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~isPartOf:"International journal of services, economics and management"
~isPartOf:"Journal of the Operational Research Society : OR"
~isPartOf:"Public management review"
~subject:"Beziehungsmarketing"
~subject:"United Kingdom"
~type:"article"
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Search: subject_exact:"Mystery shopping"
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Beziehungsmarketing
United Kingdom
Dienstleistungsqualität
128
Service quality
128
Customer satisfaction
52
Kundenzufriedenheit
52
Public services
34
Öffentliche Dienstleistung
34
Consumer behaviour
28
Konsumentenverhalten
28
Relationship marketing
22
service quality
17
Gesundheitsversorgung
16
Health care
16
Gesundheitswesen
12
Health care system
12
customer satisfaction
12
Quality management
11
Qualitätsmanagement
11
Hospital
10
Krankenhaus
10
Betriebliche Wertschöpfung
9
Customer service
9
Kundenservice
9
Value creation
9
Dienstleistung
8
Malaysia
8
Performance measurement
8
Performance-Messung
8
Services
8
Customer integration
7
Kundenintegration
7
quality
7
China
6
Dienstleistungssektor
6
Hotel industry
6
Hotellerie
6
India
6
Indien
6
Mobile communications
6
Mobilkommunikation
6
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10
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1
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Article in journal
27
Aufsatz in Zeitschrift
27
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English
27
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Cham Tat Huei
2
Abdul Rahman
1
Affara, Israa B.
1
Akroush, Mamoun N.
1
Anwar, Sohail
1
Bakhshandeh, Ghasem
1
Boon Liat Cheng
1
Cheah, Jun-Hwa
1
Checkland, Kath
1
Chong, Han-Xi
1
Chuah, Stephanie Hui-wen
1
Chung, Kwanghun
1
Costa, Renato J. Lopes da
1
Daunt, Kate L.
1
Dawood, Shuhd A.
1
Dent, Michael M.
1
Dias, Álvaro Lopes
1
Easvaralingam, Yalini
1
Eugene Cheng-xi Aw
1
Fazli, S. Mohamad
1
Godwin, Benny J.
1
Gonçalves, Rui
1
Gruber, Thorsten
1
Günal, M. M.
1
Hardyman, Wendy
1
Heang, Lee Teck
1
Hew, Teck-soon
1
Hiram Ting
1
Howard, Susan J.
1
Jackson, Michael C.
1
Jayawardena, Chandana
1
Jing, Dong
1
Johnston, N.
1
Jung, Tobias
1
Kania, Nathalie
1
Kislov, Roman
1
Kitchener, Martin
1
Kruger, Jack
1
Leong, Lai-ying
1
Liao, Z.
1
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International journal of services, economics and management
Journal of the Operational Research Society : OR
Public management review
Journal of retailing and consumer services
180
International journal of hospitality management
117
Journal of business research : JBR
110
The journal of services marketing
98
The service industries journal
85
Journal of hospitality marketing & management
55
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
55
Services marketing quarterly
54
Journal of service research : JSR
48
International journal of contemporary hospitality management
47
Journal of travel and tourism marketing
45
Service business
42
Journal of service management
37
The TQM journal : the international review of organizational improvement
33
Tourism management : research, policies, practice
32
Cogent business & management
31
Journal of service research
31
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
28
Journal of strategic marketing
27
The international journal of bank marketing : IJBM
26
Industrial marketing management : the international journal for industrial and high-tech firms
25
International journal of quality and service sciences
24
Asia Pacific journal of marketing and logistics
22
International journal of services and operations management
22
Journal of the Academy of Marketing Science
22
Managing service quality : MSQ ; an international journal
22
Journal of air transport management
21
Total quality management & business excellence
21
Marketing intelligence & planning
20
International journal of productivity and quality management : IJPQM
19
Journal of service theory and practice
19
International journal of electronic customer relationship management : IJECRM
18
International journal of quality & reliability management
18
Psychology & marketing
18
Journal of relationship marketing : innovations and enhancements for customer service, relations, and satisfaction
17
Journal of marketing
16
Journal of service theory and practice : JSTP
16
European journal of marketing : EJM
15
Journal of Asian finance, economics and business : JAFEB
15
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ECONIS (ZBW)
27
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1
"Real-world" priority setting for service improvement in English primary care : a decentred approach
Kislov, Roman
;
Checkland, Kath
;
Wilson, Paul M.
; …
- In:
Public management review
25
(
2023
)
1
,
pp. 150-174
Persistent link: https://www.econbiz.de/10013548256
Saved in:
2
Influence of personalisation and hedonic motivation on repurchase intention : the mediating role of customer experience and loyalty
Bakhshandeh, Ghasem
;
Sharifi, Sajad
;
Rezaei, Sayed Mohammad
- In:
International journal of services, economics and management
14
(
2023
)
1
,
pp. 42-57
Persistent link: https://www.econbiz.de/10014311179
Saved in:
3
Understanding the conceptualisation and strategies of service recovery processes in service organisations
Anwar, Sohail
- In:
International journal of services, economics and management
14
(
2023
)
2
,
pp. 175-197
Persistent link: https://www.econbiz.de/10014311637
Saved in:
4
'We' want apology! Tailoring service recovery and self-construal to earn customer forgiveness
Eugene Cheng-xi Aw
;
Chuah, Stephanie Hui-wen
;
Fazli, S. …
- In:
International journal of services, economics and management
13
(
2022
)
3
,
pp. 225-242
Persistent link: https://www.econbiz.de/10013552572
Saved in:
5
How service design can improve the patient experience
Rego, Sofia
;
Pereira, Leandro
;
Dias, Álvaro Lopes
; …
- In:
International journal of services, economics and management
13
(
2022
)
4
,
pp. 410-449
Persistent link: https://www.econbiz.de/10013552729
Saved in:
6
A disaggregated approach to establishing the antecedents and outcome of relationship quality in the South African banking industry
Mostert, Pierre
;
Theron, Eksteen
;
Kruger, Jack
- In:
International journal of services, economics and management
12
(
2021
)
4
,
pp. 317-337
Persistent link: https://www.econbiz.de/10012800833
Saved in:
7
What determines customers' loyalty towards telecommunication service? : mediating roles of satisfaction and trust
Hiram Ting
;
Tan, Kim-Lim
;
Lim, Xin-Jean
;
Cheah, Jun-Hwa
; …
- In:
International journal of services, economics and management
11
(
2020
)
3
,
pp. 234-255
Persistent link: https://www.econbiz.de/10012522608
Saved in:
8
Understanding the antecedents of service decisions : an integration of service promiscuity and customer citizenship behaviour
Godwin, Benny J.
;
Wright, Rowena
- In:
International journal of services, economics and management
10
(
2019
)
1
,
pp. 34-54
Persistent link: https://www.econbiz.de/10012178909
Saved in:
9
Service innovation : building a sustainable competitive advantage in higher education
Boon Liat Cheng
;
Cham Tat Huei
;
Dent, Michael M.
; …
- In:
International journal of services, economics and management
10
(
2019
)
4
,
pp. 289-309
Persistent link: https://www.econbiz.de/10012178948
Saved in:
10
Customer value : encounter satisfaction : overall satisfaction : examining the relationship in tourism destinations
Zouni, Georgia
;
Tsogas, Markos Marios H.
;
Lykoudi, …
- In:
International journal of services, economics and management
10
(
2019
)
4
,
pp. 357-379
Persistent link: https://www.econbiz.de/10012178955
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