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~person:"Bruhn, Manfred"
~person:"Das, Jishnu"
~person:"Mattila, Anna S."
~person:"Straume, Odd Rune"
~subject:"Beziehungsmarketing"
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Search: "Dienstleistungsqualität"
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Beziehungsmarketing
Dienstleistungsqualität
160
Service quality
157
Theorie
56
Theory
55
Relationship marketing
37
Qualitätsmanagement
34
Quality management
32
Consumer behaviour
27
Konsumentenverhalten
27
Wettbewerb
27
Competition
26
Customer satisfaction
23
Kundenzufriedenheit
23
Dienstleistungsbetrieb
21
Krankenhaus
20
Beschwerdemanagement
18
Complaint management
18
Hospital
18
Gesundheitsversorgung
17
Health care
17
Unvollkommener Markt
16
Dienstleistungsmanagement
15
Service management
15
Incomplete market
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Patienten
13
Patients
13
Räumlicher Wettbewerb
13
Spatial competition
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India
11
Indien
11
Public goods
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Strategic management control
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Strategisches Controlling
11
Welfare analysis
11
Wohlfahrtsanalyse
11
Öffentliche Güter
11
Basisgesundheitsversorgung
10
Customer service
10
Dienstleistung
10
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22
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15
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Bruhn, Manfred
Das, Jishnu
Mattila, Anna S.
Straume, Odd Rune
Prentice, Catherine
20
Han, Heesup
18
Klaus, Philipp
13
McColl-Kennedy, Janet R.
13
Gil Saura, Irene
12
Gong, Taeshik
12
Balaji, M. S.
11
Gustafsson, Anders
11
Hollebeek, Linda D.
11
Quach, Sara
10
Prybutok, Victor R.
9
Qu, Hailin
9
Sreejesh, S.
9
Usman, Osly
9
Edvardsson, Bo
8
Izogo, Ernest Emeka
8
Patterson, Paul G.
8
Rather, Raouf Ahmad
8
Georgi, Dominik
7
Grégoire, Yany
7
Hammerschmidt, Maik
7
Hyun, Sunghyup Sean
7
Marimon, Frederic
7
Osman, Zahir
7
Park, Jungkun
7
Ringle, Christian M.
7
Roberts-Lombard, Mornay
7
Thaichon, Paramaporn
7
Van Vaerenbergh, Yves
7
Wong, IpKin Anthony
7
Al-Hawary, Sulieman Ibraheem Shelash
6
Auh, Seigyoung
6
Bendel, Klaus
6
Bolton, Ruth N.
6
Bonfanti, Angelo
6
Chahal, Hardeep
6
Choi, Beom Joon
6
Dagger, Tracey S.
6
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International journal of hospitality management
4
Marketing : ZFP ; journal of research and management
3
Journal of business research : JBR
2
Journal of hospitality marketing & management
2
Journal of service research
2
Services marketing quarterly
2
Cornell hospitality quarterly : CQ
1
Dienstleistungsqualität : Konzepte - Methoden - Erfahrungen
1
Forum Dienstleistungsmanagement
1
Handbook of hospitality marketing management
1
Handelsforschung
1
Industrial marketing management : the international journal for industrial and high-tech firms
1
International journal of pharmaceutical and healthcare marketing : IJPHM
1
Journal of customer behaviour
1
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
1
Journal of retailing
1
Kundenbeziehungen im Dienstleistungsbereich
1
Kundenintegration : Forum Dienstleistungsmanagement
1
Meffert Marketing Edition
1
Service Excellence als Impulsgeber : Strategien - Management - Innovationen - Branchen ; Bernd Stauss zum 60. Geburtstag
1
Service quality and management
1
SpringerLink / Bücher
1
The journal of services marketing
1
Wissenschaft & Praxis
1
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ECONIS (ZBW)
37
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1
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:
2
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:
3
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:
4
What recovery options to offer for loyalty reward program members : Dollars vs. Miles?
Hwang, Yoo Hee
;
Gao, Yixing
;
Mattila, Anna S.
- In:
International journal of hospitality management
87
(
2020
),
pp. 1-7
Persistent link: https://www.econbiz.de/10012241760
Saved in:
5
Service recovery, justice perception, and forgiveness : the "other customers" perspectives
Shin, Hyunju
;
Casidy, Riza
;
Mattila, Anna S.
- In:
Services marketing quarterly
39
(
2018
)
1
,
pp. 1-21
Persistent link: https://www.econbiz.de/10011804112
Saved in:
6
Circular vs. angular servicescape : "shaping" customer response to a fast service encounter pace
Liu, Qing
;
Bogicevic, Vanja
;
Mattila, Anna S.
- In:
Journal of business research : JBR
89
(
2018
),
pp. 47-56
Persistent link: https://www.econbiz.de/10011881579
Saved in:
7
The impact of customer loyalty and restaurant sanitation grades on revisit intention and the importance of narrative information : the case of New York restaurant sanitation gradin...
Kim, Kyungmin
;
Yang, Hyunjoo
;
Mattila, Anna S.
- In:
Cornell hospitality quarterly : CQ
59
(
2018
)
3
,
pp. 275-284
Persistent link: https://www.econbiz.de/10011912819
Saved in:
8
How do different types of customer engagement affect important relationship marketing outcomes? : an empirical analysis
Braun, Corina
;
Hadwich, Karsten
;
Bruhn, Manfred
- In:
Journal of customer behaviour
16
(
2017
)
2
,
pp. 111-144
Persistent link: https://www.econbiz.de/10011745812
Saved in:
9
The service transformation process : a research agenda in the customer orientation interface
Bruhn, Manfred
;
Braun, Corina
- In:
Marketing : ZFP ; journal of research and management
38
(
2016
)
1
,
pp. 5-21
Persistent link: https://www.econbiz.de/10011566836
Saved in:
10
The influence of a "green" loyalty program on service encounter satisfaction
Liu, Qing
;
Mattila, Anna S.
- In:
The journal of services marketing
30
(
2016
)
6
,
pp. 576-585
Persistent link: https://www.econbiz.de/10011635004
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