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~isPartOf:"International journal of services and operations management"
~isPartOf:"Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education"
~subject:"Kundenzufriedenheit"
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Kundenzufriedenheit
Customer satisfaction
147
Dienstleistungsqualität
114
Service quality
114
Consumer behaviour
75
Konsumentenverhalten
75
Beziehungsmarketing
59
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Kim, Eojina
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Subashini, R.
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Vasumathi, A.
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Abu Bakar Sade
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International journal of services and operations management
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
Journal of retailing and consumer services
419
International journal of hospitality management
365
Journal of business research : JBR
300
The journal of services marketing
191
The service industries journal
173
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
170
Tourism management : research, policies, practice
170
Journal of travel and tourism marketing
164
Journal of hospitality marketing & management
153
International journal of contemporary hospitality management
140
Journal of travel research : a quarterly publication of the Travel and Tourism Research Association
105
Cogent business & management
103
Services marketing quarterly
101
Service business
89
Journal of service research : JSR
88
Journal of air transport management
87
Asia Pacific journal of marketing and logistics
85
The TQM journal : the international review of organizational improvement
85
Tourism management perspectives : TMP
84
Psychology & marketing
78
International journal of productivity and quality management : IJPQM
77
Journal of the Academy of Marketing Science
72
Industrial marketing management : the international journal for industrial and high-tech firms
71
Journal of service management
69
Journal of strategic marketing
68
The international journal of bank marketing : IJBM
66
Total quality management & business excellence
66
International journal of quality and service sciences
64
Tourism analysis : an interdisciplinary tourism & hospitality journal
61
European journal of marketing : EJM
59
Journal of Asian finance, economics and business : JAFEB
59
International journal of quality & reliability management
58
Managing service quality : MSQ ; an international journal
57
International journal of services, economics and management
55
Journal of retailing
54
Journal of hospitality and tourism insights
53
International journal of business information systems : IJBIS
52
International journal of electronic marketing and retailing : IJEMR
52
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ECONIS (ZBW)
147
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1
Customer input failures in service processes
Seppänen, Kaisa
;
Huiskonen, Janne
;
Karppinen, Henri
- In:
International journal of services and operations management
17
(
2014
)
4
,
pp. 439-452
Persistent link: https://www.econbiz.de/10010410864
Saved in:
2
The facilitating dynamic of customer-employee satisfaction : contributions from the person-centred approach to service encounters
Chinchilla, Andrés
;
Sepúlveda, César J.
;
Madero, Sergio
- In:
International journal of services and operations management
32
(
2019
)
3
,
pp. 339-361
Persistent link: https://www.econbiz.de/10012009018
Saved in:
3
An exploratory examination of supervisor undermining, employee involvement climate, and the effects on customer perceptions of service quality in quick-service restaurants
Mathe, Kimberly
;
Slevitch, Lisa
- In:
Journal of hospitality & tourism research : JHTR ; the …
37
(
2013
)
1
,
pp. 29-50
Persistent link: https://www.econbiz.de/10009772556
Saved in:
4
Determining satisfaction through customer-perceived service quality and value : evidence from Ethiopian telecommunications
Negi, Rakshit
- In:
International journal of services and operations management
7
(
2010
)
3
,
pp. 333-350
Persistent link: https://www.econbiz.de/10008798963
Saved in:
5
Customer satisfaction with call centre care : an explanatory empirical study of service encounters in Germany
Gerpott, Torsten J.
- In:
International journal of services and operations management
13
(
2012
)
4
,
pp. 525-553
Persistent link: https://www.econbiz.de/10009670773
Saved in:
6
Illegitimate customer complaining behavior in hospitality service encouters : a frontline employee perspecitve
Huang, Zhuowei
;
Miao, Li
- In:
Journal of hospitality & tourism research : JHTR ; the …
40
(
2016
)
6
,
pp. 655-684
Persistent link: https://www.econbiz.de/10011559797
Saved in:
7
Exploring the impact of service recovery on customer affection, perceived value, and sabotaging behaviour : does gender make a difference?
Daskin, Mustafa
;
Azilah Kasim
- In:
International journal of services and operations management
23
(
2016
)
4
,
pp. 467-485
Persistent link: https://www.econbiz.de/10011588653
Saved in:
8
Other customer service failures : emotions, impacts, and attributions
Baker, Melissa A.
;
Kim, Kawon Kathy
- In:
Journal of hospitality & tourism research : JHTR ; the …
42
(
2018
)
7
,
pp. 1067-1085
Persistent link: https://www.econbiz.de/10011922297
Saved in:
9
A framework for a customer approach to performance measurement in a service context
Ukko, Juhani
;
Pekkola, Sanna
- In:
International journal of services and operations management
22
(
2015
)
2
,
pp. 210-220
Persistent link: https://www.econbiz.de/10011522569
Saved in:
10
How sincere is an apology? : recovery satisfaction in a robot service failure context
Hu, Yaou
;
Min, Hyounae
;
Su, Na
- In:
Journal of hospitality & tourism research : JHTR ; the …
45
(
2021
)
6
,
pp. 1022-1043
Persistent link: https://www.econbiz.de/10012592331
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