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~isPartOf:"Arbeitspapier / Wissenschaftliche Gesellschaft für Marketing und Unternehmensführung"
~isPartOf:"Bank-Praktiker : rechtssicher, revisionsfest, risikogerecht"
~isPartOf:"Betriebswirtschaftslehre für Technologie und Innovation"
~isPartOf:"Gabler Research"
~isPartOf:"Journal of business economics : JBE"
~isPartOf:"Kundenbeziehungen im Dienstleistungsbereich"
~isPartOf:"Psychology & marketing"
~subject:"Deutschland"
~subject:"Dienstleistungsqualität"
~subject:"Empirische Methode"
~subject:"Hospital"
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Deutschland
Dienstleistungsqualität
Empirische Methode
Hospital
Beziehungsmarketing
209
Relationship marketing
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Consumer behaviour
88
Konsumentenverhalten
88
Germany
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Customer satisfaction
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Kundenzufriedenheit
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Theorie
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Theory
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Lieferantenmanagement
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Supplier relationship management
14
Innovationsmanagement
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Erfolgsfaktor
12
Innovation management
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Social web
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Customer service
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Kundenmanagement
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Beschwerdemanagement
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Meffert, Heribert
5
Huber, Frank
3
Bartl, Michael
2
Bauer, Hans H.
2
Betz, Jürgen
2
Hennig-Thurau, Thorsten
2
Schnoor, Anje
2
Walsh, Gianfranco
2
Woisetschläger, David
2
Yi, Youjae
2
Abend, Thomas
1
Albers, Sönke
1
Arzenheimer, Marc
1
Ates, Zelal
1
Bach, Norbert
1
Backhaus, Christof
1
Becker, Marc
1
Benkenstein, Martin
1
Benning-Rohnke, Elke
1
Berger, Sven C.
1
Blaurock, Marah
1
Bliemel, Friedhelm
1
Blut, Markus
1
Bouncken, Ricarda
1
Brinkmann, Michael
1
Bruhn, Manfred
1
Böing, Christian
1
Büttgen, Marion
1
Choi, Beom Joon
1
Chow, Cheris W. C.
1
Clausen, Carolin Christina
1
Cossío-Silva, Francisco-José
1
Cusin, Julien
1
Demming, Christoph
1
Eggert, Andreas
1
Engel, Birgit
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Ernst, Holger
1
Esslinger, Adelheid Susanne
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Evanschitzky, Heiner
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Fam, Kim Shyan
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Wissenschaftliche Gesellschaft für Marketing und Unternehmensführung
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Arbeitspapier / Wissenschaftliche Gesellschaft für Marketing und Unternehmensführung
Bank-Praktiker : rechtssicher, revisionsfest, risikogerecht
Betriebswirtschaftslehre für Technologie und Innovation
Gabler Research
Journal of business economics : JBE
Kundenbeziehungen im Dienstleistungsbereich
Psychology & marketing
Journal of retailing and consumer services
180
International journal of hospitality management
123
Journal of business research : JBR
108
SpringerLink / Bücher
108
The journal of services marketing
98
The service industries journal
76
Gabler Edition Wissenschaft
68
Journal of hospitality marketing & management
59
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
57
Journal of service research : JSR
50
Services marketing quarterly
50
International journal of contemporary hospitality management
49
Springer eBook Collection / Business and Economics
45
Journal of travel and tourism marketing
44
Service business
42
Journal of service management
39
The TQM journal : the international review of organizational improvement
30
Cogent business & management
29
Tourism management : research, policies, practice
29
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
27
The international journal of bank marketing : IJBM
27
Journal of service research
26
Journal of strategic marketing
26
Industrial marketing management : the international journal for industrial and high-tech firms
25
Asia Pacific journal of marketing and logistics
24
International journal of quality and service sciences
24
Journal of the Academy of Marketing Science
24
International journal of services and operations management
22
Journal of air transport management
22
Managing service quality : MSQ ; an international journal
22
Marketing intelligence & planning
21
Reihe: Wissenschaftliche Arbeitspapiere / W / Institut für Marktorientierte Unternehmensführung, Universität Mannheim
21
Europäische Hochschulschriften / 5
20
Total quality management & business excellence
20
Die Bank
19
International journal of electronic customer relationship management : IJECRM
19
International journal of services, economics and management
19
Kundenzufriedenheit : Konzepte - Methoden - Erfahrungen
19
International journal of productivity and quality management : IJPQM
18
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ECONIS (ZBW)
74
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74
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1
Eliminating customer experience pain points in complex customer journeys through smart service solutions
Holz, Heiko F.
;
Becker, Marc
;
Blut, Markus
;
Paluch, Stefanie
- In:
Psychology & marketing
41
(
2024
)
3
,
pp. 592-609
Persistent link: https://www.econbiz.de/10014467620
Saved in:
2
Ordinary customer experience : conceptualization, characterization, and implications
Heinonen, Kristina
;
Lipkin, Michaela
- In:
Psychology & marketing
40
(
2023
)
9
,
pp. 1720-1736
Persistent link: https://www.econbiz.de/10014338320
Saved in:
3
When and why signaling frontline employee inexperience can prove to be an asset : effects on consumer forgiveness for service failure
Flacandji, Michaël
;
Cusin, Julien
;
Lunardo, Renaud
- In:
Psychology & marketing
40
(
2023
)
12
,
pp. 2728-2742
Persistent link: https://www.econbiz.de/10014432547
Saved in:
4
The customer is often wrong : investigating the influence of customer failures and apologies on frontline service employee well-being
Robertson, Nichola
;
Rotman, Jeffrey
;
MacQuilken, Lisa
; …
- In:
Psychology & marketing
40
(
2023
)
4
,
pp. 825-844
Persistent link: https://www.econbiz.de/10014290864
Saved in:
5
How can customers cope with cognitive demands of professional services? : the role of employee coping support
Garbas, Janina
;
Blaurock, Marah
;
Büttgen, Marion
; …
- In:
Psychology & marketing
40
(
2023
)
5
,
pp. 867-887
Persistent link: https://www.econbiz.de/10014290866
Saved in:
6
Digital presence in service recovery : the interactive effect of customer salutations and employee photographs in email signatures
Walsh, Gianfranco
;
Shiu, Edward
;
Schaarschmidt, Mario
; …
- In:
Psychology & marketing
39
(
2022
)
12
,
pp. 2361-2383
Persistent link: https://www.econbiz.de/10013465198
Saved in:
7
The influence of frontline employee self-disclosure about products in a retail store on customer trust in the retailer in the context of service encounters
Park, Jihye
;
Yi, Youjae
- In:
Psychology & marketing
40
(
2023
)
7
,
pp. 1417-1430
Persistent link: https://www.econbiz.de/10014291940
Saved in:
8
Consumer cynicism in service failures
Tran, Hai-Anh
;
Strizhakova, Yuliya
;
Usrey, Bryan
; …
- In:
Psychology & marketing
39
(
2022
)
2
,
pp. 346-359
Persistent link: https://www.econbiz.de/10012796107
Saved in:
9
"My place is your place" : understanding how psychological ownership influences peer-to-peer service experiences
Pino, Giovanni
;
Nieto-García, Marta
;
Zhang, Carol Xiaoyue
- In:
Psychology & marketing
39
(
2022
)
2
,
pp. 390-401
Persistent link: https://www.econbiz.de/10012796112
Saved in:
10
Mitigating the negative effects of service failure through customer identification
Song, Jiaqi
;
Huang, Jiexian
;
Jiang, Yuwei
- In:
Psychology & marketing
39
(
2022
)
4
,
pp. 715-725
Persistent link: https://www.econbiz.de/10013165429
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