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Customer satisfaction
72
Kundenzufriedenheit
71
Dienstleistungsqualität
55
Service quality
55
Consumer behaviour
44
Konsumentenverhalten
44
Beziehungsmarketing
43
Relationship marketing
43
Customer service
30
Kundenservice
30
Services
14
Dienstleistung
13
Dienstleistungssektor
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Service industry
13
Beschwerdemanagement
11
Complaint management
11
Customer experience
10
Satisfaction
10
Arbeitszufriedenheit
9
Job satisfaction
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Robot
9
Roboter
9
Customer integration
8
Einzelhandel
8
Emotion
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Kundenintegration
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Retail trade
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Arbeitsverhalten
6
Dienstleistungsmarketing
6
Services marketing
6
Viral marketing
6
Virales Marketing
6
Work behaviour
6
Arbeitskräfte
5
Customer loyalty
5
Service recovery
5
Service robots
5
Workforce
5
Zufriedenheit
5
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4
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English
91
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Aksoy, Lerzan
5
Riel, Allard C. R. van
4
Buoye, Alexander
3
Edvardsson, Bo
3
Gustafsson, Anders
3
Keiningham, Timothy
3
Paluch, Stefanie
3
Ponsignon, Frederic
3
Wirtz, Jochen
3
Birgelen, Marcel van
2
Bloemer, Johanna M.
2
Cooil, Bruce
2
De Keyser, Arne
2
Delcourt, Cécile
2
Gremler, Dwayne D.
2
Gruber, Thorsten
2
Hillebrand, Bas
2
Huang, Wen Hsien
2
Joosten, Herm
2
Klaus, Philipp
2
Kunz, Werner H.
2
Lariviere, Bart
2
Lipkin, Michaela
2
Malthouse, Edward C.
2
McColl-Kennedy, Janet R.
2
Semeijn, Janjaap
2
Sharma, Piyush
2
Sparks, Beverley
2
Söderlund, Magnus
2
Tronvoll, Bård
2
Verma, Rohit
2
Willems, Kim
2
Witell, Lars
2
Wu, Luorong
2
Albrecht, Carmen-Maria
1
Alkire, Linda
1
Allsopp, Jason
1
Amelia, Amelia
1
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1
Aslan, Marjan
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Journal of service management
Journal of retailing and consumer services
451
International journal of hospitality management
407
Journal of business research : JBR
327
The journal of services marketing
221
Journal of Services Marketing
205
The service industries journal
192
Tourism management : research, policies, practice
186
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
174
Journal of travel and tourism marketing
167
Journal of hospitality marketing & management
157
International journal of contemporary hospitality management
152
International Journal of Bank Marketing
119
European Journal of Marketing
114
Services marketing quarterly
111
Journal of travel research : a quarterly publication of the Travel and Tourism Research Association
110
Journal of service research : JSR
106
Cogent business & management
105
SpringerLink / Bücher
103
Journal of air transport management
94
Psychology & marketing
93
Service business
93
International Journal of Contemporary Hospitality Management
91
The TQM journal : the international review of organizational improvement
87
Asia Pacific journal of marketing and logistics
86
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
86
The TQM Magazine
86
Tourism management perspectives : TMP
84
Journal of the Academy of Marketing Science
80
Industrial marketing management : the international journal for industrial and high-tech firms
79
International journal of productivity and quality management : IJPQM
79
International journal of services and operations management
76
International journal of quality and service sciences
75
International Journal of Quality & Reliability Management
71
Journal of strategic marketing
71
Total quality management & business excellence
68
Managing service quality : MSQ ; an international journal
66
The international journal of bank marketing : IJBM
66
International journal of quality & reliability management
65
European journal of marketing : EJM
63
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ECONIS (ZBW)
91
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1
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:
2
Relative importance of satisfaction dimensions on service performance : a developing country context
Frimpong, Kwabena
;
Wilson, Alan M.
- In:
Journal of service management
24
(
2013
)
4
,
pp. 401-419
Persistent link: https://www.econbiz.de/10009790193
Saved in:
3
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:
4
Customer experience from a self-service system perspective
Åkesson, Maria
;
Edvardsson, Bo
;
Tronvoll, Bård
- In:
Journal of service management
25
(
2014
)
5
,
pp. 677-698
Persistent link: https://www.econbiz.de/10010426047
Saved in:
5
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:
6
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:
7
Poor and rich customers in the service encounter
Söderlund, Magnus
- In:
Journal of service management
28
(
2017
)
2
,
pp. 265-283
Persistent link: https://www.econbiz.de/10011704037
Saved in:
8
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:
9
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:
10
A meta-analysis of the impact of customer mistreatment on service employees' affective, attitudinal and behavioral outcomes
Wu, Yu
;
Groth, Markus
;
Zhang, Kaixin
;
Minbashian, Amirali
- In:
Journal of service management
34
(
2023
)
5
,
pp. 896-940
Persistent link: https://www.econbiz.de/10014456504
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