//--> //--> //--> //-->
Toggle navigation
Logout
Change account settings
EN
DE
ES
FR
A-Z
Beta
About EconBiz
News
Thesaurus (STW)
Research Skills
Help
EN
DE
ES
FR
My account
Logout
Change account settings
Login
Publications
Events
Your search terms
Search
Retain my current filters
~person:"Ali, Faizan"
~person:"Bujisic, Milos"
~person:"Mattila, Anna S."
~subject:"Consumer behaviour"
~subject:"EFQM Excellence Model"
~type_genre:"Article in journal"
~type_genre:"Handbuch"
Search options
All Fields
Title
Exact title
Subject
Author
Institution
ISBN/ISSN
Published in...
Publisher
Open Access only
Advanced
Search history
My EconBiz
Favorites
Loans
Reservations
Fines
You are here:
Home
Search: "Dienstleistungsqualität"
Narrow search
Delete all filters
| 7 applied filters
Year of publication
From:
To:
Subject
All
Consumer behaviour
EFQM Excellence Model
Dienstleistungsqualität
58
Service quality
58
Customer satisfaction
39
Konsumentenverhalten
39
Kundenzufriedenheit
39
Beschwerdemanagement
21
Complaint management
21
Beziehungsmarketing
18
Relationship marketing
18
Gastronomie
11
Restaurant industry
11
Hotel industry
10
Hotellerie
10
Customer service
7
Kundenservice
7
Satisfaction
6
Dienstleistungssektor
5
Emotion
5
Service industry
5
Viral marketing
5
Virales Marketing
5
Airport
4
Flughafen
4
Selbstbedienung
4
Self-service
4
Service failure
4
Service recovery
4
service recovery
4
Arbeitszufriedenheit
3
Dienstleistung
3
Dienstleistungsmanagement
3
Experiment
3
Gastgewerbe
3
Hospitality industry
3
Job satisfaction
3
Service management
3
Services
3
USA
3
United States
3
more ...
less ...
Online availability
All
Undetermined
26
Type of publication
All
Article
39
Type of publication (narrower categories)
All
Article in journal
Handbuch
Aufsatz in Zeitschrift
39
Language
All
English
39
Author
All
Ali, Faizan
Bujisic, Milos
Mattila, Anna S.
Han, Heesup
30
Prentice, Catherine
17
Line, Nathaniel D.
14
McColl-Kennedy, Janet R.
14
Balaji, M. S.
13
Gong, Taeshik
12
Klaus, Philipp
12
Prybutok, Victor R.
12
Bilgihan, Anil
11
Hanks, Lydia
11
Jang, Soocheong
11
Gursoy, Dogan
10
Gustafsson, Anders
10
Miao, Li
10
Quach, Sara
10
Sreejesh, S.
10
Hyun, Sunghyup Sean
9
Sharma, Piyush
9
Voorhees, Clay M.
9
Wong, IpKin Anthony
9
Xu, Xun
9
Amin, Muslim
8
Harun, Ahasan
8
Hollebeek, Linda D.
8
Qu, Hailin
8
Sparks, Beverley
8
Wu, Luorong
8
Ahn, Jiseon
7
Carlson, Jamie
7
Kim, Jinkyung Jenny
7
Kim, Woo Gon
7
Lee, Seonjeong
7
Lu, Lu
7
Park, Jungkun
7
Söderlund, Magnus
7
Wu, Hung-Che
7
Bonfanti, Angelo
6
more ...
less ...
Published in...
All
International journal of hospitality management
8
International journal of contemporary hospitality management
4
Journal of business research : JBR
4
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
4
Journal of hospitality marketing & management
4
The journal of services marketing
3
Journal of service research
2
Services marketing quarterly
2
Cornell hospitality quarterly : CQ
1
Journal for global business advancement : JGBA
1
Journal of retailing
1
Journal of service management
1
Journal of travel research : a quarterly publication of the Travel and Tourism Research Association
1
Technological forecasting & social change : an international journal
1
Tourism review : the official journal of the AIEST
1
Young consumers : insight and ideas for responsible marketers
1
more ...
less ...
Source
All
ECONIS (ZBW)
39
Showing
1
-
10
of
39
Sort
relevance
articles prioritized
date (newest first)
date (oldest first)
1
Would you forgive me? : from perceived justice and complaint handling to customer forgiveness and brand credibility-symmetrical and asymmetrical perspectives
Ali, Faizan
;
El-Manstrly, Dahlia
;
Ghazanfar Ali Abbasi
- In:
Journal of business research : JBR
166
(
2023
),
pp. 1-15
Persistent link: https://www.econbiz.de/10014368203
Saved in:
2
The Hijabi servers : customers' perception of employees' physical appearance in restaurants
Sonmez, Damla
;
Ali, Faizan
;
Wildes, Vivienne
; …
- In:
International journal of hospitality management
114
(
2023
),
pp. 1-11
Persistent link: https://www.econbiz.de/10014439972
Saved in:
3
Would you like to add a gratuity? : when explicit requests hamper tipping
Dyussembayeva, Shynar
;
Viglia, Giampaolo
;
Nieto-Garcia, …
- In:
Journal of business research : JBR
139
(
2022
),
pp. 908-917
Persistent link: https://www.econbiz.de/10013194295
Saved in:
4
Severe service failures and online vindictive word of mouth : the effect of coping strategies
El-Manstrly, Dahlia
;
Ali, Faizan
;
Line, Nathaniel D.
- In:
International journal of hospitality management
95
(
2021
),
pp. 1-8
Persistent link: https://www.econbiz.de/10012547720
Saved in:
5
The value of service robots from the hotel guest's perspective : a mixed-method approach
Lin, Ingrid Y.
;
Mattila, Anna S.
- In:
International journal of hospitality management
94
(
2021
),
pp. 1-21
Persistent link: https://www.econbiz.de/10012495116
Saved in:
6
In darkness we seek light : the impact of focal and general lighting designs on customers' approach intentions toward restaurants
Wu, Luorong
;
He, Zeya
;
King, Ceridwyn
;
Mattila, Anna S.
- In:
International journal of hospitality management
92
(
2021
),
pp. 1-10
Persistent link: https://www.econbiz.de/10012425246
Saved in:
7
Service failure and recovery at the crossroads : recommendations to revitalize the field and its influence : editorial
Grégoire, Yany
;
Mattila, Anna S.
- In:
Journal of service research
24
(
2021
)
3
,
pp. 323-328
Persistent link: https://www.econbiz.de/10012592932
Saved in:
8
To err is human(-oid) : how do consumers react to robot service failure and recovery?
Choi, Sungwoo
;
Mattila, Anna S.
;
Bolton, Lisa E.
- In:
Journal of service research
24
(
2021
)
3
,
pp. 354-371
Persistent link: https://www.econbiz.de/10012592941
Saved in:
9
Understanding the influence of airport servicescape on traveler dissatisfaction and misbehavior
Taheri, Babak
;
Olya, Hossein
;
Ali, Faizan
;
Gannon, …
- In:
Journal of travel research : a quarterly publication of …
59
(
2020
)
6
,
pp. 1008-1028
Persistent link: https://www.econbiz.de/10012231771
Saved in:
10
When does technology anthropomorphism help alleviate customer dissatisfaction after a service failure? : the moderating role of consumer technology self-efficacy and interdependent...
Fan, Alei
;
Wu, Luorong
;
Miao, Li
;
Mattila, Anna S.
- In:
Journal of hospitality marketing & management
29
(
2020
)
3
,
pp. 269-290
Persistent link: https://www.econbiz.de/10012256133
Saved in:
1
2
3
4
Next
Last
Results per page
10
25
50
100
250
A service of the
zbw
×
Loading...
//-->