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Customer service management
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Customer service
28
Kundenservice
28
Dienstleistungsqualität
20
Service quality
20
Beziehungsmarketing
19
Customer satisfaction
19
Kundenzufriedenheit
19
Relationship marketing
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Consumer behaviour
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Dienstleistungssektor
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Salespeople
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Emotion
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frontline employees
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service encounter
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Mobilkommunikation
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Groth, Markus
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Huang, Ming-Hui
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Subramony, Mahesh
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Wagner, Tillmann
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Andzulis, James
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Brady, Michael K.
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Chen, Shan
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Chi, Nai-Wen
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Cénophat, Sadrac
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Danatzis, Ilias
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Eisend, Martin
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Journal of service research
Journal of business research : JBR
188
SpringerLink / Bücher
122
International journal of hospitality management
92
Strategic Direction
92
Journal of retailing and consumer services
85
Industrial marketing management : the international journal for industrial and high-tech firms
77
The journal of services marketing
77
Management Decision
72
Strategic management journal
65
The service industries journal
60
Europäische Hochschulschriften / 5
48
International Journal of Physical Distribution & Logistics Management
48
Journal of Services Marketing
48
International journal of production economics
43
The TQM Magazine
42
Human Resource Management International Digest
40
Harvard-Business-Manager : das Wissen der Besten
39
Journal of service research : JSR
39
Management science : journal of the Institute for Operations Research and the Management Sciences
39
Journal of strategic marketing
37
The journal of business & industrial marketing
37
Harvard business review : HBR
36
International Journal of Operations & Production Management
36
Journal of the Academy of Marketing Science
36
Marketing Intelligence & Planning
36
International journal of contemporary hospitality management
35
Journal of air transport management
35
European Journal of Marketing
34
Journal of service management
33
Technological forecasting & social change : an international journal
33
Journal of Business & Industrial Marketing
32
International Journal of Contemporary Hospitality Management
31
International Journal of Bank Marketing
30
Springer eBook Collection
30
Competitiveness Review: An International Business Journal
29
Competitiveness review : an international business journal incorporating Journal of global competitiveness
29
The International Journal of Logistics Management
29
Gabler Edition Wissenschaft
28
International business review : the official journal of the European International Business Academy
28
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ECONIS (ZBW)
30
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1
Customer participation variation and its impact on customer service performance : underlying process and boundary conditions
Mengüç, Bülent
;
Auh, Seigyoung
;
Wang, Fatima
- In:
Journal of service research
23
(
2020
)
3
,
pp. 299-320
Persistent link: https://www.econbiz.de/10012265762
Saved in:
2
Robotics for customer service : a useful complement or an ultimate substitute?
Xiao, Li
;
Kumar, V.
- In:
Journal of service research
24
(
2021
)
1
,
pp. 9-29
Persistent link: https://www.econbiz.de/10012426748
Saved in:
3
Four decades of frontline service employee research : an integrative bibliometric review
Subramony, Mahesh
;
Groth, Markus
;
Hu, Xinyu
;
Wu, Yu
- In:
Journal of service research
24
(
2021
)
2
,
pp. 230-248
Persistent link: https://www.econbiz.de/10012522538
Saved in:
4
A meta-analysis of frontline employees' role behavior and the moderating effects of national culture
Schepers, Jeroen J.L.
;
Borgh, Michel van der
- In:
Journal of service research
23
(
2020
)
3
,
pp. 255-280
Persistent link: https://www.econbiz.de/10012265752
Saved in:
5
Mix & match: a resource-based complaint recovery framework for tangible compensation
Stakhovych, Stanislav
;
Tamaddoni, Ali
- In:
Journal of service research
23
(
2020
)
3
,
pp. 337-352
Persistent link: https://www.econbiz.de/10012265770
Saved in:
6
The effect of compensation size on recovery satisfaction after group service failures: the role of group versus individual service recovery
Albrecht, Arne Keno
;
Schäfers, Tobias
;
Walsh, Gianfranco
; …
- In:
Journal of service research
22
(
2019
)
1
,
pp. 60-74
Persistent link: https://www.econbiz.de/10012005769
Saved in:
7
Reclaiming the future : understanding customer forgiveness of service transgressions
Tsarenko, Yelena
;
Strizhakova, Yuliya
;
Otnes, Cele
- In:
Journal of service research
22
(
2019
)
2
,
pp. 139-155
Persistent link: https://www.econbiz.de/10012007424
Saved in:
8
When sales becomes service : the evolution of the professional selling role and an organic model of frontline ambidexterity
Hughes, Douglas E.
;
Ogilvie, Jessica L.
- In:
Journal of service research
23
(
2020
)
1
,
pp. 22-32
Persistent link: https://www.econbiz.de/10012183577
Saved in:
9
Impact of proactive postsales service and cross-selling activities on customer churn and service calls
Becker, Jan U.
;
Spann, Martin
;
Barrot, Christian
- In:
Journal of service research
23
(
2020
)
1
,
pp. 53-69
Persistent link: https://www.econbiz.de/10012183586
Saved in:
10
Emotion cycles in services : emotional contagion and emotional labor effects
Liu, Xiao-Yu
;
Chi, Nai-Wen
;
Gremler, Dwayne D.
- In:
Journal of service research
22
(
2019
)
3
,
pp. 285-300
Persistent link: https://www.econbiz.de/10012126410
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