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L' enquête de satisfaction : g...
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Customer satisfaction
71
Kundenzufriedenheit
71
Dienstleistungsqualität
45
Service quality
45
Beziehungsmarketing
42
Relationship marketing
42
Consumer behaviour
40
Konsumentenverhalten
40
Customer service
11
Kundenservice
11
Beschwerdemanagement
10
Complaint management
10
Customer experience
10
Satisfaction
10
Services
10
Arbeitszufriedenheit
9
Dienstleistung
9
Job satisfaction
9
Dienstleistungssektor
8
Einzelhandel
8
Retail trade
8
Service industry
8
Customer integration
7
Kundenintegration
7
Dienstleistungsmarketing
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Emotion
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Services marketing
6
Viral marketing
6
Virales Marketing
6
Customer loyalty
5
Service recovery
5
Zufriedenheit
5
Employee retention
4
Mitarbeiterbindung
4
Online retailing
4
Online-Handel
4
Arbeitskräfte
3
Arbeitsverhalten
3
Betriebliche Wertschöpfung
3
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71
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Aksoy, Lerzan
5
Buoye, Alexander
3
Edvardsson, Bo
3
Keiningham, Timothy
3
Ponsignon, Frederic
3
Riel, Allard C. R. van
3
Bloemer, Johanna M.
2
Cooil, Bruce
2
Gustafsson, Anders
2
Hillebrand, Bas
2
Huang, Wen Hsien
2
Joosten, Herm
2
Klaus, Philipp
2
Lariviere, Bart
2
Lipkin, Michaela
2
Malthouse, Edward C.
2
Semeijn, Janjaap
2
Sharma, Piyush
2
Sparks, Beverley
2
Söderlund, Magnus
2
Tronvoll, Bård
2
Willems, Kim
2
Wirtz, Jochen
2
Witell, Lars
2
Wu, Luorong
2
Albrecht, Carmen-Maria
1
Alkire, Linda
1
Allsopp, Jason
1
Arbore, Alessandro
1
Aslan, Marjan
1
Batat, Wided
1
Beierlein, Andrea
1
Birgelen, Marcel van
1
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1
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1
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1
Bowen, David E.
1
Bradley, Graham L.
1
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Journal of service management
Journal of retailing and consumer services
422
International journal of hospitality management
384
Journal of business research : JBR
322
SOEP survey papers
235
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
219
The journal of services marketing
192
Tourism management : research, policies, practice
188
The service industries journal
181
Journal of travel and tourism marketing
167
Journal of hospitality marketing & management
156
SpringerLink / Bücher
153
International journal of contemporary hospitality management
141
UTB
134
Journal of travel research : a quarterly publication of the Travel and Tourism Research Association
113
Cogent business & management
108
Services marketing quarterly
102
The TQM journal : the international review of organizational improvement
101
International journal of productivity and quality management : IJPQM
97
Journal of air transport management
92
International journal of business information systems : IJBIS
91
Asia Pacific journal of marketing and logistics
89
Service business
89
Journal of service research : JSR
88
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
86
Tourism management perspectives : TMP
85
Psychology & marketing
83
International journal of quality & reliability management
82
Total quality management & business excellence
80
Industrial marketing management : the international journal for industrial and high-tech firms
79
Journal of the Academy of Marketing Science
74
International journal of services and operations management
72
Journal of strategic marketing
72
The international journal of bank marketing : IJBM
72
Europäische Hochschulschriften / 5
69
International journal of quality and service sciences
68
Discussion paper series / IZA
62
Tourism analysis : an interdisciplinary tourism & hospitality journal
62
European journal of marketing : EJM
61
Journal of Asian finance, economics and business : JAFEB
60
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ECONIS (ZBW)
71
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1
Other-customer failure : effects of perceived employee effort and compensation on complainer and non-complainer service evaluations
Huang, Wen Hsien
- In:
Journal of service management
21
(
2010
)
2
,
pp. 191-211
Persistent link: https://www.econbiz.de/10003987098
Saved in:
2
Lack of preferential treatment : effects on dissatisfaction after a service failure
Varela Neira, Concepción
;
Vázquez Casielles, Rodolfo
; …
- In:
Journal of service management
21
(
2010
)
1
,
pp. 45-68
Persistent link: https://www.econbiz.de/10003964392
Saved in:
3
Does satisfaction matter more if a multichannel customer is also a multicompany customer?
Larivière, Bart
;
Aksoy, Lerzan
;
Cooil, Bruce
; …
- In:
Journal of service management
22
(
2011
)
1
,
pp. 39-66
Persistent link: https://www.econbiz.de/10009010795
Saved in:
4
Developing effective service compensation strategies : is a price reduction more effective than a free gift?
Huang, Wen Hsien
;
Lin, Tzu-da
- In:
Journal of service management
22
(
2011
)
2
,
pp. 202-216
Persistent link: https://www.econbiz.de/10009155028
Saved in:
5
Waiting for service at the checkout : negative emotional responses, store image and overall satisfaction
Riel, Allard C. R. van
;
Semeijn, Janjaap
;
Ribbink, Dina
; …
- In:
Journal of service management
23
(
2012
)
2
,
pp. 144-169
Persistent link: https://www.econbiz.de/10009554271
Saved in:
6
Role of web site design quality in satisfaction and word of mouth generation
Ha, Young
;
Im, Hyunjoo
- In:
Journal of service management
23
(
2012
)
1
,
pp. 79-96
Persistent link: https://www.econbiz.de/10009534367
Saved in:
7
EXQ : a multiple-item scale for assessing service experience
Klaus, Philipp
;
Maklan, Stan
- In:
Journal of service management
23
(
2012
)
1
,
pp. 5-33
Persistent link: https://www.econbiz.de/10009534370
Saved in:
8
Rejuvenating importance-performance analysis
Arbore, Alessandro
;
Busacca, Bruno
- In:
Journal of service management
22
(
2011
)
3
,
pp. 409-430
Persistent link: https://www.econbiz.de/10009239534
Saved in:
9
Co-creating service experience practices
McColl-Kennedy, Janet R.
;
Cheung, Lilliemay
;
Ferrier, …
- In:
Journal of service management
26
(
2015
)
2
,
pp. 249-275
Persistent link: https://www.econbiz.de/10011401339
Saved in:
10
Experience co-creation in financial services : an empirical exploration
Ponsignon, Frederic
;
Klaus, Philipp
;
Maull, Roger S.
- In:
Journal of service management
26
(
2015
)
2
,
pp. 295-320
Persistent link: https://www.econbiz.de/10011401343
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