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~isPartOf:"International journal of contemporary hospitality management"
~isPartOf:"Total quality management & business excellence : an official journal of the European Society for Organisational Excellence"
~subject:"Kundenservice"
~subject:"Retail trade"
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Kundenservice
Retail trade
Beziehungsmarketing
206
Relationship marketing
206
Customer satisfaction
105
Kundenzufriedenheit
105
Dienstleistungsqualität
102
Service quality
102
Consumer behaviour
100
Konsumentenverhalten
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Hotel industry
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Hotellerie
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customer satisfaction
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Afaq, Anam
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Aguilar-Rojas, Oscar
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International journal of contemporary hospitality management
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
Journal of retailing and consumer services
202
Journal of business research : JBR
75
The journal of services marketing
53
Journal of retailing
50
The international review of retail, distribution and consumer research
44
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
17
Journal of service research : JSR
17
Journal of the Academy of Marketing Science
17
SpringerLink / Bücher
17
Journal of strategic marketing
15
Services marketing quarterly
15
Cogent business & management
13
Journal of marketing
13
Marketing intelligence & planning
13
Service business
13
Psychology & marketing
12
European journal of marketing : EJM
11
International journal of production economics
11
Journal of service management
11
Journal of service theory and practice
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
Technological forecasting & social change : an international journal
9
International journal of business information systems : IJBIS
8
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)
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1
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:
2
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:
3
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:
4
The influence of customer participation on service failure perceptions
Koc, Erdogan
;
Ulukoy, Metin
;
Kilic, Recep
;
Yumusak, Sedat
; …
- In:
Total quality management & business excellence : an …
28
(
2017
)
3/4
,
pp. 390-404
Persistent link: https://www.econbiz.de/10011723681
Saved in:
5
Applying FSE to enhance customer value by improving store image in different consumer groups
Fu, Hsin-Pin
;
Chang, Tien-Hsiang
;
Lin, Arthu
;
Lin, Sheng-Wei
- In:
Total quality management & business excellence : an …
28
(
2017
)
5/6
,
pp. 481-500
Persistent link: https://www.econbiz.de/10011723707
Saved in:
6
A study on the antecedents and consequences of customer delight
Dey, Soma
;
Ghosh, Sanjukta
;
Datta, Biplab
;
Barai, Parama
- In:
Total quality management & business excellence : an …
28
(
2017
)
1/2
,
pp. 47-61
Persistent link: https://www.econbiz.de/10011729369
Saved in:
7
The HWWP, a refined IVA-Kano model for designing new delightful products or services
Potra, Sabina Alina
;
Izvercian, Monica
;
Pugna, Adrian Pavel
- In:
Total quality management & business excellence : an …
28
(
2017
)
1/2
,
pp. 104-117
Persistent link: https://www.econbiz.de/10011730228
Saved in:
8
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:
9
Excellent products or servitisation? : analysing retailers' preference before and after a loyalty programme
Vila-Lopez, Natalia
;
Kuster-Boluda, Ines
- In:
Total quality management & business excellence : an …
28
(
2017
)
12
,
pp. 1378-1392
Persistent link: https://www.econbiz.de/10011781629
Saved in:
10
Delighting customers : an exploration into the discriminating factors
Chowdhury, Utpal Kumar
- In:
Total quality management & business excellence : an …
20
(
2009
)
1/2
,
pp. 253-266
Persistent link: https://www.econbiz.de/10003859054
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