//--> //--> //--> //-->
Toggle navigation
Logout
Change account settings
EN
DE
ES
FR
A-Z
Beta
About EconBiz
News
Thesaurus (STW)
Research Skills
Help
EN
DE
ES
FR
My account
Logout
Change account settings
Login
Publications
Events
Your search terms
Search
Retain my current filters
~isPartOf:"Journal of hospitality marketing & management"
~isPartOf:"Psychology & marketing"
~subject:"Complaint management"
~subject:"Hospital"
~subject:"Kundenservice"
~subject:"Markenimage"
Search options
All Fields
Title
Exact title
Subject
Author
Institution
ISBN/ISSN
Published in...
Publisher
Open Access only
Advanced
Search history
My EconBiz
Favorites
Loans
Reservations
Fines
You are here:
Home
Search: "Dienstleistungsqualität"
Narrow search
Delete all filters
| 6 applied filters
Year of publication
From:
To:
Subject
All
Complaint management
Hospital
Kundenservice
Markenimage
Dienstleistungsqualität
178
Service quality
178
Customer satisfaction
121
Kundenzufriedenheit
121
Consumer behaviour
103
Konsumentenverhalten
103
Beziehungsmarketing
72
Relationship marketing
72
Hotel industry
48
Hotellerie
48
Beschwerdemanagement
34
Gastronomie
33
Restaurant industry
33
Customer service
24
service quality
20
Viral marketing
19
Virales Marketing
19
Emotion
18
Krankenhaus
18
service failure
18
Hospitality industry
16
Gastgewerbe
15
customer satisfaction
15
customer loyalty
14
satisfaction
12
service recovery
12
Dienstleistungssektor
11
Service industry
11
Brand image
10
Brand management
10
Markenführung
10
hospitality
10
Arbeitsverhalten
9
Quality management
9
Qualitätsmanagement
9
Work behaviour
9
more ...
less ...
Online availability
All
Undetermined
48
Free
7
Type of publication
All
Article
71
Type of publication (narrower categories)
All
Article in journal
71
Aufsatz in Zeitschrift
71
Language
All
English
71
Author
All
Bai, Billy
2
Fan, Alei
2
Koc, Erdogan
2
Li, Minglong
2
MacQuilken, Lisa
2
Mattila, Anna S.
2
Miao, Li
2
Qiu, Hailian
2
Ro, Heejung
2
Robertson, Nichola
2
Sparks, Beverley
2
Ali, Sara
1
Anning-Dorson, Thomas
1
Anusree, M. R.
1
Ashraf, Rohail
1
Assaker, Guy
1
Ates, Zelal
1
Bachrach, Daniel G.
1
Baker, Melissa A.
1
Baker, Thomas L.
1
Ball, Joan P.
1
Bao, Yongchuan
1
Barnes, Stuart J.
1
Berenguer Contrí, Gloria
1
Blaurock, Marah
1
Bogicevic, Vanja
1
Borghi, Matteo
1
Browning, Victoria
1
Bujisic, Milos
1
Butcher, Ken
1
Byun, Jaemun
1
Büttgen, Marion
1
Cai, Ruiying
1
Campbell, Colin L.
1
Chen, Haipeng
1
Chen, Shu-Hsiang
1
Cheng, Bao
1
Chi, Oscar Hengxuan
1
Choi, Hyeyoon
1
Choo, Wei Chong
1
more ...
less ...
Published in...
All
Journal of hospitality marketing & management
Psychology & marketing
International journal of hospitality management
139
Journal of retailing and consumer services
99
Journal of business research : JBR
81
The journal of services marketing
79
Health care management review : HCM review
73
International journal of contemporary hospitality management
53
The service industries journal
47
Journal of health economics
40
Quality management journal : QMJ
38
Working paper / National Bureau of Economic Research, Inc.
37
Journal of health organization and management
36
NBER working paper series
34
Service business
33
NBER Working Paper
31
Services marketing quarterly
31
Journal of service management
30
Journal of service research : JSR
30
The TQM journal : the international review of organizational improvement
30
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
30
Journal of travel and tourism marketing
26
Journal of service research
24
Health marketing quarterly
23
Journal of the Academy of Marketing Science
23
International journal of productivity and quality management : IJPQM
22
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
22
Tourism management : research, policies, practice
22
Health economics
21
International journal of quality and service sciences
21
Journal of air transport management
21
International journal of services and operations management
20
Management science : journal of the Institute for Operations Research and the Management Sciences
20
Total quality management & business excellence
19
Cogent business & management
18
International journal of quality & reliability management
17
International journal of pharmaceutical and healthcare marketing : IJPHM
16
Managing service quality : MSQ ; an international journal
16
Technological forecasting & social change : an international journal
16
Asia Pacific journal of marketing and logistics
15
more ...
less ...
Source
All
ECONIS (ZBW)
71
Showing
1
-
10
of
71
Sort
relevance
articles prioritized
date (newest first)
date (oldest first)
1
Mapping the service recovery research landscape : a bibliometric-based systematic review
Mir, Mahmood
;
Ashraf, Rohail
;
Syed, Tahir Abbas
;
Ali, Sara
- In:
Psychology & marketing
40
(
2023
)
10
,
pp. 2060-2087
Persistent link: https://www.econbiz.de/10014338470
Saved in:
2
The impact of service robots on customer satisfaction online ratings : the moderating effects of rapport and contextual review factors
Borghi, Matteo
;
Mariani, Marcello M.
;
Vega, Rodrigo P.
; …
- In:
Psychology & marketing
40
(
2023
)
11
,
pp. 2355-2369
Persistent link: https://www.econbiz.de/10014432406
Saved in:
3
When and why signaling frontline employee inexperience can prove to be an asset : effects on consumer forgiveness for service failure
Flacandji, Michaël
;
Cusin, Julien
;
Lunardo, Renaud
- In:
Psychology & marketing
40
(
2023
)
12
,
pp. 2728-2742
Persistent link: https://www.econbiz.de/10014432547
Saved in:
4
The customer is often wrong : investigating the influence of customer failures and apologies on frontline service employee well-being
Robertson, Nichola
;
Rotman, Jeffrey
;
MacQuilken, Lisa
; …
- In:
Psychology & marketing
40
(
2023
)
4
,
pp. 825-844
Persistent link: https://www.econbiz.de/10014290864
Saved in:
5
How can customers cope with cognitive demands of professional services? : the role of employee coping support
Garbas, Janina
;
Blaurock, Marah
;
Büttgen, Marion
; …
- In:
Psychology & marketing
40
(
2023
)
5
,
pp. 867-887
Persistent link: https://www.econbiz.de/10014290866
Saved in:
6
Buffer bots : the role of virtual service agents in mitigating negative effects when service fails
Sands, Sean
;
Campbell, Colin L.
;
Plangger, Kirk
;
Pitt, …
- In:
Psychology & marketing
39
(
2022
)
11
,
pp. 2039-2054
Persistent link: https://www.econbiz.de/10013465140
Saved in:
7
Digital presence in service recovery : the interactive effect of customer salutations and employee photographs in email signatures
Walsh, Gianfranco
;
Shiu, Edward
;
Schaarschmidt, Mario
; …
- In:
Psychology & marketing
39
(
2022
)
12
,
pp. 2361-2383
Persistent link: https://www.econbiz.de/10013465198
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
There's not much to tell : the impact of emotional resilience on negative word-of-mouth following service failure
Lteif, Lama
;
Rubin, Dan
;
Ball, Joan P.
;
Lamberton, Cait
- In:
Psychology & marketing
40
(
2023
)
9
,
pp. 1808-1820
Persistent link: https://www.econbiz.de/10014338326
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
Saved in:
1
2
3
4
5
6
7
8
Next
Last
Results per page
10
25
50
100
250
A service of the
zbw
×
Loading...
//-->