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~isPartOf:"Journal of service management"
~subject:"Customer service"
~subject:"Roboter"
~subject:"Service industry"
~subject:"Unternehmenserfolg"
~type_genre:"Article in journal"
~type_genre:"Fallstudie"
~type_genre:"Textbook"
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Customer service
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
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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75
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4
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Article in journal
Fallstudie
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Aufsatz in Zeitschrift
79
Collection of articles of several authors
4
Sammelwerk
4
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79
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Edvardsson, Bo
6
Jaakkola, Elina
4
McColl-Kennedy, Janet R.
4
Witell, Lars
4
Gustafsson, Anders
3
Verma, Rohit
3
Wirtz, Jochen
3
Bowen, David E.
2
Chase, Richard B.
2
Cheung, Lilliemay
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
Tronvoll, Bård
2
Tuzovic, Sven
2
Aa, Wietze van der
1
Aal, Kotaiba
1
Ambika, Anupama
1
Amelia, Amelia
1
Andreassen, Tor Wallin
1
Ashman, Rachel
1
Baaklini, Eliane Sam
1
Batat, Wided
1
Bateson, John E. G.
1
Belk, Russell W.
1
Beltagui, Ahmad
1
Berry, Leonard L.
1
Birgelen, Marcel van
1
Bitner, Mary Jo
1
Blasco-Arcas, Lorena
1
Bolton, Ruth N.
1
Brady, Michael K.
1
Brengman, Malaika
1
Brown, Stephen Walter
1
Burton, Jamie
1
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Journal of service management
The service industries journal
297
Journal of business research : JBR
165
The journal of services marketing
142
Journal of retailing and consumer services
115
International journal of hospitality management
113
Journal of service research : JSR
83
Service business
76
International journal of production economics
75
Industrial marketing management : the international journal for industrial and high-tech firms
69
International journal of services and operations management
51
Journal of service research
47
Services marketing quarterly
47
International journal of services technology and management
46
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
45
The international journal of human resource management
42
International journal of contemporary hospitality management
41
European journal of operational research : EJOR
40
Structural change and economic dynamics : SC+ED
39
The journal of business & industrial marketing
39
Technological forecasting & social change : an international journal
38
International journal of operations & production management : IJOPM ; the official journal of the European Operations Management Association, EUROMA
36
Regional studies
36
Managing service quality : MSQ ; an international journal
35
International journal of services, economics and management
31
Journal of the Academy of Marketing Science
31
Research policy : policy, management and economic studies of science, technology and innovation
31
International journal of production research
30
Journal of service theory and practice : JSTP
30
The TQM journal : the international review of organizational improvement
30
International journal of innovation management
29
International journal of quality and service sciences
29
International journal of quality & reliability management
28
Psychology & marketing
28
Applied economics
27
Cogent business & management
26
Economics of innovation and new technology
26
Journal of hospitality marketing & management
25
Management decision : MD
25
Applied economics letters
24
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ECONIS (ZBW)
79
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1
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10
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79
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date (oldest first)
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
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
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
Saved in:
10
"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
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