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Year of publication
Subject
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Kundenzufriedenheit 13,873 Customer satisfaction 13,871 Beziehungsmarketing 7,394 Relationship marketing 7,384 Service quality 6,697 Dienstleistungsqualität 6,696 Konsumentenverhalten 6,656 Consumer behaviour 6,655 Kundenwert 2,579 Customer value 2,460 Beschwerdemanagement 1,642 Complaint management 1,642 Customer service 1,183 Kundenservice 1,181 Online retailing 1,142 Online-Handel 1,142 Satisfaction 1,097 Deutschland 1,047 Arbeitszufriedenheit 1,039 Job satisfaction 1,031 Qualitätsmanagement 1,002 Germany 988 Electronic Commerce 962 Quality management 939 E-commerce 914 Emotion 913 Holiday behaviour 900 Urlaubsverhalten 900 Einzelhandel 868 customer satisfaction 855 Retail trade 843 Markenimage 812 Brand management 811 Markenführung 811 Brand image 809 Vertrauen 805 Confidence 792 Bank 740 USA 731 Hotel industry 729
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Online availability
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Undetermined 7,030 Free 2,930
Type of publication
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Article 14,443 Book / Working Paper 4,863 Journal 33
Type of publication (narrower categories)
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Article in journal 13,033 Aufsatz in Zeitschrift 13,033 Aufsatz im Buch 1,377 Book section 1,377 Hochschulschrift 946 Thesis 641 Graue Literatur 629 Non-commercial literature 629 Working Paper 419 Arbeitspapier 418 Case study 206 Fallstudie 206 Dissertation u.a. Prüfungsschriften 198 Collection of articles of several authors 184 Sammelwerk 184 Aufsatzsammlung 131 Conference paper 127 Konferenzbeitrag 127 Ratgeber 78 Guidebook 69 Bibliografie enthalten 61 Bibliography included 61 Lehrbuch 42 Collection of articles written by one author 40 Konferenzschrift 40 Sammlung 40 Textbook 34 Handbook 22 Handbuch 22 Conference proceedings 19 Reprint 15 Interview 13 Statistik 13 Umfrage 12 Amtsdruckschrift 10 Government document 10 Bibliografie 9 Statistics 7 Glossar enthalten 6 Glossary included 6
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Language
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English 16,463 German 2,702 Undetermined 150 French 23 Italian 7 Polish 4 Swedish 4 Dutch 2 Russian 2 Czech 1 Danish 1 Portuguese 1 Slovak 1 Spanish 1
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Author
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Homburg, Christian 78 Han, Heesup 67 Kumar, V. 52 Mattila, Anna S. 52 Bauer, Hans H. 40 Stauss, Bernd 40 Svensson, Göran 37 Mittal, Vikas 36 Bruhn, Manfred 35 Huber, Frank 33 Aksoy, Lerzan 32 Wong, IpKin Anthony 31 Gil Saura, Irene 30 Verhoef, Peter C. 30 Ringle, Christian M. 28 Usman, Osly 28 Gelbrich, Katja 27 Matzler, Kurt 27 Hyun, Sunghyup Sean 25 Prayag, Girish 25 Prentice, Catherine 25 Hammerschmidt, Maik 24 Jang, Soocheong 24 McColl-Kennedy, Janet R. 24 Prybutok, Victor R. 24 Evanschitzky, Heiner 23 Keiningham, Timothy 23 Sparks, Beverley 23 Söderlund, Magnus 23 Roschk, Holger 22 Sharma, Piyush 22 Töpfer, Armin 22 Eggert, Andreas 21 Gustafsson, Anders 21 Shahin, Arash 21 Balaji, M. S. 20 Bilgihan, Anil 20 Edvardsson, Bo 20 Fürst, Andreas 20 Lee, Choong-Ki 20
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Institution
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Springer Fachmedien Wiesbaden 68 Verlag Dr. Kovač 22 National Bureau of Economic Research 20 Books on Demand GmbH <Norderstedt> 12 Nomos Verlagsgesellschaft 7 Universität <Augsburg> / Lehrstuhl für BWL, Wirtschaftsinformatik,Informations- & Finanzmanagement 7 RWTH Aachen 6 IGI Global 5 Shaker Verlag 5 Erasmus Research Institute of Management 4 Fördergesellschaft Marketing an der Universität Augsburg 4 Haufe-Lexware GmbH & Co. KG 4 Technische Universität Hamburg 4 USA / Bureau of the Census 4 World Trade Organization 4 Eric Cuvillier <Firma> 3 Excellence-in-Service-Konferenz <6., 2016, Koblenz> 3 Fachhochschule Reutlingen / European School of Business 3 Friedrich-Schiller-Universität Jena 3 Institut für Selbstbedienung <Köln> 3 UVK Verlagsgesellschaft mbH 3 Universität Mannheim 3 Academy of Marketing Science 2 Academy of Marketing Science / Annual Conference <2017, Coronado, Calif.> 2 Brandenburgische Technische Universität Cottbus-Senftenberg 2 Bundesverband der Selbständigen 2 De Gruyter Oldenbourg 2 Deutsche Marketing-Vereinigung 2 Deutschland / Bundeswehr / Universität Hamburg 2 Europa-Universität Viadrina Frankfurt (Oder) 2 Forschungsgemeinschaft Qualitätssicherung 2 Harvard Graduate School of Business Administration 2 Information Resources Management Association 2 Institut für Marktorientierte Unternehmensführung Mannheim 2 International Conference on Innovative Trends in Business Practices for Sustainable Development <2016, Chennai> 2 Karlsruher Institut für Technologie 2 Kassel University Press GmbH 2 Logos Verlag Berlin 2 National Consumer Council 2 Nordic Council of Ministers 2
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Published in...
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Journal of retailing and consumer services 471 International journal of hospitality management 425 Journal of business research : JBR 417 The journal of services marketing 227 The service industries journal 218 Tourism management : research, policies, practice 189 SpringerLink / Bücher 186 Total quality management & business excellence : an official journal of the European Society for Organisational Excellence 178 Journal of travel and tourism marketing 175 Journal of hospitality marketing & management 171 Industrial marketing management : the international journal for industrial and high-tech firms 162 International journal of contemporary hospitality management 161 Journal of service research : JSR 120 Services marketing quarterly 117 Journal of travel research : a quarterly publication of the Travel and Tourism Research Association 112 Cogent business & management 111 Journal of the Academy of Marketing Science 103 Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education 100 Service business 98 Journal of service management 96 Journal of air transport management 95 Psychology & marketing 95 Asia Pacific journal of marketing and logistics 93 The TQM journal : the international review of organizational improvement 91 Journal of strategic marketing 87 Tourism management perspectives : TMP 86 Journal of marketing 85 International journal of productivity and quality management : IJPQM 81 The international journal of bank marketing : IJBM 77 The journal of business & industrial marketing 77 European journal of marketing : EJM 75 International journal of services and operations management 74 International journal of quality and service sciences 73 Managing service quality : MSQ ; an international journal 71 Journal of retailing 70 Total quality management & business excellence 68 Journal of marketing management : MM 64 Tourism analysis : an interdisciplinary tourism & hospitality journal 62 International journal of electronic customer relationship management : IJECRM 61 Journal of Asian finance, economics and business : JAFEB 60
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Source
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ECONIS (ZBW) 18,609 USB Cologne (EcoSocSci) 705 USB Cologne (business full texts) 22 EconStor 2 RePEc 1
Showing 61 - 70 of 19,339
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It takes two to empower : customer responses to empowerment recovery in the context of robot service failure
Yu, Jing; Liu, Xiaoming; He, Mang; Huang, Liman (Mandy); … - In: International journal of hospitality management 120 (2024), pp. 1-11
Persistent link: https://www.econbiz.de/10015071094
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Effects of third-party observer empathy when viewing interactions between robots and customers : the moderating role of robot eeriness
Sheng, Xiaojing; Murray, Ross; Ketron, Seth C.; Felix, Reto - In: International journal of hospitality management 119 (2024), pp. 1-11
Persistent link: https://www.econbiz.de/10015070773
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Enhancing service recovery satisfaction with chatbots : the role of humor and informal language
Shams, Ghazal; Kim, Kawon Kathy; Kim, Kaeun - In: International journal of hospitality management 120 (2024), pp. 1-14
Persistent link: https://www.econbiz.de/10015071175
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How do consumer-to-consumer interactions affect bystanders on corporate social media (CSM)? : (in)civility in advocates' responses and complainant-bystander psychological distance
Huang, Ran; Ha, Sejin - In: The service industries journal 44 (2024) 11/12, pp. 789-812
Persistent link: https://www.econbiz.de/10015050128
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Consumer's re-participation in online flash sale after service failure : a moderated-mediation study
Sharma, Anjali; Jayasimha, K. R.; Srivastava, Himanshu … - In: Journal of global marketing 37 (2024) 3, pp. 194-211
Persistent link: https://www.econbiz.de/10015050010
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Empathic accuracy in artificial intelligence service recovery
Xu, Xing'an; Wen, Najuan; Liu, Juan - In: Tourism review 79 (2024) 5, pp. 1058-1075
Persistent link: https://www.econbiz.de/10015049402
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Service failure management system : evidence from the Indian hospitality industry
Vikash; Kaushik, Neeraj - In: International journal of services and operations … 48 (2024) 3, pp. 395-408
Persistent link: https://www.econbiz.de/10015066785
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Logistics service failures and recovery strategies : is the response time or the discount amount more important?
Gurler, Hasan Emin; Erturgut, Ramazan - In: Marketing intelligence & planning 42 (2024) 7, pp. 1299-1329
Persistent link: https://www.econbiz.de/10015056988
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The effect of service recovery on socially distant third-party customers : an experimental research on emotions, forgiveness, repatronage intention and WoM
Çelik, Süleyman; Tektaş, Öznur Özkan; Kavak, Bahtışen - In: Journal of service theory and practice 34 (2024) 4, pp. 519-542
Persistent link: https://www.econbiz.de/10015055431
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The impact of default options on tourist intention post tourism chatbot failure : the role of service recovery and emoticon
Wang, Lilei; Xiao, Junyang; Luo, Zeyuan; Guo, Yanghong; … - In: Tourism Management Perspectives 53 (2024), pp. 1-13
Persistent link: https://www.econbiz.de/10015077514
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