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Service quality
Satisfaction
11,118
Zufriedenheit
9,897
Lebensqualität
4,411
Quality of life
4,398
Customer satisfaction
2,852
Kundenzufriedenheit
2,603
Consumer behaviour
2,222
Konsumentenverhalten
2,102
Relationship marketing
1,962
Beziehungsmarketing
1,892
Deutschland
1,748
Germany
1,726
Job satisfaction
1,533
Arbeitszufriedenheit
1,532
Dienstleistungsqualität
1,395
satisfaction
1,393
Schätzung
1,113
Estimation
1,110
Customer loyalty
1,052
Kundenbindung
953
Customer retention
934
Sozialer Indikator
796
Social indicator
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Welt
770
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770
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Gesundheit
744
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593
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583
life satisfaction
582
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555
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Grégoire, Yany
10
Prentice, Catherine
10
Mattila, Anna S.
9
Han, Heesup
8
Van Vaerenbergh, Yves
7
Ali, Faizan
6
Jang, Soocheong
6
Roberts-Lombard, Mornay
6
Bilgihan, Anil
5
Casidy, Riza
5
Izogo, Ernest Emeka
5
Al-Hawary, Sulieman Ibraheem Shelash
4
Balaji, M. S.
4
Béal, Mathieu
4
Chi, Christina Geng-Qing
4
Edvardsson, Bo
4
Fatima, Johra Kayeser
4
Gursoy, Dogan
4
Ha, Sejin
4
He, Zhen
4
Hyun, Sunghyup Sean
4
Jaiswal, Deepak
4
Kandampully, Jay
4
Kant, Rishi
4
Ladeira, Wagner Junior
4
Lunardo, Renaud
4
Mainardes, Emerson Wagner
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Marimuthu, Malliga
4
McColl-Kennedy, Janet R.
4
Parahoo, Sanjai K.
4
Prybutok, Victor R.
4
Rehman, Mohsin Abdur
4
Rohman, Fatchur
4
Sampaio, Cláudio Hoffmann
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Santini, Fernando de Oliveira
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Shin, Hyunju
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Sreejesh, S.
4
Su, LuJun
4
Svensson, Göran
4
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Center for Service Excellence
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Logos Verlag Berlin
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National Bureau of Economic Research
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Nomos Verlagsgesellschaft
1
Volkswirtschaftliche Fakultät, Ludwig-Maximilians-Universität München
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Journal of retailing and consumer services
65
International journal of hospitality management
53
Journal of business research : JBR
39
Journal of hospitality marketing & management
29
The journal of services marketing
26
The service industries journal
25
Services marketing quarterly
24
International journal of contemporary hospitality management
21
Service business
21
Journal of travel and tourism marketing
20
Cogent business & management
17
International journal of quality & reliability management
15
Journal of service management
15
The TQM journal : the international review of organizational improvement
14
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
14
Asia Pacific journal of marketing and logistics
13
Journal of service research : JSR
13
International journal of services and operations management : IJSOM
12
International journal of services, economics and management
12
Journal of air transport management
12
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
12
The international journal of bank marketing : IJBM
12
Total quality management & business excellence
12
Journal of service theory and practice : JSTP
11
Marketing intelligence & planning
11
Tourism management : research, policies, practice
11
International journal of quality and service sciences
10
Journal for global business advancement : JGBA
10
Journal of Asian finance, economics and business : JAFEB
10
Journal of strategic marketing
10
Journal of the Academy of Marketing Science
10
International Journal of Bank Marketing
9
Journal of service research
9
Psychology & marketing
9
Tourism management perspectives : TMP
9
International journal of services and operations management
8
Journal of relationship marketing : innovations and enhancements for customer service, relations, and satisfaction
8
Health marketing quarterly
7
International Journal of Quality & Reliability Management
7
International journal of bank marketing
7
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ECONIS (ZBW)
1,398
Other ZBW resources
56
RePEc
20
EconStor
6
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1
Corporate image : a service recovery perspective
Mostafa, Rania B.
;
Lages, Cristiana R.
;
Shabbir, Haseeb A.
- In:
Journal of service research : JSR
18
(
2015
)
4
,
pp. 468-483
Persistent link: https://www.econbiz.de/10011392283
Saved in:
2
What men and women really want : differences in gender-based evaluations of service recovery efforts
Ding, May-Ching
;
Ho, Ching Wei
;
Lii, Yuan-Shuh
- In:
Journal of Asia Pacific business
17
(
2016
)
1
,
pp. 59-80
Persistent link: https://www.econbiz.de/10011457884
Saved in:
3
Is corporate reputation a double-edged sword? : relative effects of perceived justice in airline service recovery
Ding, May-Ching
;
Ho, Ching-Wei
;
Lii, Yuan-Shuh
- In:
International journal of economics and business research
10
(
2015
)
1
,
pp. 1-17
Persistent link: https://www.econbiz.de/10011412174
Saved in:
4
Are cynical customers satisfied differently? : role of negative inferred motive and customer participation in service recovery
Balaji, M. S.
;
Jha, Subhash
;
Sengupta, Aditi Sarkar
; …
- In:
Journal of business research : JBR
86
(
2018
),
pp. 109-118
Persistent link: https://www.econbiz.de/10011855231
Saved in:
5
Effect of service recovery on customers' perceived justice,
satisfaction
, and word-of-mouth intentions on online shopping websites
Jung, Na Young
;
Seock, Yoo-Kyoung
- In:
Journal of retailing and consumer services
37
(
2017
),
pp. 23-30
Persistent link: https://www.econbiz.de/10011729705
Saved in:
6
The role of perceived control in customer value cocreation and service recovery evaluation
Guo, Lin
;
Lotz, Sherry L.
;
Tang, Chuanyi
;
Gruen, Thomas W.
- In:
Journal of service research : JSR
19
(
2016
)
1
,
pp. 39-56
Persistent link: https://www.econbiz.de/10011433138
Saved in:
7
The effects of perceived justice and experience on service recovery
satisfaction
and post-purchase behaviours in the airline industry
Pai, Fan-Yun
- In:
International journal of services and operations management
21
(
2015
)
2
,
pp. 175-186
Persistent link: https://www.econbiz.de/10011380064
Saved in:
8
An empirical study of the role of failure severity in service recovery evaluation in the context of the airline industry
Nikbin, Davoud
;
Hyun, Sunghyup Sean
- In:
Review of managerial science
9
(
2015
)
4
,
pp. 731-749
Persistent link: https://www.econbiz.de/10011346095
Saved in:
9
Does relationship matter? : customers' response to service failure
Tsai, Chia-ching
;
Yang, Yung-kai
;
Cheng, Yu-chi
- In:
Managing service quality : MSQ ; an international journal
24
(
2014
)
2
,
pp. 139-159
Persistent link: https://www.econbiz.de/10010254024
Saved in:
10
Please explain why it happened! : How perceived justice and customer involvement affect post co-recovery evaluations : study of Iranian online shoppers
Gohary, Ali
;
Hamzelu, Bahman
;
Alizadeh, Hamid
- In:
Journal of retailing and consumer services
31
(
2016
),
pp. 127-142
Persistent link: https://www.econbiz.de/10011528558
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