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Customer service quality : sel...
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Service quality
23,267
Dienstleistungsqualität
22,537
Performance measurement
18,730
Performance-Messung
17,956
Customer satisfaction
16,417
Kundenzufriedenheit
14,845
Consumer behaviour
8,937
Relationship marketing
8,791
Konsumentenverhalten
8,736
Beziehungsmarketing
8,734
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4,486
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4,449
Qualitätsmanagement
3,736
Theorie
3,698
Quality management
3,666
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3,654
Customer service
3,461
Kundenservice
3,084
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2,821
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2,813
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2,571
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2,333
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2,300
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2,233
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2,214
Germany
2,199
Gesundheitsversorgung
2,184
Measurement
1,907
Messung
1,899
Gesundheitswesen
1,884
Supply chain
1,871
Health care system
1,860
Lieferkette
1,847
Product quality
1,789
Produktqualität
1,770
Online-Handel
1,759
Online retailing
1,755
India
1,594
Job satisfaction
1,569
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Han, Heesup
88
Siciliani, Luigi
88
Bruhn, Manfred
77
Homburg, Christian
73
Mattila, Anna S.
63
Propper, Carol
59
Straume, Odd Rune
58
Svensson, Göran
52
Rivkin, Steven G.
51
Shahin, Arash
51
Mittal, Vikas
47
Prybutok, Victor R.
47
Hanushek, Eric Alan
46
Stauss, Bernd
43
Bauer, Hans H.
42
Ukko, Juhani
38
Usman, Osly
38
Wong, IpKin Anthony
38
Aksoy, Lerzan
37
Brekke, Kurt R.
37
Gil Saura, Irene
37
Gravelle, Hugh
37
Gustafsson, Anders
37
Hanushek, Eric A.
36
Prentice, Catherine
36
Saunila, Minna
36
Wirtz, Jochen
36
Sharma, Piyush
35
Ringle, Christian M.
34
Hammerschmidt, Maik
33
Huber, Frank
32
Söderlund, Magnus
32
Epstein, Marc J.
31
Sparks, Beverley
31
Zhu, Joe
31
Edvardsson, Bo
30
Guirguis, Michel
30
Gleich, Ronald
29
Pathak, Parag A.
29
Rahman, Zillur
29
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OECD
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Springer Fachmedien Wiesbaden
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Volkswirtschaftliche Fakultät, Ludwig-Maximilians-Universität München
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World Bank
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IGI Global
39
World Bank Group
39
Verlag Dr. Kovač
30
International Monetary Fund (IMF)
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International Monetary Fund
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Hochschulrektorenkonferenz
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Books on Demand GmbH <Norderstedt>
19
HAL
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International Transport Forum
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Nomos Verlagsgesellschaft
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Tinbergen Instituut
11
Erasmus Research Institute of Management (ERIM), ERIM is the joint research institute of the Rotterdam School of Management, Erasmus University and the Erasmus School of Economics (ESE) at Erasmus University Rotterdam.
10
Erasmus Research Institute of Management (ERIM), Erasmus Universiteit Rotterdam
10
Mathematica Policy Research
10
Organisation for Economic Co-operation and Development
10
Edward Elgar Publishing
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9
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8
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7
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Harvard Graduate School of Business Administration
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7
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7
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7
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6
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6
EconWPA
6
Leuphana Universität Lüneburg
6
Technische Universität Braunschweig
6
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International journal of hospitality management
658
Journal of retailing and consumer services
607
Journal of business research : JBR
574
The service industries journal
426
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
339
The journal of services marketing
308
Tourism management : research, policies, practice
303
Journal of Services Marketing
296
International journal of production research
287
International journal of contemporary hospitality management
268
International journal of productivity and quality management : IJPQM
263
NBER working paper series
254
International journal of production economics
247
SpringerLink / Bücher
241
NBER Working Paper
227
Journal of travel and tourism marketing
226
Journal of hospitality marketing & management
216
Working paper / National Bureau of Economic Research, Inc.
210
Journal of air transport management
206
Cogent business & management
203
The TQM journal : the international review of organizational improvement
197
Auditing : a journal of practice & theory
194
International journal of quality & reliability management
194
The international journal of productivity and performance management : IJPPM
171
Industrial marketing management : the international journal for industrial and high-tech firms
170
Services marketing quarterly
168
International journal of services and operations management
165
European journal of operational research : EJOR
161
Benchmarking : an international journal ; BIJ
159
International journal of quality and service sciences
157
International Journal of Bank Marketing
156
Total quality management & business excellence
156
Journal of service research : JSR
155
The accounting review : a publication of the American Accounting Association
151
Journal of service management
150
Public performance & management review
149
Service business
149
International Journal of Contemporary Hospitality Management
147
European Journal of Marketing
137
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
137
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ECONIS (ZBW)
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Other ZBW resources
3,013
RePEc
1,441
USB Cologne (EcoSocSci)
696
EconStor
527
BASE
182
OLC EcoSci
35
USB Cologne (business full texts)
32
ArchiDok
1
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1
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10
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55,765
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1
Customer mistreatment and service performance : a self-consistency perspective
Park, Jeongdoo
;
Kim, Hyun Jeong
- In:
International journal of hospitality management
86
(
2020
),
pp. 1-7
Persistent link: https://www.econbiz.de/10012241518
Saved in:
2
Does customer incivility undermine employees' service performance?
Cheng, Bao
;
Dong, Yun
;
Zhou, Xing
;
Guo, Gongxing
;
Peng, Yan
- In:
International journal of hospitality management
89
(
2020
),
pp. 1-10
Persistent link: https://www.econbiz.de/10012293791
Saved in:
3
Exploring added value through the service process : a comparative multiple case study
Pekkola, Sanna
;
Ukko, Juhani
- In:
Benchmarking : an international journal ; BIJ
23
(
2016
)
5
,
pp. 1249-1263
Persistent link: https://www.econbiz.de/10011571812
Saved in:
4
Measurement scales for technology-generated customer contact
Rudran, Raghunath
;
Kumar, J. Ajith
- In:
International journal of operations & production …
37
(
2017
)
5
,
pp. 534-556
Persistent link: https://www.econbiz.de/10011661472
Saved in:
5
Similarities and differences in Asian and Western travelers' service performance measurement, evaluation and outcomes
Brush, Gregory J.
- In:
Journal of retailing and consumer services
50
(
2019
),
pp. 351-361
Persistent link: https://www.econbiz.de/10012114177
Saved in:
6
Customer-centered measurement of service operations: a B2B case study
Ukko, Juhani
;
Pekkola, Sanni
- In:
Operations management research : OMR ; advancing …
9
(
2016
)
1/2
,
pp. 11-21
Persistent link: https://www.econbiz.de/10011738839
Saved in:
7
Evaluation of customer service quality
Cherniavskyi, Ihor
;
Abuwande, Khawla S.
- In:
Business ethics and leadership : BEL
1
(
2017
)
3
,
pp. 84-92
Persistent link: https://www.econbiz.de/10011892459
Saved in:
8
A framework for a customer approach to performance measurement in a service context
Ukko, Juhani
;
Pekkola, Sanna
- In:
International journal of services and operations management
22
(
2015
)
2
,
pp. 210-220
Persistent link: https://www.econbiz.de/10011522569
Saved in:
9
Time to shift the shift : performance effects of within-day cumulative service encounters in retail stores
Chen, Chien-ming
;
Chuang, Howard Hao-Chun
- In:
Omega : the international journal of management science
119
(
2023
),
pp. 1-15
Persistent link: https://www.econbiz.de/10014444554
Saved in:
10
Understanding big data-driven supply chain and performance measures for customer satisfaction
Thekkoote, Ramadas
- In:
Benchmarking : an international journal
29
(
2022
)
8
,
pp. 2359-2377
Persistent link: https://www.econbiz.de/10013371221
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