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Dienstleistungsqualität
103
Service quality
103
Customer satisfaction
52
Kundenzufriedenheit
52
Beziehungsmarketing
47
Consumer behaviour
47
Konsumentenverhalten
47
Relationship marketing
47
Beschwerdemanagement
19
Complaint management
19
Dienstleistungssektor
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Service industry
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Dienstleistung
18
Services
18
Customer service
16
Kundenservice
16
service recovery
10
service failure
9
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Services marketing
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Customer value
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customer satisfaction
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5
Gesundheitsversorgung
5
Health care
5
Online retailing
5
Online-Handel
5
Preismanagement
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satisfaction
5
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4
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103
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Eisingerich, Andreas B
4
McColl-Kennedy, Janet R.
4
Auh, Seigyoung
3
Cho, Yun Kyung
3
Doorn, Jenny van
3
Schumann, Jan Hendrik
3
Wangenheim, Florian von
3
Beatty, Sharon E.
2
Bell, Simon J.
2
Benoit, Sabine
2
Brady, Michael K.
2
Collier, Joel E.
2
Dagger, Tracey S.
2
Danaher, Peter J.
2
Danaher, Tracey S.
2
Dong, Beibei
2
Evans, Kenneth R.
2
Flynn, Andrea Godfrey
2
Gelbrich, Katja
2
Gong, Taeshik
2
Gremler, Dwayne D.
2
Haws, Kelly L.
2
Larivière, Bart
2
Luo, Xueming
2
Mende, Martin
2
Menor, Larry J.
2
Orsingher, Chiara
2
Parasuraman, A.
2
Patterson, Paul G.
2
Schaefers, Tobias
2
Seiders, Kathleen
2
Sivakumar, K.
2
Sweeney, Jillian C.
2
Tsarenko, Yelena
2
Uhrich, Fabian
2
Wieseke, Jan
2
Wittkowski, Kristina
2
Zou, Shaoming
2
Aksoy, Lerzan
1
Al-Amin, Mona
1
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Journal of service research : JSR
International journal of hospitality management
439
Journal of retailing and consumer services
332
The service industries journal
297
Journal of business research : JBR
254
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
223
The journal of services marketing
210
NBER working paper series
184
Working paper / National Bureau of Economic Research, Inc.
182
Auditing : a journal of practice & theory
174
NBER Working Paper
164
International journal of contemporary hospitality management
162
Services marketing quarterly
142
Journal of hospitality marketing & management
138
Journal of air transport management
136
Journal of Services Marketing
130
The TQM journal : the international review of organizational improvement
128
Journal of travel and tourism marketing
122
Tourism management : research, policies, practice
119
International journal of productivity and quality management : IJPQM
117
International journal of quality & reliability management
115
International journal of quality and service sciences
113
Service business
109
Health care management review : HCM review
106
Cogent business & management
104
International journal of services and operations management
104
Total quality management & business excellence
96
Discussion paper series / IZA
95
The accounting review : a publication of the American Accounting Association
95
Journal of service management
94
Quality management journal : QMJ
92
Economics of education review
83
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
79
International journal of services, economics and management
78
Managing service quality : MSQ ; an international journal
76
Journal of health economics
75
Management science : journal of the Institute for Operations Research and the Management Sciences
75
SpringerLink / Bücher
73
International journal of production economics
70
Industrial marketing management : the international journal for industrial and high-tech firms
69
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ECONIS (ZBW)
103
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103
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1
Customer referral behavior : do switchers and stayers differ?
Stein, Alisha
;
Ramaseshan, B.
- In:
Journal of service research : JSR
18
(
2015
)
2
,
pp. 229-239
Persistent link: https://www.econbiz.de/10011283705
Saved in:
2
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
Saved in:
3
Selective halo effects arising from improving the interpersonal skills of frontline employees
Dagger, Tracey S.
;
Danaher, Peter J.
;
Sweeney, Jillian C.
; …
- In:
Journal of service research : JSR
16
(
2013
)
4
,
pp. 488-502
Persistent link: https://www.econbiz.de/10010203520
Saved in:
4
Exploring the zone of tolerance for internal customers in IT-enabled call centers
Hsieh, J. J. Po-an
;
Sharma, Piyush
;
Rai, Arun
; …
- In:
Journal of service research : JSR
16
(
2013
)
3
,
pp. 277-294
Persistent link: https://www.econbiz.de/10009782145
Saved in:
5
Is there a halo effect in satisfaction formation in business-to-business services?
Doorn, Jenny van
- In:
Journal of service research : JSR
11
(
2008/09
)
2
,
pp. 124-141
Persistent link: https://www.econbiz.de/10003776094
Saved in:
6
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:
7
How often versus how long : the interplay of contact frequency and relationship duration in customer-reported service relationship strength
Dagger, Tracey S.
;
Danaher, Peter J.
;
Gibbs, Brian J.
- In:
Journal of service research : JSR
11
(
2008/09
)
4
,
pp. 371-388
Persistent link: https://www.econbiz.de/10003853582
Saved in:
8
Customer self-efficacy in technology-based self-service : assessing between- and within-person differences
Beuningen, Jacqueline van
;
Ruyter, Ko de
;
Wetzels, Martin
; …
- In:
Journal of service research : JSR
11
(
2008/09
)
4
,
pp. 407-428
Persistent link: https://www.econbiz.de/10003853607
Saved in:
9
Evolutionary changes in service attribute importance in a crisis scenario : the Uruguayan financial crisis
Kim, Moshe
;
Lado, Nora
;
Torres, Anna
- In:
Journal of service research : JSR
11
(
2008/09
)
4
,
pp. 429-440
Persistent link: https://www.econbiz.de/10003853632
Saved in:
10
It depends : moderating the relationships among perceived waiting time, anger, and regret
Voorhees, Clay M.
;
Baker, Julie
;
Bourdeau, Brian L.
; …
- In:
Journal of service research : JSR
12
(
2009/10
)
2
,
pp. 138-155
Persistent link: https://www.econbiz.de/10003901023
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