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~person:"Edvardsson, Bo"
~person:"Klaus, Philipp"
~subject:"Dienstleistungsqualität"
~subject:"Measurement"
~type:"article"
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Dienstleistungsqualität
Measurement
Service quality
39
Beziehungsmarketing
21
Relationship marketing
21
Consumer behaviour
17
Customer satisfaction
17
Konsumentenverhalten
17
Kundenzufriedenheit
17
Customer experience
11
Beschwerdemanagement
7
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Dienstleistung
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Services
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Service-Dominant Logic
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Service-dominant logic
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39
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Edvardsson, Bo
Klaus, Philipp
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
Wong, IpKin Anthony
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
Quick, Reiner
14
Benkenstein, Martin
13
Berry, Leonard L.
13
Bilgihan, Anil
13
Grégoire, Yany
13
Gursoy, Dogan
13
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Journal of service management
7
The journal of services marketing
7
International journal of quality and service sciences
3
Managing service quality : MSQ ; an international journal
3
Journal of business research : JBR
2
Journal of retailing and consumer services
2
Journal of service research
2
The service industries journal
2
European journal of marketing
1
International journal of market research
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)
39
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39
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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
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:
3
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:
4
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:
5
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:
6
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:
7
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:
8
The interplaying factors of the robotic tourism experience : the customer journey's touchpoints, context, and qualities
Manthiou, Aikaterini
;
Klaus, Philipp
- In:
Technological forecasting & social change : an …
177
(
2022
),
pp. 1-9
Persistent link: https://www.econbiz.de/10013345867
Saved in:
9
Come fly with me : exploring the private aviation customer experience (PAX)
Klaus, Philipp
;
Tarquini-Poli, Annalisa
- In:
European journal of marketing
56
(
2022
)
4
,
pp. 1126-1152
Persistent link: https://www.econbiz.de/10013350954
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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