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isPartOf:"Auditing : a journal of practice & theory"
~isPartOf:"International journal of services, economics and management"
~isPartOf:"The service industries journal"
~subject:"Complaint management"
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Search: subject_exact:"Qualität von Dienstleistungen"
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Complaint management
Dienstleistungsqualität
538
Service quality
538
Financial audit
170
Wirtschaftsprüfung
170
Customer satisfaction
145
Kundenzufriedenheit
145
Beziehungsmarketing
98
Relationship marketing
98
Consumer behaviour
87
Konsumentenverhalten
87
audit quality
73
Fee (Remuneration)
44
Honorar
44
Quality management
43
Qualitätsmanagement
43
Dienstleistungssektor
36
Service industry
36
service quality
31
audit fees
27
Taiwan
26
Performance measurement
25
Performance-Messung
25
customer satisfaction
25
Customer service
24
Financial statement audit
24
Jahresabschlussprüfung
24
Kundenservice
24
Internal control
23
Internes Kontrollsystem
23
Hotel industry
21
Hotellerie
21
USA
20
United States
20
Beschwerdemanagement
19
Gesundheitsversorgung
18
Health care
18
Hospital
18
Krankenhaus
18
Spain
17
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19
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19
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19
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English
19
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Lin, Wen-bao
2
Anwar, Sohail
1
Ashill, Nicholas
1
Balaji, M. S.
1
Bidokhti, Bahare Sabzevari
1
Cantor, Victor John M.
1
Casado-Díaz, Ana B.
1
Chen, Hsi-Tien
1
Chen, Hsiangting Shatina
1
Chong, Han-Xi
1
Chuah, Stephanie Hui-wen
1
Dabholkar, Pratibha A.
1
Edvardsson, Bo
1
Eugene Cheng-xi Aw
1
Fazli, S. Mohamad
1
Homayounfard, Amir
1
Huang, Bo
1
Jai, Tun-Min
1
Jha, Subhash
1
Lages, Cristiana R.
1
Lee, Jungki
1
Lee, Monle
1
Li, Richard C.
1
Li, Xiaofei
1
Lii, Yuan-shuh
1
Ma, Baolong
1
Malhotra, Neeru
1
Matos, Celso Augusto de
1
Nicolau-Gonzálbez, Juan L.
1
Pant, Anurag
1
Philp, Matthew
1
Saghih, Amir Mohammad Fakoor
1
Spaid, Brian I.
1
Stafford, Marla Royne
1
Su, Ching-shu
1
Tronvoll, Bård
1
Tsai, Chen-tsang Simon
1
Veiga, Ricardo Teixeira
1
Vieira, Valter Afonso
1
Xu, Yingzi
1
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Auditing : a journal of practice & theory
International journal of services, economics and management
The service industries journal
Journal of business research : JBR
45
International journal of hospitality management
44
Journal of retailing and consumer services
37
The journal of services marketing
30
Journal of hospitality marketing & management
24
Journal of service research : JSR
19
Service business
18
International journal of contemporary hospitality management
17
Journal of the Academy of Marketing Science
15
Services marketing quarterly
11
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
10
Journal of service research
10
Managing service quality : MSQ ; an international journal
10
Marketing letters : a journal of research in marketing
10
Psychology & marketing
10
European journal of marketing : EJM
9
Journal of air transport management
9
International journal of quality and service sciences
8
Journal of service management
8
Journal of service theory and practice
8
Journal of service theory and practice : JSTP
8
Journal of strategic marketing
7
Asia Pacific journal of marketing and logistics
6
Journal of travel and tourism marketing
6
International journal of business and economics
5
Journal of consumer behaviour : an international research review
5
Journal of consumer marketing
5
Journal of marketing
5
Journal of retailing
5
Marketing intelligence & planning
5
Tourism management : research, policies, practice
5
Australasian marketing journal
4
Business horizons
4
Cogent business & management
4
Industrial marketing management : the international journal for industrial and high-tech firms
4
International journal of operations & production management : IJOPM ; the official journal of the European Operations Management Association, EUROMA
4
International journal of services and operations management
4
Journal of global marketing
4
Journal of marketing management : MM
4
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ECONIS (ZBW)
19
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1
Requirements analysis of customer service recovery system in hospitality industry using fuzzy DEMATEL and ANP
Saghih, Amir Mohammad Fakoor
;
Bidokhti, Bahare Sabzevari
- In:
International journal of services, economics and management
14
(
2023
)
1
,
pp. 108-132
Persistent link: https://www.econbiz.de/10014311183
Saved in:
2
Understanding the conceptualisation and strategies of service recovery processes in service organisations
Anwar, Sohail
- In:
International journal of services, economics and management
14
(
2023
)
2
,
pp. 175-197
Persistent link: https://www.econbiz.de/10014311637
Saved in:
3
'We' want apology! Tailoring service recovery and self-construal to earn customer forgiveness
Eugene Cheng-xi Aw
;
Chuah, Stephanie Hui-wen
;
Fazli, S. …
- In:
International journal of services, economics and management
13
(
2022
)
3
,
pp. 225-242
Persistent link: https://www.econbiz.de/10013552572
Saved in:
4
Understanding the role of frontline employee felt obligation in services
Malhotra, Neeru
;
Ashill, Nicholas
;
Lages, Cristiana R.
; …
- In:
The service industries journal
42
(
2022
)
11/12
,
pp. 843-871
Persistent link: https://www.econbiz.de/10013362154
Saved in:
5
When AI-based services fail : examining the effect of the self-AI connection on willingness to share negative word-of-mouth after service failures
Huang, Bo
;
Philp, Matthew
- In:
The service industries journal
41
(
2021
)
13/14
,
pp. 877-899
Persistent link: https://www.econbiz.de/10012695297
Saved in:
6
Trust fall : data breach perceptions from loyalty and non-loyalty customers
Chen, Hsiangting Shatina
;
Jai, Tun-Min
- In:
The service industries journal
41
(
2021
)
13/14
,
pp. 947-963
Persistent link: https://www.econbiz.de/10012695300
Saved in:
7
Matching service failures and recovery options toward satisfaction
Cantor, Victor John M.
;
Li, Richard C.
- In:
The service industries journal
39
(
2019
)
13/14
,
pp. 901-924
Persistent link: https://www.econbiz.de/10012205901
Saved in:
8
Effects of customer loyalty on customer entitlement and voiced complaints
Li, Xiaofei
;
Ma, Baolong
;
Zhou, Chen
- In:
The service industries journal
37
(
2017
)
13/14
,
pp. 858-874
Persistent link: https://www.econbiz.de/10011847982
Saved in:
9
Quality function deployment in failure recovery and prevention
Chen, Hsi-Tien
- In:
The service industries journal
36
(
2016
)
13/14
,
pp. 615-637
Persistent link: https://www.econbiz.de/10011655406
Saved in:
10
Customer e-complaining behaviours using social media
Balaji, M. S.
;
Jha, Subhash
;
Stafford, Marla Royne
- In:
The service industries journal
35
(
2015
)
11/12
,
pp. 633-654
Persistent link: https://www.econbiz.de/10011401814
Saved in:
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