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~person:"Brady, Michael K."
~person:"Ukko, Juhani"
~subject:"Benchmarking"
~subject:"Business network"
~subject:"Dienstleistungssektor"
~subject:"service"
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Search: "Dienstleistungsqualität"
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Benchmarking
Business network
Dienstleistungssektor
service
Dienstleistungsqualität
17
Service quality
17
Beziehungsmarketing
9
Customer satisfaction
9
Kundenzufriedenheit
9
Relationship marketing
9
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8
Customer service
6
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6
Performance measurement
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Performance-Messung
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Service
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service failure
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Dienstleistungsmanagement
2
Emotion
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Brady, Michael K.
Ukko, Juhani
Rahman, Zillur
8
Talib, Faisal
7
Dahlgaard-Park, Su Mi
6
Qureshi, M. N.
6
Richter, Wolfram F.
6
Schneider, Kerstin
6
Wirtz, Jochen
6
Corak, Miles
5
Gustafsson, Anders
5
Huang, Ming-Hui
5
Lauzon, Darren
5
McColl-Kennedy, Janet R.
5
Min, Ho-key
5
Rust, Roland T.
5
Calabrese, Armando
4
Cheng, T. C. E.
4
Edvardsson, Bo
4
Gong, Taeshik
4
Izogo, Ernest Emeka
4
Jaakkola, Elina
4
Jürges, Hendrik
4
Kowalkowski, Christian
4
Licht, Georg
4
Moch, Dietmar
4
O'Cass, Aron
4
Pekkola, Sanna
4
Rayburn, Steven W.
4
Shahin, Arash
4
Sharma, Piyush
4
Sousa, Rui
4
Tai, Yang-Fei
4
Wangenheim, Florian von
4
Witell, Lars
4
Wünderlich, Nancy V.
4
Anderson, Sidney
3
Barnes, Donald C.
3
Basu, Rana
3
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Benchmarking : an international journal ; BIJ
1
International journal of business performance management
1
International journal of quality & reliability management
1
International journal of quality and service sciences
1
International journal of services and operations management
1
Journal of service research
1
Journal of service research : JSR
1
Journal of the Academy of Marketing Science
1
The journal of services marketing
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ECONIS (ZBW)
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1
Special issue: customer engagement in automated service interactions
Hollebeek, Linda D.
(
ed.
);
Sprott, David E.
(
ed.
); …
-
2021
Persistent link: https://www.econbiz.de/10012426830
Saved in:
2
A customer scorned : effects of employee reprimands in frontline service encounters
Pugh, Harrison B.
;
Brady, Michael K.
;
Hopkins, Lucas M.
- In:
Journal of service research : JSR
21
(
2018
)
2
,
pp. 219-234
Persistent link: https://www.econbiz.de/10011855801
Saved in:
3
Gaining insights into the measurement of value in industrial service network
Saunila, Minna
;
Rantala, Tero
;
Ukko, Juhani
;
Pekkola, Sanna
- In:
International journal of quality & reliability management
34
(
2017
)
4
,
pp. 478-493
Persistent link: https://www.econbiz.de/10011704838
Saved in:
4
Exploring added value through the service process : a comparative multiple case study
Pekkola, Sanna
;
Ukko, Juhani
- In:
Benchmarking : an international journal ; BIJ
23
(
2016
)
5
,
pp. 1249-1263
Persistent link: https://www.econbiz.de/10011571812
Saved in:
5
Conducting service research that matters
Gustafsson, Anders
;
Aksoy, Lerzan
;
Brady, Michael K.
; …
- In:
The journal of services marketing
29
(
2015
)
6/7
,
pp. 425-429
Persistent link: https://www.econbiz.de/10011418248
Saved in:
6
A framework for a customer approach to performance measurement in a service context
Ukko, Juhani
;
Pekkola, Sanna
- In:
International journal of services and operations management
22
(
2015
)
2
,
pp. 210-220
Persistent link: https://www.econbiz.de/10011522569
Saved in:
7
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:
8
Performance measurement approach to show the value for the customer in an industrial service network
Ukko, Juhani
;
Pekkola, Sanna
;
Saunila, Minna
;
Rantala, Tero
- In:
International journal of business performance management
16
(
2015
)
2/3
,
pp. 214-229
Persistent link: https://www.econbiz.de/10011317292
Saved in:
9
Reflective practice as a determinant of performance outcomes in services
Saunila, Minna
;
Ukko, Juhani
- In:
International journal of quality and service sciences
7
(
2015
)
4
,
pp. 392-403
Persistent link: https://www.econbiz.de/10011448202
Saved in:
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