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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:"Emotion"
~subject:"Ethiopia"
~subject:"Hospitality industry"
~subject:"Konsumentenverhalten"
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Search: subject_exact:"Kundendienst"
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Emotion
Ethiopia
Hospitality industry
Konsumentenverhalten
Customer service
44
Kundenservice
44
Dienstleistungsqualität
30
Service quality
30
Customer satisfaction
29
Kundenzufriedenheit
29
Beziehungsmarketing
23
Consumer behaviour
23
Relationship marketing
23
Beschwerdemanagement
11
Complaint management
11
customer service
5
Arbeitszufriedenheit
4
Job satisfaction
4
Australia
3
Australien
3
Dienstleistungssektor
3
Einzelhandel
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
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26
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26
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English
26
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Larivière, Bart
2
Van Vaerenbergh, Yves
2
Baker, Melissa A.
1
Benoit, Sabine
1
Bish, Rachael
1
Chen, Haipeng
1
Chen, Martin
1
Cheng, Bao
1
Cheng, Yu-chi
1
Chih, Wen-hai
1
De Keyser, Arne
1
DiPietro, Robin B.
1
Dong, Yun
1
Fan, Alei
1
Guan, Xinhua
1
Guo, Gongxing
1
Hartman, Katherine B.
1
Holmqvist, Jonas
1
Hsu, Li-chun
1
Hua, Nan
1
Jin, Dan
1
Kim, Youngsun Sean
1
Koc, Erdogan
1
Ku, Hsuan-hsuan
1
Kuo, Chien-chih
1
Lim, Weng Marc
1
Lopes, Sergio Dominique
1
Lundberg, Heléne
1
Ma, Junzhao
1
Mena, Miguela
1
Meyer, Tracy
1
Miao, Li
1
Palmeira, Mauricio
1
Peng, Yan
1
Prentice, Catherine
1
Ramkissoon, Haywantee
1
Ro, Heejung
1
Salehi-Esfahani, Saba
1
Scribner, Lisa L.
1
Shan, Minghui
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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
Journal of retailing and consumer services
49
International journal of hospitality management
47
The journal of services marketing
38
Journal of business research : JBR
30
International journal of contemporary hospitality management
17
Psychology & marketing
15
Services marketing quarterly
14
Journal of service research
13
Journal of service management
10
Journal of service research : JSR
10
Journal of service theory and practice
9
International journal of consumer studies
8
Journal of retailing
8
Journal of the Academy of Marketing Science
8
Service business
8
European journal of marketing : EJM
7
Journal of service theory and practice : JSTP
7
Gabler Edition Wissenschaft
6
International journal of quality and service sciences
6
Journal of travel and tourism marketing
6
The Cornell hospitality quarterly
6
The service industries journal
6
Academy of Management journal : AMJ
5
Cogent business & management
5
International journal of services and operations management
5
Journal of air transport management
5
Journal of consumer research : JCR ; an interdisciplinary bimonthly
5
Journal of marketing theory and practice
5
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
5
Business horizons
4
European journal of marketing
4
Ilmenauer Schriften zur Betriebswirtschaftslehre
4
Industrial marketing management : the international journal for industrial and high-tech firms
4
International journal of services, economics and management
4
Journal of consumer behaviour : an international research review
4
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
4
Marketing science : the marketing journal of the Institute for Operations Research and the Management Sciences
4
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ECONIS (ZBW)
26
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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
The impact of service failure and recovery on target and observing customers : a comparative study
Sharifi, Seyed Shahin
;
Palmeira, Mauricio
;
Ma, Junzhao
; …
- In:
Journal of hospitality marketing & management
26
(
2017
)
8
,
pp. 889-910
Persistent link: https://www.econbiz.de/10011784161
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