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~isPartOf:"Journal of service management"
~subject:"Beziehungsmarketing"
~subject:"Roboter"
~subject:"Service industry"
~subject:"Unternehmenserfolg"
~type_genre:"Article in journal"
~type_genre:"Fallstudie"
~type_genre:"Textbook"
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Beziehungsmarketing
Roboter
Service industry
Unternehmenserfolg
Customer satisfaction
70
Dienstleistungsqualität
69
Kundenzufriedenheit
69
Service quality
69
Dienstleistungssektor
58
Consumer behaviour
52
Konsumentenverhalten
52
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
Beschwerdemanagement
11
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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Article
97
Book / Working Paper
4
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Article in journal
Fallstudie
Textbook
Aufsatz in Zeitschrift
101
Collection of articles of several authors
4
Sammelwerk
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English
101
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Edvardsson, Bo
6
Jaakkola, Elina
5
Witell, Lars
5
Gustafsson, Anders
4
McColl-Kennedy, Janet R.
4
Wirtz, Jochen
4
Aksoy, Lerzan
3
Ponsignon, Frederic
3
Bowen, David E.
2
Buoye, Alexander
2
Burton, Jamie
2
Chase, Richard B.
2
Cheung, Lilliemay
2
Fisk, Raymond P.
2
Halinen, Aino
2
Keiningham, Timothy
2
Kristensson, Per
2
Kunz, Werner H.
2
Leroi-Werelds, Sara
2
Lin, Jiun-sheng Chris
2
Mahr, Dominik
2
Odekerken-Schröder, Gaby
2
Paluch, Stefanie
2
Parasuraman, A.
2
Patterson, Paul G.
2
Streukens, Sandra
2
Tronvoll, Bård
2
Tuzovic, Sven
2
Verma, Rohit
2
Willems, Kim
2
Aa, Wietze van der
1
Aal, Kotaiba
1
Albrecht, Carmen-Maria
1
Alkire, Linda
1
Allsopp, Jason
1
Ambika, Anupama
1
Amelia, Amelia
1
Anaza, Nwamaka A.
1
Andreassen, Tor Wallin
1
Arbore, Alessandro
1
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Published in...
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Journal of service management
The service industries journal
341
Journal of retailing and consumer services
311
Journal of business research : JBR
268
The journal of services marketing
194
International journal of hospitality management
192
Service business
104
Industrial marketing management : the international journal for industrial and high-tech firms
98
Journal of service research : JSR
93
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
84
International journal of contemporary hospitality management
76
Journal of hospitality marketing & management
72
International journal of production economics
71
Services marketing quarterly
69
The journal of business & industrial marketing
69
Cogent business & management
68
Journal of travel and tourism marketing
61
Tourism management : research, policies, practice
60
Journal of strategic marketing
56
Journal of service research
55
The TQM journal : the international review of organizational improvement
53
Journal of the Academy of Marketing Science
52
International journal of services and operations management
49
International journal of services technology and management
49
Asia Pacific journal of marketing and logistics
46
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
46
Psychology & marketing
45
Technological forecasting & social change : an international journal
45
International journal of quality and service sciences
42
The international journal of bank marketing : IJBM
40
The international journal of human resource management
40
Journal of service theory and practice : JSTP
39
Structural change and economic dynamics : SC+ED
39
International journal of services, economics and management
38
Managing service quality : MSQ ; an international journal
38
International journal of electronic customer relationship management : IJECRM
37
Journal of marketing
37
European journal of marketing : EJM
36
International journal of productivity and quality management : IJPQM
36
Regional studies
36
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ECONIS (ZBW)
101
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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
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:
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
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:
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
Effects of perceived employee emotional competence on customer satisfaction and loyalty : the mediating role of rapport
Delcourt, Cécile
;
Gremler, Dwayne D.
;
Riel, Allard C. …
- In:
Journal of service management
24
(
2013
)
1
,
pp. 5-24
Persistent link: https://www.econbiz.de/10009728608
Saved in:
8
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:
9
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:
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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