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~isPartOf:"Journal of service management"
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Dienstleistungsqualität
96
Service quality
96
Customer satisfaction
48
Kundenzufriedenheit
48
Beziehungsmarketing
43
Relationship marketing
43
Consumer behaviour
41
Konsumentenverhalten
41
Services
26
Dienstleistung
25
Dienstleistungssektor
25
Service industry
25
Customer service
21
Kundenservice
21
Emotion
20
Customer integration
17
Kundenintegration
17
Betriebliche Wertschöpfung
13
Gesundheitswesen
13
Health care system
13
Value creation
13
Customer experience
11
Dienstleistungsmanagement
10
Health care
10
Service management
10
Arbeitsverhalten
9
Arbeitszufriedenheit
9
Gesundheitsversorgung
9
Job satisfaction
9
Robot
9
Roboter
9
Work behaviour
9
Beschwerdemanagement
8
Complaint management
8
Dienstleistungsmarketing
7
Employee retention
7
Mitarbeiterbindung
7
Satisfaction
7
Service innovation
7
Services marketing
7
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Undetermined
62
Free
5
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Article
107
Book / Working Paper
3
Type of publication (narrower categories)
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Article in journal
110
Aufsatz in Zeitschrift
110
Collection of articles of several authors
3
Sammelwerk
3
Conference proceedings
2
Konferenzschrift
2
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English
110
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Edvardsson, Bo
7
Witell, Lars
5
Fisk, Raymond P.
4
McColl-Kennedy, Janet R.
4
Riel, Allard C. R. van
4
Gustafsson, Anders
3
Odekerken-Schröder, Gaby
3
Tronvoll, Bård
3
Alkire, Linda
2
Beirão, Gabriela
2
Bilgihan, Anil
2
Bloemer, Johanna M.
2
Brown, Stephen Walter
2
Chase, Richard B.
2
Delcourt, Cécile
2
Elg, Mattias
2
Engström, Jon
2
Gouthier, Matthias H. J.
2
Gremler, Dwayne D.
2
Hillebrand, Bas
2
Jaakkola, Elina
2
Joosten, Herm
2
Kristensson, Per
2
Leroi-Werelds, Sara
2
Mahr, Dominik
2
Paluch, Stefanie
2
Parasuraman, A.
2
Patrício, Lia
2
Ponsignon, Frederic
2
Schaarschmidt, Mario
2
Semeijn, Janjaap
2
Sharma, Piyush
2
Streukens, Sandra
2
Willems, Kim
2
Wirtz, Jochen
2
Wu, Luorong
2
Ahuvia, Aaron
1
Albrecht, Carmen-Maria
1
Amelia, Amelia
1
Anderson, Laurel
1
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Institution
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QUIS <11, 2009, Wolfsburg>
1
QUIS <13, 2013, Karlstad>
1
Published in...
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Journal of service management
International journal of hospitality management
573
Journal of business research : JBR
490
Journal of retailing and consumer services
470
NBER working paper series
389
Working paper / National Bureau of Economic Research, Inc.
348
The service industries journal
338
Discussion paper series / IZA
325
NBER Working Paper
325
The journal of services marketing
247
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
227
Tourism management : research, policies, practice
220
CESifo working papers
213
International journal of contemporary hospitality management
194
Health care management review : HCM review
189
Journal of hospitality marketing & management
180
Auditing : a journal of practice & theory
175
Journal of travel and tourism marketing
169
Journal of health economics
160
SpringerLink / Bücher
160
Services marketing quarterly
157
IZA Discussion Paper
156
Journal of air transport management
144
Cogent business & management
141
Journal of Services Marketing
133
Working paper
131
International journal of quality and service sciences
129
Journal of business ethics : JOBE
129
The TQM journal : the international review of organizational improvement
129
Service business
124
International journal of productivity and quality management : IJPQM
122
Journal of travel research : a quarterly publication of the Travel and Tourism Research Association
122
Psychology & marketing
122
Journal of service research : JSR
117
International journal of quality & reliability management
115
IZA Discussion Papers
113
Journal of health organization and management
110
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
110
International journal of services and operations management
109
CESifo Working Paper
106
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ECONIS (ZBW)
110
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1
Negative emotions and their effect on customer complaint behaviour
Tronvoll, Bård
- In:
Journal of service management
22
(
2011
)
1
,
pp. 111-134
Persistent link: https://www.econbiz.de/10009010792
Saved in:
2
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:
3
An analysis of the interaction effect between employee technical and emotional competencies in emotionally charged service encounters
Delcourt, Cécile
;
Gremler, Dwayne D.
;
De Zanet, Fabrice
; …
- In:
Journal of service management
28
(
2017
)
1
,
pp. 85-106
Persistent link: https://www.econbiz.de/10011654988
Saved in:
4
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:
5
A meta-analysis of the impact of customer mistreatment on service employees' affective, attitudinal and behavioral outcomes
Wu, Yu
;
Groth, Markus
;
Zhang, Kaixin
;
Minbashian, Amirali
- In:
Journal of service management
34
(
2023
)
5
,
pp. 896-940
Persistent link: https://www.econbiz.de/10014456504
Saved in:
6
Exploring the influence of service employees' characteristics on their willingness to work with service robots
Tu, Yangjun
;
Liu, Wei
;
Yang, Zhi
- In:
Journal of service management
34
(
2023
)
5
,
pp. 1038-1063
Persistent link: https://www.econbiz.de/10014456534
Saved in:
7
Beyond personality: the impact of GMA on performance for entry-level service employees
Tews, Michael J.
;
Michel, John W.
;
Lyons, Brian D.
- In:
Journal of service management
21
(
2010
)
3
,
pp. 344-362
Persistent link: https://www.econbiz.de/10003993794
Saved in:
8
The impact of service orientation in corporate culture on business performance in manufacturing companies
Gebauer, Heiko
;
Edvardsson, Bo
;
Bjurko, Margareta
- In:
Journal of service management
21
(
2010
)
2
,
pp. 237-259
Persistent link: https://www.econbiz.de/10003987104
Saved in:
9
QUIS 11 : moving forward with service quality
Stauss, Bernd
(
contributor
)
-
2010
Persistent link: https://www.econbiz.de/10008656281
Saved in:
10
Comparative cross-cultural service quality : an assessment of research methodology
Morales Alvarez, Miguel
;
Ladhari, Riadh
- In:
Journal of service management
22
(
2011
)
2
,
pp. 241-265
Persistent link: https://www.econbiz.de/10009155026
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