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~isPartOf:"International journal of productivity and quality management : IJPQM"
~isPartOf:"International journal of services, economics and management"
~isPartOf:"Journal of service management"
~isPartOf:"The service industries journal"
~subject:"Consumer behaviour"
~subject:"Customer satisfaction"
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Search: "Dienstleistungsqualität"
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Consumer behaviour
Customer satisfaction
Dienstleistungsqualität
568
Service quality
565
Kundenzufriedenheit
236
Beziehungsmarketing
149
Relationship marketing
149
Konsumentenverhalten
130
Qualitätsmanagement
94
Quality management
92
service quality
62
Dienstleistungssektor
61
Service industry
61
Customer service
50
Kundenservice
50
Health care
41
Services
41
Dienstleistung
40
Gesundheitsversorgung
40
Gesundheitswesen
39
Health care system
39
customer satisfaction
39
Hospital
37
Krankenhaus
37
Performance measurement
32
Performance-Messung
32
Customer integration
29
Kundenintegration
29
Beschwerdemanagement
28
Complaint management
28
Taiwan
28
Betriebliche Wertschöpfung
27
Hotellerie
27
Measurement
27
Messung
27
Value creation
27
Hotel industry
26
Product quality
26
Produktqualität
26
Bank
24
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3
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282
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285
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285
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3
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3
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1
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1
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285
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Edvardsson, Bo
4
Shahin, Arash
4
Tronvoll, Bård
4
Ha Thu Nguyen
3
Kandampully, Jay
3
Abdul Rahman
2
Adil, Mohd
2
Aghdaie, Fathollah Amiri
2
Ahmed, Gouher
2
Akroush, Mamoun N.
2
Al-Hawary, Sulieman Ibraheem Shelash
2
Alkire, Linda
2
Anh Thi Tu Le
2
Bloemer, Johanna M.
2
Boon-Cheong Chew
2
Gruber, Thorsten
2
Gustafsson, Anders
2
Hillebrand, Bas
2
Joosten, Herm
2
Klaus, Philipp
2
Lassar, Walfried M.
2
Lay Hong Tan
2
Liu, Tsung-chi
2
McColl-Kennedy, Janet R.
2
Norzalita Abd Aziz
2
Park, Sang-June
2
Ponsignon, Frederic
2
Rayburn, Steven W.
2
Rha, June-young
2
Riel, Allard C. R. van
2
Roy, Sanjit
2
Semeijn, Janjaap
2
Sharma, Piyush
2
Skordoulis, Michalis
2
Syaiful-Rizal Hamid
2
Tsaur, Sheng-hshiung
2
Wang, Jing
2
Willems, Kim
2
Wu, Luorong
2
Xu, Yingzi
2
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International journal of productivity and quality management : IJPQM
International journal of services, economics and management
Journal of service management
The service industries journal
International journal of hospitality management
289
Journal of retailing and consumer services
286
Journal of business research : JBR
184
The journal of services marketing
164
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
136
International journal of contemporary hospitality management
114
Journal of hospitality marketing & management
113
Journal of travel and tourism marketing
101
Services marketing quarterly
95
Journal of air transport management
72
Journal of service research : JSR
70
Tourism management : research, policies, practice
70
Service business
68
The TQM journal : the international review of organizational improvement
67
Cogent business & management
65
International journal of quality and service sciences
62
International journal of services and operations management
60
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
55
Total quality management & business excellence
55
International journal of quality & reliability management
54
Asia Pacific journal of marketing and logistics
53
Managing service quality : MSQ ; an international journal
49
The international journal of bank marketing : IJBM
44
Quality management journal : QMJ
41
Journal of Asian finance, economics and business : JAFEB
40
Journal of the Academy of Marketing Science
39
Psychology & marketing
35
Journal of strategic marketing
34
International journal of services and operations management : IJSOM
32
International journal of business information systems : IJBIS
31
Journal of service theory and practice : JSTP
30
European journal of marketing : EJM
29
Industrial marketing management : the international journal for industrial and high-tech firms
29
International journal of electronic marketing and retailing : IJEMR
29
Journal of retailing
29
Journal of service research
28
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ECONIS (ZBW)
285
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285
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1
Conflict-solving as a mediator between customer incivility and service performance
Auh, Seigyoung
;
Mengüç, Bülent
;
Thompson, Frauke Mattison
- In:
The service industries journal
44
(
2024
)
5/6
,
pp. 342-377
Persistent link: https://www.econbiz.de/10014551100
Saved in:
2
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:
3
The importance of perceived fairness in product customization settings
Scholl-Grissemann, Ursula
;
Sauer, Nicola E.
;
Teichmann, …
- In:
The service industries journal
42
(
2022
)
11/12
,
pp. 823-842
Persistent link: https://www.econbiz.de/10013362153
Saved in:
4
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:
5
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:
6
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
Saved in:
7
Mediating service experiences with online photos : the role of consumers' perceptions of the mediated servicescape
He, Zeya
;
Wu, Luorong
;
Li, Xiang
- In:
Journal of service management
34
(
2023
)
4
,
pp. 657-695
Persistent link: https://www.econbiz.de/10014338199
Saved in:
8
Self-service technology recovery : the importance of psychological need support
Keating, Byron W.
;
Aslan, Marjan
- In:
Journal of service management
34
(
2023
)
4
,
pp. 725-749
Persistent link: https://www.econbiz.de/10014338201
Saved in:
9
Bridging two tales of engagement : a meta-analytic review of employee engagement and customer engagement in service contexts
Michel, Eric J.
;
Lindsey-Hall, Kristina K.
;
Kepes, Sven
; …
- In:
Journal of service management
34
(
2023
)
5
,
pp. 843-866
Persistent link: https://www.econbiz.de/10014456476
Saved in:
10
A meta-analysis of the impact of customer mistreatment on service employees' affective, attitudinal and behavioral outcomes
Wu, Yu
;
Groth, Markus
;
Zhang, Kaixin
;
Minbashian, Amirali
- In:
Journal of service management
34
(
2023
)
5
,
pp. 896-940
Persistent link: https://www.econbiz.de/10014456504
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