, Jochen
3
Bowen, David E.
2
Chase, Richard B.
2
Cheung, Lilliemay
2
Huang, Wen Hsien
2
Kristensson, Per
2
Kunz, Werner H.
2
Mahr, Dominik
2
Odekerken-Schröder, Gaby
2
Paluch, Stefanie
2
Parasuraman, A.
2
Patterson, Paul G.
2
Streukens, Sandra
2
Tuzovic, Sven
2
Verma, Rohit
2
Aa, Wietze van der
1
Aal, Kotaiba
1
Ambika, Anupama
1
Amelia, Amelia
1
Andreassen, Tor Wallin
1
Ashman, Rachel
1
Aslan, Marjan
1
Baaklini, Eliane Sam
1
Batat, Wided
1
Bateson, John E. G.
1
Belk, Russell W.
1
Beltagui, Ahmad
1
Berry, Leonard L.
1
Bitner, Mary Jo
1
Blasco-Arcas, Lorena
1
Bloemer, Johanna M.
1
Bolton, Ruth N.
1
Bradley, Graham L.
1
Brady, Michael K.
1
Brengman, Malaika
1
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Published in...
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Journal of service management
The service industries journal
290
Journal of business research : JBR
163
The journal of services marketing
116
International journal of hospitality management
85
Journal of retailing and consumer services
83
Service business
83
Journal of service research : JSR
69
International journal of production economics
65
Industrial marketing management : the international journal for industrial and high-tech firms
62
International journal of services technology and management
42
Journal of service research
41
The international journal of human resource management
40
International journal of services and operations management
39
Structural change and economic dynamics : SC+ED
39
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
38
Regional studies
36
Services marketing quarterly
36
Technological forecasting & social change : an international journal
36
International journal of contemporary hospitality management
34
European journal of operational research : EJOR
33
Research policy : policy, management and economic studies of science, technology and innovation
31
The journal of business & industrial marketing
31
Journal of the Academy of Marketing Science
30
International journal of operations & production management : IJOPM ; the official journal of the European Operations Management Association, EUROMA
29
Journal of hospitality marketing & management
28
Applied economics
27
Cogent business & management
27
International journal of production research
27
International journal of services, economics and management
27
Managing service quality : MSQ ; an international journal
27
Economics of innovation and new technology
26
International journal of innovation management
26
International journal of quality and service sciences
25
Applied economics letters
24
International journal of quality & reliability management
24
Journal of service theory and practice
24
Journal of service theory and practice : JSTP
23
Management decision : MD
23
Psychology & marketing
22
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ECONIS (ZBW)
74
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1
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:
2
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:
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
The influence of service employees' nonverbal communication on customer-employee rapport in the service encounter
Lin, Cheng-Yu
;
Lin, Jiun-Sheng Chris
- In:
Journal of service management
28
(
2017
)
1
,
pp. 107-132
Persistent link: https://www.econbiz.de/10011654999
Saved in:
5
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:
6
What makes service employees and customers smile : antecedents and consequences of the employees' affective delivery in the service encounter
Lin, Jiun-sheng Chris
;
Lin, Cheng-yu
- In:
Journal of service management
22
(
2011
)
2
,
pp. 183-201
Persistent link: https://www.econbiz.de/10009155029
Saved in:
7
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:
8
Small details that marke big differences : a radical approach to consumption experience as a firm's differentiating strategy
Bolton, Ruth N.
;
Gustafsson, Anders
;
McColl-Kennedy, …
- In:
Journal of service management
25
(
2014
)
2
,
pp. 253-274
Persistent link: https://www.econbiz.de/10010343471
Saved in:
9
"My colleague is a robot" : exploring frontline employees' willingness to work with collaborative service robots
Paluch, Stefanie
;
Tuzovic, Sven
;
Holz, Heiko F.
;
Kies, …
- In:
Journal of service management
33
(
2022
)
2
,
pp. 363-388
Persistent link: https://www.econbiz.de/10012880731
Saved in:
10
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
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