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~isPartOf:"Journal of the Academy of Marketing Science"
~isPartOf:"Journal of the Operational Research Society : OR"
~isPartOf:"Public management review"
~subject:"Beziehungsmarketing"
~subject:"United Kingdom"
~type:"article"
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Search: subject_exact:"Mystery shopping"
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Beziehungsmarketing
United Kingdom
Dienstleistungsqualität
108
Service quality
108
Customer satisfaction
36
Kundenzufriedenheit
36
Public services
32
Öffentliche Dienstleistung
32
Relationship marketing
26
Consumer behaviour
24
Konsumentenverhalten
24
Beschwerdemanagement
16
Complaint management
16
Gesundheitsversorgung
14
Health care
14
Customer service
13
Kundenservice
13
Customer integration
12
Dienstleistungssektor
12
Kundenintegration
12
Service industry
12
Betriebliche Wertschöpfung
11
Value creation
11
Dienstleistung
10
Gesundheitswesen
10
Health care system
10
Services
10
Hospital
7
Krankenhaus
7
Innovation
6
Performance measurement
6
Performance-Messung
6
Service failure
6
Service recovery
6
Service-Dominant Logic
6
Service-dominant logic
6
Emotion
5
Großbritannien
5
Patienten
5
Patients
5
Public administration
5
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11
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2
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Article in journal
31
Aufsatz in Zeitschrift
31
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English
31
Author
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Grégoire, Yany
2
Kumar, V.
2
Sesé, F. Javier
2
Voorhees, Clay M.
2
Allen, Alexis M.
1
Aurier, Philippe
1
Baker, Julie
1
Bansal, Harvir S.
1
Bhagwat, Yashoda
1
Bilstein, Nicola
1
Bolton, Ruth N.
1
Borah, Sourav Bikash
1
Brady, Michael K.
1
Brocato, E. Deanne
1
Chan, Kimmy Wa
1
Checkland, Kath
1
Chen, Rocky Peng
1
Chung, Kwanghun
1
Daunt, Kate L.
1
Davis-Sramek, Beth
1
Dong, Beibei
1
Droge, Cornelia
1
Du, Jiangang
1
Falk, Tomas
1
Fan, Xiucheng
1
Feng, Tianjun
1
Fisher, Robert J.
1
Foo, Maw Der
1
Gao, Lily
1
Ghadami, Fateme
1
Gustafsson, Anders
1
Günal, M. M.
1
Haan, Evert de
1
Handrich, Matthias
1
Hardyman, Wendy
1
Heidenreich, Sven
1
Hogreve, Jens
1
Howard, Susan J.
1
Hulland, John
1
Jackson, Michael C.
1
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Journal of the Academy of Marketing Science
Journal of the Operational Research Society : OR
Public management review
Journal of retailing and consumer services
180
International journal of hospitality management
117
Journal of business research : JBR
110
The journal of services marketing
98
The service industries journal
85
Journal of hospitality marketing & management
55
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
55
Services marketing quarterly
54
Journal of service research : JSR
48
International journal of contemporary hospitality management
47
Journal of travel and tourism marketing
45
Service business
42
Journal of service management
37
The TQM journal : the international review of organizational improvement
33
Tourism management : research, policies, practice
32
Cogent business & management
31
Journal of service research
31
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
28
Journal of strategic marketing
27
The international journal of bank marketing : IJBM
26
Industrial marketing management : the international journal for industrial and high-tech firms
25
International journal of quality and service sciences
24
Asia Pacific journal of marketing and logistics
22
International journal of services and operations management
22
Managing service quality : MSQ ; an international journal
22
Journal of air transport management
21
Total quality management & business excellence
21
Marketing intelligence & planning
20
International journal of productivity and quality management : IJPQM
19
Journal of service theory and practice
19
International journal of electronic customer relationship management : IJECRM
18
International journal of quality & reliability management
18
International journal of services, economics and management
18
Psychology & marketing
18
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
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ECONIS (ZBW)
31
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1
Winning your customers' minds and hearts : disentangling the effects of lock-in and affective customer experience on retention
Gao, Lily
;
Haan, Evert de
;
Melero-Polo, Iguácel
; …
- In:
Journal of the Academy of Marketing Science
51
(
2023
)
2
,
pp. 334-371
Persistent link: https://www.econbiz.de/10014251177
Saved in:
2
"Real-world" priority setting for service improvement in English primary care : a decentred approach
Kislov, Roman
;
Checkland, Kath
;
Wilson, Paul M.
; …
- In:
Public management review
25
(
2023
)
1
,
pp. 150-174
Persistent link: https://www.econbiz.de/10013548256
Saved in:
3
Designing satisfying service encounters : website versus store touchpoints
Bolton, Ruth N.
;
Gustafsson, Anders
;
Tarasi, Crina O.
; …
- In:
Journal of the Academy of Marketing Science
50
(
2022
)
1
,
pp. 85-107
Persistent link: https://www.econbiz.de/10012819742
Saved in:
4
How value co-creation and co-destruction unfolds : a longitudinal perspective on dialogic engagement in health services interactions
Keeling, Debbie Isobel
;
Keeling, Kathleen
;
Ruyter, Ko de
; …
- In:
Journal of the Academy of Marketing Science
49
(
2021
)
2
,
pp. 236-257
Persistent link: https://www.econbiz.de/10012434104
Saved in:
5
Leveraging service recovery strategies to reduce customer churn in an emerging market
Borah, Sourav Bikash
;
Prakhya, Srinivas
;
Sharma, Amalesh
- In:
Journal of the Academy of Marketing Science
48
(
2020
)
5
,
pp. 848-868
Persistent link: https://www.econbiz.de/10012301271
Saved in:
6
How can firms stop customer revenge? : the effects of direct and indirect revenge on post-complaint responses
Grégoire, Yany
;
Ghadami, Fateme
;
Laporte, Sandra
; …
- In:
Journal of the Academy of Marketing Science
46
(
2018
)
6
,
pp. 1052-1071
Persistent link: https://www.econbiz.de/10011951624
Saved in:
7
Unlocking the power of marketing : understanding the links between customer mindset metrics, behavior, and profitability
Petersen, J. Andrew
;
Kumar, V.
;
Polo-Redondo, Yolanda
; …
- In:
Journal of the Academy of Marketing Science
46
(
2018
)
5
,
pp. 813-836
Persistent link: https://www.econbiz.de/10011924769
Saved in:
8
The effects of customer equity drivers on loyalty across services industries and firms
Ou, Yi-Chun
;
Verhoef, Peter C.
;
Wiesel, Thorsten
- In:
Journal of the Academy of Marketing Science
45
(
2017
)
3
,
pp. 336-356
Persistent link: https://www.econbiz.de/10011684991
Saved in:
9
Frontline employees' nonverbal cues in service encounters : a double-edged sword
Lim, Elison Ai Ching
;
Lee, Yih Hwai
;
Foo, Maw Der
- In:
Journal of the Academy of Marketing Science
45
(
2017
)
5
,
pp. 657-676
Persistent link: https://www.econbiz.de/10011772291
Saved in:
10
Do loyal customers really pay more for services?
Umashankar, Nita
;
Bhagwat, Yashoda
;
Kumar, V.
- In:
Journal of the Academy of Marketing Science
45
(
2017
)
6
,
pp. 807-826
Persistent link: https://www.econbiz.de/10011779520
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