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Quality function deployment in...
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Relationship marketing
26,428
Beziehungsmarketing
25,753
Service quality
21,800
Dienstleistungsqualität
21,047
Qualitätsmanagement
16,919
Customer satisfaction
15,560
Quality management
15,234
Kundenzufriedenheit
13,974
Consumer behaviour
13,068
Konsumentenverhalten
12,840
Theorie
4,848
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4,800
Deutschland
4,634
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4,366
USA
3,288
United States
3,181
Brand management
2,899
Markenführung
2,886
Lieferantenmanagement
2,867
Supplier relationship management
2,863
Wirtschaftsprüfung
2,694
Financial audit
2,682
Product quality
2,450
Social Web
2,436
Social web
2,435
Produktqualität
2,433
Krankenhaus
2,416
Electronic Commerce
2,395
E-commerce
2,338
Hospital
2,325
Brand image
2,265
Markenimage
2,252
Marketingmanagement
2,118
Marketing management
2,101
Online-Handel
2,084
Online retailing
2,076
Customer service
2,021
Health care
1,950
Gesundheitsversorgung
1,914
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1,904
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Undetermined
23,353
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11,525
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Article
47,737
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20,213
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138
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38
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36,285
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6,232
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6,232
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3,564
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3,564
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2,759
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2,706
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2,603
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2,490
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2,169
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1,194
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1,194
Case study
990
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990
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688
Conference paper
443
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430
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Ratgeber
359
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338
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336
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328
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282
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261
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254
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253
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219
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English
55,238
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Author
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Bruhn, Manfred
187
Homburg, Christian
152
Antony, Jiju
146
Han, Heesup
98
Kumar, V.
85
Stauss, Bernd
85
Siciliani, Luigi
82
Huber, Frank
80
Mattila, Anna S.
75
Svensson, Göran
69
Bauer, Hans H.
66
Herrmann, Andreas
63
Verhoef, Peter C.
63
Töpfer, Armin
62
Devadasan, S. R.
61
Shahin, Arash
61
Rahman, Zillur
60
Mittal, Vikas
57
Propper, Carol
57
Gil Saura, Irene
54
Straume, Odd Rune
54
Talib, Faisal
53
Hollebeek, Linda D.
51
Prybutok, Victor R.
50
Aksoy, Lerzan
49
Piller, Frank T.
47
Dale, Barrie G.
46
Gustafsson, Anders
46
Grönroos, Christian
45
Hanushek, Eric Alan
45
Krafft, Manfred
45
Matzler, Kurt
45
Prentice, Catherine
45
Spiller, Achim
45
Walsh, Gianfranco
45
Edvardsson, Bo
44
Grewal, Dhruv
43
Rivkin, Steven G.
43
Smith, Alan D.
43
Wong, IpKin Anthony
42
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National Bureau of Economic Research
211
Springer Fachmedien Wiesbaden
131
OECD
75
IGI Global
51
Volkswirtschaftliche Fakultät, Ludwig-Maximilians-Universität München
50
Hochschulrektorenkonferenz
42
Verlag Dr. Kovač
30
International Monetary Fund
29
Books on Demand GmbH <Norderstedt>
27
International Monetary Fund (IMF)
26
World Bank
26
Deutsche Gesellschaft für Qualität
22
Deutsches Institut für Normung
22
Verband der Automobilindustrie
21
Shaker Verlag
17
Université Paris-Dauphine (Paris IX)
17
HAL
16
Springer-Verlag GmbH
16
Nomos Verlagsgesellschaft
15
Fördergesellschaft Marketing an der Universität Augsburg
14
World Bank Group
13
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.
11
Erasmus Research Institute of Management (ERIM), Erasmus Universiteit Rotterdam
11
RWTH Aachen
11
American Marketing Association
10
Erasmus Research Institute of Management
10
Europäische Kommission
10
Taylor and Francis.
10
Edward Elgar Publishing
9
European Centre for the Development of Vocational Training
9
OECD / Environment Directorate
9
Organisation for Economic Co-operation and Development
9
Thüringen / Landesregierung
9
American Society for Quality
8
Carl Hanser Verlag
8
Eric Cuvillier <Firma>
8
Facultatea de Administraţie Publică, Şcoala Naţională de Studii Politice şi Administrative (SNSPA)
8
Hochschule <Wismar> / Fachbereich Wirtschaft
8
Rijksuniversiteit Gent / Faculteit Economie en Bedrijfskunde
8
USA / General Accounting Office
8
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Journal of business research : JBR
916
Journal of retailing and consumer services
856
International journal of hospitality management
719
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
702
International journal of productivity and quality management : IJPQM
550
The TQM journal : the international review of organizational improvement
507
Industrial marketing management : the international journal for industrial and high-tech firms
477
International journal of quality & reliability management
475
The service industries journal
468
SpringerLink / Bücher
438
International journal of production research
433
The journal of services marketing
368
Journal of Services Marketing
364
International Journal of Quality & Reliability Management
360
Total quality management & business excellence
327
International journal of production economics
300
Tourism management : research, policies, practice
296
International journal of contemporary hospitality management
272
Journal of travel and tourism marketing
251
The journal of business & industrial marketing
246
Journal of hospitality marketing & management
240
Journal of the Academy of Marketing Science
234
European Journal of Marketing
231
Quality management journal : QMJ
229
Cogent business & management
222
Journal of strategic marketing
214
Working paper / National Bureau of Economic Research, Inc.
211
NBER working paper series
210
International Journal of Bank Marketing
202
Journal of service research : JSR
201
Services marketing quarterly
198
European journal of operational research : EJOR
196
International journal of quality and service sciences
191
International journal of services and operations management
189
International journal of six sigma and competitive advantage : IJSSCA
186
Auditing : a journal of practice & theory
185
NBER Working Paper
185
Journal of service management
183
International journal of electronic customer relationship management : IJECRM
180
The TQM Magazine
175
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Source
All
ECONIS (ZBW)
60,077
Other ZBW resources
3,586
USB Cologne (EcoSocSci)
2,125
RePEc
1,394
EconStor
542
BASE
214
USB Cologne (business full texts)
119
OLC EcoSci
66
ArchiDok
3
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date (oldest first)
1
The integration between service value and service recovery in the hospitality industry : an application of QFD and ANP
Wu, Wann-Yih
;
Qomariyah, Alfiyatul
;
Nguyen Thi Truong Sa
; …
- In:
International journal of hospitality management
75
(
2018
),
pp. 48-57
Persistent link: https://www.econbiz.de/10011944943
Saved in:
2
The revitalising effect of ISO 9001 on dissatisfied customers
Petnji Yaya, Luc Honore
;
Marimon, Frederic
;
Casadesús, …
- In:
Total quality management & business excellence : an …
25
(
2014
)
8
,
pp. 856-864
Persistent link: https://www.econbiz.de/10010393804
Saved in:
3
Service failure magnitude and paradox : a banking perspective
Singhal, Shuchi
;
Krishna, Anupam
;
Lazarus, Davis
- In:
Journal of relationship marketing : innovations & …
12
(
2013
)
3
,
pp. 191-203
Persistent link: https://www.econbiz.de/10010209887
Saved in:
4
The effects of service recovery on customer satisfaction and customer loyalty in banks
Maamari, Bassem E.
;
Wasfi, Hummam S. A.
- In:
International journal of technology marketing : IJTMkt
14
(
2020
)
4
,
pp. 403-424
Persistent link: https://www.econbiz.de/10012534250
Saved in:
5
Developing control charts in monitoring service quality based on the number of customer complaints
Chen, Kuen-Suan
;
Chang, Tsang-Chuan
;
Wang, Kung-Jeng
; …
- In:
Total quality management & business excellence : an …
26
(
2015
)
5/6
,
pp. 675-689
Persistent link: https://www.econbiz.de/10011305614
Saved in:
6
Guilt no longer a sin : the effect of guilt in the service recovery paradox
Cheng, Yin-Hui
;
Chang, Chia-Jung
;
Chuang, Shih-Chieh
; …
- In:
Journal of service theory and practice : JSTP
25
(
2015
)
6
,
pp. 836-853
Persistent link: https://www.econbiz.de/10011392444
Saved in:
7
The dark side of customer co-creation : exploring the consequences of failed co-created services
Heidenreich, Sven
;
Wittkowski, Kristina
;
Handrich, Matthias
- In:
Journal of the Academy of Marketing Science
43
(
2015
)
3
,
pp. 279-296
Persistent link: https://www.econbiz.de/10011287133
Saved in:
8
Effectiveness of recovery actions on deviant customer behavior : the moderating role of gender
Huey Chern Boo
;
Mattila, Anna S.
;
Tan, Ching Yeng
- In:
International journal of hospitality management
35
(
2013
),
pp. 180-192
Persistent link: https://www.econbiz.de/10010225814
Saved in:
9
Service recovery's impact on customers next-in-line
Van Vaerenbergh, Yves
;
Vermeir, Iris
;
Larivière, Bart
- In:
Managing service quality : MSQ ; an international journal
23
(
2013
)
6
,
pp. 495-512
Persistent link: https://www.econbiz.de/10010202243
Saved in:
10
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
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