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~isPartOf:"Dienstleistungsqualität : Konzepte - Methoden - Erfahrungen"
~isPartOf:"Forum Dienstleistungsmanagement"
~isPartOf:"Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education"
~isPartOf:"Journal of service management"
~isPartOf:"Serviceorientierung im Unternehmen : Forum Dienstleistungsmanagement"
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Dienstleistungsqualität
199
Service quality
199
Customer satisfaction
90
Kundenzufriedenheit
90
Consumer behaviour
74
Konsumentenverhalten
74
Beziehungsmarketing
72
Relationship marketing
72
Customer service
35
Kundenservice
35
Dienstleistungssektor
30
Service industry
30
Dienstleistung
28
Services
28
Gastronomie
22
Restaurant industry
22
Hotel industry
19
Hotellerie
19
Beschwerdemanagement
18
Complaint management
18
Customer integration
17
Kundenintegration
17
Gesundheitswesen
15
Health care system
15
Betriebliche Wertschöpfung
14
Value creation
14
Dienstleistungsmanagement
13
Service management
13
Theorie
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Theory
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Robot
12
Roboter
12
Arbeitsverhalten
11
Emotion
11
Gesundheitsversorgung
11
Hospital
11
Krankenhaus
11
Quality management
11
Qualitätsmanagement
11
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171
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27
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27
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Edvardsson, Bo
7
Bruhn, Manfred
5
Stauss, Bernd
5
Witell, Lars
5
Fisk, Raymond P.
4
Mattila, Anna S.
4
McColl-Kennedy, Janet R.
4
Sparks, Beverley
4
Gustafsson, Anders
3
Riel, Allard C. R. van
3
Sharma, Piyush
3
So, Kevin Kam Fung
3
Tronvoll, Bård
3
Wang, Ying
3
Wong, IpKin Anthony
3
Beirão, Gabriela
2
Bloemer, Johanna M.
2
Brown, Stephen Walter
2
Chase, Richard B.
2
Del Chiappa, Giacomo
2
Elg, Mattias
2
Engström, Jon
2
Gallarza, Martina G.
2
Gazzoli, Gabriel
2
Han, Heesup
2
Hancer, Murat
2
Hanks, Lydia
2
Hillebrand, Bas
2
Hsu, Maxwell K.
2
Jaakkola, Elina
2
Joosten, Herm
2
Kim, Peter Beomcheol
2
Kim, Woo Gon
2
Kristensson, Per
2
Kunz, Werner H.
2
Leroi-Werelds, Sara
2
Li, Xiang
2
Line, Nathaniel D.
2
Liu, Matthew Tingchi
2
Lynn, Michael
2
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QUIS <11, 2009, Wolfsburg>
1
QUIS <13, 2013, Karlstad>
1
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Dienstleistungsqualität : Konzepte - Methoden - Erfahrungen
Forum Dienstleistungsmanagement
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
Journal of service management
Serviceorientierung im Unternehmen : Forum Dienstleistungsmanagement
International journal of hospitality management
402
Journal of retailing and consumer services
331
The service industries journal
294
Journal of business research : JBR
252
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
221
The journal of services marketing
209
Working paper / National Bureau of Economic Research, Inc.
179
NBER working paper series
177
Auditing : a journal of practice & theory
174
International journal of contemporary hospitality management
161
NBER Working Paper
160
Services marketing quarterly
142
Journal of hospitality marketing & management
137
Journal of air transport management
136
The TQM journal : the international review of organizational improvement
126
Journal of travel and tourism marketing
122
Tourism management : research, policies, practice
117
International journal of quality & reliability management
112
International journal of quality and service sciences
111
Service business
109
International journal of productivity and quality management : IJPQM
107
Cogent business & management
103
Journal of service research : JSR
103
Health care management review : HCM review
102
International journal of services and operations management
102
The accounting review : a publication of the American Accounting Association
94
Total quality management & business excellence
93
Discussion paper series / IZA
92
Quality management journal : QMJ
92
Economics of education review
82
Managing service quality : MSQ ; an international journal
76
International journal of services, economics and management
75
Journal of health economics
75
Managerial auditing journal
67
International journal of auditing : IJA
66
Asia Pacific journal of marketing and logistics
62
Management science : journal of the Institute for Operations Research and the Management Sciences
62
Accounting horizons : a quarterly publication of the American Accounting Association
58
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ECONIS (ZBW)
199
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199
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1
Co-creation in healthcare : framing the outcomes and their determinants
Fusco, Floriana
;
Marsilio, Marta
;
Guglielmetti, Chiara
- In:
Journal of service management
34
(
2023
)
6
,
pp. 1-26
Persistent link: https://www.econbiz.de/10014456542
Saved in:
2
To serve and protect : a typology of service robots and their role in physically safe services
Schepers, Jeroen
;
Streukens, Sandra
- In:
Journal of service management
33
(
2022
)
2
,
pp. 197-209
Persistent link: https://www.econbiz.de/10012880723
Saved in:
3
The service triad : an empirical study of service robots, customers and frontline employees
Odekerken-Schröder, Gaby
;
Mennens, Kars
;
Steins, Mark
; …
- In:
Journal of service management
33
(
2022
)
2
,
pp. 246-292
Persistent link: https://www.econbiz.de/10012880726
Saved in:
4
Service robots, agency and embarrassing service encounters
Pitardi, Valentina
;
Wirtz, Jochen
;
Paluch, Stefanie
; …
- In:
Journal of service management
33
(
2022
)
2
,
pp. 389-414
Persistent link: https://www.econbiz.de/10012880733
Saved in:
5
Service design in healthcare : a segmentation-based approach
Engström, Jon
;
Norin, Olof
;
De Gosson de Varennes, Serge
; …
- In:
Journal of service management
33
(
2022
)
6
,
pp. 50-78
Persistent link: https://www.econbiz.de/10013537611
Saved in:
6
Axiology of tourism shopping : a cross-level investigation of value-in-the-experience (VALEX)
Wong, IpKin Anthony
;
Huang, GuoQiong Ivanka
;
Li, Zhuo
- In:
Journal of hospitality & tourism research : JHTR ; the …
48
(
2024
)
3
,
pp. 549-563
Persistent link: https://www.econbiz.de/10014633611
Saved in:
7
Consumers' ethical perceptions of autonomous service robots in hotels
Lin, Boyu
;
Lee, Woojin
;
Wise, Nicholas
;
Choi, Hwansuk Chris
- In:
Journal of hospitality & tourism research : JHTR ; the …
48
(
2024
)
6
,
pp. 964-974
Persistent link: https://www.econbiz.de/10014633805
Saved in:
8
Is a robot barista better than a human barista? : a moderating role of type of service providers
Hwang, Jinsoo
;
Kim, Jinkyung Jenny
;
Choe, Ja Young
; …
- In:
Journal of hospitality & tourism research : JHTR ; the …
48
(
2024
)
6
,
pp. 1035-1050
Persistent link: https://www.econbiz.de/10014633831
Saved in:
9
The extended reality technology (ERT) framework for designing customer and service experiences in phygital settings : a service research agenda
Batat, Wided
;
Hammedi, Wafa
- In:
Journal of service management
34
(
2023
)
1
,
pp. 10-33
Persistent link: https://www.econbiz.de/10013537613
Saved in:
10
Experiential AR/VR : a consumer and service framework and research agenda
Zarantonello, Lia
;
Schmitt, Bernd
- In:
Journal of service management
34
(
2023
)
1
,
pp. 34-55
Persistent link: https://www.econbiz.de/10013537614
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