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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
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Edvardsson, Bo
6
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Fisk, Raymond P.
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McColl-Kennedy, Janet R.
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3
Riel, Allard C. R. van
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Stauss, Bernd
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Tronvoll, Bård
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Engström, Jon
2
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Michel, Stefan
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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
284
Journal of business research : JBR
239
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
172
International journal of contemporary hospitality management
161
Services marketing quarterly
140
Journal of hospitality marketing & management
136
Journal of air transport management
135
The TQM journal : the international review of organizational improvement
122
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
Journal of service research : JSR
103
International journal of services and operations management
102
Health care management review : HCM review
101
Cogent business & management
100
The accounting review : a publication of the American Accounting Association
94
Total quality management & business excellence
90
Quality management journal : QMJ
86
Economics of education review
79
Managing service quality : MSQ ; an international journal
75
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
74
Journal of health economics
73
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
The international journal of bank marketing : IJBM
58
Industrial marketing management : the international journal for industrial and high-tech firms
57
Accounting horizons : a quarterly publication of the American Accounting Association
55
Journal of health organization and management
55
Journal of Asian finance, economics and business : JAFEB
54
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ECONIS (ZBW)
118
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118
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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
Making the customer experience journey more hedonic in a traditionally utilitarian service context : a case study
Ponsignon, Frédéric
- In:
Journal of service management
34
(
2023
)
2
,
pp. 294-315
Persistent link: https://www.econbiz.de/10014337953
Saved in:
7
Service system well-being : scale development and validation
Laud, Gaurangi
;
Chou, Cindy Yunhsin
;
Leo, Wei Wei Cheryl
- In:
Journal of service management
34
(
2023
)
3
,
pp. 368-402
Persistent link: https://www.econbiz.de/10014337973
Saved in:
8
Empathetic creativity for frontline employees in the age of service robots : conceptualization and scale development
Do, Khoa The
;
Gip, Huy
;
Guchait, Priyanko
;
Wang, Chen-Ya
; …
- In:
Journal of service management
34
(
2023
)
3
,
pp. 433-466
Persistent link: https://www.econbiz.de/10014338160
Saved in:
9
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:
10
Value creation and cost reduction in health care : outcomes of online participation by health-care professionals
Hogreve, Jens
;
Beierlein, Andrea
- In:
Journal of service management
34
(
2023
)
3
,
pp. 553-579
Persistent link: https://www.econbiz.de/10014338188
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