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Customer satisfaction
Service quality
31
Dienstleistungsqualität
30
Emotion
28
Consumer behaviour
26
Konsumentenverhalten
25
Relationship marketing
25
Beziehungsmarketing
24
Australia
20
Australien
18
Kundenzufriedenheit
16
Dienstleistungssektor
14
Service industry
12
Health care
10
Beschwerdemanagement
9
Complaint management
9
Diversity Management
9
Diversity management
9
Gesundheitsversorgung
9
Betriebliche Wertschöpfung
8
Dienstleistung
8
Marketing not elsewhere classified
8
Value creation
8
China
7
Customer service
7
Customer value
7
Kundenservice
7
Kundenwert
7
Organizational behaviour
7
Services
7
Verhalten in Organisationen
7
Arbeitspsychologie
6
Customer experience
6
Gesundheitswesen
6
Health care system
6
Rebekah Russell-Bennett
6
Satisfaction
6
Arbeitsgruppe
5
Customer integration
5
Entrepreneurship
5
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6
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2
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15
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1
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15
Aufsatz in Zeitschrift
15
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English
16
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McColl-Kennedy, Janet R.
16
Sweeney, Jillian C.
4
Danaher, Peter J.
3
Danaher, Tracey S.
3
Gustafsson, Anders
3
Dagger, Tracey S.
2
Gallan, Andrew S.
2
Patterson, Paul G.
2
Witell, Lars
2
Aksoy, Lerzan
1
Barakshina, Tatiana
1
Brady, Michael K.
1
Cheung, Lilliemay
1
Conroy, Denise M.
1
Ferrier, Elizabeth
1
Field, Joy M.
1
Figueiredo, Bernardo
1
Ford, Robert C.
1
Fotheringham, Darima
1
Frow, Pennie
1
Go Jefferies, Josephine
1
Gollnhofer, Johanna Franziska
1
Hibbert, Sally
1
Huang, Ming-Hui
1
Lemon, Katherine N.
1
Lervik-Olsen, Line
1
Lu, Zhi
1
Luca, Nadina
1
Nguyen, Doan
1
Nguyen, Doan T.
1
Orsingher, Chiara
1
Ostrom, Amy L.
1
Payne, Adrian
1
Roy, Sanjit
1
Sirianni, Nancy J.
1
Smith, Amy K.
1
Snyder, Hannah
1
Spanjol, Jelena
1
Subramony, Mahesh
1
Surachartkumtonkun, Jiraporn
1
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Journal of service research : JSR
4
Journal of business research : JBR
3
Journal of service research
2
The journal of services marketing
2
Business horizons
1
California management review
1
European journal of marketing : EJM
1
Journal of service management
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ECONIS (ZBW)
16
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1
Conducting service research that matters
Gustafsson, Anders
;
Aksoy, Lerzan
;
Brady, Michael K.
; …
- In:
The journal of services marketing
29
(
2015
)
6/7
,
pp. 425-429
Persistent link: https://www.econbiz.de/10011418248
Saved in:
2
Transforming community well-being through patients' lived experiences
Gallan, Andrew S.
;
McColl-Kennedy, Janet R.
; …
- In:
Journal of business research : JBR
100
(
2019
),
pp. 376-391
Persistent link: https://www.econbiz.de/10012023814
Saved in:
3
Organizational strategies for filling the customer can-do/must-do gap
Ford, Robert C.
;
McColl-Kennedy, Janet R.
- In:
Business horizons
58
(
2015
)
4
,
pp. 459-468
Persistent link: https://www.econbiz.de/10011300878
Saved in:
4
Customer effort in value cocreation activities : improving quality of life and behavioral intentions of health care customers
Sweeney, Jillian C.
;
Danaher, Tracey S.
; …
- In:
Journal of service research : JSR
18
(
2015
)
3
,
pp. 318-335
Persistent link: https://www.econbiz.de/10011336505
Saved in:
5
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:
6
How do you feel today? : managing patient emotions during health care experiences to enhance well-being
McColl-Kennedy, Janet R.
;
Danaher, Tracey S.
;
Gallan, …
- In:
Journal of business research : JBR
79
(
2017
),
pp. 247-259
Persistent link: https://www.econbiz.de/10011745308
Saved in:
7
Co-creating service experience practices
McColl-Kennedy, Janet R.
;
Cheung, Lilliemay
;
Ferrier, …
- In:
Journal of service management
26
(
2015
)
2
,
pp. 249-275
Persistent link: https://www.econbiz.de/10011401339
Saved in:
8
Customer rage : triggers, tipping points, and take-outs
Patterson, Paul G.
;
McColl-Kennedy, Janet R.
;
Smith, Amy K.
- In:
California management review
52
(
2009/10
)
1
,
pp. 6-28
Persistent link: https://www.econbiz.de/10003960175
Saved in:
9
Matching service recovery solutions to customer recovery preferences
Nguyen, Doan T.
;
McColl-Kennedy, Janet R.
;
Dagger, Tracey S.
- In:
European journal of marketing : EJM
46
(
2012
)
9
,
pp. 1171-1194
Persistent link: https://www.econbiz.de/10009661665
Saved in:
10
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
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