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Dienstleistungsqualität
103
Service quality
103
Customer satisfaction
53
Kundenzufriedenheit
53
Beziehungsmarketing
48
Relationship marketing
48
Consumer behaviour
47
Konsumentenverhalten
47
Beschwerdemanagement
19
Complaint management
19
Dienstleistungssektor
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Service industry
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Dienstleistung
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Services
18
Customer service
16
Kundenservice
16
service recovery
10
service failure
9
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customer satisfaction
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Online retailing
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Online-Handel
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Preismanagement
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satisfaction
5
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105
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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
Auditing : a journal of practice & theory
449
International journal of hospitality management
421
Journal of retailing and consumer services
335
The service industries journal
320
Journal of business research : JBR
296
NBER working paper series
269
Working paper / National Bureau of Economic Research, Inc.
269
Managerial auditing journal
267
The accounting review : a publication of the American Accounting Association
242
NBER Working Paper
230
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
230
International journal of auditing : IJA
220
The journal of services marketing
211
Accounting horizons : a quarterly publication of the American Accounting Association
197
Cogent business & management
177
International journal of contemporary hospitality management
166
Journal of air transport management
156
WPg : Kompetenz schafft Vertrauen
149
Services marketing quarterly
143
Journal of hospitality marketing & management
138
Journal of accounting and public policy
136
International journal of economics and financial issues : IJEFI
132
Journal of Services Marketing
132
The TQM journal : the international review of organizational improvement
132
Tourism management : research, policies, practice
125
Accounting, organizations and society : an international journal devoted to the behavioural, organizational and social aspects of accounting
122
Journal of travel and tourism marketing
122
International journal of productivity and quality management : IJPQM
120
International journal of economics and finance
119
International journal of quality & reliability management
115
Discussion paper series / IZA
114
International journal of quality and service sciences
113
SpringerLink / Bücher
113
Service business
110
International journal of services and operations management
109
Health care management review : HCM review
105
Management science : journal of the Institute for Operations Research and the Management Sciences
103
Applied economics
101
Journal of business ethics : JOBE
101
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ECONIS (ZBW)
105
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10
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105
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1
Customer-firm interactions and the path to
profitability
: a chain-of-effects model
Cambra-Fierro, Jesús
;
Melero-Polo, Iguácel
;
Sesé, F. …
- In:
Journal of service research : JSR
21
(
2018
)
2
,
pp. 201-218
Persistent link: https://www.econbiz.de/10011855798
Saved in:
2
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:
3
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:
4
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:
5
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:
6
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:
7
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:
8
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:
9
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:
10
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
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