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~isPartOf:"Journal of the Academy of Marketing Science"
~subject:"Beschwerdemanagement"
~subject:"Electronic Commerce"
~subject:"Hospital"
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Search: "Dienstleistungsqualität"
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Beschwerdemanagement
Electronic Commerce
Hospital
Dienstleistungsqualität
52
Service quality
52
Customer satisfaction
28
Kundenzufriedenheit
28
Beziehungsmarketing
22
Relationship marketing
22
Consumer behaviour
21
Konsumentenverhalten
21
Complaint management
15
Customer service
10
Kundenservice
10
Dienstleistungssektor
9
Service industry
9
Service failure
6
Customer integration
5
Kundenintegration
5
Service recovery
5
Einzelhandel
4
Market research
4
Marktforschung
4
Retail trade
4
Salespeople
4
Verkaufspersonal
4
Dienstleistung
3
Emotion
3
Innovation
3
Marketing management
3
Marketing theory
3
Marketingmanagement
3
Marketingtheorie
3
New product development
3
Produktentwicklung
3
Satisfaction
3
Services
3
Anthropomorphism
2
Arbeitszufriedenheit
2
Betriebliche Wertschöpfung
2
Brand image
2
Brand transgression
2
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English
17
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Grégoire, Yany
3
Allen, Alexis M.
1
Baker, Thomas L.
1
Bilstein, Nicola
1
Bolton, Ruth N.
1
Bonifield, Carolyn
1
Borah, Sourav Bikash
1
Brady, Michael K.
1
Cole, Catherine A.
1
Falk, Tomas
1
Gelbrich, Katja
1
Ghadami, Fateme
1
Grewal, Dhruv
1
Gustafsson, Anders
1
Handrich, Matthias
1
Heidenreich, Sven
1
Heijden, Gielis A. H. van der
1
Hogreve, Jens
1
Johnson, James D.
1
Keeling, Debbie Isobel
1
Keeling, Kathleen
1
Khamitov, Mansur
1
Laing, Angus
1
Laporte, Sandra
1
Larocque, Denis
1
Laufer, Daniel
1
Mandl, Leonhard
1
McColl-Kennedy, Janet R.
1
Meyer, Tracy
1
Mikolon, Sven
1
Nijssen, E. J.
1
Ordanini, Andrea
1
Orsingher, Chiara
1
Prakhya, Srinivas
1
Quaiser, Benjamin
1
Robinson, Stacey G.
1
Roggeveen, Anne L.
1
Ruyter, Ko de
1
Schepers, Jeroen J. L.
1
Sharma, Amalesh
1
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Journal of the Academy of Marketing Science
International journal of hospitality management
105
Health care management review : HCM review
74
Journal of retailing and consumer services
64
Journal of business research : JBR
58
Journal of hospitality marketing & management
45
The service industries journal
43
Journal of health economics
41
International journal of contemporary hospitality management
40
Journal of health organization and management
38
Quality management journal : QMJ
37
The journal of services marketing
37
Working paper / National Bureau of Economic Research, Inc.
37
NBER working paper series
34
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
32
NBER Working Paper
31
Service business
30
The TQM journal : the international review of organizational improvement
27
Journal of service research : JSR
26
Health marketing quarterly
23
Journal of travel and tourism marketing
23
Health economics
22
International journal of quality and service sciences
22
International journal of productivity and quality management : IJPQM
20
Services marketing quarterly
20
Total quality management & business excellence
20
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
19
Tourism management : research, policies, practice
19
International journal of quality & reliability management
18
Journal of internet commerce
18
Management science : journal of the Institute for Operations Research and the Management Sciences
18
International journal of production economics
17
International journal of pharmaceutical and healthcare marketing : IJPHM
16
Production and operations management : an international journal of the Production and Operations Management Society
16
Cogent business & management
15
Health care management science
15
Managing service quality : MSQ ; an international journal
15
The European journal of health economics : HEPAC ; health economics in prevention and care
15
International journal of electronic marketing and retailing : IJEMR
14
Journal of service research
14
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ECONIS (ZBW)
17
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1
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:
2
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:
3
A systematic review of brand transgression, service failure recovery and product-harm crisis : integration and guiding insights
Khamitov, Mansur
;
Grégoire, Yany
;
Suri, Anshu
- In:
Journal of the Academy of Marketing Science
48
(
2020
)
3
,
pp. 519-542
Persistent link: https://www.econbiz.de/10012290970
Saved in:
4
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:
5
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:
6
Unveiling the recovery time zone of tolerance : when time matters in service recovery
Hogreve, Jens
;
Bilstein, Nicola
;
Mandl, Leonhard
- In:
Journal of the Academy of Marketing Science
45
(
2017
)
6
,
pp. 866-883
Persistent link: https://www.econbiz.de/10011779540
Saved in:
7
The dark side of customer co-creation : exploring the consequences of failed co-created services
Heidenreich, Sven
;
Wittkowski, Kristina
;
Handrich, Matthias
- In:
Journal of the Academy of Marketing Science
43
(
2015
)
3
,
pp. 279-296
Persistent link: https://www.econbiz.de/10011287133
Saved in:
8
Don't try harder : using customer inoculation to build resistance against service failures
Mikolon, Sven
;
Quaiser, Benjamin
;
Wieseke, Jan
- In:
Journal of the Academy of Marketing Science
43
(
2015
)
4
,
pp. 512-527
Persistent link: https://www.econbiz.de/10011306301
Saved in:
9
One firm’s loss is another’s gain : capitalizing on other firms’ service failures
Allen, Alexis M.
;
Brady, Michael K.
;
Robinson, Stacey G.
; …
- In:
Journal of the Academy of Marketing Science
43
(
2015
)
5
,
pp. 648-662
Persistent link: https://www.econbiz.de/10011340264
Saved in:
10
Don't just fix it, make it better! : using frontline service employees to improve recovery performance
Heijden, Gielis A. H. van der
;
Schepers, Jeroen J. L.
; …
- In:
Journal of the Academy of Marketing Science
41
(
2013
)
5
,
pp. 515-530
Persistent link: https://www.econbiz.de/10010126691
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