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~person:"Sharma, Piyush"
~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
28
Service quality
28
Customer satisfaction
22
Kundenzufriedenheit
22
Consumer behaviour
10
Konsumentenverhalten
10
Beziehungsmarketing
9
Relationship marketing
9
Customer service
8
Kundenservice
8
Service industry
8
Cross-cultural management
7
Interkulturelles Management
7
Performance measurement
6
Performance-Messung
6
Dienstleistung
4
Intercultural service encounters
4
Lieferantenmanagement
4
Service
4
Services
4
Supplier relationship management
4
Arbeitszufriedenheit
3
Betriebliche Wertschöpfung
3
Cross-cultural relations
3
Cultural identity
3
Einzelhandel
3
Hong Kong
3
Hongkong
3
Interkulturelle Beziehungen
3
Job satisfaction
3
Kulturelle Identität
3
Performance
3
Performance management
3
Performance-Management
3
Retail trade
3
Value creation
3
Auslandsverlagerung
2
B-to-B-Marketing
2
Bundling strategy
2
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Article
10
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9
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9
Aufsatz im Buch
1
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1
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English
10
Author
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Sharma, Piyush
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
McColl-Kennedy, Janet R.
5
Rust, Roland T.
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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A Research Agenda for Service Marketing
1
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 business research : JBR
1
Journal of service management
1
Journal of service theory and practice : JSTP
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
Intercultural service encounters in the post-COVID-19 world : a research agenda
Sharma, Piyush
- In:
A Research Agenda for Service Marketing
,
(pp. 283–298)
.
2024
Persistent link: https://www.econbiz.de/10014517997
Saved in:
2
Customer engagement and relationships in multi-actor service ecosystems
Sharma, Piyush
;
Jain, Kokil
;
Kingshott, Russel P. J.
; …
- In:
Journal of business research : JBR
121
(
2020
),
pp. 487-494
Persistent link: https://www.econbiz.de/10012417370
Saved in:
3
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:
4
Impact of frontline service employees' acculturation behaviours on customer satisfaction and commitment in intercultural service encounters
Gaur, Sanjaya Singh
;
Sharma, Piyush
;
Herjanto, Halimin
; …
- In:
Journal of service theory and practice : JSTP
27
(
2017
)
6
,
pp. 1105-1121
Persistent link: https://www.econbiz.de/10011811524
Saved in:
5
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:
6
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:
7
Exploring customers' zone of tolerance for B2B professional service quality
Ho, Angus
;
Sharma, Piyush
;
Hosie, Peter J.
- In:
The journal of services marketing
29
(
2015
)
5
,
pp. 380-392
Persistent link: https://www.econbiz.de/10011387806
Saved in:
8
Service role and outcome as moderators in intercultural service encounters
Sharma, Piyush
;
Tam, Jackie L. M.
;
Kim, Namwoon
- In:
Journal of service management
26
(
2015
)
1
,
pp. 137-155
Persistent link: https://www.econbiz.de/10010504614
Saved in:
9
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:
10
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:
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