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isPartOf:"Services marketing quarterly"
~accessRights:"restricted"
~isPartOf:"Management science : journal of the Institute for Operations Research and the Management Sciences"
~subject:"Age group"
~subject:"Kundenzufriedenheit"
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Kundenzufriedenheit
Customer service
13
Kundenservice
13
Dienstleistungsqualität
11
Service quality
11
Consumer behaviour
10
Customer satisfaction
10
Konsumentenverhalten
10
Beziehungsmarketing
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Prozessmanagement
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customer satisfaction
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satisfaction
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service failure
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service recovery
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Aguirre-Rodriguez, Alexandra
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Balachandran, Indra
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Bavalur, Amulya Sai
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Bellos, Ioannis
1
Boveda-Lambie, Adriana
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Buell, Ryan W.
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Campbell, Dennis W.
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Casidy, Riza
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1
Roswinanto, Widyarso
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Shin, Hyunju
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Shipley, Danica
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1
Stan, Simona
1
Tam, Jackie L. M.
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Services marketing quarterly
Management science : journal of the Institute for Operations Research and the Management Sciences
Journal of retailing and consumer services
43
International journal of hospitality management
33
The journal of services marketing
29
Journal of business research : JBR
28
Journal of service research
15
Journal of hospitality marketing & management
9
Journal of service theory and practice
9
Service business
8
The service industries journal
8
European journal of marketing
7
Journal of service theory and practice : JSTP
7
International journal of contemporary hospitality management
6
Journal of service management
6
Journal of service research : JSR
6
Asia Pacific journal of marketing and logistics
5
Journal of the Academy of Marketing Science
5
Journal of travel and tourism marketing
5
The TQM journal : the international review of organizational improvement
5
Tourism management perspectives : TMP
5
International journal of quality and service sciences
4
International journal of services, economics and management
4
Journal of air transport management
4
Journal of consumer marketing
4
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
4
Journal of hospitality and tourism insights
4
Journal of retailing
4
Marketing letters : a journal of research in marketing
4
Technological forecasting & social change : an international journal
4
The Cornell hospitality quarterly
4
Total quality management & business excellence
4
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
4
International journal of operations & production management : IJOPM ; the official journal of the European Operations Management Association, EUROMA
3
Springer eBook Collection
3
SpringerLink / Bücher
3
Tourism and hospitality research : the surrey quarterly review
3
Tourism management : research, policies, practice
3
Asia-Pacific journal of business administration
2
BestMasters
2
European journal of marketing : EJM
2
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ECONIS (ZBW)
11
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11
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date (oldest first)
1
When culturally adaptive service behaviors affect customer satisfaction in shared ethnicity service encounters
Aguirre-Rodriguez, Alexandra
;
Boveda-Lambie, Adriana
; …
- In:
Services marketing quarterly
43
(
2022
)
3
,
pp. 277-293
Persistent link: https://www.econbiz.de/10013352802
Saved in:
2
The customer may not always be right : customer compatibility and service performance
Buell, Ryan W.
;
Campbell, Dennis W.
;
Frei, Frances X.
- In:
Management science : journal of the Institute for …
67
(
2021
)
3
,
pp. 1468-1488
Persistent link: https://www.econbiz.de/10012505994
Saved in:
3
Service design for a holistic customer experience : a process framework
Bellos, Ioannis
- In:
Management science : journal of the Institute for …
67
(
2021
)
3
,
pp. 1718-1736
Persistent link: https://www.econbiz.de/10012506026
Saved in:
4
Marketing mix elements and customer service satisfaction : empirical evidence in the Malaysia edutainment theme park industry
Mohd. Haniff Jedin
;
Balachandran, Indra
- In:
Services marketing quarterly
42
(
2021
)
1/2
,
pp. 93-107
Persistent link: https://www.econbiz.de/10012607285
Saved in:
5
Toward an improved understanding of online customer service delivery to millennials
Hodge, Sharon K.
;
Honeycutt, Earl D.
;
Shipley, Danica
- In:
Services marketing quarterly
40
(
2019
)
1
,
pp. 33-47
Persistent link: https://www.econbiz.de/10012179154
Saved in:
6
Examining the role of customer self-efficacy in service encounters
Tam, Jackie L. M.
- In:
Services marketing quarterly
40
(
2019
)
4
,
pp. 269-284
Persistent link: https://www.econbiz.de/10012179186
Saved in:
7
Service recovery, justice perception, and forgiveness : the "other customers" perspectives
Shin, Hyunju
;
Casidy, Riza
;
Mattila, Anna S.
- In:
Services marketing quarterly
39
(
2018
)
1
,
pp. 1-21
Persistent link: https://www.econbiz.de/10011804112
Saved in:
8
Scoring more after service failures : why do customers overclaim?
Khantimirov, Denis
- In:
Services marketing quarterly
39
(
2018
)
2
,
pp. 124-139
Persistent link: https://www.econbiz.de/10011859504
Saved in:
9
Receiving, recording, and responding to customer complaints : the effects of formalizing customer complaint handling policies in retail firms
Shooshtari, Nader H.
;
Stan, Simona
;
Clouse, Shawn F.
- In:
Services marketing quarterly
39
(
2018
)
3
,
pp. 225-239
Persistent link: https://www.econbiz.de/10011940195
Saved in:
10
Managing customer switching behavior in the banking industry
Thaichon, Park
;
Quach, Sara
;
Bavalur, Amulya Sai
;
Nair, …
- In:
Services marketing quarterly
38
(
2017
)
3
,
pp. 142-154
Persistent link: https://www.econbiz.de/10011756714
Saved in:
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