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~isPartOf:"Journal of hospitality marketing & management"
~isPartOf:"Journal of service theory and practice"
~subject:"Hospital"
~subject:"Kundenservice"
~subject:"Markenimage"
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Search: "Dienstleistungsqualität"
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Hospital
Kundenservice
Markenimage
Dienstleistungsqualität
165
Service quality
165
Customer satisfaction
117
Kundenzufriedenheit
117
Consumer behaviour
91
Konsumentenverhalten
91
Beziehungsmarketing
69
Relationship marketing
69
Hotel industry
48
Hotellerie
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Gastronomie
33
Restaurant industry
33
Beschwerdemanagement
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Complaint management
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Customer service
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service quality
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Emotion
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Gastgewerbe
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Virales Marketing
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customer loyalty
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customer satisfaction
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service failure
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Robot
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Work behaviour
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hospitality
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satisfaction
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Brand image
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Bai, Billy
2
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1
Ahmadi, Zahra
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1
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Journal of hospitality marketing & management
Journal of service theory and practice
International journal of hospitality management
110
Journal of retailing and consumer services
74
Health care management review : HCM review
73
The journal of services marketing
63
Journal of business research : JBR
57
International journal of contemporary hospitality management
41
Journal of health economics
41
Working paper / National Bureau of Economic Research, Inc.
37
Journal of health organization and management
36
Quality management journal : QMJ
36
NBER working paper series
34
The service industries journal
34
NBER Working Paper
31
The TQM journal : the international review of organizational improvement
29
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
28
Journal of service management
24
Services marketing quarterly
24
Health marketing quarterly
23
Journal of service research
23
Health economics
22
Journal of travel and tourism marketing
22
International journal of productivity and quality management : IJPQM
21
Management science : journal of the Institute for Operations Research and the Management Sciences
20
International journal of quality and service sciences
19
Service business
19
Tourism management : research, policies, practice
19
International journal of services and operations management
18
Journal of service research : JSR
18
Total quality management & business excellence
18
International journal of pharmaceutical and healthcare marketing : IJPHM
16
Cogent business & management
15
Health care management science
15
International journal of quality & reliability management
15
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
15
Technological forecasting & social change : an international journal
15
The European journal of health economics : HEPAC ; health economics in prevention and care
15
Journal of air transport management
14
Ruhr economic papers
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ECONIS (ZBW)
51
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1
Serving customers through chatbots : positive and negative effects on customer experience
Ranieri, Angelo
;
Di Bernardo, Irene
;
Mele, Cristina
- In:
Journal of service theory and practice
34
(
2024
)
2
,
pp. 191-215
Persistent link: https://www.econbiz.de/10014526066
Saved in:
2
The demand-what-you-want strategy to service recovery : achieving high customer satisfaction with low service failure compensation using anchoring and precision effects
Korn, Nathalie
;
Björkman, Jesper
;
Ek, Peter
;
Pihlgren, …
- In:
Journal of service theory and practice
33
(
2023
)
7
,
pp. 73-93
Persistent link: https://www.econbiz.de/10014448174
Saved in:
3
Where service recovery meets its paradox : implications for avoiding overcompensation
Edström, Andreas
;
Nylander, Beatrice
;
Molin, Jonas
; …
- In:
Journal of service theory and practice
32
(
2022
)
7
,
pp. 1-13
Persistent link: https://www.econbiz.de/10013485922
Saved in:
4
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:
5
Organizational practices to co-create value with family members engaged in service journeys of their loved ones
Verleye, Katrien
;
Holvoet, Sofie
- In:
Journal of service theory and practice
34
(
2024
)
2
,
pp. 319-340
Persistent link: https://www.econbiz.de/10014526078
Saved in:
6
Factors influencing consumer forgiveness : a systematic literature review and directions for future research
Kim, Yungchul
;
Ho, Ting Hin
;
Tan, Lay Peng
;
Casidy, Riza
- In:
Journal of service theory and practice
33
(
2023
)
5
,
pp. 601-628
Persistent link: https://www.econbiz.de/10014339764
Saved in:
7
Antecedents and consequences of effective customer participation : the role of customer education and service modularity
Shah, Syed Aamir Ali
;
Jajja, Muhammad Shakeel Sadiq
; …
- In:
Journal of service theory and practice
33
(
2023
)
5
,
pp. 697-720
Persistent link: https://www.econbiz.de/10014339773
Saved in:
8
Understanding the role of customer incivility and supervisor monitoring in the relationship between customer orientation and frontline employees' emotional exhaustion
Xie, Fang
;
Zhang, Xufan
;
Ye, Jing
;
Zhou, Lulu
;
Zhang, …
- In:
Journal of service theory and practice
33
(
2023
)
6
,
pp. 797-819
Persistent link: https://www.econbiz.de/10014448096
Saved in:
9
When frontline robots emerge: the double-edged-sword effect of anticipated trust on intention to switch brands after service failure
Cui, Jinsheng
;
Zhang, Mengwei
;
Zhong, Jianan
- In:
Journal of service theory and practice
33
(
2023
)
6
,
pp. 842-872
Persistent link: https://www.econbiz.de/10014448129
Saved in:
10
Antecedents of proactive customer service performance in hospitality : a meta-analysis
Yan, Zhen
;
Mansor, Zuraina Dato’
;
Choo, Wei Chong
- In:
Journal of hospitality marketing & management
32
(
2023
)
4
,
pp. 505-529
Persistent link: https://www.econbiz.de/10014281028
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