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The customer experience : a ro...
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Beziehungsmarketing
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Relationship marketing
117
Dienstleistungsqualität
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Customer satisfaction
88
Kundenzufriedenheit
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service recovery
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service failure
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Wangenheim, Florian von
6
Beatty, Sharon E.
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Eisingerich, Andreas B
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5
Mittal, Vikas
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Ruyter, Ko de
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Aksoy, Lerzan
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Bolton, Ruth N.
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Gremler, Dwayne D.
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Parasuraman, A.
4
Schumann, Jan Hendrik
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Sesé, F. Javier
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Thompson, Gary M.
4
Benoit, Sabine
3
Cho, Yun Kyung
3
Danaher, Peter J.
3
Evanschitzky, Heiner
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Gelbrich, Katja
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Hennig-Thurau, Thorsten
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Hollebeek, Linda D.
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Keiningham, Timothy
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Kwortnik, Robert J.
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Larivière, Bart
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Lemon, Katherine N.
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Mende, Martin
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Rafaeli, Anat
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Verhoef, Peter C.
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Wieseke, Jan
3
Bell, Simon J.
2
Beuningen, Jacqueline van
2
Blut, Markus
2
Brady, Michael K.
2
Collier, Joel E.
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Journal of service research : JSR
Journal of business research : JBR
887
Journal of retailing and consumer services
830
International journal of hospitality management
720
Industrial marketing management : the international journal for industrial and high-tech firms
471
The service industries journal
457
SpringerLink / Bücher
374
The journal of services marketing
367
Journal of Services Marketing
350
Tourism management : research, policies, practice
294
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
289
International journal of contemporary hospitality management
272
Journal of travel and tourism marketing
250
The journal of business & industrial marketing
242
Journal of hospitality marketing & management
241
Journal of the Academy of Marketing Science
228
European Journal of Marketing
224
Journal of strategic marketing
212
Services marketing quarterly
203
International Journal of Bank Marketing
201
Cogent business & management
199
Journal of service management
199
Working paper / National Bureau of Economic Research, Inc.
194
NBER working paper series
191
Auditing : a journal of practice & theory
181
International journal of electronic customer relationship management : IJECRM
177
NBER Working Paper
171
Asia Pacific journal of marketing and logistics
167
Journal of air transport management
167
Psychology & marketing
165
Service business
162
Journal of marketing
161
The TQM journal : the international review of organizational improvement
159
Journal of retailing
158
International journal of productivity and quality management : IJPQM
153
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
151
Journal of Business & Industrial Marketing
147
International journal of quality and service sciences
146
Journal of travel research : a quarterly publication of the Travel and Tourism Research Association
144
European journal of marketing : EJM
141
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ECONIS (ZBW)
203
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1
Service systems : a broadened framework and research agenda on value propositions, engagement, and service experience
Chandler, Jennifer D.
;
Lusch, Robert F.
- In:
Journal of service research : JSR
18
(
2015
)
1
,
pp. 6-22
Persistent link: https://www.econbiz.de/10010483444
Saved in:
2
IT-related service : a multidisciplinary perspective
Huang, Ming-hui
;
Rust, Roland T.
- In:
Journal of service research : JSR
16
(
2013
)
3
,
pp. 251-258
Persistent link: https://www.econbiz.de/10009782150
Saved in:
3
Absorbing customer knowledge : how customer involvement enables service design success
Storey, Chris
;
Larbig, Christine
- In:
Journal of service research : JSR
21
(
2018
)
1
,
pp. 101-118
Persistent link: https://www.econbiz.de/10011855781
Saved in:
4
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:
5
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
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6
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:
7
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
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8
A service climate synthesis and future research agenda
Bowen, David E.
;
Schneider, Benjamin
- In:
Journal of service research : JSR
17
(
2014
)
1
,
pp. 5-22
Persistent link: https://www.econbiz.de/10010356892
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9
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
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10
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
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