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Dienstleistungsqualität
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Service quality
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Customer satisfaction
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Kundenzufriedenheit
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Beziehungsmarketing
63
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McColl-Kennedy, Janet R.
5
Eisingerich, Andreas B
4
Mittal, Vikas
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Aksoy, Lerzan
3
Auh, Seigyoung
3
Beatty, Sharon E.
3
Cho, Yun Kyung
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Danaher, Peter J.
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Doorn, Jenny van
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Gelbrich, Katja
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3
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3
Bell, Simon J.
2
Benoit, Sabine
2
Beuningen, Jacqueline van
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2
Parasuraman, A.
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Journal of service research : JSR
Journal of business research : JBR
612
Journal of retailing and consumer services
608
International journal of hospitality management
593
Discussion paper series / IZA
440
The service industries journal
376
NBER working paper series
331
Working paper / National Bureau of Economic Research, Inc.
319
NBER Working Paper
285
Journal of Services Marketing
281
The journal of services marketing
280
Tourism management : research, policies, practice
272
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
268
IZA Discussion Paper
237
Journal of travel and tourism marketing
237
International journal of contemporary hospitality management
230
Journal of hospitality marketing & management
221
Auditing : a journal of practice & theory
180
Cogent business & management
168
Services marketing quarterly
166
Journal of air transport management
165
SpringerLink / Bücher
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The TQM journal : the international review of organizational improvement
156
International journal of productivity and quality management : IJPQM
147
Journal of travel research : a quarterly publication of the Travel and Tourism Research Association
145
International Journal of Bank Marketing
144
Industrial marketing management : the international journal for industrial and high-tech firms
142
Service business
142
European Journal of Marketing
140
Psychology & marketing
136
Economics of education review
133
IZA Discussion Papers
132
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
132
International Journal of Contemporary Hospitality Management
129
Journal of service management
126
CESifo working papers
125
International journal of quality & reliability management
125
International journal of quality and service sciences
121
Asia Pacific journal of marketing and logistics
117
Total quality management & business excellence
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ECONIS (ZBW)
141
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1
Delighting consumers click by click : antecedents and effects of delight online
Bartl, Christopher
;
Gouthier, Matthias H. J.
;
Lenker, Markus
- In:
Journal of service research : JSR
16
(
2013
)
3
,
pp. 386-399
Persistent link: https://www.econbiz.de/10009782120
Saved in:
2
The temporal construal of customer satisfaction
Pizzi, Gabriele
;
Marzocchi, Gian Luca
;
Orsingher, Chiara
; …
- In:
Journal of service research : JSR
18
(
2015
)
4
,
pp. 484-497
Persistent link: https://www.econbiz.de/10011392284
Saved in:
3
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:
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
Service failure severity, customer satisfaction, and market share : an examination of the airline industry
Keiningham, Timothy
;
Morgeson, Forrest V.
;
Aksoy, Lerzan
; …
- In:
Journal of service research : JSR
17
(
2014
)
4
,
pp. 415-431
Persistent link: https://www.econbiz.de/10010432163
Saved in:
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
Saved in:
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
Saved in:
9
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:
10
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
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