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~isPartOf:"Dienstleistungsqualität : Konzepte - Methoden - Erfahrungen"
~isPartOf:"Forum Dienstleistungsmanagement"
~isPartOf:"Journal of service management"
~isPartOf:"Serviceorientierung im Unternehmen : Forum Dienstleistungsmanagement"
~subject:"Arbeitszufriedenheit"
~subject:"Beschwerdemanagement"
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Search: "Dienstleistungsqualität"
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Arbeitszufriedenheit
Beschwerdemanagement
Dienstleistungsqualität
122
Service quality
122
Customer satisfaction
45
Kundenzufriedenheit
45
Beziehungsmarketing
44
Relationship marketing
44
Consumer behaviour
33
Konsumentenverhalten
33
Customer service
29
Kundenservice
29
Dienstleistung
26
Dienstleistungssektor
26
Service industry
26
Services
26
Customer integration
15
Kundenintegration
15
Betriebliche Wertschöpfung
13
Gesundheitswesen
13
Health care system
13
Theorie
13
Theory
13
Value creation
13
Dienstleistungsmanagement
11
Quality management
11
Qualitätsmanagement
11
Service management
11
Customer experience
10
Health care
10
Dienstleistungsmarketing
9
Gesundheitsversorgung
9
Services marketing
9
Complaint management
8
Robot
8
Roboter
8
Job satisfaction
7
Service innovation
7
Arbeitsverhalten
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Tronvoll, Bård
2
Aslan, Marjan
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Bloemer, Johanna M.
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Brengman, Malaika
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Crisafulli, Benedetta
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Edvardsson, Bo
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Gauquier, Laurens de
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Hillebrand, Bas
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Joosten, Herm
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Kepes, Sven
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Kingshott, Russel P. J.
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Kong, Titus Tak Chuen
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Leon, Matthew
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Lin, Cheng-Yu
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Lin, Jiun-Sheng Chris
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Dienstleistungsqualität : Konzepte - Methoden - Erfahrungen
Forum Dienstleistungsmanagement
Journal of service management
Serviceorientierung im Unternehmen : Forum Dienstleistungsmanagement
International journal of hospitality management
75
Journal of business research : JBR
56
Journal of retailing and consumer services
50
The journal of services marketing
39
Journal of hospitality marketing & management
30
International journal of contemporary hospitality management
26
The service industries journal
25
Journal of service research : JSR
21
Service business
21
Services marketing quarterly
18
Journal of the Academy of Marketing Science
17
International journal of quality and service sciences
14
Journal of air transport management
14
Journal of service research
14
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
14
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
13
European journal of marketing : EJM
12
Journal of service theory and practice : JSTP
12
Managing service quality : MSQ ; an international journal
12
Asia Pacific journal of marketing and logistics
10
Journal of service theory and practice
10
Journal of strategic marketing
10
Marketing letters : a journal of research in marketing
10
Psychology & marketing
10
Health care management review : HCM review
9
Journal of marketing
9
Marketing intelligence & planning
9
Tourism management : research, policies, practice
9
Cogent business & management
8
Industrial marketing management : the international journal for industrial and high-tech firms
8
Journal of travel and tourism marketing
8
Journal of travel research : a quarterly publication of the Travel and Tourism Research Association
8
International journal of business and economics
7
Journal of retailing
7
The Cornell hospitality quarterly
6
Tourism management perspectives : TMP
6
Australasian marketing journal
5
International journal of services and operations management : IJSOM
5
Journal of Asian finance, economics and business : JAFEB
5
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ECONIS (ZBW)
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1
Frontline employee expectations on working with physical robots in retailing
Willems, Kim
;
Verhulst, Nanouk
;
Gauquier, Laurens de
; …
- In:
Journal of service management
34
(
2023
)
3
,
pp. 467-492
Persistent link: https://www.econbiz.de/10014338164
Saved in:
2
Self-service technology recovery : the importance of psychological need support
Keating, Byron W.
;
Aslan, Marjan
- In:
Journal of service management
34
(
2023
)
4
,
pp. 725-749
Persistent link: https://www.econbiz.de/10014338201
Saved in:
3
Bridging two tales of engagement : a meta-analytic review of employee engagement and customer engagement in service contexts
Michel, Eric J.
;
Lindsey-Hall, Kristina K.
;
Kepes, Sven
; …
- In:
Journal of service management
34
(
2023
)
5
,
pp. 843-866
Persistent link: https://www.econbiz.de/10014456476
Saved in:
4
Consumer control in service recovery : beyond decisional control
Joosten, Herm
;
Bloemer, Johanna M.
;
Hillebrand, Bas
- In:
Journal of service management
28
(
2017
)
3
,
pp. 499-519
Persistent link: https://www.econbiz.de/10011758717
Saved in:
5
Why are Generation Y consumers the most likely to complain and repurchase?
Soares, Raquel Reis
;
Zhang, Ting Ting
;
Proença, João F.
; …
- In:
Journal of service management
28
(
2017
)
3
,
pp. 520-540
Persistent link: https://www.econbiz.de/10011758761
Saved in:
6
The influence of service employees' nonverbal communication on customer-employee rapport in the service encounter
Lin, Cheng-Yu
;
Lin, Jiun-Sheng Chris
- In:
Journal of service management
28
(
2017
)
1
,
pp. 107-132
Persistent link: https://www.econbiz.de/10011654999
Saved in:
7
A double whammy effect of ethnicity and gender on consumer responses to management level service failures
Wu, Luorong
;
Han, Rachel
;
Mattila, Anna S.
- In:
Journal of service management
27
(
2016
)
3
,
pp. 339-359
Persistent link: https://www.econbiz.de/10011583559
Saved in:
8
Service guarantee as a recovery strategy : the impact of guarantee terms on perceived justice and firm motives
Crisafulli, Benedetta
;
Singh, Jaywant
- In:
Journal of service management
27
(
2016
)
2
,
pp. 117-143
Persistent link: https://www.econbiz.de/10011564670
Saved in:
9
Internal service quality as a driver of employee satisfaction, commitment and performance : exploring the focal role of employee well-being
Sharma, Piyush
;
Kong, Titus Tak Chuen
;
Kingshott, …
- In:
Journal of service management
27
(
2016
)
5
,
pp. 773-797
Persistent link: https://www.econbiz.de/10011553151
Saved in:
10
When public services fail : a research agenda on public service failure
Walle, Steven van de
- In:
Journal of service management
27
(
2016
)
5
,
pp. 831-846
Persistent link: https://www.econbiz.de/10011553217
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