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~isPartOf:"International journal of business and economics"
~isPartOf:"Journal of hospitality marketing & management"
~isPartOf:"Managing service quality : MSQ ; an international journal"
~subject:"Complaint management"
~subject:"Emotion"
~subject:"Hospitality industry"
~subject:"Konsumentenverhalten"
~subject:"Relationship marketing"
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Search: subject_exact:"Kundendienst"
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Complaint management
Emotion
Hospitality industry
Konsumentenverhalten
Relationship marketing
Customer service
44
Kundenservice
44
Dienstleistungsqualität
30
Service quality
30
Customer satisfaction
29
Kundenzufriedenheit
29
Beziehungsmarketing
23
Consumer behaviour
23
Beschwerdemanagement
11
customer service
5
Arbeitszufriedenheit
4
Job satisfaction
4
Australia
3
Australien
3
Dienstleistungssektor
3
Einzelhandel
3
Ethiopia
3
Hospital
3
Hotel industry
3
Hotellerie
3
Krankenhaus
3
Retail trade
3
Service failure
3
Service industry
3
Service recovery
3
customer loyalty
3
service encounter
3
service failure
3
service recovery
3
Äthiopien
3
Arbeitsverhalten
2
Cable television
2
Dienstleistungsmarketing
2
Gastgewerbe
2
KMU
2
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Article
36
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36
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36
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English
36
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Larivière, Bart
2
Van Vaerenbergh, Yves
2
Anaza, Nwamaka A.
1
Baker, Melissa A.
1
Benoit, Sabine
1
Bish, Rachael
1
Burford, Marion
1
Chan, Auston
1
Chen, Haipeng
1
Chen, Martin
1
Chen, Po-Ju
1
Cheng, Bao
1
Cheng, Yu-chi
1
Chih, Wen-hai
1
Cunha, Miguel Pina e
1
De Keyser, Arne
1
DiPietro, Robin B.
1
Dong, Yun
1
Fan, Alei
1
Garzaniti, Ivana
1
Gazzoli, Gabriel
1
Guan, Xinhua
1
Guo, Gongxing
1
Haberern, Lauren
1
Hartman, Katherine B.
1
Holmqvist, Jonas
1
Hsu, Li-chun
1
Hua, Nan
1
Jin, Dan
1
Kamoche, Ken
1
Kim, Chloe Shinae
1
Kim, Peter Beomcheol
1
Kim, Youngsun Sean
1
Koc, Erdogan
1
Ku, Hsuan-hsuan
1
Kuo, Chien-chih
1
Li, Zhao
1
Lim, Weng Marc
1
Lopes, Sergio Dominique
1
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1
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Published in...
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International journal of business and economics
Journal of hospitality marketing & management
Managing service quality : MSQ ; an international journal
The journal of services marketing
61
Journal of retailing and consumer services
59
International journal of hospitality management
57
Journal of business research : JBR
44
Journal of service research
22
Journal of service research : JSR
22
International journal of contemporary hospitality management
20
The service industries journal
20
Journal of service theory and practice
17
SpringerLink / Bücher
17
Psychology & marketing
16
Services marketing quarterly
16
Journal of service management
14
Journal of service theory and practice : JSTP
13
Service business
13
Journal of retailing
12
Journal of the Academy of Marketing Science
12
Gabler Edition Wissenschaft
10
Journal of marketing
10
International journal of quality and service sciences
9
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
9
European journal of marketing : EJM
8
International journal of consumer studies
8
Journal of travel and tourism marketing
8
Business horizons
7
European journal of marketing
7
International journal of operations & production management : IJOPM ; the official journal of the European Operations Management Association, EUROMA
7
International journal of services and operations management
7
Journal of air transport management
7
The TQM journal : the international review of organizational improvement
7
Tourism management : research, policies, practice
7
Cogent business & management
6
International journal of retail & distribution management
6
International journal of services, economics and management
6
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
6
Journal of marketing theory and practice
6
Marketing : ZFP ; journal of research and management
6
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ECONIS (ZBW)
36
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1
Customer delight, engagement, experience, value co-creation, place identity, and revisit intention : a new conceptual framework
Shoukat, Muhammad Haroon
;
Ramkissoon, Haywantee
- In:
Journal of hospitality marketing & management
31
(
2022
)
6
,
pp. 757-775
Persistent link: https://www.econbiz.de/10013327890
Saved in:
2
Service robot's responses in service recovery and service evaluation : the moderating role of robots' social perception
Shan, Minghui
;
Zhu, Zhenzhong
;
Chen, Haipeng
;
Sun, Sijie
- In:
Journal of hospitality marketing & management
33
(
2024
)
2
,
pp. 145-168
Persistent link: https://www.econbiz.de/10014511796
Saved in:
3
Responding to negative reviews? : the interplay of management response strategy and service failure type
Salehi-Esfahani, Saba
;
Torres, Edwin
;
Hua, Nan
- In:
Journal of hospitality marketing & management
32
(
2023
)
1
,
pp. 29-49
Persistent link: https://www.econbiz.de/10013545802
Saved in:
4
Sexual orientation identity matters : lesbian, gay, and bi-sexual customers’ perceptions of service encounters
Ro, Heejung
- In:
Journal of hospitality marketing & management
32
(
2023
)
1
,
pp. 75-94
Persistent link: https://www.econbiz.de/10013545807
Saved in:
5
Examining the spillover effects of problems at home on proactive customer service performance in the hospitality industry : the overlooked side of the work-family interface
Cheng, Bao
;
Guo, Gongxing
;
Dong, Yun
;
Peng, Yan
- In:
Journal of hospitality marketing & management
30
(
2021
)
3
,
pp. 354-372
Persistent link: https://www.econbiz.de/10012513777
Saved in:
6
The impact of customer controllability and service recovery type on customer satisfaction and consequent behavior intentions
Jin, Dan
;
DiPietro, Robin B.
;
Fan, Alei
- In:
Journal of hospitality marketing & management
29
(
2020
)
1
,
pp. 65-87
Persistent link: https://www.econbiz.de/10012256118
Saved in:
7
Emotional intelligence or artificial intelligence : an employee perspective
Prentice, Catherine
;
Lopes, Sergio Dominique
;
Wang, Xuequn
- In:
Journal of hospitality marketing & management
29
(
2020
)
4
,
pp. 377-403
Persistent link: https://www.econbiz.de/10012256141
Saved in:
8
Customers' reactions to other customer caused service failures : the effects of tie strength on customer loyalty
Kim, Youngsun Sean
;
Baker, Melissa A.
- In:
Journal of hospitality marketing & management
29
(
2020
)
6
,
pp. 682-701
Persistent link: https://www.econbiz.de/10012256164
Saved in:
9
Employee attractiveness and customers' service failure perceptions
Villi, Bilge
;
Koc, Erdogan
- In:
Journal of hospitality marketing & management
27
(
2018
)
1
,
pp. 41-60
Persistent link: https://www.econbiz.de/10011848320
Saved in:
10
Getting back to basics with modern technology : accuracy, timeliness, and customer service
Shelby, Lori
- In:
International journal of business and economics
16
(
2017
)
2
,
pp. 201-204
Persistent link: https://www.econbiz.de/10011971493
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