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Kundenservice
Service quality
21,628
Dienstleistungsqualität
20,877
Customer satisfaction
15,448
Kundenzufriedenheit
13,864
Cognition
11,633
Kognition
11,577
Consumer behaviour
9,108
Konsumentenverhalten
8,890
Relationship marketing
7,118
Beziehungsmarketing
7,068
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Qualitätsmanagement
2,822
Theorie
2,777
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2,762
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2,704
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2,531
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2,525
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2,513
United States
2,445
Deutschland
2,099
Emotion
2,006
Germany
1,972
Krankenhaus
1,952
Hospital
1,934
Electronic Commerce
1,795
Online-Handel
1,788
Online retailing
1,784
E-commerce
1,749
Experiment
1,716
Health care
1,652
Gesundheitsversorgung
1,620
Customer service
1,501
Bildungsniveau
1,384
Educational achievement
1,331
Product quality
1,323
Produktqualität
1,304
Gesundheitswesen
1,299
Job satisfaction
1,299
customer satisfaction
1,295
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Stauss, Bernd
11
Gustafsson, Anders
10
Mattila, Anna S.
9
Van Vaerenbergh, Yves
9
Barnes, Donald C.
7
McColl-Kennedy, Janet R.
7
Collier, Joel E.
6
Gouthier, Matthias
6
Medler-Liraz, Hana
6
Miao, Li
6
Sharma, Piyush
6
Shin, Hyunju
6
Söderlund, Magnus
6
Wirtz, Jochen
6
Dagger, Tracey S.
5
Edvardsson, Bo
5
Gremler, Dwayne D.
5
Gruber, Thorsten
5
Haas, Alexander
5
Larivière, Bart
5
Lyu, Yijing
5
Seger-Guttmann, Tali
5
Sirianni, Nancy J.
5
Ye, Yijiao
5
Baker, Melissa A.
4
Brady, Michael K.
4
Coenen, Christian
4
Ellinger, Alexander E.
4
Gelbrich, Katja
4
Grewal, Dhruv
4
Halperin, Basil
4
Hinterhuber, Hans H.
4
Ho, Benjamin
4
List, John A.
4
Mathies, Christine
4
Muir, Ian
4
Nguyen, Nha
4
Patterson, Paul G.
4
Prentice, Catherine
4
Román, Sergio
4
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Excellence-in-Service-Konferenz <6., 2016, Koblenz>
3
Nomos Verlagsgesellschaft
2
Springer Fachmedien Wiesbaden
2
Conference Board
1
Deutscher Universitäts-Verlag GmbH
1
Forschungsstelle Automobilwirtschaft <Bamberg>
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Fraunhofer-Institut für Produktionstechnologie IPT
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Friedrich-Schiller-Universität Jena
1
Fördergesellschaft Marketing an der Universität Augsburg
1
Harvard Graduate School of Business Administration
1
Institute of Leadership and Management <London>
1
National Bureau of Economic Research
1
Universität Rostock
1
Universität Stuttgart
1
Verband Deutscher Maschinen- und Anlagenbau
1
Verlag Dr. Kovač
1
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The journal of services marketing
64
Journal of retailing and consumer services
61
International journal of hospitality management
59
Journal of business research : JBR
44
Journal of service research
23
The service industries journal
23
Journal of service management
22
Journal of service research : JSR
22
International journal of contemporary hospitality management
19
Journal of hospitality marketing & management
16
Journal of service theory and practice
16
Services marketing quarterly
13
Psychology & marketing
12
International journal of services and operations management
11
Journal of retailing
11
Journal of service theory and practice : JSTP
11
Journal of the Academy of Marketing Science
11
Service business
11
Journal of air transport management
10
The TQM journal : the international review of organizational improvement
10
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
10
Managing service quality : MSQ ; an international journal
9
Tourism management : research, policies, practice
9
International journal of business and economics
8
International journal of production economics
8
International journal of quality and service sciences
8
European journal of marketing
7
European journal of marketing : EJM
7
Industrial marketing management : the international journal for industrial and high-tech firms
7
International journal of consumer studies
7
International journal of services, economics and management
7
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
7
Journal of travel and tourism marketing
7
Service Design : innovative Services und exzellente Kundenerlebnisse gestalten
7
SpringerLink / Bücher
7
The Cornell hospitality quarterly
7
Asia Pacific journal of marketing and logistics
6
Cogent business & management
6
European research studies
6
International journal of operations & production management : IJOPM ; the official journal of the European Operations Management Association, EUROMA
6
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ECONIS (ZBW)
1,398
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1
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date (oldest first)
1
A reading in cross-cultural service encounter : exploring the relationship between cultural intelligence, employee performance and service quality
Alshaibani, Elham
;
Bakir, Ali
- In:
Tourism and hospitality research : the surrey quarterly …
17
(
2017
)
3
,
pp. 249-263
Persistent link: https://www.econbiz.de/10011760000
Saved in:
2
Dominance of affective over cognitive customer satisfaction in satisfaction-loyalty relationship in service encounters
Sinha, P. K.
;
Mishra, Hari Govind
;
Kaul, Surabhi
-
2014
Persistent link: https://www.econbiz.de/10010337509
Saved in:
3
How should I respond to a complaining customer? : a model of Cognitive-Emotive-Behavioral from the perspective of restaurant service employees
Poh Theng Loo
;
Khoo-Lattimore, Catheryn
;
Huey Chern Boo
- In:
International journal of hospitality management
95
(
2021
),
pp. 1-10
Persistent link: https://www.econbiz.de/10012547701
Saved in:
4
Frontline employee anger in response to customer incivility : antecedents and consequences
Li, Shanshi
;
Zhan, Jueying
;
Cheng, Bao
;
Scott, Noel
- In:
International journal of hospitality management
96
(
2021
),
pp. 1-12
Persistent link: https://www.econbiz.de/10012585684
Saved in:
5
Pursuit of loyalty in service recovery : the roles of brand equity and cognitive reappraisal as moderators
Harun, Ahasan
;
Rokonuzzaman, Md
- In:
Journal of retailing and consumer services
62
(
2021
),
pp. 1-11
Persistent link: https://www.econbiz.de/10012648862
Saved in:
6
Emotional labor in hospitality : positive affective displays in service encounters
Li, Jing
;
Farber Canziani, Bonnie
;
Barbieri, Carla
- In:
Tourism and hospitality research : the surrey quarterly …
18
(
2018
)
2
,
pp. 242-253
Persistent link: https://www.econbiz.de/10011846887
Saved in:
7
Understanding nature of empathy through the lens of service encounter : a phenomenological study on FLE's
Sony, Michael
;
Mekoth, Nandakumar
;
Terisa, K. K.
- In:
International journal of productivity and quality …
23
(
2018
)
1
,
pp. 55-73
Persistent link: https://www.econbiz.de/10011861040
Saved in:
8
How to boost frontline employee service recovery performance : the role of cultural intelligence
Costers, Annelies
;
Van Vaerenbergh, Yves
;
Van den …
- In:
Service business
13
(
2019
)
3
,
pp. 581-602
Persistent link: https://www.econbiz.de/10012124374
Saved in:
9
To err is human(-oid) : how do consumers react to robot service failure and recovery?
Choi, Sungwoo
;
Mattila, Anna S.
;
Bolton, Lisa E.
- In:
Journal of service research
24
(
2021
)
3
,
pp. 354-371
Persistent link: https://www.econbiz.de/10012592941
Saved in:
10
How do customers navigate perceived inappropriateness of collective emotion in group service recovery? : an application of cognitive dissonance theory
Xu, Xing'an
;
Liu, Juan
;
Cai, Ruiying
- In:
Tourism management : research, policies, practice
93
(
2022
),
pp. 1-13
Persistent link: https://www.econbiz.de/10013366129
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