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Dienstleistungsqualität
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McColl-Kennedy, Janet R.
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Journal of service research : JSR
International journal of hospitality management
1,496
Journal of retailing and consumer services
615
Journal of business research : JBR
601
International journal of contemporary hospitality management
532
Tourism management : research, policies, practice
505
The service industries journal
472
Journal of hospitality marketing & management
358
Journal of Services Marketing
307
The journal of services marketing
304
Telecommunications policy : the international journal of digital economy, data sciences and new media
295
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
294
Discussion paper series / IZA
291
Journal of travel and tourism marketing
284
Journal of vocational behavior
263
NBER working paper series
244
Cogent business & management
243
SpringerLink / Bücher
241
Working paper / National Bureau of Economic Research, Inc.
236
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
235
The international journal of human resource management
235
IZA Discussion Papers
232
NBER Working Paper
213
International Journal of Contemporary Hospitality Management
203
Tourism management perspectives : TMP
202
Journal of travel research : a quarterly publication of the Travel and Tourism Research Association
194
Tourism economics : the business and finance of tourism and recreation
192
Services marketing quarterly
185
Journal of air transport management
178
Auditing : a journal of practice & theory
177
Service business
176
International journal of productivity and quality management : IJPQM
168
The TQM journal : the international review of organizational improvement
166
Technological forecasting & social change : an international journal
163
International Journal of Bank Marketing
159
Journal of business ethics : JOBE
156
Health care management review : HCM review
149
International journal of human resource management
145
European Journal of Marketing
141
IZA Discussion Paper
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ECONIS (ZBW)
160
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1
A customer scorned : effects of employee reprimands in frontline service encounters
Pugh, Harrison B.
;
Brady, Michael K.
;
Hopkins, Lucas M.
- In:
Journal of service research : JSR
21
(
2018
)
2
,
pp. 219-234
Persistent link: https://www.econbiz.de/10011855801
Saved in:
2
A meta-analysis of relationships linking service failure attributions to customer outcomes
Van Vaerenbergh, Yves
;
Orsingher, Chiara
;
Vermeir, Iris
; …
- In:
Journal of service research : JSR
17
(
2014
)
4
,
pp. 381-398
Persistent link: https://www.econbiz.de/10010432171
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
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:
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
The contingency effect of service employee personalities on service climate : getting employee perceptions aligned can reduce personality effects
Auh, Seigyoung
;
Mengüç, Bülent
;
Fisher, Michelle
; …
- In:
Journal of service research : JSR
14
(
2011
)
4
,
pp. 426-442
Persistent link: https://www.econbiz.de/10009491361
Saved in:
7
Antiservice as guiding maxim : tough lessons from a maximum security prison
Hill, Ronald Paul
;
Capella, Michael L.
;
Rapp, Justine M.
; …
- In:
Journal of service research : JSR
19
(
2016
)
1
,
pp. 57-71
Persistent link: https://www.econbiz.de/10011433173
Saved in:
8
The service delivery network (SDN) : a customer-centric perspective of the customer journey
Tax, Stephen S.
;
McCutcheon, David
;
Wilkinson, Ian F.
- In:
Journal of service research : JSR
16
(
2013
)
4
,
pp. 454-470
Persistent link: https://www.econbiz.de/10010203533
Saved in:
9
Tailoring to customers' needs : understanding how to promote an adaptive service experience with frontline employees
Wilder, Kelly M.
;
Collier, Joel E.
;
Barnes, Donald C.
- In:
Journal of service research : JSR
17
(
2014
)
4
,
pp. 446-459
Persistent link: https://www.econbiz.de/10010432160
Saved in:
10
How much compensation should a firm offer for a flawed service? : an examination of the nonlinear effects of compensation on satisfaction
Gelbrich, Katja
;
Gäthke, Jana
;
Grégoire, Yany
- In:
Journal of service research : JSR
18
(
2015
)
1
,
pp. 107-123
Persistent link: https://www.econbiz.de/10010483434
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