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~person:"Diller, Hermann"
~person:"Matzler, Kurt"
~person:"Walsh, Gianfranco"
~subject:"Service quality"
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Service quality
Beziehungsmarketing
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Diller, Hermann
Matzler, Kurt
Walsh, Gianfranco
Bruhn, Manfred
20
Prentice, Catherine
20
Han, Heesup
18
Mattila, Anna S.
17
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
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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
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Osman, Zahir
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Park, Jungkun
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Ringle, Christian M.
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6
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6
Bonfanti, Angelo
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Choi, Beom Joon
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Journal of service research
2
Psychology & marketing
2
British journal of management : BJM
1
Journal of service management
1
Journal of service research : JSR
1
Tourismus-Journal : Zeitschrift für tourismuswissenschaftliche Forschung und Praxis
1
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ECONIS (ZBW)
8
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1
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:
2
Customer ethnic bias in service encounters
Linzmajer, Marc
;
Brach, Simon
;
Walsh, Gianfranco
; …
- In:
Journal of service research
23
(
2020
)
2
,
pp. 194-210
Persistent link: https://www.econbiz.de/10012216633
Saved in:
3
The effect of compensation size on recovery satisfaction after group service failures: the role of group versus individual service recovery
Albrecht, Arne Keno
;
Schäfers, Tobias
;
Walsh, Gianfranco
; …
- In:
Journal of service research
22
(
2019
)
1
,
pp. 60-74
Persistent link: https://www.econbiz.de/10012005769
Saved in:
4
Perceptions of group versus individual service failures and their effects on customer outcomes : the role of attributions and customer entitlement
Albrecht, Arne Keno
;
Walsh, Gianfranco
;
Beatty, Sharon E.
- In:
Journal of service research : JSR
20
(
2017
)
2
,
pp. 188-203
Persistent link: https://www.econbiz.de/10011684846
Saved in:
5
Switching experience, customer satisfaction, and switching costs in the ICT industry
Matzler, Kurt
;
Strobl, Andreas
;
Thurner, Norbert
; …
- In:
Journal of service management
26
(
2015
)
1
,
pp. 117-136
Persistent link: https://www.econbiz.de/10010504617
Saved in:
6
The impact of service scripts on customer citizenship behavior and the moderating role of employee customer orientation
Nguyen, Helena
;
Groth, Markus
;
Walsh, Gianfranco
; …
- In:
Psychology & marketing
31
(
2014
)
12
,
pp. 1096-1109
Persistent link: https://www.econbiz.de/10010465120
Saved in:
7
Service nepotism in the marketplace?
Rosenbaum, Mark S.
;
Walsh, Gianfranco
- In:
British journal of management : BJM
23
(
2012
)
2
,
pp. 241-256
Persistent link: https://www.econbiz.de/10009564817
Saved in:
8
Formulierung von Servicestandards für touristische Dienstleistungen und Überprüfung durch den Einsatz von "mystery guests"
Matzler, Kurt
;
Pechlaner, Harald
;
Kohl, Manfred
- In:
Tourismus-Journal : Zeitschrift für …
4
(
2000
)
2
,
pp. 157-176
Persistent link: https://www.econbiz.de/10001571002
Saved in:
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