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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"
~subject:"Consumer behaviour"
~subject:"Customer satisfaction"
~subject:"Service industry"
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Search: "Dienstleistungsqualität"
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Consumer behaviour
Customer satisfaction
Service industry
Dienstleistungsqualität
276
Service quality
273
Kundenzufriedenheit
136
Qualitätsmanagement
82
Quality management
80
Beziehungsmarketing
74
Relationship marketing
74
Konsumentenverhalten
67
service quality
46
Customer service
33
Kundenservice
33
Dienstleistungssektor
30
Gesundheitswesen
28
Health care system
28
Health care
27
Services
27
Dienstleistung
26
Gesundheitsversorgung
26
customer satisfaction
26
Hospital
23
Krankenhaus
23
Measurement
19
Messung
19
Product quality
18
Produktqualität
18
Customer integration
17
Kundenintegration
17
Betriebliche Wertschöpfung
16
Value creation
16
Dienstleistungsmanagement
15
Service management
15
Bank
14
AHP-Verfahren
13
India
13
Indien
13
Performance measurement
13
Performance-Messung
13
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Article
167
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2
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169
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169
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2
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2
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English
169
Author
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Edvardsson, Bo
5
Shahin, Arash
5
Adil, Mohd
3
Gustafsson, Anders
3
Ha Thu Nguyen
3
McColl-Kennedy, Janet R.
3
Tronvoll, Bård
3
Witell, Lars
3
Abdul Rahman
2
Aghdaie, Fathollah Amiri
2
Ahmed, Gouher
2
Akroush, Mamoun N.
2
Al-Hawary, Sulieman Ibraheem Shelash
2
Anh Thi Tu Le
2
Bloemer, Johanna M.
2
Boon-Cheong Chew
2
Chase, Richard B.
2
Fisk, Raymond P.
2
Gruber, Thorsten
2
Hillebrand, Bas
2
Jaakkola, Elina
2
Joosten, Herm
2
Kristensson, Per
2
Lay Hong Tan
2
Leroi-Werelds, Sara
2
Nasir, Mohd
2
Norzalita Abd Aziz
2
Odekerken-Schröder, Gaby
2
Parasuraman, A.
2
Ponsignon, Frederic
2
Riel, Allard C. R. van
2
Semeijn, Janjaap
2
Sharma, Piyush
2
Skordoulis, Michalis
2
Syaiful-Rizal Hamid
2
Willems, Kim
2
Wu, Luorong
2
Abedi, Saeed
1
Abudaqa, Anas
1
Affara, Israa B.
1
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International journal of productivity and quality management : IJPQM
International journal of services, economics and management
Journal of service management
International journal of hospitality management
298
Journal of retailing and consumer services
293
Journal of business research : JBR
193
The journal of services marketing
177
The service industries journal
147
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
144
International journal of contemporary hospitality management
119
Journal of hospitality marketing & management
115
Services marketing quarterly
104
Journal of travel and tourism marketing
102
Journal of service research : JSR
80
Service business
75
Journal of air transport management
74
The TQM journal : the international review of organizational improvement
71
Tourism management : research, policies, practice
71
Cogent business & management
67
International journal of quality and service sciences
67
International journal of services and operations management
64
International journal of quality & reliability management
63
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
57
Total quality management & business excellence
56
Asia Pacific journal of marketing and logistics
53
Managing service quality : MSQ ; an international journal
51
The international journal of bank marketing : IJBM
44
Quality management journal : QMJ
42
Journal of Asian finance, economics and business : JAFEB
40
Journal of the Academy of Marketing Science
40
Industrial marketing management : the international journal for industrial and high-tech firms
37
Journal of service research
36
Psychology & marketing
36
Journal of service theory and practice : JSTP
35
Journal of strategic marketing
35
International journal of services and operations management : IJSOM
34
International journal of business information systems : IJBIS
33
European journal of marketing : EJM
30
International journal of electronic marketing and retailing : IJEMR
30
Journal of global scholars of marketing science : bridging Asia and the world ; JGSMS
29
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ECONIS (ZBW)
169
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169
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date (oldest first)
1
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:
2
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:
3
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:
4
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:
5
Learning from the pioneering founders of the service research field
Bowen, David E.
;
Fisk, Raymond P.
;
Bateson, John E. G.
; …
- In:
Journal of service management
34
(
2023
)
4
,
pp. 605-630
Persistent link: https://www.econbiz.de/10014338196
Saved in:
6
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:
7
To automate or not to automate? : a contingency approach to service automation
Hottat, Eline
;
Leroi-Werelds, Sara
;
Streukens, Sandra
- In:
Journal of service management
34
(
2023
)
4
,
pp. 696-724
Persistent link: https://www.econbiz.de/10014338200
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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