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~person:"Grégoire, Yany"
~person:"Hsu, Maxwell K."
~person:"Roy, Sanjit"
~person:"Sreejesh, S."
~subject:"Dienstleistungsqualität"
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Dienstleistungsqualität
Customer satisfaction
53
Kundenzufriedenheit
53
Service quality
40
Beziehungsmarketing
27
Relationship marketing
27
Consumer behaviour
26
Konsumentenverhalten
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Grégoire, Yany
Hsu, Maxwell K.
Roy, Sanjit
Sreejesh, S.
Han, Heesup
34
Prentice, Catherine
23
Mattila, Anna S.
22
Prybutok, Victor R.
21
Usman, Osly
19
Sharma, Piyush
18
Wong, IpKin Anthony
16
Balaji, M. S.
14
McColl-Kennedy, Janet R.
14
Shahin, Arash
14
Söderlund, Magnus
14
Bilgihan, Anil
12
Gustafsson, Anders
12
Van Vaerenbergh, Yves
11
Ali, Faizan
10
Amin, Muslim
10
Guchait, Priyanko
10
Hyun, Sunghyup Sean
10
Jang, Soocheong
10
Karatepe, Osman M.
10
Ladhari, Riadh
10
Quach, Sara
10
Ringle, Christian M.
10
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10
Su, LuJun
10
Ashill, Nicholas J.
9
Edvardsson, Bo
9
Gong, Taeshik
9
Hammerschmidt, Maik
9
Hsu, Cathy H. C.
9
Izogo, Ernest Emeka
9
Kim, Woo Gon
9
Qin, Hong
9
Ramseook-Munhurrun, Prabha
9
Torres, Edwin N.
9
Akroush, Mamoun N.
8
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Journal of business research : JBR
4
Journal of the Academy of Marketing Science
4
Journal of retailing and consumer services
3
Journal of strategic marketing
3
Journal of travel and tourism marketing
3
International journal of hospitality management
2
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
2
The service industries journal
2
Asia-Pacific journal of business administration
1
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1
Industrial marketing management : the international journal for industrial and high-tech firms
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Marketing letters : a journal of research in marketing
1
Services marketing cases in emerging markets : an asian perspective
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Services marketing quarterly
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Technological forecasting & social change : an international journal
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ECONIS (ZBW)
40
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1
Integrated banking channel service quality (IBCSQ) : role of IBCSQ for building consumers' relationship quality and brand equity
Sreejesh, S.
- In:
Journal of retailing and consumer services
76
(
2024
),
pp. 1-13
Persistent link: https://www.econbiz.de/10014460872
Saved in:
2
Let's laugh about it! : using humor to address complainers’ online incivility
Béal, Mathieu
;
Grégoire, Yany
;
Carrillat, François A.
- In:
Journal of interactive marketing
58
(
2023
)
1
,
pp. 34-51
Persistent link: https://www.econbiz.de/10014228864
Saved in:
3
Exploring customer experience, commitment, and engagement behaviours
Roy, Sanjit
;
Gruner, Richard L.
;
Guo, Jingjing
- In:
Journal of strategic marketing
30
(
2022
)
1
,
pp. 45-68
Persistent link: https://www.econbiz.de/10013170042
Saved in:
4
Convenience stores in the digital age : a focus on the customer experience and revisit intentions
Gibson, Samantha
;
Hsu, Maxwell K.
;
Zhou, Xing
- In:
Journal of retailing and consumer services
68
(
2022
),
pp. 1-14
Persistent link: https://www.econbiz.de/10013366306
Saved in:
5
First-time versus repeat tourists : resistance to negative information
Su, LuJun
;
Hsu, Maxwell K.
;
Huels, Brian
- In:
Journal of service theory and practice
32
(
2022
)
2
,
pp. 258-282
Persistent link: https://www.econbiz.de/10013190889
Saved in:
6
Resolving complaints online : development and validation of customers' perceived webcare scale
Sreejesh, S.
;
Paul, Justin
;
Unnithan, Anandakuttan B.
- In:
Journal of strategic marketing
30
(
2022
)
3
,
pp. 260-280
Persistent link: https://www.econbiz.de/10013284044
Saved in:
7
Is service recovery of equal importance for private vs public complainers?
Béal, Mathieu
;
Suri, Anshu
;
Nguyen, Nguyen
;
Grégoire, Yany
- In:
Journal of business research : JBR
153
(
2022
),
pp. 392-400
Persistent link: https://www.econbiz.de/10013534061
Saved in:
8
Managing customers' undesirable responses towards hospitality service brands during service failure : the moderating role of other customer perception
Sarkar, Abhigyan
;
Sarkar, Juhi Gahlot
;
Sreejesh, S.
- In:
International journal of hospitality management
94
(
2021
),
pp. 1-14
Persistent link: https://www.econbiz.de/10012495095
Saved in:
9
Addressing service failure and initiating service recovery in online platforms : literature review and research agenda
Manu C
;
Sreejesh, S.
- In:
Journal of strategic marketing
29
(
2021
)
8
,
pp. 658-689
Persistent link: https://www.econbiz.de/10012653604
Saved in:
10
Tell us your concern, and we shall together address! : role of service booking channels and brand equity on post-failure outcomes
Manu C
;
Sreejesh, S.
;
Paul, Justin
- In:
International journal of hospitality management
96
(
2021
),
pp. 1-13
Persistent link: https://www.econbiz.de/10012585701
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