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~subject:"Dienstleistungsqualität"
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Dienstleistungsqualität
Service quality
29
Consumer behaviour
23
Innovation
23
Konsumentenverhalten
22
Relationship marketing
21
Beziehungsmarketing
20
Customer satisfaction
16
Kundenzufriedenheit
16
Dienstleistungssektor
13
Service industry
13
Entrepreneurship
10
Health care
10
Betriebliche Wertschöpfung
9
Competitive advantage
9
Innovation management
9
Innovationsmanagement
9
Learning organization
9
Lernende Organisation
9
Value creation
9
Beschwerdemanagement
8
Complaint management
8
Customer experience
8
Dienstleistung
8
Gesundheitsversorgung
8
KMU
8
SME
8
Australia
7
Australien
7
Customer service
7
Dynamic capabilities
7
Entrepreneurship approach
7
Kundenservice
7
Service innovation
7
Services
7
Competitive strategy
6
Customer value
6
Dynamische Kompetenzen
6
Emotion
6
Gesundheitswesen
6
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English
28
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McColl-Kennedy, Janet R.
28
Gustafsson, Anders
5
Patterson, Paul G.
5
Sweeney, Jillian C.
5
Witell, Lars
4
Brady, Michael K.
3
Danaher, Tracey S.
3
Snyder, Hannah
3
Dagger, Tracey S.
2
Danaher, Peter J.
2
Frow, Pennie
2
Gallan, Andrew S.
2
Green, Teegan
2
Hogan, Suellen J.
2
Lervik-Olsen, Line
2
Orsingher, Chiara
2
Payne, Adrian
2
Sirianni, Nancy J.
2
Smith, Amy K.
2
Surachartkumtonkun, Jiraporn
2
Zaki, Mohamed
2
Aksoy, Lerzan
1
Amonini, Claudia
1
Anderson, Laurel
1
Andreassen, Tor Wallin
1
Barakshina, Tatiana
1
Bolton, Ruth N.
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Breidbach, Christoph F.
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Butcher, Ken
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Butten, Kaley
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Cheung, Lilliemay
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Colurcio, Maria
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Elg, Mattias
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Field, Joy M.
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Figueiredo, Bernardo
1
Fotheringham, Darima
1
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Journal of business research : JBR
4
Journal of service management
4
Journal of service research : JSR
4
The journal of services marketing
4
Journal of retailing
2
Journal of service research
2
California management review
1
European journal of marketing : EJM
1
Industrial marketing management : the international journal for industrial and high-tech firms
1
International journal of consumer studies
1
International journal of hospitality management
1
Journal of marketing management : MM
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Journal of the Academy of Marketing Science
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ECONIS (ZBW)
28
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1
Customer rage episodes : emotions, expressions and behaviors
McColl-Kennedy, Janet R.
;
Patterson, Paul G.
;
Smith, Amy K.
- In:
Journal of retailing
85
(
2009
)
2
,
pp. 222-237
Persistent link: https://www.econbiz.de/10003870743
Saved in:
2
How professional service firms compete in the market: an exploratory study
Amonini, Claudia
;
McColl-Kennedy, Janet R.
;
Soutar, …
- In:
Journal of marketing management : MM
26
(
2010
)
1/2
,
pp. 28-55
Persistent link: https://www.econbiz.de/10003979622
Saved in:
3
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:
4
Predictors of customer service training in hospitality firms
Butcher, Ken
;
Sparks, Beverley
;
McColl-Kennedy, Janet R.
- In:
International journal of hospitality management
28
(
2009
)
3
,
pp. 389-396
Persistent link: https://www.econbiz.de/10003855819
Saved in:
5
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:
6
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:
7
Fresh perspectives on customer experience
McColl-Kennedy, Janet R.
;
Gustafsson, Anders
;
Jaakkola, …
- In:
The journal of services marketing
29
(
2015
)
6/7
,
pp. 430-435
Persistent link: https://www.econbiz.de/10011418250
Saved in:
8
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:
9
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:
10
Customer rage back-story : linking needs-based cognitive appraisal to service failure type
Surachartkumtonkun, Jiraporn
;
Patterson, Paul G.
; …
- In:
Journal of retailing
89
(
2013
)
1
,
pp. 72-87
Persistent link: https://www.econbiz.de/10009732740
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