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The service-quality puzzle
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Dienstleistung
32
Service quality
26
USA
25
Beziehungsmarketing
23
Relationship marketing
23
Dienstleistungsqualität
22
Marketing
22
United States
18
Services marketing
14
Vereinigte Staaten
14
Dienstleistungsmarketing
13
Consumer behaviour
12
Dienstleistungssektor
12
Services
12
Innovation
11
Konsumentenverhalten
11
Product quality
11
Produktqualität
11
Einzelhandel
10
Gesundheitsversorgung
9
Health care
9
Service industry
9
Gesundheitswesen
8
Health care system
8
Marktforschung
7
Retail trade
7
Theory
7
Absatz
6
Customer satisfaction
6
Kundendienst
6
Kundenzufriedenheit
6
Management
6
Theorie
6
Bank
5
Customer service
5
Krankenhaus
5
Qualität
5
Corporate culture
4
Hospital
4
Kundenservice
4
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Online availability
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Undetermined
61
Free
9
Type of publication
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Article
261
Book / Working Paper
59
Type of publication (narrower categories)
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Article in journal
70
Aufsatz in Zeitschrift
70
Aufsatz im Buch
12
Book section
12
Lehrbuch
9
Textbook
8
research-article
5
review-article
5
Graue Literatur
3
Konferenzschrift
3
Non-commercial literature
3
Reprint
2
Thesis
2
conceptual-paper
2
viewpoint
2
Bibliografie
1
Bibliographie
1
Case study
1
Collection of articles of several authors
1
Conference proceedings
1
Dissertation u.a. Prüfungsschriften
1
Fallstudie
1
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1
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1
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1
Sammelwerk
1
review
1
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Language
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Undetermined
157
English
153
German
10
Author
All
Berry, Leonard L.
167
Parasuraman, A.
139
Zeithaml, Valarie A.
74
Bitner, Mary Jo
17
Lemon, Katherine N.
13
Mirabito, Ann M.
10
Rust, Roland T.
10
Seiders, Kathleen
10
Futrell, Charles M.
9
Grewal, Dhruv
9
Gremler, Dwayne D.
8
Kaltcheva, Velitchka D.
8
Ordanini, Andrea
8
Seltman, Kent D.
7
Parasuraman, Ananthanarayanan
6
Shankar, Venkatesh
6
Attai, Deanna J.
5
Danaher, Tracey S.
5
Piccoli, Gabriele
5
Zeithaml, Valerie A.
5
Bolton, Ruth N.
4
Brohman, M. Kathryn
4
Dotzel, Thomas
4
Gresham, Larry G.
4
Howard, Chuck
4
Kristensson, Per
4
Malhotra, Arvind
4
Moore, Sarah G.
4
Parish, Janet Turner
4
Verhoef, Peter C.
4
Watson, Richard T.
4
Winsor, Robert D.
4
A. Parasuraman
3
Baun, William B.
3
Bendapudi, Neeli
3
Colby, Charles L.
3
Gustafsson, Anders
3
Hensel, James S.
3
Hoefnagels, Ankie
3
Johnston, Mark W.
3
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Institution
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American Marketing Association
2
SIMSR Global Marketing Conference <12., 2017, Mumbai>
1
Published in...
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Business horizons
24
Journal of the Academy of Marketing Science
20
Journal of retailing
18
Business Horizons
16
Journal of marketing
12
Journal of service research : JSR
11
Marketing management : a quarterly business management publication of the American Marketing Association
10
Report / Marketing Science Institute
10
Journal of business research : JBR
8
Journal of service research
8
Harvard business review : HBR
7
Industrial marketing management : the international journal for industrial and high-tech firms
6
Journal of Business Research
6
Journal of service management
6
MIT sloan management review
5
Marketing for the bank executive
5
Harvard-Business-Manager : das Wissen der Besten
4
Journal of Service Management
4
Journal of Services Marketing
4
MSI reports : working paper series
4
Sloan management review
4
European Journal of Marketing
3
Managing service quality : MSQ ; an international journal
3
Organizational dynamics : a quarterly review of organizational behavior for professional managers
3
The Executive : an Academy of Management Publication
3
The journal of services marketing
3
AMS review : official publication of the Academy of Marketing Science
2
Human resources abstracts : an international information service
2
International Journal of Bank Marketing
2
International journal of quality and service sciences
2
Journal of air transport management
2
Journal of interactive marketing : a quarterly publication from the Direct Marketing Educational Foundation
2
Journal of marketing research : JMR
2
Journal of marketing theory and practice
2
MSU business topics
2
Report / Marketing Science Institute / Marketing Science Institute
2
Review of marketing research
2
South Asian journal of management : SAJM
2
The service industries journal
2
AMA educators' proceedings
1
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Source
All
ECONIS (ZBW)
141
OLC EcoSci
102
USB Cologne (EcoSocSci)
30
RePEc
24
Other ZBW resources
18
BASE
5
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1
Moving forward in service quality research : measuring different customer-expectation levels, comparing alternative scales, and examining the performance-behavioral intentions link
Parasuraman, A.
;
Zeithaml, Valarie A.
;
Berry, Leonard L.
-
1994
Persistent link: https://www.econbiz.de/10000896544
Saved in:
2
Servqual: a multiple-item scale for measuring customer perceptions of service quality
Parasuraman, A.
;
Zeithaml, Valarie A.
;
Berry, Leonard L.
-
1986
Persistent link: https://www.econbiz.de/10000767760
Saved in:
3
Delivering quality service : balancing customer perceptions and expectations
Zeithaml, Valarie A.
;
Parasuraman, A.
;
Berry, Leonard L.
-
1990
Persistent link: https://www.econbiz.de/10000083054
Saved in:
4
Qualitätsservice : was Ihre Kunden erwarten - was Sie leisten müssen
Zeithaml, Valarie A.
;
Parasuraman, A.
;
Berry, Leonard L.
-
1992
Persistent link: https://www.econbiz.de/10009700995
Saved in:
5
A conceptual model of service quality and its implications for future research
Parasuraman, A.
;
Zeithaml, Valarie A.
;
Berry, Leonard L.
-
2003
Persistent link: https://www.econbiz.de/10001797913
Saved in:
6
Ten lessons for improving service quality : Report No. 03-104
Berry, Leonard L.
;
Parasuraman, A.
;
Zeithaml, Valarie A.
- In:
MSI reports : working paper series
(
2003
)
1
,
pp. 61-77
Persistent link: https://www.econbiz.de/10001824682
Saved in:
7
Communication and control processes in the delivery of service quality
Zeithaml, Valarie A.
- In:
Journal of marketing
52
(
1988
)
2
,
pp. 35-48
Persistent link: https://www.econbiz.de/10001055294
Saved in:
8
SERVQUAL: a multiple-item scale for measuring consumer perceptions of service quality
Parasuraman, A.
- In:
Journal of retailing
64
(
1988
)
1
,
pp. 12-37
Persistent link: https://www.econbiz.de/10001056853
Saved in:
9
Quality counts in services, too
Berry, Leonard L.
- In:
Business horizons
28
(
1985
)
3
,
pp. 44-52
Persistent link: https://www.econbiz.de/10001024886
Saved in:
10
Delivering quality service : balancing customer perceptions and expectations
Zeithaml, Valarie A.
;
Parasuraman, A.
;
Berry, Leonard L.
-
1990
Persistent link: https://www.econbiz.de/10004076032
Saved in:
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