Journal of Service Research

Titel Veröffentlichungsdatum Sprache Zitate
To Err Is Human(-oid): How Do Consumers React to Robot Service Failure and Recovery?2020/12/16English155
What Is the True Value of a Lost Customer?2003/02/01English154
The Impact of Relationship Type on Customer Loyalty in a Context of Service Failures2001/11/01English153
Contagious Effects of Customer Misbehavior in Access-Based Services2015/07/20English152
Disclosure Antecedents in an Online Service Context2011/12/20English151
Silent Voices2005/05/01English150
Only If It Is Convenient2012/09/03English149
Factors Influencing the Acceptance of Self-Service Technologies2016/08/06English147
Identifying Cross-Channel Dissynergies for Multichannel Service Providers2007/11/01English146
The Impact of Sponsor Fit on Brand Equity2006/08/01English145
Internal Branding2014/02/27English145
Job Characteristics and the Creativity of Frontline Service Employees2010/05/21English143
Antecedents of New Service Development Effectiveness2000/08/01English141
Customer and Frontline Employee Influence on New Service Development Performance2010/05/21English141
Robotics for Customer Service: A Useful Complement or an Ultimate Substitute?2019/09/30English140
Customer Self-Efficacy and Response to Service2006/02/01English136
Postswitching Negative Word of Mouth2005/08/01English136
The Moderating Role of Familiarity in Fairness Perceptions of Revenue Management Pricing2007/02/01English136
Online/In-Store Integration and Customer Retention2005/05/01English133
From Disgust to Delight2001/08/01English132
When Do Customer Contact Employees Satisfy Customers?2000/08/01English131
Customers as Resource Integrators2012/05/15English130
Customer Equity Management2002/08/01English128
The Influence of Angry Customer Outbursts on Service Providers' Facial Displays and Affective States2007/08/01English128
The Value of Codesign2017/07/10English128
The Impact of Customer Satisfaction on Share-of-Wallet in a Business-to-Business Environment2003/08/01English128
A Tale of Two Countries’ Conservatism, Service Quality, and Feedback on Customer Satisfaction2004/02/01English128
An Assessment of Equivalence Between Online and Mail Surveys in Service Research2006/05/01English127
Marketing Actions and the Value of Customer Assets2002/08/01English126
Managing the Ethical Climate of Customer-Contact Service Employees2005/05/01English126