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~isPartOf:"International journal of hospitality management"
~isPartOf:"Journal of service research"
~isPartOf:"Journal of service theory and practice : JSTP"
~isPartOf:"Psychology & marketing"
~subject:"Bank"
~subject:"Service quality"
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Search: subject:"Beziehungsmarketing"
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Bank
Service quality
Beziehungsmarketing
478
Relationship marketing
478
Consumer behaviour
290
Konsumentenverhalten
290
Customer satisfaction
213
Kundenzufriedenheit
213
Dienstleistungsqualität
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Mattila, Anna S.
6
Jang, Soocheong
5
Han, Heesup
4
Prentice, Catherine
4
Qu, Hailin
4
Torres, Edwin N.
4
Walsh, Gianfranco
4
Wong, IpKin Anthony
4
DiPietro, Robin B.
3
Becker, Jan U.
2
Blut, Markus
2
Brady, Michael K.
2
Bulchand-Gidumal, Jacques
2
Busser, James A.
2
Cheng, Bao
2
Groth, Markus
2
Grégoire, Yany
2
Ha, Jooyeon
2
Hollebeek, Linda D.
2
Huey Chern Boo
2
Kim, Haemi
2
King, Ceridwyn
2
Lai, Ivan K. W.
2
Lee, Lindsey
2
Lehto, Xinran Y.
2
Lemon, Katherine N.
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Li, Shuhao
2
Liu, Canmian
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Lu, Lu
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Melián-González, Santiago
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Ostrom, Amy L.
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Plewa, Carolin
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Ryu, Kisang
2
Shulga, Lenna V.
2
So, Kevin Kam Fung
2
Spann, Martin
2
Sprott, David E.
2
Sreejesh, S.
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International journal of hospitality management
Journal of service research
Journal of service theory and practice : JSTP
Psychology & marketing
Journal of retailing and consumer services
184
Journal of business research : JBR
111
The journal of services marketing
97
The service industries journal
83
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
56
The international journal of bank marketing : IJBM
55
Journal of hospitality marketing & management
54
Services marketing quarterly
51
Journal of service research : JSR
48
International journal of contemporary hospitality management
46
Journal of travel and tourism marketing
43
Service business
42
Journal of service management
38
Cogent business & management
33
Journal of strategic marketing
31
The TQM journal : the international review of organizational improvement
31
International journal of electronic customer relationship management : IJECRM
30
Tourism management : research, policies, practice
29
Industrial marketing management : the international journal for industrial and high-tech firms
28
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
27
International journal of quality and service sciences
24
Asia Pacific journal of marketing and logistics
22
Journal of financial services marketing : JFSM
22
Journal of the Academy of Marketing Science
22
Managing service quality : MSQ ; an international journal
22
Marketing intelligence & planning
22
Total quality management & business excellence
22
International journal of services and operations management
21
Journal of air transport management
21
International journal of services, economics and management
19
European journal of marketing : EJM
18
International journal of productivity and quality management : IJPQM
18
Journal of marketing
18
Journal of relationship marketing : innovations & enhancements for customer service, relations & satisfaction
18
Journal of relationship marketing : innovations and enhancements for customer service, relations, and satisfaction
18
International journal of quality & reliability management
17
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ECONIS (ZBW)
183
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1
Eliminating customer experience pain points in complex customer journeys through smart service solutions
Holz, Heiko F.
;
Becker, Marc
;
Blut, Markus
;
Paluch, Stefanie
- In:
Psychology & marketing
41
(
2024
)
3
,
pp. 592-609
Persistent link: https://www.econbiz.de/10014467620
Saved in:
2
Dynamic customer value cocreation in healthcare
Danaher, Tracey S.
;
Danaher, Peter J.
;
Sweeney, Jillian C.
- In:
Journal of service research
27
(
2024
)
2
,
pp. 177-193
Persistent link: https://www.econbiz.de/10014580413
Saved in:
3
The influence of employee accent on customer participation in services
Bourdin, David
;
Sichtmann, Christina
;
Davvetas, Vasileios
- In:
Journal of service research
27
(
2024
)
2
,
pp. 194-212
Persistent link: https://www.econbiz.de/10014580418
Saved in:
4
The role of customer relationship vulnerability in service recovery
Cénophat, Sadrac
;
Eisend, Martin
;
Bayón, Tomás
; …
- In:
Journal of service research
27
(
2024
)
2
,
pp. 283-301
Persistent link: https://www.econbiz.de/10014580442
Saved in:
5
Ordinary customer experience : conceptualization, characterization, and implications
Heinonen, Kristina
;
Lipkin, Michaela
- In:
Psychology & marketing
40
(
2023
)
9
,
pp. 1720-1736
Persistent link: https://www.econbiz.de/10014338320
Saved in:
6
When and why signaling frontline employee inexperience can prove to be an asset : effects on consumer forgiveness for service failure
Flacandji, Michaël
;
Cusin, Julien
;
Lunardo, Renaud
- In:
Psychology & marketing
40
(
2023
)
12
,
pp. 2728-2742
Persistent link: https://www.econbiz.de/10014432547
Saved in:
7
The customer is often wrong : investigating the influence of customer failures and apologies on frontline service employee well-being
Robertson, Nichola
;
Rotman, Jeffrey
;
MacQuilken, Lisa
; …
- In:
Psychology & marketing
40
(
2023
)
4
,
pp. 825-844
Persistent link: https://www.econbiz.de/10014290864
Saved in:
8
How can customers cope with cognitive demands of professional services? : the role of employee coping support
Garbas, Janina
;
Blaurock, Marah
;
Büttgen, Marion
; …
- In:
Psychology & marketing
40
(
2023
)
5
,
pp. 867-887
Persistent link: https://www.econbiz.de/10014290866
Saved in:
9
Digital presence in service recovery : the interactive effect of customer salutations and employee photographs in email signatures
Walsh, Gianfranco
;
Shiu, Edward
;
Schaarschmidt, Mario
; …
- In:
Psychology & marketing
39
(
2022
)
12
,
pp. 2361-2383
Persistent link: https://www.econbiz.de/10013465198
Saved in:
10
How smart should a service robot be?
Schepers, Jeroen
;
Belanche, Daniel
;
Casaló, Luis V.
; …
- In:
Journal of service research
25
(
2022
)
4
,
pp. 565-582
Persistent link: https://www.econbiz.de/10013395997
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