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~isPartOf:"Journal of service management"
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Beziehungsmarketing
111
Relationship marketing
111
Consumer behaviour
65
Konsumentenverhalten
65
Customer satisfaction
48
Kundenzufriedenheit
48
Dienstleistungsqualität
44
Service quality
44
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29
Kundenintegration
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Beschwerdemanagement
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Betriebliche Wertschöpfung
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Jaakkola, Elina
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Gruber, Thorsten
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Halinen, Aino
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Hammedi, Wafa
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Helkkula, Anu
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Joosten, Herm
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Journal of service management
Journal of business research : JBR
690
Journal of retailing and consumer services
602
Industrial marketing management : the international journal for industrial and high-tech firms
412
International journal of hospitality management
334
SpringerLink / Bücher
316
The journal of services marketing
249
The journal of business & industrial marketing
201
The service industries journal
201
Journal of the Academy of Marketing Science
185
Journal of strategic marketing
177
Journal of benefit-cost analysis : JBCA
155
Ecological economics : the transdisciplinary journal of the International Society for Ecological Economics
153
International journal of electronic customer relationship management : IJECRM
153
Journal of service research : JSR
137
Journal of hospitality marketing & management
134
NBER working paper series
133
Journal of marketing
131
International journal of contemporary hospitality management
130
Gabler Edition Wissenschaft
129
Tourism management : research, policies, practice
125
Europäische Hochschulschriften / 5
123
Journal of travel and tourism marketing
122
Journal of retailing
119
Working paper / National Bureau of Economic Research, Inc.
119
Psychology & marketing
115
Asia Pacific journal of marketing and logistics
113
The journal of product & brand management
112
Marketing intelligence & planning
109
The journal of brand management : an international journal
108
European Journal of Marketing
107
European journal of marketing : EJM
107
Cogent business & management
105
Journal of Business & Industrial Marketing
105
NBER Working Paper
105
Journal of relationship marketing : innovations & enhancements for customer service, relations & satisfaction
103
Services marketing quarterly
99
Service business
95
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
92
European journal of operational research : EJOR
87
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ECONIS (ZBW)
122
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1
Other-customer failure : effects of perceived employee effort and compensation on complainer and non-complainer service evaluations
Huang, Wen Hsien
- In:
Journal of service management
21
(
2010
)
2
,
pp. 191-211
Persistent link: https://www.econbiz.de/10003987098
Saved in:
2
Lack of preferential treatment : effects on dissatisfaction after a service failure
Varela Neira, Concepción
;
Vázquez Casielles, Rodolfo
; …
- In:
Journal of service management
21
(
2010
)
1
,
pp. 45-68
Persistent link: https://www.econbiz.de/10003964392
Saved in:
3
Show you care : initiating co-creation in service recovery
Xu, Yingzi
;
Marshall, Roger
;
Edvardsson, Bo
;
Tronvoll, Bård
- In:
Journal of service management
25
(
2014
)
3
,
pp. 369-387
Persistent link: https://www.econbiz.de/10010384971
Saved in:
4
Why are Generation Y consumers the most likely to complain and repurchase?
Soares, Raquel Reis
;
Zhang, Ting Ting
;
Proença, João F.
; …
- In:
Journal of service management
28
(
2017
)
3
,
pp. 520-540
Persistent link: https://www.econbiz.de/10011758761
Saved in:
5
Organizational learning from customer feedback received by service employees : a social capital perspective
Wirtz, Jochen
;
Tambyah, Siok Kuan
;
Mattila, Anna S.
- In:
Journal of service management
21
(
2010
)
3
,
pp. 363-387
Persistent link: https://www.econbiz.de/10003993797
Saved in:
6
Negative emotions and their effect on customer complaint behaviour
Tronvoll, Bård
- In:
Journal of service management
22
(
2011
)
1
,
pp. 111-134
Persistent link: https://www.econbiz.de/10009010792
Saved in:
7
I want to believe they really care : how complaining customers want to be treated by frontline employees
Gruber, Thorsten
- In:
Journal of service management
22
(
2011
)
1
,
pp. 85-110
Persistent link: https://www.econbiz.de/10009010793
Saved in:
8
Developing effective service compensation strategies : is a price reduction more effective than a free gift?
Huang, Wen Hsien
;
Lin, Tzu-da
- In:
Journal of service management
22
(
2011
)
2
,
pp. 202-216
Persistent link: https://www.econbiz.de/10009155028
Saved in:
9
When public services fail : a research agenda on public service failure
Walle, Steven van de
- In:
Journal of service management
27
(
2016
)
5
,
pp. 831-846
Persistent link: https://www.econbiz.de/10011553217
Saved in:
10
Perceived prevalence and personal impact of negative online reviews
Bradley, Graham L.
;
Sparks, Beverley
;
Weber, Karin
- In:
Journal of service management
27
(
2016
)
4
,
pp. 507-533
Persistent link: https://www.econbiz.de/10011563656
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