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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"
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Consumer behaviour
Cost management
Dienstleistungsmanagement
Customer service
34
Kundenservice
34
Konsumentenverhalten
15
Beziehungsmarketing
12
Dienstleistungsqualität
12
Relationship marketing
12
Service quality
12
Customer satisfaction
11
Kundenzufriedenheit
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Amos, Clinton
1
Autry, Chad W.
1
Basso, Kenny
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Bellos, Ioannis
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Benoit, Sabine
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Brockhaus, Sebastian
1
Broilo, Patricia Liebesny
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Fawcett, Stanley E.
1
Frei, Frances X.
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Hill, Donna J.
1
Holmqvist, Jonas
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Hsu, Li-chun
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Knemeyer, A. Michael
1
Ku, Hsuan-hsuan
1
Kuo, Chien-chih
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Larivière, Bart
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Lundberg, Heléne
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Shan, Wang
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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
Journal of retailing and consumer services
43
International journal of hospitality management
38
The journal of services marketing
36
Journal of business research : JBR
24
Services marketing quarterly
14
Psychology & marketing
13
International journal of contemporary hospitality management
11
Journal of hospitality marketing & management
11
Journal of service research
11
Journal of retailing
8
Journal of service research : JSR
8
Journal of the Academy of Marketing Science
8
European journal of marketing : EJM
7
International journal of consumer studies
7
Journal of service management
7
Journal of service theory and practice
7
Journal of service theory and practice : JSTP
7
Gabler Edition Wissenschaft
6
International journal of quality and service sciences
6
Service business
6
SpringerLink / Bücher
6
Ilmenauer Schriften zur Betriebswirtschaftslehre
5
International journal of business and economics
5
International journal of services and operations management
5
Journal of air transport management
5
Journal of travel and tourism marketing
5
The service industries journal
5
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
5
Cogent business & management
4
European journal of marketing
4
Journal of consumer behaviour : an international research review
4
Journal of consumer research : JCR ; an interdisciplinary bimonthly
4
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
4
Manufacturing & service operations management : M & SOM
4
Marketing science : the marketing journal of the Institute for Operations Research and the Management Sciences
4
Technological forecasting & social change : an international journal
4
The Cornell hospitality quarterly
4
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ECONIS (ZBW)
17
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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
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
Saved in:
10
Service recovery's impact on customers next-in-line
Van Vaerenbergh, Yves
;
Vermeir, Iris
;
Larivière, Bart
- In:
Managing service quality : MSQ ; an international journal
23
(
2013
)
6
,
pp. 495-512
Persistent link: https://www.econbiz.de/10010202243
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