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~isPartOf:"Forschungsbeiträge des Lehrstuhls Univ.-Prof. Dr. Anton Meyer und der Fördergesellschaft Finanzdienstleistungs-Marketing (FFM) e.V. an der Johannes-Gutenberg-Universität Mainz"
~isPartOf:"Journal of retailing"
~isPartOf:"Management science : journal of the Institute for Operations Research and the Management Sciences"
~isPartOf:"The TQM journal : the international review of organizational improvement"
~isPartOf:"The journal of business & industrial marketing"
~subject:"Retail trade"
~subject:"Service quality"
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Retail trade
Service quality
Customer service
52
Kundenservice
52
Customer satisfaction
24
Kundenzufriedenheit
24
Dienstleistungsqualität
22
Beziehungsmarketing
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17
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10
Complaint management
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Qualitätsmanagement
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B-to-B-Marketing
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Business-to-business marketing
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Deutschland
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Germany
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Online retailing
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Forschungsbeiträge des Lehrstuhls Univ.-Prof. Dr. Anton Meyer und der Fördergesellschaft Finanzdienstleistungs-Marketing (FFM) e.V. an der Johannes-Gutenberg-Universität Mainz
Journal of retailing
Management science : journal of the Institute for Operations Research and the Management Sciences
The TQM journal : the international review of organizational improvement
The journal of business & industrial marketing
Journal of retailing and consumer services
62
International journal of hospitality management
55
The journal of services marketing
54
Journal of business research : JBR
39
Journal of service management
21
Journal of service research
21
International journal of contemporary hospitality management
19
The service industries journal
17
Journal of service research : JSR
16
Journal of hospitality marketing & management
15
Journal of service theory and practice
14
Services marketing quarterly
13
Psychology & marketing
11
International journal of services and operations management
10
Journal of air transport management
10
Journal of the Academy of Marketing Science
10
Service business
10
Journal of service theory and practice : JSTP
9
Managing service quality : MSQ ; an international journal
9
International journal of quality and service sciences
8
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
8
Tourism management : research, policies, practice
8
Industrial marketing management : the international journal for industrial and high-tech firms
7
International journal of business and economics
7
International journal of services, economics and management
7
Journal of travel and tourism marketing
7
The Cornell hospitality quarterly
7
Asia Pacific journal of marketing and logistics
6
Cogent business & management
6
European journal of marketing
6
International journal of consumer studies
6
International journal of operations & production management : IJOPM ; the official journal of the European Operations Management Association, EUROMA
6
International journal of physical distribution & logistics management : IJPD & LM
6
International journal of retail & distribution management
6
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
6
Marketing letters : a journal of research in marketing
6
Benchmarking : an international journal ; BIJ
5
Business horizons
5
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ECONIS (ZBW)
29
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1
Do memorable restaurant experiences affect eWOM? : the moderating effect of consumers' behavioural engagement on social networking sites
Souki, Gustavo Quiroga
;
Oliveira, Alessandro Silva de
; …
- In:
The TQM journal : the international review of …
35
(
2023
)
8
,
pp. 2255-2281
Persistent link: https://www.econbiz.de/10014457640
Saved in:
2
Multiple psychological climates and employee self-regulatory focus : implications for frontline employee work behavior and service performance
Sok, Keo Mony
;
Danaher, Tracey S.
;
Sok, Phyra
- In:
Journal of retailing
99
(
2023
)
2
,
pp. 228-246
Persistent link: https://www.econbiz.de/10014321977
Saved in:
3
The clock is tickin-Or is it? : customer satisfaction response to waiting shorter vs. longer than expected during a service encounter
Caruelle, Delphine
;
Lervik-Olsen, Line
;
Gustafsson, Anders
- In:
Journal of retailing
99
(
2023
)
2
,
pp. 247-264
Persistent link: https://www.econbiz.de/10014321982
Saved in:
4
How and why (imagined) online reviews impact frontline retail encounters
Marder, Ben
;
Angell, Robert J.
;
Boyd, Eric
- In:
Journal of retailing
99
(
2023
)
2
,
pp. 265-279
Persistent link: https://www.econbiz.de/10014321993
Saved in:
5
Putting the "service" into B2B marketing : key developments in service research and their relevance for B2B
Wirtz, Jochen
;
Kowalkowski, Christian
- In:
The journal of business & industrial marketing
38
(
2023
)
2
,
pp. 272-289
Persistent link: https://www.econbiz.de/10013539114
Saved in:
6
Customer prioritization, product complexity and business ties : implications for job stress and customer service performance
Yeniaras, Volkan
;
Kaya, Ilker
- In:
The journal of business & industrial marketing
37
(
2022
)
2
,
pp. 417-432
Persistent link: https://www.econbiz.de/10012798432
Saved in:
7
Managing a global retail brand in different markets : meta-analyses of customer responses to service encounters
Bolton, Ruth N.
;
Gustafsson, Anders
;
Tarasi, Crina O.
; …
- In:
Journal of retailing
98
(
2022
)
2
,
pp. 294-314
Persistent link: https://www.econbiz.de/10013364286
Saved in:
8
Moving from a goods- to a service-oriented organization : a perspective on the role of corporate culture and human resource management
Zabala, Kristina
;
Campos, Jose Antonio
;
Narvaiza, Lorea
- In:
The journal of business & industrial marketing
37
(
2022
)
6
,
pp. 1197-1207
Persistent link: https://www.econbiz.de/10013400009
Saved in:
9
The customer may not always be right : customer compatibility and service performance
Buell, Ryan W.
;
Campbell, Dennis W.
;
Frei, Frances X.
- In:
Management science : journal of the Institute for …
67
(
2021
)
3
,
pp. 1468-1488
Persistent link: https://www.econbiz.de/10012505994
Saved in:
10
Service design for a holistic customer experience : a process framework
Bellos, Ioannis
- In:
Management science : journal of the Institute for …
67
(
2021
)
3
,
pp. 1718-1736
Persistent link: https://www.econbiz.de/10012506026
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