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~isPartOf:"Journal of service management"
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Emotionalität im Sevice Encoun...
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Beziehungsmarketing
106
Relationship marketing
106
Consumer behaviour
64
Konsumentenverhalten
64
Dienstleistungsqualität
59
Service quality
59
Services
59
Dienstleistung
57
Customer satisfaction
48
Kundenzufriedenheit
48
Dienstleistungssektor
35
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35
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31
Kundenintegration
31
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20
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19
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Customer service
15
Kundenservice
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Social Web
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Social web
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Brand management
13
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13
Arbeitsverhalten
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Work behaviour
11
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10
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10
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9
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9
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9
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Edvardsson, Bo
9
Jaakkola, Elina
6
McColl-Kennedy, Janet R.
5
Riel, Allard C. R. van
5
Witell, Lars
5
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4
Reynoso, Javier
4
Tronvoll, Bård
4
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3
Brown, Stephen Walter
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Fisk, Raymond P.
3
Gremler, Dwayne D.
3
Hammedi, Wafa
3
Hammerschmidt, Maik
3
Helkkula, Anu
3
Hillebrand, Bas
3
Kandampully, Jay
3
Keiningham, Timothy
3
Lariviere, Bart
3
Leroi-Werelds, Sara
3
Malthouse, Edward C.
3
Nijssen, E. J.
3
Odekerken-Schröder, Gaby
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Parasuraman, A.
3
Ponsignon, Frederic
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Streukens, Sandra
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Weiger, Welf Hermann
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Wirtz, Jochen
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Bilstein, Nicola
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Birgelen, Marcel van
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2
Chase, Richard B.
2
Cheung, Lilliemay
2
Delcourt, Cécile
2
Giertz, Johann N.
2
Gouthier, Matthias H. J.
2
Gruber, Thorsten
2
Grönroos, Christian
2
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Journal of service management
SpringerLink / Bücher
1,545
Journal of business research : JBR
1,019
Journal of retailing and consumer services
735
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
600
International journal of hospitality management
576
International journal of productivity and quality management : IJPQM
527
Europäische Hochschulschriften / 5
505
Industrial marketing management : the international journal for industrial and high-tech firms
477
The TQM journal : the international review of organizational improvement
465
International journal of quality & reliability management
426
Working paper / National Bureau of Economic Research, Inc.
424
International journal of production research
414
NBER working paper series
388
Springer eBook Collection
376
The service industries journal
341
Gabler Edition Wissenschaft
338
Ifo Schnelldienst
312
The journal of services marketing
303
International journal of production economics
296
Total quality management & business excellence
287
NBER Working Paper
272
Springer eBook Collection / Business and Economics
272
Discussion paper series / IZA
259
Journal of business ethics : JOBE
250
The journal of business & industrial marketing
230
Tourism management : research, policies, practice
228
International journal of contemporary hospitality management
222
Research
221
Cogent business & management
209
ifo Schnelldienst
204
Journal of the Academy of Marketing Science
200
Discussion paper / Centre for Economic Policy Research
196
Journal of strategic marketing
195
European journal of operational research : EJOR
188
International journal of six sigma and competitive advantage : IJSSCA
186
Quality management journal : QMJ
186
Psychology & marketing
184
Journal of hospitality marketing & management
180
Journal of service research : JSR
170
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ECONIS (ZBW)
171
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1
An analysis of the interaction effect between employee technical and emotional competencies in emotionally charged service encounters
Delcourt, Cécile
;
Gremler, Dwayne D.
;
De Zanet, Fabrice
; …
- In:
Journal of service management
28
(
2017
)
1
,
pp. 85-106
Persistent link: https://www.econbiz.de/10011654988
Saved in:
2
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:
3
Surface-acting outcomes among service employees with two jobs : investigating moderation and mediation effects
Walsh, Gianfranco
;
Dahling, Jason J.
;
Schaarschmidt, Mario
- In:
Journal of service management
27
(
2016
)
4
,
pp. 534-562
Persistent link: https://www.econbiz.de/10011563670
Saved in:
4
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:
5
Notes from the search for deep indicators in
services
Heskett, James L.
- In:
Journal of service management
25
(
2014
)
3
,
pp. 298-309
Persistent link: https://www.econbiz.de/10010384977
Saved in:
6
Impact of country effects on the performance of service firms
Elango, Balasubramanian
;
Wieland, Jamie R.
- In:
Journal of service management
26
(
2015
)
4
,
pp. 588-607
Persistent link: https://www.econbiz.de/10011416769
Saved in:
7
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:
8
I know how you feel, but it does not always help : integrating
emotion
recognition, agreeableness, and cognitive ability in a compensatory model of service performance
Doucet, Lorna
;
Shao, Bo
;
Wang, Lu
;
Oldham, Greg R.
- In:
Journal of service management
27
(
2016
)
3
,
pp. 320-338
Persistent link: https://www.econbiz.de/10011583535
Saved in:
9
Effects of positive vs negative forces on the burnout-commitment-turnover relationship
Chen, Ching-fu
;
Yu, Ting
- In:
Journal of service management
25
(
2014
)
3
,
pp. 388-410
Persistent link: https://www.econbiz.de/10010384968
Saved in:
10
Internal service quality as a driver of employee satisfaction, commitment and performance : exploring the focal role of employee well-being
Sharma, Piyush
;
Kong, Titus Tak Chuen
;
Kingshott, …
- In:
Journal of service management
27
(
2016
)
5
,
pp. 773-797
Persistent link: https://www.econbiz.de/10011553151
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