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~isPartOf:"Journal of marketing theory and practice"
~isPartOf:"Management science : journal of the Institute for Operations Research and the Management Sciences"
~isPartOf:"Managing service quality : MSQ ; an international journal"
~subject:"Consumer behaviour"
~subject:"Cost management"
~subject:"Dienstleistungsmanagement"
~subject:"Relationship marketing"
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Consumer behaviour
Cost management
Dienstleistungsmanagement
Relationship marketing
Customer service
34
Kundenservice
34
Konsumentenverhalten
15
Beziehungsmarketing
12
Dienstleistungsqualität
12
Service quality
12
Customer satisfaction
11
Kundenzufriedenheit
11
Beschwerdemanagement
8
Complaint management
8
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4
Retail trade
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Australien
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Contract theory
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Lieferkette
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Service recovery
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Vertragstheorie
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Aerospace industry
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Ethiopia
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KMU
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23
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Larivière, Bart
2
Rutherford, Brian N.
2
Van Vaerenbergh, Yves
2
Amos, Clinton
1
Anaza, Nwamaka A.
1
Autry, Chad W.
1
Basso, Kenny
1
Beatty, Sharon E.
1
Bellos, Ioannis
1
Benoit, Sabine
1
Brockhaus, Sebastian
1
Broilo, Patricia Liebesny
1
Buell, Ryan W.
1
Burford, Marion
1
Campbell, Dennis W.
1
Chen, Martin
1
Cheng, Yu-chi
1
Chih, Wen-hai
1
Cho, Soo-Haeng
1
Cho, Yoon-na
1
Coughlan, Anne T.
1
De Keyser, Arne
1
Espartel, Lélis Balestrin
1
Fawcett, Amydee M.
1
Fawcett, Stanley E.
1
Frei, Frances X.
1
Garzaniti, Ivana
1
Hill, Donna J.
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Holmqvist, Jonas
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Hsu, Li-chun
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Knemeyer, A. Michael
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Ku, Hsuan-hsuan
1
Kuo, Chien-chih
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Li, Zhao
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Liu, Nan
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Lundberg, Heléne
1
Mallalieu, Lynnea
1
Mathies, Christine
1
Morgan, Robert M.
1
Nageswaran, Leela
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Journal of marketing theory and practice
Management science : journal of the Institute for Operations Research and the Management Sciences
Managing service quality : MSQ ; an international journal
The journal of services marketing
54
Journal of retailing and consumer services
53
International journal of hospitality management
49
Journal of business research : JBR
37
Journal of service research
20
Journal of service research : JSR
17
SpringerLink / Bücher
17
The service industries journal
17
International journal of contemporary hospitality management
15
Services marketing quarterly
15
Psychology & marketing
14
Journal of hospitality marketing & management
12
Journal of service theory and practice
11
Journal of service theory and practice : JSTP
11
Journal of the Academy of Marketing Science
11
Gabler Edition Wissenschaft
10
Journal of service management
10
International journal of business and economics
9
Journal of marketing
9
Journal of retailing
9
Service business
9
European journal of marketing : EJM
8
International journal of consumer studies
8
International journal of quality and service sciences
8
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
8
International journal of services and operations management
7
Journal of air transport management
6
Journal of travel and tourism marketing
6
Manufacturing & service operations management : M & SOM
6
The TQM journal : the international review of organizational improvement
6
Business horizons
5
European journal of marketing
5
European research studies
5
Harvard-Business-Manager : das Wissen der Besten
5
Ilmenauer Schriften zur Betriebswirtschaftslehre
5
Industrial marketing management : the international journal for industrial and high-tech firms
5
International journal of operations & production management : IJOPM ; the official journal of the European Operations Management Association, EUROMA
5
International journal of retail & distribution management
5
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ECONIS (ZBW)
23
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1
The customer may not always be right : customer compatibility and service performance
Buell, Ryan W.
;
Campbell, Dennis W.
;
Frei, Frances X.
- In:
Management science : journal of the Institute for …
67
(
2021
)
3
,
pp. 1468-1488
Persistent link: https://www.econbiz.de/10012505994
Saved in:
2
Service design for a holistic customer experience : a process framework
Bellos, Ioannis
- In:
Management science : journal of the Institute for …
67
(
2021
)
3
,
pp. 1718-1736
Persistent link: https://www.econbiz.de/10012506026
Saved in:
3
Managing appointment-based services in the presence of walk-in customers
Shan, Wang
;
Liu, Nan
;
Wan, Guohua
- In:
Management science : journal of the Institute for …
66
(
2020
)
2
,
pp. 667-686
Persistent link: https://www.econbiz.de/10012213219
Saved in:
4
Consumer return policies in omnichannel operations
Nageswaran, Leela
;
Cho, Soo-Haeng
;
Scheller-Wolf, Alan
- In:
Management science : journal of the Institute for …
66
(
2020
)
12
,
pp. 5558-5575
Persistent link: https://www.econbiz.de/10012391392
Saved in:
5
Please clap! : how customer service quality perception affects the authenticity of sustainability initiatives
Brockhaus, Sebastian
;
Amos, Clinton
;
Fawcett, Amydee M.
; …
- In:
Journal of marketing theory and practice
25
(
2017
)
4
,
pp. 396-420
Persistent link: https://www.econbiz.de/10011771059
Saved in:
6
Altruistic punishment : a consumer response to service failure
Silva, Renata Gonçalves Santos
;
Broilo, Patricia Liebesny
- In:
Journal of marketing theory and practice
25
(
2017
)
4
,
pp. 421-435
Persistent link: https://www.econbiz.de/10011771104
Saved in:
7
Transaction convenience in the payment stage : rhe retailers' perspective
Lundberg, Heléne
;
Öhman, Peter
;
Sjödin, Ulrika
- In:
Managing service quality : MSQ ; an international journal
24
(
2014
)
5
,
pp. 434-454
Persistent link: https://www.econbiz.de/10010422328
Saved in:
8
Retaining customers after service failure recoveries : a contingency model
Wang, Kai-yu
;
Hsu, Li-chun
;
Chih, Wen-hai
- In:
Managing service quality : MSQ ; an international journal
24
(
2014
)
4
,
pp. 318-338
Persistent link: https://www.econbiz.de/10010389695
Saved in:
9
Customer intentions to ivoke service guarantees : do excellence in service recovery, type of guarantee and cultural orientation matter?
Van Vaerenbergh, Yves
;
De Keyser, Arne
;
Larivière, Bart
- In:
Managing service quality : MSQ ; an international journal
24
(
2014
)
1
,
pp. 45-62
Persistent link: https://www.econbiz.de/10010252064
Saved in:
10
Does relationship matter? : customers' response to service failure
Tsai, Chia-ching
;
Yang, Yung-kai
;
Cheng, Yu-chi
- In:
Managing service quality : MSQ ; an international journal
24
(
2014
)
2
,
pp. 139-159
Persistent link: https://www.econbiz.de/10010254024
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