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~isPartOf:"International journal of contemporary hospitality management"
~isPartOf:"Service business"
~subject:"Kundenservice"
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Kundenservice
Beziehungsmarketing
200
Relationship marketing
200
Consumer behaviour
108
Konsumentenverhalten
108
Customer satisfaction
95
Kundenzufriedenheit
95
Dienstleistungsqualität
89
Service quality
89
Hotel industry
41
Hotellerie
41
Brand management
26
Markenführung
26
Customer integration
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Kundenintegration
22
Beschwerdemanagement
21
Complaint management
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Gastgewerbe
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Hospitality industry
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Value creation
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Viral marketing
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Virales Marketing
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Aguilar-Rojas, Oscar
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Becker, Marc
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International journal of contemporary hospitality management
Service business
The journal of services marketing
39
Journal of retailing and consumer services
35
International journal of hospitality management
33
Journal of business research : JBR
33
Journal of service research
18
The service industries journal
16
Journal of service research : JSR
15
SpringerLink / Bücher
15
Journal of service theory and practice
12
Journal of service theory and practice : JSTP
10
Journal of the Academy of Marketing Science
10
Managing service quality : MSQ ; an international journal
9
Services marketing quarterly
9
International journal of business and economics
8
Journal of marketing
8
International journal of services and operations management
7
Journal of retailing
7
European journal of marketing
6
Gabler Edition Wissenschaft
6
Journal of hospitality marketing & management
6
Journal of service management
6
Psychology & marketing
6
The journal of business & industrial marketing
6
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
6
European journal of marketing : EJM
5
European research studies
5
Europäische Hochschulschriften / 5
5
Harvard-Business-Manager : das Wissen der Besten
5
International journal of consumer studies
5
International journal of operations & production management : IJOPM ; the official journal of the European Operations Management Association, EUROMA
5
International journal of quality and service sciences
5
International journal of services and standards
5
Journal of travel and tourism marketing
5
Manufacturing & service operations management : M & SOM
5
Marketing : ZFP ; journal of research and management
5
Springer eBook Collection / Business and Economics
5
The TQM journal : the international review of organizational improvement
5
Business horizons
4
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ECONIS (ZBW)
18
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date (oldest first)
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
Saved in:
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