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Dienstleistungsqualität
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Service quality
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Consumer behaviour
56
Customer satisfaction
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Konsumentenverhalten
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Kundenzufriedenheit
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Beziehungsmarketing
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customer satisfaction
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frontline employees
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Eisingerich, Andreas B
4
McColl-Kennedy, Janet R.
4
Auh, Seigyoung
3
Beatty, Sharon E.
3
Cho, Yun Kyung
3
Doorn, Jenny van
3
Gremler, Dwayne D.
3
Schumann, Jan Hendrik
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Tsarenko, Yelena
3
Wangenheim, Florian von
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Wieseke, Jan
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Bell, Simon J.
2
Benoit, Sabine
2
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2
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Dagger, Tracey S.
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Danaher, Peter J.
2
Danaher, Tracey S.
2
Dong, Beibei
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Evans, Kenneth R.
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Flynn, Andrea Godfrey
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Gelbrich, Katja
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Gong, Taeshik
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Gouthier, Matthias H. J.
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Haws, Kelly L.
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Larivière, Bart
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Luo, Xueming
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Mende, Martin
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Menor, Larry J.
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Orsingher, Chiara
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Parasuraman, A.
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Sivakumar, K.
2
Sweeney, Jillian C.
2
Uhrich, Fabian
2
Wittkowski, Kristina
2
Zou, Shaoming
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Journal of service research : JSR
International journal of hospitality management
530
Journal of business research : JBR
489
Journal of retailing and consumer services
466
NBER working paper series
388
Working paper / National Bureau of Economic Research, Inc.
348
The service industries journal
338
NBER Working Paper
325
Discussion paper series / IZA
320
The journal of services marketing
247
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
227
CESifo working papers
211
Tourism management : research, policies, practice
211
International journal of contemporary hospitality management
194
Health care management review : HCM review
182
Journal of hospitality marketing & management
176
Auditing : a journal of practice & theory
175
Journal of travel and tourism marketing
168
Journal of health economics
160
SpringerLink / Bücher
158
Services marketing quarterly
157
IZA Discussion Paper
156
Journal of air transport management
144
Cogent business & management
141
Journal of Services Marketing
133
Working paper
130
Journal of business ethics : JOBE
129
The TQM journal : the international review of organizational improvement
129
Service business
124
International journal of quality and service sciences
122
Psychology & marketing
122
Journal of travel research : a quarterly publication of the Travel and Tourism Research Association
118
International journal of productivity and quality management : IJPQM
114
IZA Discussion Papers
113
International journal of quality & reliability management
113
International journal of services and operations management
109
Journal of health organization and management
109
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
108
Journal of service management
107
CESifo Working Paper
106
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ECONIS (ZBW)
117
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1
Cultural moderation in the formation of recovery satisfaction judgments : a cognitive-affective perspective
Schoefer, Klaus
- In:
Journal of service research : JSR
13
(
2010
)
1
,
pp. 52-66
Persistent link: https://www.econbiz.de/10003959016
Saved in:
2
Exploring customer loyalty following service recovery : the mediating effects of trust and emotions
DeWitt, Tom
;
Nguyen, Doan T.
;
Marshall, Roger
- In:
Journal of service research : JSR
10
(
2007/08
)
3
,
pp. 269-281
Persistent link: https://www.econbiz.de/10003705604
Saved in:
3
Employee emotional competence : construct conceptualization and validation of a customer-based measure
Delcourt, Cécile
;
Gremler, Dwayne D.
;
Riel, Allard C. …
- In:
Journal of service research : JSR
19
(
2016
)
1
,
pp. 72-87
Persistent link: https://www.econbiz.de/10011433201
Saved in:
4
Unpacking customer rage elicitation : a dynamic model
Surachartkumtonkun, Jiraporn
;
McColl-Kennedy, Janet R.
; …
- In:
Journal of service research : JSR
18
(
2015
)
2
,
pp. 177-192
Persistent link: https://www.econbiz.de/10011283710
Saved in:
5
Service brand relationship quality : hot or cold?
Nyffenegger, Bettina
;
Krohmer, Harley
;
Hoyer, Wayne D.
; …
- In:
Journal of service research : JSR
18
(
2015
)
1
,
pp. 90-106
Persistent link: https://www.econbiz.de/10010483436
Saved in:
6
Group emotional contagion and complaint intentions in group service failure : the role of group size and group familiarity
Du, Jiangang
;
Fan, Xiucheng
;
Feng, Tianjun
- In:
Journal of service research : JSR
17
(
2014
)
3
,
pp. 326-338
Persistent link: https://www.econbiz.de/10010393227
Saved in:
7
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:
8
Geysers or bubbling hot springs? : a cross-cultural examination of customer rage from Eastern and Western perspectives
Patterson, Paul G.
;
Brady, Michael K.
;
McColl-Kennedy, …
- In:
Journal of service research : JSR
19
(
2016
)
3
,
pp. 243-259
Persistent link: https://www.econbiz.de/10011665370
Saved in:
9
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:
10
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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