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~subject:"Service quality"
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Service quality
Relationship marketing
26,460
Beziehungsmarketing
25,785
Social Web
20,876
Social web
20,845
Consumer behaviour
15,133
Konsumentenverhalten
15,092
Online-Marketing
13,279
Internet marketing
13,163
Customer satisfaction
6,188
Kundenzufriedenheit
6,145
Electronic Commerce
4,605
Dienstleistungsqualität
4,579
E-commerce
4,375
Brand management
4,208
Markenführung
4,206
Online-Handel
3,678
Online retailing
3,669
Deutschland
3,342
Viral marketing
3,299
Virales Marketing
3,298
Germany
3,254
Marketingmanagement
3,113
Marketing management
3,084
Theorie
2,973
Theory
2,961
Markenimage
2,840
Brand image
2,835
Soziales Netzwerk
2,632
Internet
2,557
Social network
2,450
Werbewirkung
2,350
Lieferantenmanagement
2,344
Supplier relationship management
2,343
Advertising effects
2,339
Kundenintegration
2,025
Customer integration
2,024
USA
2,020
Vertrauen
1,997
United States
1,994
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Undetermined
2,228
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696
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3,979
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Bibliography included
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research-article
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Mattila, Anna S.
28
Bruhn, Manfred
20
McColl-Kennedy, Janet R.
20
Prentice, Catherine
20
Han, Heesup
18
Edvardsson, Bo
14
Patterson, Paul G.
14
Grégoire, Yany
13
Jang, Soocheong
13
Klaus, Philipp
13
Balaji, M. S.
12
Gil Saura, Irene
12
Gong, Taeshik
12
Sreejesh, S.
12
Gustafsson, Anders
11
Hollebeek, Linda D.
11
Prybutok, Victor R.
11
Quach, Sara
10
Sparks, Beverley
10
Usman, Osly
10
Qu, Hailin
9
Van Vaerenbergh, Yves
9
Brady, Michael K.
8
Georgi, Dominik
8
Hammerschmidt, Maik
8
Hyun, Sunghyup Sean
8
Izogo, Ernest Emeka
8
Ozuem, Wilson
8
Park, Jungkun
8
Rather, Raouf Ahmad
8
Ringle, Christian M.
8
Ro, Heejung
8
Roberts-Lombard, Mornay
8
Svensson, Göran
8
Bolton, Ruth N.
7
Casidy, Riza
7
Guchait, Priyanko
7
Gursoy, Dogan
7
Hanks, Lydia
7
Hsu, Cathy H. C.
7
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European Health Care Conference <2, 2011, Hamburg>
2
National Bureau of Economic Research
2
Banking-Forum Liechtenstein <2, 2003, Vaduz>
1
Christel DeHaan Tourism and Travel Research Institute <Nottingham>
1
Conference on Consumer Satisfaction, Dissatisfaction, and Complaining Behavior <3, 1978, Chicago, Ill.>
1
Conference on Consumer Satisfaction, Dissatisfaction, and Complaining Behavior <6, 1981, Bloomington, Ind.>
1
Deutschland / Bundeswehr / Universität Hamburg
1
Gesundheitsstadt Berlin e.V.
1
Great Britain / Customs Establishment
1
IGI Global
1
International Conference on Services Management <North Cyprus)>
1
Liechtensteinischer Bankenverband
1
Logos Verlag Berlin
1
Ludwig-Maximilians-Universität München
1
Marketing Research Symposium <1977, Bloomington, Ind.>
1
Rijksuniversiteit Gent / Faculteit Economie en Bedrijfskunde
1
Sachverständigenrat für die Konzertierte Aktion im Gesundheitswesen
1
Springer Fachmedien Wiesbaden
1
Svenska Handelshögskolan <Helsinki>
1
United States / Congress / Senate / Committee on the Judiciary / Subcommittee on Antitrust and Monopoly
1
Universität Osnabrück / Fachgebiet Geographie
1
Österreich / Bundesministerium für Verkehr, Innovation und Technologie
1
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Journal of retailing and consumer services
200
International journal of hospitality management
165
Journal of business research : JBR
134
The journal of services marketing
109
The service industries journal
88
Journal of hospitality marketing & management
74
International journal of contemporary hospitality management
60
Journal of service research : JSR
60
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
59
Services marketing quarterly
56
Service business
55
Journal of travel and tourism marketing
47
Journal of service management
45
Journal of service research
38
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
35
Tourism management : research, policies, practice
35
Cogent business & management
33
The TQM journal : the international review of organizational improvement
33
Journal of air transport management
32
Journal of the Academy of Marketing Science
31
Industrial marketing management : the international journal for industrial and high-tech firms
29
Journal of strategic marketing
29
International journal of quality and service sciences
28
Managing service quality : MSQ ; an international journal
27
Asia Pacific journal of marketing and logistics
26
Journal of service theory and practice
25
Psychology & marketing
25
The international journal of bank marketing : IJBM
25
Marketing intelligence & planning
24
International journal of services and operations management : IJSOM
23
International journal of services and operations management
22
International journal of services, economics and management
22
Total quality management & business excellence
22
European journal of marketing : EJM
21
Journal of service theory and practice : JSTP
21
International journal of electronic marketing and retailing : IJEMR
20
International journal of quality & reliability management
20
Journal of hospitality and tourism insights
20
Journal of retailing
19
International journal of electronic customer relationship management : IJECRM
18
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ECONIS (ZBW)
4,568
Other ZBW resources
21
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1
Customer e-complaining behaviours using social media
Balaji, M. S.
;
Jha, Subhash
;
Stafford, Marla Royne
- In:
The service industries journal
35
(
2015
)
11/12
,
pp. 633-654
Persistent link: https://www.econbiz.de/10011401814
Saved in:
2
First step in social media : measuring the influence of online management responses on customer satisfaction
Gu, Bin
;
Ye, Qiang
- In:
Production and operations management : an international …
23
(
2014
)
4
,
pp. 570-582
Persistent link: https://www.econbiz.de/10010364045
Saved in:
3
Service recovery via social media : the social influence effects of virtual presence
Schaefers, Tobias
;
Schamari, Julia
- In:
Journal of service research : JSR
19
(
2016
)
2
,
pp. 192-208
Persistent link: https://www.econbiz.de/10011485442
Saved in:
4
To tweet or not to tweet? : exploring the effectiveness of service recovery strategies using social media
Fan, Ying
;
Niu, Run Hong
- In:
International journal of operations & production …
36
(
2016
)
9
,
pp. 1014-1036
Persistent link: https://www.econbiz.de/10011566440
Saved in:
5
Co-creation of online service recoveries and its effects on complaint bystanders
Hutzinger, Clemens
;
Weitzl, Wolfgang
- In:
Journal of business research : JBR
130
(
2021
),
pp. 525-538
Persistent link: https://www.econbiz.de/10012544868
Saved in:
6
How do observers react to companies' humorous responses to online public complaints?
Béal, Mathieu
;
Grégoire, Yany
- In:
Journal of service research
25
(
2022
)
2
,
pp. 242-259
Persistent link: https://www.econbiz.de/10013268018
Saved in:
7
How does culture impact customer evaluation in online complaining? : evidence from Germany and India
Sengupta, Sanchayan
- In:
Journal of global information management : an official …
28
(
2020
)
2
,
pp. 131-159
Persistent link: https://www.econbiz.de/10012304208
Saved in:
8
Generation Y's positive and negative eWOM : use of social media and mobile technology
Zhang, Tingting
;
Omran, Behzad Abound
;
Cobanoglu, Cihan
- In:
International journal of contemporary hospitality management
29
(
2017
)
2
,
pp. 732-761
Persistent link: https://www.econbiz.de/10011687713
Saved in:
9
The effects of online incivility and consumer-to-consumer interactional justice on complainants, observers, and service providers during social media service recovery
Bacile, Todd J.
;
Wolter, Jeremy S.
;
Allen, Alexis M.
; …
- In:
Journal of interactive marketing : a quarterly …
44
(
2018
),
pp. 60-81
Persistent link: https://www.econbiz.de/10011949553
Saved in:
10
Service recovery strategies using social media sites
Fan, Ying
;
Niu, Run H.
- In:
International journal of services and operations management
28
(
2017
)
4
,
pp. 540-563
Persistent link: https://www.econbiz.de/10011860881
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