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~isPartOf:"International journal of hospitality management"
~isPartOf:"Journal of service management"
~subject:"Service industry"
~subject:"USA"
~subject:"Unternehmenserfolg"
~type_genre:"Article in journal"
~type_genre:"Fallstudie"
~type_genre:"Textbook"
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Service industry
USA
Unternehmenserfolg
Customer satisfaction
425
Kundenzufriedenheit
424
Dienstleistungsqualität
308
Service quality
308
Consumer behaviour
258
Konsumentenverhalten
258
Beziehungsmarketing
197
Relationship marketing
197
Hotel industry
150
Hotellerie
150
Gastronomie
105
Restaurant industry
105
Customer service
100
Kundenservice
100
Dienstleistungssektor
88
Bibliometrics
83
Bibliometrie
83
Emotion
72
Hospitality industry
69
Gastgewerbe
68
Satisfaction
64
Arbeitszufriedenheit
62
Job satisfaction
62
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47
Complaint management
47
Services
47
Dienstleistung
46
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43
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43
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41
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38
United Kingdom
38
Viral marketing
34
Virales Marketing
34
Arbeitsverhalten
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29
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131
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135
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4
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135
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Jang, Soocheong
8
Edvardsson, Bo
4
Ha, Jooyeon
4
Han, Heesup
4
Jaakkola, Elina
4
McColl-Kennedy, Janet R.
4
Witell, Lars
4
Gustafsson, Anders
3
Verma, Rohit
3
Assaf, A. Georges
2
Bowen, David E.
2
Chase, Richard B.
2
Cheung, Lilliemay
2
Guchait, Priyanko
2
Hon, Alice H. Y.
2
Jeong, Miyoung
2
Kim, Jong-hyeong
2
Kim, Wansoo
2
Kim, Woo Gon
2
Kristensson, Per
2
Mahr, Dominik
2
Mattila, Anna S.
2
Odekerken-Schröder, Gaby
2
Ok, Chihyung
2
Parasuraman, A.
2
Phillips, Paul
2
Sainaghi, Ruggero
2
Tuzovic, Sven
2
Wirtz, Jochen
2
Yang, Yang
2
Aa, Wietze van der
1
Aal, Kotaiba
1
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1
Aksoy, Lerzan
1
Albayrak, Tahir
1
Altinay, Levent
1
Ambika, Anupama
1
Andajigarmaroudi, Saeed
1
Andreassen, Tor Wallin
1
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1
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International journal of hospitality management
Journal of service management
The service industries journal
277
Journal of business research : JBR
134
The journal of services marketing
103
Applied economics
90
Industrial marketing management : the international journal for industrial and high-tech firms
72
International journal of production economics
69
Journal of international money and finance
66
Journal of service research : JSR
65
Journal of retailing and consumer services
63
Service business
61
The international journal of human resource management
54
Research policy : policy, management and economic studies of science, technology and innovation
52
Economics letters
48
The American economic review
47
International journal of services technology and management
44
Services marketing quarterly
44
Regional studies
43
Structural change and economic dynamics : SC+ED
43
Applied financial economics
42
Technological forecasting & social change : an international journal
41
The review of economics and statistics
40
The economic journal : the journal of the Royal Economic Society
39
Applied economics letters
37
Economics of innovation and new technology
37
European journal of operational research : EJOR
37
International journal of services and operations management
37
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
37
The journal of economic history
36
Economic modelling
35
The journal of business & industrial marketing
33
International journal of production research
31
Managing service quality : MSQ ; an international journal
31
Technovation : the international journal of technological innovation, entrepreneurship and technology management
31
Empirical economics : a journal of the Institute for Advanced Studies, Vienna, Austria
30
Journal of macroeconomics
30
Journal of the Academy of Marketing Science
30
The journal of finance : the journal of the American Finance Association
30
WSI-Mitteilungen : Zeitschrift des Wirtschafts- und Sozialwissenschaftlichen Instituts der Hans-Böckler-Stiftung
30
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ECONIS (ZBW)
135
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1
Research on service frontline employees : a science - practice perspective
Solnet, David
;
Golubovskaya, Maria
- In:
Journal of service management
34
(
2023
)
5
,
pp. 1021-1037
Persistent link: https://www.econbiz.de/10014456531
Saved in:
2
Why and when witnessing uncivil behavior leads observers to punish frontline employees and leave the firm
Karabas, Ismail
;
Joireman, Jeff
;
Kim, Shinhye
- In:
International journal of hospitality management
82
(
2019
),
pp. 91-100
Persistent link: https://www.econbiz.de/10012121396
Saved in:
3
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:
4
Exploring guest response towards service failure in home-sharing : service presence and consumption motivation
Lu, Lu
;
Mody, Makarand Amrish
;
Andajigarmaroudi, Saeed
- In:
International journal of hospitality management
87
(
2020
),
pp. 1-11
Persistent link: https://www.econbiz.de/10012241810
Saved in:
5
Frontline employee expectations on working with physical robots in retailing
Willems, Kim
;
Verhulst, Nanouk
;
Gauquier, Laurens de
; …
- In:
Journal of service management
34
(
2023
)
3
,
pp. 467-492
Persistent link: https://www.econbiz.de/10014338164
Saved in:
6
How should I respond to a complaining customer? : a model of Cognitive-Emotive-Behavioral from the perspective of restaurant service employees
Poh Theng Loo
;
Khoo-Lattimore, Catheryn
;
Huey Chern Boo
- In:
International journal of hospitality management
95
(
2021
),
pp. 1-10
Persistent link: https://www.econbiz.de/10012547701
Saved in:
7
The influence of service employees' nonverbal communication on customer-employee rapport in the service encounter
Lin, Cheng-Yu
;
Lin, Jiun-Sheng Chris
- In:
Journal of service management
28
(
2017
)
1
,
pp. 107-132
Persistent link: https://www.econbiz.de/10011654999
Saved in:
8
The service triad : an empirical study of service robots, customers and frontline employees
Odekerken-Schröder, Gaby
;
Mennens, Kars
;
Steins, Mark
; …
- In:
Journal of service management
33
(
2022
)
2
,
pp. 246-292
Persistent link: https://www.econbiz.de/10012880726
Saved in:
9
Tech-touch balance in the service encounter : the impact of supplementary human service on consumer responses
Wu, Luorong
;
Fan, Alei
;
Yang, Yang
;
He, Zeya
- In:
International journal of hospitality management
101
(
2022
),
pp. 110
Persistent link: https://www.econbiz.de/10013271321
Saved in:
10
What makes service employees and customers smile : antecedents and consequences of the employees' affective delivery in the service encounter
Lin, Jiun-sheng Chris
;
Lin, Cheng-yu
- In:
Journal of service management
22
(
2011
)
2
,
pp. 183-201
Persistent link: https://www.econbiz.de/10009155029
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