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~person:"McColl-Kennedy, Janet R."
~person:"Ukko, Juhani"
~subject:"Business process management"
~subject:"Business-to-business marketing"
~subject:"Dienstleistungssektor"
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Search: "Dienstleistungsqualität"
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Business process management
Business-to-business marketing
Dienstleistungssektor
Dienstleistungsqualität
35
Service quality
35
Customer satisfaction
18
Kundenzufriedenheit
18
Beziehungsmarketing
17
Relationship marketing
17
Consumer behaviour
15
Konsumentenverhalten
15
Customer service
10
Kundenservice
10
Betriebliche Wertschöpfung
9
Service industry
9
Value creation
9
Beschwerdemanagement
8
Complaint management
8
Health care
8
Gesundheitsversorgung
7
Gesundheitswesen
6
Health care system
6
Performance measurement
6
Performance-Messung
6
Customer experience
5
Customer value
5
Dienstleistung
5
Emotion
5
Kundenwert
5
Services
5
Lebensqualität
4
Quality of life
4
Satisfaction
4
Well-being
4
Zufriedenheit
4
Customer integration
3
Kundenintegration
3
Performance
3
Performance management
3
Performance-Management
3
Service
3
Service innovation
3
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McColl-Kennedy, Janet R.
Ukko, Juhani
Rahman, Zillur
8
Talib, Faisal
7
Wirtz, Jochen
7
Dahlgaard-Park, Su Mi
6
Qureshi, M. N.
6
Gustafsson, Anders
5
Huang, Ming-Hui
5
Karppinen, Henri
5
Rust, Roland T.
5
Sharma, Piyush
5
Brady, Michael K.
4
Calabrese, Armando
4
Cheng, T. C. E.
4
Edvardsson, Bo
4
Gong, Taeshik
4
Huiskonen, Janne
4
Izogo, Ernest Emeka
4
Jaakkola, Elina
4
Kowalkowski, Christian
4
Leyer, Michael
4
Licht, Georg
4
Moch, Dietmar
4
O'Cass, Aron
4
Rayburn, Steven W.
4
Seppänen, Kaisa
4
Sousa, Rui
4
Stauss, Bernd
4
Svensson, Göran
4
Tai, Yang-Fei
4
Witell, Lars
4
Wünderlich, Nancy V.
4
Ahmad, Bilal
3
Akhtar, Nadeem
3
Anderson, Sidney
3
Barnes, Donald C.
3
Basu, Rana
3
Benkenstein, Martin
3
Bhola, Prabha
3
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Journal of service management
3
Benchmarking : an international journal ; BIJ
1
International journal of business performance management
1
International journal of quality & reliability management
1
International journal of quality and service sciences
1
Journal of service research
1
Operations management research : OMR ; advancing practice through theory
1
The journal of services marketing
1
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ECONIS (ZBW)
10
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1
Service research priorities : managing and delivering service in turbulent times
Ostrom, Amy L.
;
Field, Joy M.
;
Fotheringham, Darima
; …
- In:
Journal of service research
24
(
2021
)
3
,
pp. 329-353
Persistent link: https://www.econbiz.de/10012592938
Saved in:
2
Gaining insights into the measurement of value in industrial service network
Saunila, Minna
;
Rantala, Tero
;
Ukko, Juhani
;
Pekkola, Sanna
- In:
International journal of quality & reliability management
34
(
2017
)
4
,
pp. 478-493
Persistent link: https://www.econbiz.de/10011704838
Saved in:
3
Linking service design to value creation and service research
Andreassen, Tor Wallin
;
Kristensson, Per
;
Lervik-Olsen, Line
- In:
Journal of service management
27
(
2016
)
1
,
pp. 21-29
Persistent link: https://www.econbiz.de/10011482091
Saved in:
4
Customer-centered measurement of service operations: a B2B case study
Ukko, Juhani
;
Pekkola, Sanni
- In:
Operations management research : OMR ; advancing …
9
(
2016
)
1/2
,
pp. 11-21
Persistent link: https://www.econbiz.de/10011738839
Saved in:
5
Exploring added value through the service process : a comparative multiple case study
Pekkola, Sanna
;
Ukko, Juhani
- In:
Benchmarking : an international journal ; BIJ
23
(
2016
)
5
,
pp. 1249-1263
Persistent link: https://www.econbiz.de/10011571812
Saved in:
6
Conducting service research that matters
Gustafsson, Anders
;
Aksoy, Lerzan
;
Brady, Michael K.
; …
- In:
The journal of services marketing
29
(
2015
)
6/7
,
pp. 425-429
Persistent link: https://www.econbiz.de/10011418248
Saved in:
7
Performance measurement approach to show the value for the customer in an industrial service network
Ukko, Juhani
;
Pekkola, Sanna
;
Saunila, Minna
;
Rantala, Tero
- In:
International journal of business performance management
16
(
2015
)
2/3
,
pp. 214-229
Persistent link: https://www.econbiz.de/10011317292
Saved in:
8
Co-creating service experience practices
McColl-Kennedy, Janet R.
;
Cheung, Lilliemay
;
Ferrier, …
- In:
Journal of service management
26
(
2015
)
2
,
pp. 249-275
Persistent link: https://www.econbiz.de/10011401339
Saved in:
9
Reflective practice as a determinant of performance outcomes in services
Saunila, Minna
;
Ukko, Juhani
- In:
International journal of quality and service sciences
7
(
2015
)
4
,
pp. 392-403
Persistent link: https://www.econbiz.de/10011448202
Saved in:
10
Small details that marke big differences : a radical approach to consumption experience as a firm's differentiating strategy
Bolton, Ruth N.
;
Gustafsson, Anders
;
McColl-Kennedy, …
- In:
Journal of service management
25
(
2014
)
2
,
pp. 253-274
Persistent link: https://www.econbiz.de/10010343471
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