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~person:"Edvardsson, Bo"
~person:"Klaus, Philipp"
~person:"Wong, IpKin Anthony"
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Search: subject_exact:"Mystery shopping"
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Dienstleistungsqualität
57
Service quality
57
Customer satisfaction
33
Kundenzufriedenheit
33
Beziehungsmarketing
28
Relationship marketing
28
Consumer behaviour
26
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Edvardsson, Bo
Klaus, Philipp
Wong, IpKin Anthony
Han, Heesup
42
Mattila, Anna S.
39
Prybutok, Victor R.
38
Prentice, Catherine
32
McColl-Kennedy, Janet R.
27
Bruhn, Manfred
26
Shahin, Arash
26
Hanushek, Eric Alan
22
Sharma, Piyush
21
Siciliani, Luigi
21
Sparks, Beverley
21
Knechel, W. Robert
19
Balaji, M. S.
18
Jang, Soocheong
17
Marimon, Frederic
17
Witell, Lars
17
Zhang, Min
17
Gil Saura, Irene
16
Gong, Taeshik
16
Gustafsson, Anders
16
Hyun, Sunghyup Sean
16
Wirtz, Jochen
16
Rivkin, Steven G.
15
Söderlund, Magnus
15
Gravelle, Hugh
14
Guchait, Priyanko
14
Ladhari, Riadh
14
Line, Nathaniel D.
14
McFadden, Kathleen L.
14
Patterson, Paul G.
14
Qu, Hailin
14
Benkenstein, Martin
13
Berry, Leonard L.
13
Bilgihan, Anil
13
Grégoire, Yany
13
Gursoy, Dogan
13
Karatepe, Osman M.
13
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International journal of hospitality management
7
Journal of service management
7
The journal of services marketing
7
International journal of quality and service sciences
3
Journal of business research : JBR
3
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
3
Managing service quality : MSQ ; an international journal
3
International journal of contemporary hospitality management
2
Journal of hospitality marketing & management
2
Journal of retailing and consumer services
2
Journal of service research
2
Journal of travel and tourism marketing
2
The service industries journal
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European journal of marketing
1
International journal of market research
1
Marketing intelligence & planning
1
Marketing letters : a journal of research in marketing
1
Scandinavian journal of management
1
Service Excellence als Impulsgeber : Strategien - Management - Innovationen - Branchen ; Bernd Stauss zum 60. Geburtstag
1
Service quality and management
1
Technological forecasting & social change : an international journal
1
The international journal of bank marketing : IJBM
1
The journal of brand management : an international journal
1
The journal of product & brand management
1
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
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ECONIS (ZBW)
57
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57
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date (oldest first)
1
Money for nothing : the impact of compensation on customers' bad-mouthing in service recovery encounters
Arsenovic, Jasenko
;
Edvardsson, Bo
;
Otterbring, Tobias
; …
- In:
Marketing letters : a journal of research in marketing
34
(
2023
)
1
,
pp. 69-82
Persistent link: https://www.econbiz.de/10014265992
Saved in:
2
Axiology of tourism shopping : a cross-level investigation of value-in-the-experience (VALEX)
Wong, IpKin Anthony
;
Huang, GuoQiong Ivanka
;
Li, Zhuo
- In:
Journal of hospitality & tourism research : JHTR ; the …
48
(
2024
)
3
,
pp. 549-563
Persistent link: https://www.econbiz.de/10014633611
Saved in:
3
Service ecosystem design : propositions, process model, and future research agenda
Vink, Josina
;
Koskela-Huotari, Kaisa
;
Tronvoll, Bård
; …
- In:
Journal of service research
24
(
2021
)
2
,
pp. 168-186
Persistent link: https://www.econbiz.de/10012522519
Saved in:
4
Learning from the pioneering founders of the service research field
Bowen, David E.
;
Fisk, Raymond P.
;
Bateson, John E. G.
; …
- In:
Journal of service management
34
(
2023
)
4
,
pp. 605-630
Persistent link: https://www.econbiz.de/10014338196
Saved in:
5
Service attribute prioritization based on the marginal utility of attribute performance
Pan, Mengqiang
;
Li, Nao
;
Law, Chun Hung Roberts
;
Huang, …
- In:
International journal of hospitality management
114
(
2023
),
pp. 1-12
Persistent link: https://www.econbiz.de/10014440006
Saved in:
6
Where is customer experience (CX) research heading? : a personal commentary
Klaus, Philipp
- In:
The journal of services marketing
37
(
2023
)
6
,
pp. 700-705
Persistent link: https://www.econbiz.de/10014314392
Saved in:
7
Quantifying the influence of customer experience on consumer share-of-category
Klaus, Philipp
;
Kuppelwieser, Volker
;
Heinonen, Kristina
- In:
Journal of retailing and consumer services
73
(
2023
),
pp. 1-10
Persistent link: https://www.econbiz.de/10014303364
Saved in:
8
Editorial: the "nip and tuck" service framework : bright and dark side of beautification/modification services
Tsiotsou, Rodoula H.
;
Klaus, Philipp
- In:
The journal of services marketing
36
(
2022
)
1
,
pp. 1-8
Persistent link: https://www.econbiz.de/10012798375
Saved in:
9
What matters most to ultra-high-net-worth individuals? : exploring the UHNWI luxury customer experience (ULCX)
Klaus, Philipp
- In:
The journal of product & brand management
31
(
2022
)
3
,
pp. 368-376
Persistent link: https://www.econbiz.de/10013164342
Saved in:
10
The role of customer experience in the perceived value-word-of-mouth relationship
Kuppelwieser, Volker
;
Klaus, Philipp
;
Manthiou, Aikaterini
- In:
The journal of services marketing
36
(
2022
)
3
,
pp. 364-378
Persistent link: https://www.econbiz.de/10013407509
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