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~isPartOf:"International journal of productivity and quality management : IJPQM"
~isPartOf:"Journal of air transport management"
~isPartOf:"Journal of hospitality marketing & management"
~isPartOf:"Managing service quality : MSQ ; an international journal"
~subject:"Complaint management"
~subject:"Customer satisfaction"
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Complaint management
Customer satisfaction
Kundenzufriedenheit
369
Dienstleistungsqualität
249
Service quality
249
Consumer behaviour
144
Konsumentenverhalten
144
Beziehungsmarketing
116
Relationship marketing
116
Quality management
69
Qualitätsmanagement
69
Hotel industry
51
Hotellerie
51
Airline
49
Fluggesellschaft
49
service quality
37
Beschwerdemanagement
36
Gastronomie
36
Restaurant industry
36
Customer service
33
Kundenservice
33
customer satisfaction
33
Emotion
32
Taiwan
29
Airport
28
Flughafen
28
Air passenger transport
24
Air transport
24
Arbeitszufriedenheit
24
Job satisfaction
24
Luftverkehr
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Passagierluftverkehr
24
Viral marketing
23
Virales Marketing
23
satisfaction
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Hospital
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Krankenhaus
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Holiday behaviour
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Shahin, Arash
7
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5
Han, Heesup
4
Beise-Zee, Rian
3
Bilgihan, Anil
3
Cobanoglu, Cihan
3
DiPietro, Robin B.
3
Goh, Ben
3
Gomes, Carlos Francisco
3
Ha Thu Nguyen
3
Kim, Mi Ran
3
Martín, Juan Carlos
3
Pantouvakis, Angelos
3
Park, Jin-Woo
3
Prayag, Girish
3
Qu, Hailin
3
Adil, Mohd
2
Aghdaie, Fathollah Amiri
2
Al-Hawary, Sulieman Ibraheem Shelash
2
Al-Refaie, Abbas
2
Anh Thi Tu Le
2
Assaker, Guy
2
Baloglu, Seyhmus
2
Bezerra, George C. L.
2
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2
Boon-Cheong Chew
2
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2
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2
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2
Del Chiappa, Giacomo
2
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Fan, Alei
2
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2
Gregory, Amy M.
2
Grobelna, Aleksandra
2
Ha, Hong Youl
2
Hsiao, Aaron
2
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2
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2
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Australian and New Zealand Marketing Academy
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International journal of productivity and quality management : IJPQM
Journal of air transport management
Journal of hospitality marketing & management
Managing service quality : MSQ ; an international journal
Journal of retailing and consumer services
421
International journal of hospitality management
355
Journal of business research : JBR
291
The journal of services marketing
191
The service industries journal
171
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
170
Tourism management : research, policies, practice
167
Journal of travel and tourism marketing
162
International journal of contemporary hospitality management
140
Cogent business & management
100
Services marketing quarterly
99
Journal of travel research : a quarterly publication of the Travel and Tourism Research Association
94
Journal of service research : JSR
88
Asia Pacific journal of marketing and logistics
85
Service business
85
The TQM journal : the international review of organizational improvement
83
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
81
Tourism management perspectives : TMP
81
Psychology & marketing
78
Journal of the Academy of Marketing Science
72
Journal of service management
70
Industrial marketing management : the international journal for industrial and high-tech firms
69
The international journal of bank marketing : IJBM
66
International journal of quality and service sciences
64
Total quality management & business excellence
64
International journal of services and operations management
63
Journal of strategic marketing
63
Tourism analysis : an interdisciplinary tourism & hospitality journal
61
European journal of marketing : EJM
59
Journal of Asian finance, economics and business : JAFEB
59
International journal of quality & reliability management
57
International journal of services, economics and management
52
Journal of retailing
52
Journal of marketing
51
Kundenzufriedenheit : Konzepte - Methoden - Erfahrungen
50
SpringerLink / Bücher
50
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ECONIS (ZBW)
369
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1
Drivers of service productivity in the hospitality industry : a customer perspective
Ha Thu Nguyen
;
Anh Thi Tu Le
;
Truong Trong Hoang
- In:
International journal of productivity and quality …
39
(
2023
)
4
,
pp. 464-489
Persistent link: https://www.econbiz.de/10014364110
Saved in:
2
Effect of value co-creation on customer satisfaction : the mediating role of brand equity
González-Mansilla, Oscar Luis
;
Serra Cantallops, Antoni
; …
- In:
Journal of hospitality marketing & management
32
(
2023
)
2
,
pp. 242-263
Persistent link: https://www.econbiz.de/10013545839
Saved in:
3
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:
4
Analysing human and system related barriers of TQM in automobile industries using fuzzy DEMATEL approach
Yadav, Ram Nath
;
Kumar, Devendra
;
Sharma, Ajay Kumar
; …
- In:
International journal of productivity and quality …
35
(
2022
)
2
,
pp. 193-219
Persistent link: https://www.econbiz.de/10013093263
Saved in:
5
Identifying customer perceived value components and their impact on customer satisfaction using big data analytics
Aghdaie, Fathollah Amiri
;
Mousavi, Mohsen
- In:
International journal of productivity and quality …
37
(
2022
)
3
,
pp. 344-360
Persistent link: https://www.econbiz.de/10013448954
Saved in:
6
An empirical investigation into the impact of product quality dimensions on improving the order-winners and customer satisfaction
Alzoubi, Haitham M.
;
Ahmed, Gouher
;
Al Shurideh, Muhammad
- In:
International journal of productivity and quality …
36
(
2022
)
2
,
pp. 169-186
Persistent link: https://www.econbiz.de/10013369895
Saved in:
7
Insights into customer online reviews of service quality in hotels : evidence from Vietnam
Ha Thu Nguyen
;
Anh Thi Tu Le
;
Nguyen Hoang
;
Phong Thai Le
- In:
International journal of productivity and quality …
36
(
2022
)
2
,
pp. 265-292
Persistent link: https://www.econbiz.de/10013369910
Saved in:
8
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:
9
Who's asking? : social platform and research sponsors' identity biases in guests' hospitality experience-reviews : a case study of Spanish hotels
Woodside, Arch G.
;
Bernal, Pedro Mir
;
Garraza, Teresa Sabada
- In:
Journal of hospitality marketing & management
33
(
2024
)
2
,
pp. 233-250
Persistent link: https://www.econbiz.de/10014511803
Saved in:
10
The relationships among overall service quality, customer satisfaction and customer loyalty in library services
Kachwala, Tohid
;
Panchal, Dinesh
;
Bali, Aditya
- In:
International journal of productivity and quality …
33
(
2021
)
2
,
pp. 198-217
Persistent link: https://www.econbiz.de/10012595606
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