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~isPartOf:"Journal of service management"
~subject:"Dienstleistung"
~subject:"Roboter"
~subject:"Service industry"
~subject:"Unternehmenserfolg"
~type_genre:"Article in journal"
~type_genre:"Fallstudie"
~type_genre:"Statistik"
~type_genre:"Textbook"
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Dienstleistung
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
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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Undetermined
34
Free
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Article
69
Book / Working Paper
4
Type of publication (narrower categories)
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Article in journal
Fallstudie
Statistik
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Aufsatz in Zeitschrift
73
Collection of articles of several authors
4
Sammelwerk
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English
73
Author
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Edvardsson, Bo
6
Witell, Lars
5
Jaakkola, Elina
4
McColl-Kennedy, Janet R.
4
Gustafsson, Anders
3
Wirtz, Jochen
3
Bowen, David E.
2
Brown, Stephen Walter
2
Chase, Richard B.
2
Cheung, Lilliemay
2
Helkkula, Anu
2
Kristensson, Per
2
Kunz, Werner H.
2
Mahr, Dominik
2
Meiren, Thomas
2
Odekerken-Schröder, Gaby
2
Paluch, Stefanie
2
Parasuraman, A.
2
Patterson, Paul G.
2
Reynoso, Javier
2
Schäfer, Adrienne
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
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
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Journal of service management
The service industries journal
280
Journal of business research : JBR
113
The journal of services marketing
102
International journal of production economics
65
Service business
64
Journal of service research : JSR
59
Industrial marketing management : the international journal for industrial and high-tech firms
58
International journal of hospitality management
58
Journal of retailing and consumer services
55
International journal of services technology and management
42
The international journal of human resource management
40
Structural change and economic dynamics : SC+ED
39
Regional studies
38
International journal of services and operations management
35
Technological forecasting & social change : an international journal
35
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
35
Journal of service research
32
Research policy : policy, management and economic studies of science, technology and innovation
31
Services marketing quarterly
31
European journal of operational research : EJOR
30
The journal of business & industrial marketing
30
Applied economics
27
International journal of innovation management
27
Economics of innovation and new technology
26
International journal of operations & production management : IJOPM ; the official journal of the European Operations Management Association, EUROMA
26
International journal of production research
24
International journal of services, economics and management
24
Applied economics letters
23
International journal of contemporary hospitality management
22
Management decision : MD
22
Growth and change : a journal of urban and regional policy
21
International journal of quality & reliability management
21
Journal of the Academy of Marketing Science
21
Management international review : mir ; journal of international business
21
Managing service quality : MSQ ; an international journal
21
Papeles de economía española
21
Small business economics : an entrepreneurship journal
21
Technovation : the international journal of technological innovation, entrepreneurship and technology management
21
The Indian journal of labour economics : a quarterly journal of Indian Society of Labour Economics
21
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ECONIS (ZBW)
73
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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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