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~isPartOf:"Journal of service research"
~isPartOf:"Tourism management : research, policies, practice"
~subject:"Dienstleistungsqualität"
~type_genre:"Article in journal"
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Search: subject_exact:"Customer relationship management"
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Dienstleistungsqualität
Beziehungsmarketing
167
Relationship marketing
167
Customer satisfaction
77
Kundenzufriedenheit
77
Consumer behaviour
75
Konsumentenverhalten
75
Service quality
61
Holiday behaviour
27
Urlaubsverhalten
27
Customer integration
24
Hotel industry
24
Hotellerie
24
Kundenintegration
24
Tourism marketing
22
Tourismusmarketing
22
Customer service
20
Kundenservice
20
Brand image
18
Markenimage
18
Social Web
17
Social web
17
Tourism
17
Beschwerdemanagement
16
Complaint management
16
Tourismus
16
Destination management
15
Destinationsmanagement
15
Tourism industry
15
Tourismuswirtschaft
15
Betriebliche Wertschöpfung
14
Value creation
14
Brand management
13
Customer value
13
Dienstleistungssektor
13
Emotion
13
Kundenwert
13
Markenführung
13
Service industry
13
Loyalty
10
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Online availability
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Undetermined
51
Free
5
Type of publication
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Article
60
Book / Working Paper
1
Type of publication (narrower categories)
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Article in journal
Aufsatz in Zeitschrift
61
Aufsatzsammlung
1
Case study
1
Fallstudie
1
Language
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English
61
Author
All
Becker, Jan U.
2
Brady, Michael K.
2
Cai, Ruiying
2
Grégoire, Yany
2
Hollebeek, Linda D.
2
Koritos, Christos
2
Lemon, Katherine N.
2
Mattila, Anna S.
2
McColl-Kennedy, Janet R.
2
Ostrom, Amy L.
2
Spann, Martin
2
Sprott, David E.
2
Su, LuJun
2
Walsh, Gianfranco
2
Akamavi, Raphaël K.
1
Albrecht, Arne Keno
1
Alonso-Almeida, María del Mar
1
Alén, Elisa
1
Anderson, Laurel
1
Andzulis, James
1
Arnold, Todd J.
1
Auh, Seigyoung
1
Azzari, Courtney Nations
1
Bagherzadeh, Ramin
1
Barrot, Christian
1
Bayón, Tomás
1
Beatty, Sharon E.
1
Beck, Jonathan M.
1
Belanche, Daniel
1
Berenguer Contrí, Gloria
1
Bernardo, Merce
1
Bhattarai, Ashok
1
Bilstein, Nicola
1
Blut, Markus
1
Bolton, Lisa E.
1
Bone, Sterling A.
1
Bose, Indranil
1
Boukis, Achilleas
1
Bourdin, David
1
Brach, Simon
1
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Published in...
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Journal of service research
Tourism management : research, policies, practice
Journal of retailing and consumer services
180
International journal of hospitality management
116
Journal of business research : JBR
108
The journal of services marketing
96
The service industries journal
75
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
56
Journal of hospitality marketing & management
54
Services marketing quarterly
50
Journal of service research : JSR
47
International journal of contemporary hospitality management
46
Journal of travel and tourism marketing
43
Service business
42
Journal of service management
37
Cogent business & management
31
The TQM journal : the international review of organizational improvement
31
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
27
Journal of strategic marketing
26
Industrial marketing management : the international journal for industrial and high-tech firms
25
The international journal of bank marketing : IJBM
25
International journal of quality and service sciences
23
Asia Pacific journal of marketing and logistics
22
Journal of the Academy of Marketing Science
22
International journal of services and operations management
21
Journal of air transport management
21
Managing service quality : MSQ ; an international journal
21
Marketing intelligence & planning
20
Total quality management & business excellence
20
International journal of services, economics and management
19
International journal of electronic customer relationship management : IJECRM
18
International journal of productivity and quality management : IJPQM
18
Psychology & marketing
18
International journal of quality & reliability management
17
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
Journal of relationship marketing : innovations & enhancements for customer service, relations & satisfaction
15
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ECONIS (ZBW)
61
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1
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61
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1
Dynamic customer value cocreation in healthcare
Danaher, Tracey S.
;
Danaher, Peter J.
;
Sweeney, Jillian C.
- In:
Journal of service research
27
(
2024
)
2
,
pp. 177-193
Persistent link: https://www.econbiz.de/10014580413
Saved in:
2
The influence of employee accent on customer participation in services
Bourdin, David
;
Sichtmann, Christina
;
Davvetas, Vasileios
- In:
Journal of service research
27
(
2024
)
2
,
pp. 194-212
Persistent link: https://www.econbiz.de/10014580418
Saved in:
3
The role of customer relationship vulnerability in service recovery
Cénophat, Sadrac
;
Eisend, Martin
;
Bayón, Tomás
; …
- In:
Journal of service research
27
(
2024
)
2
,
pp. 283-301
Persistent link: https://www.econbiz.de/10014580442
Saved in:
4
How smart should a service robot be?
Schepers, Jeroen
;
Belanche, Daniel
;
Casaló, Luis V.
; …
- In:
Journal of service research
25
(
2022
)
4
,
pp. 565-582
Persistent link: https://www.econbiz.de/10013395997
Saved in:
5
Development and validation of a service captivity scale
Rayburn, Steven W.
;
Makarem, Suzanne C.
;
Mohan, Mayoor
; …
- In:
Journal of service research
27
(
2024
)
3
,
pp. 414-431
Persistent link: https://www.econbiz.de/10014580520
Saved in:
6
Consumers on the job : contextualization crafting in expert services
Azzari, Courtney Nations
;
Anderson, Laurel
;
Mende, Martin
; …
- In:
Journal of service research
24
(
2021
)
4
,
pp. 520-541
Persistent link: https://www.econbiz.de/10012662583
Saved in:
7
Not my circus, not my monkeys? : frontline employee perceptions of customer deviant behaviors and service firms' guardianship policies
Fennell, Patrick B.
;
Lorenz, Melanie P.
;
Hall, Kristina …
- In:
Journal of service research
26
(
2023
)
3
,
pp. 422-440
Persistent link: https://www.econbiz.de/10014325997
Saved in:
8
Constructive resistance in the frontlines : how frontline employees' resistance to customer incivility affects customer observers
Kamran-Disfani, Omid
;
Bagherzadeh, Ramin
;
Bhattarai, Ashok
- In:
Journal of service research
26
(
2023
)
4
,
pp. 560-577
Persistent link: https://www.econbiz.de/10014580332
Saved in:
9
Service provider to the rescue : how firm recovery of do-it-yourself service failure turns consumers from competitors to satisfied customers
Hall, Matthew J.
;
Hyodo, Jamie D.
- In:
Journal of service research
26
(
2023
)
4
,
pp. 578-596
Persistent link: https://www.econbiz.de/10014580334
Saved in:
10
Customer equity drivers, customer experience quality, and customer profitability in banking services : the moderating role of social influence
Gao, Lily
;
Melero-Polo, Iguácel
;
Sesé, F. Javier
- In:
Journal of service research
23
(
2020
)
2
,
pp. 174-193
Persistent link: https://www.econbiz.de/10012216517
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