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~isPartOf:"International journal of contemporary hospitality management"
~isPartOf:"Service business"
~subject:"Kundenservice"
~subject:"Retail trade"
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Kundenservice
Retail trade
Beziehungsmarketing
200
Relationship marketing
200
Consumer behaviour
108
Konsumentenverhalten
108
Customer satisfaction
95
Kundenzufriedenheit
95
Dienstleistungsqualität
88
Service quality
88
Hotel industry
41
Hotellerie
41
Brand management
26
Markenführung
26
Customer integration
22
Kundenintegration
22
Beschwerdemanagement
21
Complaint management
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Gastronomie
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Restaurant industry
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Brand image
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Markenimage
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Customer service
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Emotion
17
Customer value
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Kundenwert
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Confidence
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Satisfaction
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Betriebliche Wertschöpfung
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Gastgewerbe
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Hospitality industry
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Lieferantenmanagement
14
Supplier relationship management
14
Value creation
14
Viral marketing
14
Virales Marketing
14
Arbeitsverhalten
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Aa, Zanna van der
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Afaq, Anam
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Aguilar-Rojas, Oscar
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International journal of contemporary hospitality management
Service business
Journal of retailing and consumer services
202
Journal of business research : JBR
75
The journal of services marketing
53
Journal of retailing
51
The international review of retail, distribution and consumer research
45
International journal of retail & distribution management
33
International journal of hospitality management
30
International journal of retail and distribution management
30
The service industries journal
21
Journal of service research
18
Journal of the Academy of Marketing Science
18
Journal of service research : JSR
17
SpringerLink / Bücher
17
Journal of strategic marketing
16
Services marketing quarterly
16
Marketing intelligence & planning
15
Cogent business & management
13
Journal of marketing
13
Journal of service theory and practice
13
International journal of production economics
12
Psychology & marketing
12
European journal of marketing : EJM
11
Journal of service management
11
Management science : journal of the Institute for Operations Research and the Management Sciences
11
Managing service quality : MSQ ; an international journal
11
International journal of electronic marketing and retailing : IJEMR
10
International journal of research in marketing : IJRM ; official journal of the European Marketing Academy
10
Journal of relationship marketing : innovations & enhancements for customer service, relations & satisfaction
10
Journal of service theory and practice : JSTP
10
Gabler Edition Wissenschaft
9
Industrial marketing management : the international journal for industrial and high-tech firms
9
International journal of business and economics
9
International journal of business information systems : IJBIS
9
Technological forecasting & social change : an international journal
9
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
9
International journal of electronic commerce : IJEC
8
International journal of services and operations management
8
Journal of business economics and management
8
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ECONIS (ZBW)
23
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1
New aspects of research to assess and manage critical incidents in service encounters : teleological actions, interactive interface and perceptual gaps
Padin, Carmen
;
Svensson, Göran
;
Otero-Neira, Carmen
; …
- In:
International journal of contemporary hospitality management
27
(
2015
)
1
,
pp. 27-51
Persistent link: https://www.econbiz.de/10010516547
Saved in:
2
What may lead you to recommend and revisit a hotel after a service failure instead of complaining?
Aguilar-Rojas, Oscar
;
Fandos-Herrera, Carmina
;
Flavián …
- In:
International journal of contemporary hospitality management
27
(
2015
)
2
,
pp. 214-235
Persistent link: https://www.econbiz.de/10011300096
Saved in:
3
Triggers and inhibitors of illegitimate customer complaining behavior : anecdotes from frontline employees in the hospitality industry
Huang, Zhuowei
;
Zhao, Chen
;
Miao, Li
;
Fu, Xiaoxiao
- In:
International journal of contemporary hospitality management
26
(
2014
)
4
,
pp. 544-571
Persistent link: https://www.econbiz.de/10010387391
Saved in:
4
Investigating the wellness tourism factors in hot spring hotel customer service
Chen, Kaung-hwa
;
Chang, Feng-hsiang
;
Wu, Chihkang
- In:
International journal of contemporary hospitality management
25
(
2013
)
7
,
pp. 1092-1114
Persistent link: https://www.econbiz.de/10010194874
Saved in:
5
Causal relationships between table game players’ perceptions of service quality, perceived winning, and game spending : moderating effects of demographic factors
Jeon, Sang Mi
;
Magnini, Vincent P.
;
Kim, Insin
;
Hyun, …
- In:
International journal of contemporary hospitality management
25
(
2013
)
6
,
pp. 922-944
Persistent link: https://www.econbiz.de/10010125916
Saved in:
6
The cost (and the value) of customer attire : linking high- and low-end dress styles to service quality and prices offered by service employees
Vilnai-Yavetz, Iris
;
Gilboa, Shaked
- In:
Service business
8
(
2014
)
2
,
pp. 355-373
Persistent link: https://www.econbiz.de/10010351398
Saved in:
7
Customer compliance with employee fuzzy requests in service encounters : a self-determination theory perspective
Teng, Teng
;
Zhang, Shengliang
;
Li, Xiaodong
;
Chen, Yuan
- In:
Service business
14
(
2020
)
2
,
pp. 217-240
Persistent link: https://www.econbiz.de/10012304231
Saved in:
8
The impact of abusive supervision on service employees' proactive customer service performance in the hotel industry
Lyu, Yijing
;
Zhou, Xing
;
Li, Weiwen
;
Wan, Junbao
;
Zhang, Jie
- In:
International journal of contemporary hospitality management
28
(
2016
)
9
,
pp. 1992-2012
Persistent link: https://www.econbiz.de/10011624205
Saved in:
9
How to boost frontline employee service recovery performance : the role of cultural intelligence
Costers, Annelies
;
Van Vaerenbergh, Yves
;
Van den …
- In:
Service business
13
(
2019
)
3
,
pp. 581-602
Persistent link: https://www.econbiz.de/10012124374
Saved in:
10
Developing a typology of disruptive customer behaviors : influence of customer misbehavior on service experience of by-standing customers
Gursoy, Dogan
;
Cai, Ruiying
;
Anaya, Gerardo Joel
- In:
International journal of contemporary hospitality management
29
(
2017
)
9
,
pp. 2341-2360
Persistent link: https://www.econbiz.de/10011761812
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