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~isPartOf:"Dienstleistungsqualität : Konzepte - Methoden - Erfahrungen"
~isPartOf:"Forum Dienstleistungsmanagement"
~isPartOf:"Journal of service management"
~isPartOf:"Serviceorientierung im Unternehmen : Forum Dienstleistungsmanagement"
~type:"article"
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Dienstleistungsqualität
118
Service quality
118
Customer satisfaction
45
Kundenzufriedenheit
45
Beziehungsmarketing
42
Relationship marketing
42
Consumer behaviour
33
Konsumentenverhalten
33
Customer service
28
Kundenservice
28
Dienstleistungssektor
25
Service industry
25
Services
25
Dienstleistung
24
Customer integration
14
Kundenintegration
14
Gesundheitswesen
13
Health care system
13
Theorie
13
Theory
13
Betriebliche Wertschöpfung
12
Value creation
12
Quality management
11
Qualitätsmanagement
11
Customer experience
10
Health care
10
Dienstleistungsmanagement
9
Gesundheitsversorgung
9
Service management
9
Beschwerdemanagement
8
Complaint management
8
Dienstleistungsmarketing
8
Robot
8
Roboter
8
Services marketing
8
Arbeitszufriedenheit
7
Job satisfaction
7
Service innovation
7
Arbeitsverhalten
6
Einzelhandel
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Edvardsson, Bo
6
Witell, Lars
5
Bruhn, Manfred
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Fisk, Raymond P.
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McColl-Kennedy, Janet R.
4
Gustafsson, Anders
3
Riel, Allard C. R. van
3
Stauss, Bernd
3
Tronvoll, Bård
3
Beirão, Gabriela
2
Bloemer, Johanna M.
2
Brown, Stephen Walter
2
Chase, Richard B.
2
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2
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2
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2
Joosten, Herm
2
Kristensson, Per
2
Leroi-Werelds, Sara
2
Mahr, Dominik
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Michel, Stefan
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Paluch, Stefanie
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Parasuraman, A.
2
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Semeijn, Janjaap
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Sharma, Piyush
2
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1
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Anderson, Laurel
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Arteaga, Francisco
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Dienstleistungsqualität : Konzepte - Methoden - Erfahrungen
Forum Dienstleistungsmanagement
Journal of service management
Serviceorientierung im Unternehmen : Forum Dienstleistungsmanagement
International journal of hospitality management
401
Journal of retailing and consumer services
330
The service industries journal
285
Journal of business research : JBR
251
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
216
The journal of services marketing
209
Auditing : a journal of practice & theory
173
International journal of contemporary hospitality management
161
Services marketing quarterly
140
Journal of hospitality marketing & management
137
Journal of air transport management
135
The TQM journal : the international review of organizational improvement
124
Journal of travel and tourism marketing
121
Tourism management : research, policies, practice
115
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
International journal of services and operations management
102
Health care management review : HCM review
101
The accounting review : a publication of the American Accounting Association
94
Total quality management & business excellence
91
Quality management journal : QMJ
89
Economics of education review
82
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
77
Journal of health economics
75
Managing service quality : MSQ ; an international journal
75
International journal of services, economics and management
71
International journal of auditing : IJA
66
Managerial auditing journal
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
Industrial marketing management : the international journal for industrial and high-tech firms
58
The international journal of bank marketing : IJBM
58
Journal of service research
57
Journal of health organization and management
55
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ECONIS (ZBW)
118
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51
Setting the stage for service experience : design strategies for functional services
Beltagui, Ahmad
;
Candi, Marina
;
Riedel, Johann
- In:
Journal of service management
27
(
2016
)
5
,
pp. 751-772
Persistent link: https://www.econbiz.de/10011553130
Saved in:
52
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:
53
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
Saved in:
54
Enhancing customer relationships with retail service brands : the role of customer engagement
So, Kevin Kam Fung
;
King, Ceridwyn
;
Sparks, Beverley
; …
- In:
Journal of service management
27
(
2016
)
2
,
pp. 170-193
Persistent link: https://www.econbiz.de/10011565134
Saved in:
55
Domestic versus offshore service providers : the impact of cost, time, and quality sacrifices on consumer choice
Forman, Andrew M.
;
Thelen, Shawn
;
Shapiro, Terri
- In:
Journal of service management
26
(
2015
)
4
,
pp. 608-624
Persistent link: https://www.econbiz.de/10011416771
Saved in:
56
Service appropriation : how do customers make the service their own?
Mifsud, Matthieu
;
Cases, Anne-Sophie
;
N'Goala, Gilles
- In:
Journal of service management
26
(
2015
)
5
,
pp. 706-725
Persistent link: https://www.econbiz.de/10011503550
Saved in:
57
A process-output classification for customer participation in services
Dong, Beibei
;
Sivakumar, K.
- In:
Journal of service management
26
(
2015
)
5
,
pp. 726-750
Persistent link: https://www.econbiz.de/10011503557
Saved in:
58
Healthcare experience quality : an empirical exploration using content analysis techniques
Ponsignon, Frederic
;
Smart, Andi
;
Williams, Mike
;
Hall, …
- In:
Journal of service management
26
(
2015
)
3
,
pp. 460-485
Persistent link: https://www.econbiz.de/10011389090
Saved in:
59
"We(b)care" : how review set balance moderates the appropriate response strategy to negative online reviews
Dens, Nathalie
;
Pelsmacker, Patrick de
;
Purnawirawan, …
- In:
Journal of service management
26
(
2015
)
3
,
pp. 486-515
Persistent link: https://www.econbiz.de/10011389108
Saved in:
60
Service role and outcome as moderators in intercultural service encounters
Sharma, Piyush
;
Tam, Jackie L. M.
;
Kim, Namwoon
- In:
Journal of service management
26
(
2015
)
1
,
pp. 137-155
Persistent link: https://www.econbiz.de/10010504614
Saved in:
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