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~isPartOf:"Psychology & marketing"
~subject:"Dienstleistungsqualität"
~type:"article"
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Dienstleistungsqualität
Beschwerdemanagement
16
Complaint management
16
Consumer behaviour
12
Konsumentenverhalten
12
Service quality
10
Customer satisfaction
9
Kundenzufriedenheit
9
Customer service
7
Kundenservice
7
Beziehungsmarketing
6
Emotion
6
Relationship marketing
6
service failure
6
service recovery
5
Cognition
2
Dienstleistungssektor
2
Einzelhandel
2
Gerechtigkeit
2
Justice
2
Kognition
2
Retail trade
2
Service industry
2
USA
2
United States
2
Viral marketing
2
Virales Marketing
2
frontline employee
2
Arbeitszufriedenheit
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Artificial intelligence
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Betrug
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Bibliometrics
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Bibliometrie
1
Comparison
1
Coping strategy
1
Coping-Strategie
1
Denmark
1
Dienstleistung
1
Dienstleistungsberufe
1
Digital presence
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English
10
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Ali, Sara
1
Ashraf, Rohail
1
Bachrach, Daniel G.
1
Baker, Thomas L.
1
Ball, Joan P.
1
Cusin, Julien
1
Flacandji, Michaël
1
Hassan, Louise
1
Huang, Jiexian
1
Jaramillo, Susana
1
Jiang, Yuwei
1
Johnson, Samuel
1
Lamberton, Cait
1
Lindsey-Hall, Kristina K.
1
Lteif, Lama
1
Lunardo, Renaud
1
MacQuilken, Lisa
1
Martín, Ana Maria Díaz
1
Mir, Mahmood
1
Nawaz, Raheel
1
Ringer, Allison
1
Robertson, Nichola
1
Rotman, Jeffrey
1
Rubin, Dan
1
Schaarschmidt, Mario
1
Shiu, Edward
1
Song, Jiaqi
1
Strizhakova, Yuliya
1
Su, Lei
1
Syed, Tahir Abbas
1
Tran, Hai-Anh
1
Usrey, Bryan
1
Vázquez Casielles, Rodolfo
1
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1
Wan, Lisa C.
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Wyer, Robert S.
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Psychology & marketing
Journal of business research : JBR
47
International journal of hospitality management
44
Journal of retailing and consumer services
37
The journal of services marketing
30
Journal of hospitality marketing & management
24
Journal of service research : JSR
19
Service business
18
International journal of contemporary hospitality management
17
The service industries journal
17
Journal of the Academy of Marketing Science
15
Journal of service research
14
Services marketing quarterly
11
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
10
Managing service quality : MSQ ; an international journal
10
Marketing letters : a journal of research in marketing
10
European journal of marketing : EJM
9
Journal of air transport management
9
International journal of quality and service sciences
8
Journal of service management
8
Journal of service theory and practice
8
Journal of service theory and practice : JSTP
8
Journal of strategic marketing
7
Asia Pacific journal of marketing and logistics
6
Journal of travel and tourism marketing
6
Tourism management : research, policies, practice
6
Cogent business & management
5
International journal of business and economics
5
Journal of consumer behaviour : an international research review
5
Journal of consumer marketing
5
Journal of global marketing
5
Journal of marketing
5
Journal of retailing
5
Marketing intelligence & planning
5
Australasian marketing journal
4
Business horizons
4
Industrial marketing management : the international journal for industrial and high-tech firms
4
International journal of operations & production management : IJOPM ; the official journal of the European Operations Management Association, EUROMA
4
International journal of services and operations management
4
Journal of hospitality and tourism insights
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ECONIS (ZBW)
10
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1
When and why signaling frontline employee inexperience can prove to be an asset : effects on consumer forgiveness for service failure
Flacandji, Michaël
;
Cusin, Julien
;
Lunardo, Renaud
- In:
Psychology & marketing
40
(
2023
)
12
,
pp. 2728-2742
Persistent link: https://www.econbiz.de/10014432547
Saved in:
2
The customer is often wrong : investigating the influence of customer failures and apologies on frontline service employee well-being
Robertson, Nichola
;
Rotman, Jeffrey
;
MacQuilken, Lisa
; …
- In:
Psychology & marketing
40
(
2023
)
4
,
pp. 825-844
Persistent link: https://www.econbiz.de/10014290864
Saved in:
3
Mapping the service recovery research landscape : a bibliometric-based systematic review
Mir, Mahmood
;
Ashraf, Rohail
;
Syed, Tahir Abbas
;
Ali, Sara
- In:
Psychology & marketing
40
(
2023
)
10
,
pp. 2060-2087
Persistent link: https://www.econbiz.de/10014338470
Saved in:
4
Digital presence in service recovery : the interactive effect of customer salutations and employee photographs in email signatures
Walsh, Gianfranco
;
Shiu, Edward
;
Schaarschmidt, Mario
; …
- In:
Psychology & marketing
39
(
2022
)
12
,
pp. 2361-2383
Persistent link: https://www.econbiz.de/10013465198
Saved in:
5
There's not much to tell : the impact of emotional resilience on negative word-of-mouth following service failure
Lteif, Lama
;
Rubin, Dan
;
Ball, Joan P.
;
Lamberton, Cait
- In:
Psychology & marketing
40
(
2023
)
9
,
pp. 1808-1820
Persistent link: https://www.econbiz.de/10014338326
Saved in:
6
An examination of frontline employee-customer incidental similarities in service failure and recovery contexts
Lindsey-Hall, Kristina K.
;
Jaramillo, Susana
;
Baker, …
- In:
Psychology & marketing
40
(
2023
)
6
,
pp. 1047-1060
Persistent link: https://www.econbiz.de/10014291713
Saved in:
7
Mitigating the negative effects of service failure through customer identification
Song, Jiaqi
;
Huang, Jiexian
;
Jiang, Yuwei
- In:
Psychology & marketing
39
(
2022
)
4
,
pp. 715-725
Persistent link: https://www.econbiz.de/10013165429
Saved in:
8
Consumer cynicism in service failures
Tran, Hai-Anh
;
Strizhakova, Yuliya
;
Usrey, Bryan
; …
- In:
Psychology & marketing
39
(
2022
)
2
,
pp. 346-359
Persistent link: https://www.econbiz.de/10012796107
Saved in:
9
The contrasting influences of incidental anger and fear on responses to a service failure
Su, Lei
;
Wan, Lisa C.
;
Wyer, Robert S.
- In:
Psychology & marketing
35
(
2018
)
9
,
pp. 666-675
Persistent link: https://www.econbiz.de/10011970127
Saved in:
10
Perceived justice of service recovery strategies : impact on customer satisfaction and quality relationship
Vázquez Casielles, Rodolfo
;
Álvarez, Leticia Suárez
; …
- In:
Psychology & marketing
27
(
2010
)
5
,
pp. 487-509
Persistent link: https://www.econbiz.de/10003972422
Saved in:
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