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~isPartOf:"Journal of service research : JSR"
~subject:"Informationstechnik"
~subject:"Service quality"
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Informationstechnik
Service quality
Beziehungsmarketing
117
Relationship marketing
117
Customer satisfaction
88
Kundenzufriedenheit
88
Dienstleistungsqualität
71
Consumer behaviour
62
Konsumentenverhalten
62
Customer service
25
Dienstleistungssektor
25
Kundenservice
25
Service industry
25
Beschwerdemanagement
19
Complaint management
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USA
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United States
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Dienstleistung
16
Dienstleistungsmarketing
16
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16
Services marketing
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Customer value
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Kundenwert
15
Customer integration
14
Kundenintegration
14
Emotion
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Lieferantenmanagement
11
Supplier relationship management
11
Viral marketing
11
Virales Marketing
11
Salespeople
10
Verkaufspersonal
10
Confidence
9
Vertrauen
9
service recovery
9
Social Web
8
Social web
8
customer satisfaction
8
service failure
8
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71
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Eisingerich, Andreas B
4
Auh, Seigyoung
3
McColl-Kennedy, Janet R.
3
Beatty, Sharon E.
2
Bell, Simon J.
2
Collier, Joel E.
2
Dagger, Tracey S.
2
Danaher, Peter J.
2
Dong, Beibei
2
Doorn, Jenny van
2
Evans, Kenneth R.
2
Flynn, Andrea Godfrey
2
Gong, Taeshik
2
Haws, Kelly L.
2
Larivière, Bart
2
Orsingher, Chiara
2
Parasuraman, A.
2
Schaefers, Tobias
2
Seiders, Kathleen
2
Sivakumar, K.
2
Sweeney, Jillian C.
2
Wieseke, Jan
2
Zou, Shaoming
2
Aksoy, Lerzan
1
Al-Amin, Mona
1
Alavi, Sascha
1
Albrecht, Arne Keno
1
Andreassen, Tor W.
1
Babakus, Emin
1
Barnes, Donald C.
1
Barrutia, José M.
1
Bartl, Christopher
1
Bayón, Tomás
1
Bearden, William O.
1
Benoit, Sabine
1
Berry, Leonard L.
1
Bhardwaj, Gunjan
1
Bloemer, Josée M. M.
1
Blut, Markus
1
Bowen, David E.
1
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Journal of service research : JSR
International journal of hospitality management
272
Journal of retailing and consumer services
267
Journal of business research : JBR
204
The journal of services marketing
160
The service industries journal
149
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
144
Journal of hospitality marketing & management
110
International journal of contemporary hospitality management
108
Journal of travel and tourism marketing
99
Services marketing quarterly
97
Technological forecasting & social change : an international journal
82
Service business
78
The TQM journal : the international review of organizational improvement
78
Journal of air transport management
75
Tourism management : research, policies, practice
74
Cogent business & management
68
International journal of quality and service sciences
62
International journal of services and operations management
62
Total quality management & business excellence
60
International journal of quality & reliability management
59
Journal of service management
57
International journal of productivity and quality management : IJPQM
52
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
52
International journal of services, economics and management
50
Asia Pacific journal of marketing and logistics
49
Managing service quality : MSQ ; an international journal
49
Industrial marketing management : the international journal for industrial and high-tech firms
48
International journal of services and operations management : IJSOM
46
Springer eBook Collection
46
The international journal of bank marketing : IJBM
46
Journal of service research
40
Quality management journal : QMJ
40
Journal of Services Marketing
39
SpringerLink / Bücher
39
Journal of Asian finance, economics and business : JAFEB
38
International journal of business information systems : IJBIS
37
Journal of strategic marketing
37
Journal of the Academy of Marketing Science
37
Information & management : the internat. journal of management processes and systems ; journal of IFIP Users Group
35
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ECONIS (ZBW)
71
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1
Acta non verba? : the role of customer participation and word of mouth in the relationship between service firms' customer satisfaction and sales performance
Eisingerich, Andreas B
;
Auh, Seigyoung
;
Merlo, Omar
- In:
Journal of service research : JSR
17
(
2014
)
1
,
pp. 40-53
Persistent link: https://www.econbiz.de/10010356889
Saved in:
2
Effect of customer participation on service outcomes : the moderating role of participation readiness
Dong, Beibei
;
Sivakumar, K.
;
Evans, Kenneth R.
;
Zou, …
- In:
Journal of service research : JSR
18
(
2015
)
2
,
pp. 160-176
Persistent link: https://www.econbiz.de/10011283711
Saved in:
3
Quantifying the dynamic effects of service recovery on customer satisfaction : evidence from Chinese mobile phone markets
Fang, Zheng
;
Luo, Xueming
;
Jiang, Minghua
- In:
Journal of service research : JSR
16
(
2013
)
3
,
pp. 341-355
Persistent link: https://www.econbiz.de/10009782132
Saved in:
4
When do customers get what they expect? Understanding the ambivalent effects of customers' service expectations on satisfaction
Habel, Johannes
;
Alavi, Sascha
;
Schmitz, Christian
; …
- In:
Journal of service research : JSR
19
(
2016
)
4
,
pp. 361-379
Persistent link: https://www.econbiz.de/10011606692
Saved in:
5
The impact of value congruence on consumer-service brand relationships
Zhang, Jing
;
Bloemer, Josée M. M.
- In:
Journal of service research : JSR
11
(
2008/09
)
2
,
pp. 161-178
Persistent link: https://www.econbiz.de/10003776179
Saved in:
6
Contagious effects of customer misbehavior in access-based services
Schaefers, Tobias
;
Wittkowski, Kristina
;
Benoit, Sabine
; …
- In:
Journal of service research : JSR
19
(
2016
)
1
,
pp. 3-21
Persistent link: https://www.econbiz.de/10011433127
Saved in:
7
Channels in the mirror : an alignable model for assessing customer satisfaction in concurrent channel systems
Hammerschmidt, Maik
;
Falk, Tomas
;
Weijters, Bert
- In:
Journal of service research : JSR
19
(
2016
)
1
,
pp. 88-101
Persistent link: https://www.econbiz.de/10011433181
Saved in:
8
Customer effort in value cocreation activities : improving quality of life and behavioral intentions of health care customers
Sweeney, Jillian C.
;
Danaher, Tracey S.
; …
- In:
Journal of service research : JSR
18
(
2015
)
3
,
pp. 318-335
Persistent link: https://www.econbiz.de/10011336505
Saved in:
9
The role of corporate image for quality in the formation of attitudinal service loyalty
Jha, Subhash
;
Deitz, George D.
;
Babakus, Emin
;
Yavas, Ugur
- In:
Journal of service research : JSR
16
(
2013
)
2
,
pp. 155-170
Persistent link: https://www.econbiz.de/10009774887
Saved in:
10
Helping employees deal with dysfunctional customers : the underlying employee perceived justice mechanism
Gong, Taeshik
;
Yi, Youjae
;
Choi, Jin Nam
- In:
Journal of service research : JSR
17
(
2014
)
1
,
pp. 102-116
Persistent link: https://www.econbiz.de/10010356871
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