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subject:"USA"
~person:"Gustafsson, Anders"
~person:"Shahin, Arash"
~subject:"Complaint management"
~subject:"Customer satisfaction"
~subject:"Supply chain"
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Search: subject_exact:"Qualität von Dienstleistungen"
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USA
Complaint management
Customer satisfaction
Supply chain
Dienstleistungsqualität
43
Service quality
43
Kundenzufriedenheit
25
Quality management
16
Qualitätsmanagement
16
Beziehungsmarketing
13
Relationship marketing
13
Customer service
11
Kundenservice
11
Consumer behaviour
10
Konsumentenverhalten
10
Dienstleistungssektor
7
Hotel industry
7
Hotellerie
7
Service industry
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Iran
6
Performance measurement
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Performance-Messung
6
AHP approach
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AHP-Verfahren
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Data envelopment analysis
4
Data-Envelopment-Analyse
4
Measurement
4
Messung
4
Multi-criteria analysis
4
Multikriterielle Entscheidungsanalyse
4
Product quality
4
Produktqualität
4
customer satisfaction
4
Customer experience
3
Dienstleistung
3
Experience
3
Kano model
3
Services
3
Automotive industry
2
Customer requirements
2
Einzelhandel
2
Esfahan
2
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26
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English
26
Author
All
Gustafsson, Anders
Shahin, Arash
Han, Heesup
36
Mattila, Anna S.
31
Prybutok, Victor R.
25
Prentice, Catherine
24
Sharma, Piyush
19
Usman, Osly
19
Hanushek, Eric Alan
18
McColl-Kennedy, Janet R.
17
Wong, IpKin Anthony
16
Balaji, M. S.
15
Jang, Soocheong
15
Grégoire, Yany
13
Sparks, Beverley
13
Söderlund, Magnus
13
Bilgihan, Anil
12
Edvardsson, Bo
12
Rebitzer, James B.
12
Rivkin, Steven G.
12
Staiger, Douglas
12
Van Vaerenbergh, Yves
12
Ali, Faizan
11
Ringle, Christian M.
11
Amin, Muslim
10
Guchait, Priyanko
10
Hyun, Sunghyup Sean
10
Ladhari, Riadh
10
Patterson, Paul G.
10
Qin, Hong
10
Quach, Sara
10
Ro, Heejung
10
Roy, Sanjit
10
Sreejesh, S.
10
Su, LuJun
10
Torres, Edwin N.
10
Gong, Taeshik
9
Hammerschmidt, Maik
9
Hsu, Cathy H. C.
9
Hsu, Maxwell K.
9
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Published in...
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International journal of productivity and quality management : IJPQM
4
Journal of business research : JBR
3
International journal of quality & reliability management
2
Journal of retailing
2
The TQM journal : the international review of organizational improvement
2
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
2
Benchmarking : an international journal
1
International journal of services and operations management
1
Journal of management research
1
Journal of retailing and consumer services
1
Journal of service management
1
Journal of service research
1
Journal of the Academy of Marketing Science
1
Marketing intelligence & planning
1
Measuring business excellence : the journal of organizational performance management
1
The international journal of productivity and performance management
1
The journal of services marketing
1
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ECONIS (ZBW)
26
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1
Assessing sustainable tourism development through service supply chain process maturity and service quality model
Balouei Jamkhaneh, Hadi
;
Shahin, Reza
;
Shahin, Arash
- In:
The international journal of productivity and …
72
(
2023
)
7
,
pp. 2046-2068
Persistent link: https://www.econbiz.de/10014338872
Saved in:
2
The clock is tickin-Or is it? : customer satisfaction response to waiting shorter vs. longer than expected during a service encounter
Caruelle, Delphine
;
Lervik-Olsen, Line
;
Gustafsson, Anders
- In:
Journal of retailing
99
(
2023
)
2
,
pp. 247-264
Persistent link: https://www.econbiz.de/10014321982
Saved in:
3
Designing satisfying service encounters : website versus store touchpoints
Bolton, Ruth N.
;
Gustafsson, Anders
;
Tarasi, Crina O.
; …
- In:
Journal of the Academy of Marketing Science
50
(
2022
)
1
,
pp. 85-107
Persistent link: https://www.econbiz.de/10012819742
Saved in:
4
Consumer lying behavior in service encounters
Snyder, Hannah
;
Witell, Lars
;
Gustafsson, Anders
; …
- In:
Journal of business research : JBR
141
(
2022
),
pp. 755-769
Persistent link: https://www.econbiz.de/10013168018
Saved in:
5
The influence of the quality criteria on the quality cost of suppliers in SMEs
Masoudi, Ehsan
;
Shahin, Arash
- In:
Benchmarking : an international journal
29
(
2022
)
7
,
pp. 2313-2333
Persistent link: https://www.econbiz.de/10013371212
Saved in:
6
Managing a global retail brand in different markets : meta-analyses of customer responses to service encounters
Bolton, Ruth N.
;
Gustafsson, Anders
;
Tarasi, Crina O.
; …
- In:
Journal of retailing
98
(
2022
)
2
,
pp. 294-314
Persistent link: https://www.econbiz.de/10013364286
Saved in:
7
Service research priorities : managing and delivering service in turbulent times
Ostrom, Amy L.
;
Field, Joy M.
;
Fotheringham, Darima
; …
- In:
Journal of service research
24
(
2021
)
3
,
pp. 329-353
Persistent link: https://www.econbiz.de/10012592938
Saved in:
8
Prioritising the needs of high speed internet subscribers using importance performance analysis : the case of Asia-Tech Company in Shiraz
Shahin, Arash
;
Zolfaghari, Samira
- In:
International journal of services and operations management
30
(
2018
)
2
,
pp. 137-150
Persistent link: https://www.econbiz.de/10011886145
Saved in:
9
A comparative study of ordinary and fastidious customers' priorities in service quality dimensions
Dabestani, Reza
;
Shahin, Arash
;
Shirouyehzad, Hadi
; …
- In:
Total quality management & business excellence : an …
28
(
2017
)
3/4
,
pp. 331-350
Persistent link: https://www.econbiz.de/10011723613
Saved in:
10
Service encounters, experiences and the customer journey : defining the field and a call to expand our lens
Voorhees, Clay M.
;
Fombelle, Paul W.
;
Gregoire, Yany
; …
- In:
Journal of business research : JBR
79
(
2017
),
pp. 269-280
Persistent link: https://www.econbiz.de/10011745316
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