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~isPartOf:"International journal of productivity and quality management : IJPQM"
~isPartOf:"Journal of service management"
~subject:"Consumer behaviour"
~subject:"Customer satisfaction"
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Search: "Dienstleistungsqualität"
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Consumer behaviour
Customer satisfaction
Dienstleistungsqualität
201
Service quality
198
Kundenzufriedenheit
92
Qualitätsmanagement
71
Quality management
69
Beziehungsmarketing
55
Relationship marketing
55
Konsumentenverhalten
42
service quality
31
Customer service
26
Dienstleistungssektor
26
Kundenservice
26
Service industry
26
Gesundheitswesen
25
Health care system
25
Services
25
Dienstleistung
24
Health care
23
Gesundheitsversorgung
22
Hospital
19
Krankenhaus
19
Product quality
18
Produktqualität
18
Customer integration
17
Kundenintegration
17
Betriebliche Wertschöpfung
15
Measurement
15
Messung
15
Value creation
15
customer satisfaction
14
Dienstleistungsmanagement
12
Service management
12
AHP-Verfahren
11
AHP approach
10
Bank
10
Customer experience
10
Jordanien
10
Performance measurement
10
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1
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Article
104
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104
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104
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English
104
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Shahin, Arash
4
Edvardsson, Bo
3
Ha Thu Nguyen
3
Tronvoll, Bård
3
Adil, Mohd
2
Aghdaie, Fathollah Amiri
2
Al-Hawary, Sulieman Ibraheem Shelash
2
Anh Thi Tu Le
2
Bloemer, Johanna M.
2
Boon-Cheong Chew
2
Gustafsson, Anders
2
Hillebrand, Bas
2
Joosten, Herm
2
Lay Hong Tan
2
McColl-Kennedy, Janet R.
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
Agarwal, Sonal
1
Ahmed, Gouher
1
Ajarmah, Balqees Salem
1
Akasheh, Sajad
1
Al Shurideh, Muhammad
1
Al-Nady, Bahaà Abdul-Hafez Attallah
1
Alasonas, Panteleimon
1
Albrecht, Carmen-Maria
1
Alkire, Linda
1
Allada, Vijaya Kameswari
1
Alzoubi, Haitham M.
1
Anber Abraheem Shlash Mohammad
1
Anil, Anu P.
1
Apornak, Arash
1
Aslan, Marjan
1
Atulkar, Sunil
1
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Published in...
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International journal of productivity and quality management : IJPQM
Journal of service management
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
The service industries journal
131
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
International journal of services, economics and management
50
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)
104
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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
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:
6
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:
7
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:
8
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
Saved in:
9
A meta-analysis of the relationship between service teamwork mechanisms and customer service outcomes
Yue, Yumeng
;
Zettna, Nate
;
Cheng, Shuoxin
;
Nguyen, Helena
- In:
Journal of service management
34
(
2023
)
5
,
pp. 941-969
Persistent link: https://www.econbiz.de/10014456519
Saved in:
10
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
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