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~isPartOf:"Die Zukunft des Customer Service : Analysen, Strategien, Konzeptionen"
~isPartOf:"Grundlagen des After Sales Marketing"
~isPartOf:"International journal of hospitality management"
~subject:"Dienstleistungsmanagement"
~subject:"Service failure"
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Search: subject_exact:"Kunden-Hotline"
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Dienstleistungsmanagement
Service failure
Customer service
90
Kundenservice
90
Dienstleistungsqualität
58
Service quality
58
Customer satisfaction
46
Kundenzufriedenheit
46
Consumer behaviour
33
Konsumentenverhalten
33
Beziehungsmarketing
31
Relationship marketing
31
Hotel industry
17
Hotellerie
17
Arbeitsverhalten
15
Work behaviour
15
Beschwerdemanagement
14
Complaint management
14
Emotion
14
Gastgewerbe
12
Hospitality industry
12
Tourism employees
12
Tourismusberufe
12
Arbeitszufriedenheit
10
Job satisfaction
10
Gastronomie
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Restaurant industry
9
Robot
8
Roboter
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Service encounter
8
Dienstleistung
7
Dienstleistungssektor
7
Hospital
7
Krankenhaus
7
Service industry
7
Service management
7
Services
7
Deutschland
6
Germany
6
Service recovery
6
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Ammann, Paul
1
Andajigarmaroudi, Saeed
1
Bai, Billy
1
Bizjak, Boštjan
1
Bommer, Michael-Maria
1
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Fabjan, Daša3
1
Gannon, Martin
1
Hu, Rong
1
Huey Chern Boo
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Joireman, Jeff
1
Karabas, Ismail
1
Kim, Hyunsu
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Kim, Shinhye
1
Knežević, Mladen
1
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1
Li, Minglong
1
Liao, Yingkai
1
Lin, Meizhen
1
Ling, Qian
1
Liu, Yanling
1
Lu, Lu
1
Mattila, Anna S.
1
Mihalik, Brian J.
1
Mody, Makarand Amrish
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Nguyen Thi Truong Sa
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Olson, Eric
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Ro, Heejung
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Taheri, Babak
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Tan, Ching Yeng
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Tomka, Dragica
1
Tuomi, Aarni
1
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Die Zukunft des Customer Service : Analysen, Strategien, Konzeptionen
Grundlagen des After Sales Marketing
International journal of hospitality management
Journal of business research : JBR
9
Journal of retailing and consumer services
9
The journal of services marketing
7
Journal of service theory and practice
4
International journal of quality and service sciences
3
Management decision : MD
3
Marketing letters : a journal of research in marketing
3
SpringerLink / Bücher
3
Asia Pacific journal of marketing and logistics
2
Human resource management review
2
Journal of consumer marketing
2
Journal of service research : JSR
2
Journal of the Academy of Marketing Science
2
Managing service quality : MSQ ; an international journal
2
Marketing intelligence & planning
2
Services marketing quarterly
2
TCW
2
Betriebliche Tertiarisierung : der ganzheitliche Wandel vom Produktionsbetrieb zum dienstleistenden Problemlöser
1
Betriebswirtschaft in Studium und Praxis
1
Business horizons
1
Business process management journal
1
California management review
1
Controlling von Dienstleistungen : [die wichtigsten Instrumente und Kennzahlen ; Praxisbeispiele aus unterschiedlichen Branchen ; eigenständige und produktbegleitende Dienstleistungen im Vergleich]
1
Decision sciences : DS
1
Die Betriebswirtschaft : DBW
1
Dienstleistungsmanagement : Jahrbuch
1
ESCP-EAP working paper
1
Enlightening tourism : ET ; a pathmaking journal
1
European journal of marketing
1
Faculty & research / Insead : working paper series
1
Forum Dienstleistungsmanagement
1
HAB-Forschungsbericht : Schriftenreihe der Hochschulgruppe für Arbeits- und Betriebsorganisation e.V. (HAB)
1
Handbook of global supply chain management
1
Harvard business review : HBR
1
IT-Outsourcing in der Praxis : Strategien, Projektmanagement, Wirtschaftlichkeit
1
Industrial marketing management : the international journal for industrial and high-tech firms
1
Innovative Unternehmensführung : Planung, Durchführung und Kontrolle von Innovationen
1
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ECONIS (ZBW)
13
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1
Disentangling the dynamics of service failure and service recovery in peer-to-peer accommodations : a triadic perspective
Kim, Hyunsu
;
So, Kevin Kam Fung
;
Mihalik, Brian J.
- In:
International journal of hospitality management
100
(
2022
),
pp. 1-12
Persistent link: https://www.econbiz.de/10013266162
Saved in:
2
Investigating the effects of service recovery strategies on consumer forgiveness and post-trust in the food delivery sector
Gannon, Martin
;
Taheri, Babak
;
Rahimi, Roya
;
Okumus, …
- In:
International journal of hospitality management
107
(
2022
),
pp. 1-12
Persistent link: https://www.econbiz.de/10014227663
Saved in:
3
A systematic review of AI technology-based service encounters : implications for hospitality and tourism operations
Li, Minglong
;
Yin, Dexiang
;
Qiu, Hailian
;
Bai, Billy
- In:
International journal of hospitality management
95
(
2021
),
pp. 1-10
Persistent link: https://www.econbiz.de/10012547997
Saved in:
4
The effects of service climate and internal service quality on frontline hotel employees' service-oriented behaviors
Lin, Meizhen
;
Ling, Qian
;
Liu, Yanling
;
Hu, Rong
- In:
International journal of hospitality management
97
(
2021
),
pp. 1-10
Persistent link: https://www.econbiz.de/10012820015
Saved in:
5
Exploring guest response towards service failure in home-sharing : service presence and consumption motivation
Lu, Lu
;
Mody, Makarand Amrish
;
Andajigarmaroudi, Saeed
- In:
International journal of hospitality management
87
(
2020
),
pp. 1-11
Persistent link: https://www.econbiz.de/10012241810
Saved in:
6
Building the sociomateriality of food service
Tuomi, Aarni
;
Tussyadiah, Iis P.
- In:
International journal of hospitality management
89
(
2020
),
pp. 1-9
Persistent link: https://www.econbiz.de/10012293756
Saved in:
7
Why and when witnessing uncivil behavior leads observers to punish frontline employees and leave the firm
Karabas, Ismail
;
Joireman, Jeff
;
Kim, Shinhye
- In:
International journal of hospitality management
82
(
2019
),
pp. 91-100
Persistent link: https://www.econbiz.de/10012121396
Saved in:
8
The integration between service value and service recovery in the hospitality industry : an application of QFD and ANP
Wu, Wann-Yih
;
Qomariyah, Alfiyatul
;
Nguyen Thi Truong Sa
; …
- In:
International journal of hospitality management
75
(
2018
),
pp. 48-57
Persistent link: https://www.econbiz.de/10011944943
Saved in:
9
The physical appearance of hotel guests : the impact on service providers’ communication and quality of service
Knežević, Mladen
;
Tomka, Dragica
;
Bizjak, Boštjan
; …
- In:
International journal of hospitality management
51
(
2015
),
pp. 8-14
Persistent link: https://www.econbiz.de/10011413936
Saved in:
10
Industrielles Dienstleistungsmanagement
Ammann, Paul
;
Rodel, Eugen
-
2014
Persistent link: https://www.econbiz.de/10010457860
Saved in:
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