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The interplay of customer expe...
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Customer satisfaction
Consumer behaviour
83,165
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Service quality
21,688
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Han, Heesup
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42
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35
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34
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31
Wong, IpKin Anthony
30
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28
Usman, Osly
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27
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26
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25
Prentice, Catherine
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Shahin, Arash
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23
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21
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20
Lee, Choong-Ki
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Matzler, Kurt
18
Ryu, Kisang
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Sparks, Beverley
18
Walsh, Gianfranco
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Amin, Muslim
17
Balaji, M. S.
17
Frank, Björn
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Guchait, Priyanko
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Park, Jungkun
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Su, LuJun
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Yi, Youjae
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National Bureau of Economic Research
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Erasmus Research Institute of Management
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Nomos Verlagsgesellschaft
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Economics Institute for Research (SIR), Handelshögskolan i Stockholm
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Excellence-in-Service-Konferenz <6., 2016, Koblenz>
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IGI Global
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RWTH Aachen
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Eric Cuvillier <Firma>
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HAL
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Harvard Graduate School of Business Administration
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ISM University of Management and Economics
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Information Resources Management Association
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International Conference on Innovative Trends in Business Practices for Sustainable Development <2016, Chennai>
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Shaker Verlag
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ANZMAC Conference <2019, Wellington>
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Academy of Marketing
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Adolf Würth GmbH & Co. KG
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Allgemeiner Deutscher Automobil-Club
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American Economic Association
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Association for the Study of the Grants Economy, New Orleans, 27.12.1971
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Australian and New Zealand Marketing Academy
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Bergische Universität Wuppertal
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Center for Service Excellence
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Conference on Consumer Satisfaction, Dissatisfaction, and Complaining Behavior <3, 1978, Chicago, Ill.>
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Conference on Consumer Satisfaction, Dissatisfaction, and Complaining Behavior <5, 1980, Saint Louis, Mo.>
1
Conference on Consumer Satisfaction, Dissatisfaction, and Complaining Behavior <6, 1981, Bloomington, Ind.>
1
Cornell University / Food and Nutrition Policy Program
1
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Journal of retailing and consumer services
421
International journal of hospitality management
378
Journal of business research : JBR
301
The journal of services marketing
190
Journal of Services Marketing
183
The service industries journal
173
Tourism management : research, policies, practice
172
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
170
Journal of travel and tourism marketing
164
Journal of hospitality marketing & management
153
International journal of contemporary hospitality management
141
European Journal of Marketing
108
Journal of travel research : a quarterly publication of the Travel and Tourism Research Association
105
International Journal of Bank Marketing
104
Cogent business & management
103
Services marketing quarterly
101
Journal of service research : JSR
88
Journal of air transport management
87
The TQM journal : the international review of organizational improvement
86
Asia Pacific journal of marketing and logistics
85
Service business
85
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
84
Tourism management perspectives : TMP
84
International Journal of Contemporary Hospitality Management
79
Psychology & marketing
79
International journal of productivity and quality management : IJPQM
77
Journal of the Academy of Marketing Science
72
Industrial marketing management : the international journal for industrial and high-tech firms
71
Journal of service management
70
Journal of strategic marketing
69
The international journal of bank marketing : IJBM
66
Total quality management & business excellence
66
International journal of quality and service sciences
64
International journal of services and operations management
63
International Journal of Quality & Reliability Management
62
The TQM Magazine
62
Tourism analysis : an interdisciplinary tourism & hospitality journal
61
European journal of marketing : EJM
59
International journal of quality & reliability management
59
Journal of Asian finance, economics and business : JAFEB
59
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ECONIS (ZBW)
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Other ZBW resources
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RePEc
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EconStor
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BASE
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USB Cologne (EcoSocSci)
5
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1
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:
2
Service design for a holistic customer experience : a process framework
Bellos, Ioannis
- In:
Management science : journal of the Institute for …
67
(
2021
)
3
,
pp. 1718-1736
Persistent link: https://www.econbiz.de/10012506026
Saved in:
3
Customer-robot interactions : understanding customer experience with service robots
Huang, Dan
;
Chen, Qiurong
;
Huang, Jiahui
;
Kong, Shaojun
; …
- In:
International journal of hospitality management
99
(
2021
),
pp. 1-14
Persistent link: https://www.econbiz.de/10013328076
Saved in:
4
Language-related stereotype threat, customers' well-being and its outcome
Malik, Aaminah Zaman
;
Paswan, Audhesh
- In:
The journal of services marketing
37
(
2023
)
7
,
pp. 895-910
Persistent link: https://www.econbiz.de/10014333405
Saved in:
5
Customer acceptance of service robots under different service settings
Li, Yi
;
Wang, Chongli
;
Song, Bo
- In:
Journal of service theory and practice
33
(
2023
)
1
,
pp. 46-71
Persistent link: https://www.econbiz.de/10014301940
Saved in:
6
Role of service characteristics in determining the degree of customer involvement : a typology
Chakraborty, Subhajit
;
Kaynak, Hale
- In:
International journal of services and standards
9
(
2014
)
1
,
pp. 3-18
Persistent link: https://www.econbiz.de/10011283344
Saved in:
7
Antecedents and consequences of effective customer participation : the role of customer education and service modularity
Shah, Syed Aamir Ali
;
Jajja, Muhammad Shakeel Sadiq
; …
- In:
Journal of service theory and practice
33
(
2023
)
5
,
pp. 697-720
Persistent link: https://www.econbiz.de/10014339773
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8
Script usage in standardized and customized service encounters : implications for perceived service quality
Victorino, Liana
;
Verma, Rohit
;
Wardell, Don G.
- In:
Production and operations management : an international …
22
(
2013
)
3
,
pp. 518-534
Persistent link: https://www.econbiz.de/10009760480
Saved in:
9
Customer experience from a self-service system perspective
Åkesson, Maria
;
Edvardsson, Bo
;
Tronvoll, Bård
- In:
Journal of service management
25
(
2014
)
5
,
pp. 677-698
Persistent link: https://www.econbiz.de/10010426047
Saved in:
10
Service research priorities : managing and delivering service in turbulent times
Ostrom, Amy L.
;
Field, Joy M.
;
Fotheringham, Darima
; …
- In:
Journal of service research
24
(
2021
)
3
,
pp. 329-353
Persistent link: https://www.econbiz.de/10012592938
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