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Service quality
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13,875
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8,565
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7,782
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1,792
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1,644
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1,643
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1,610
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1,589
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1,571
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1,550
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1,498
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1,494
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1,469
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1,342
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Güth, Werner
116
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114
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78
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77
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76
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75
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66
Tungodden, Bertil
60
Propper, Carol
54
Cappelen, Alexander W.
53
Stauss, Bernd
52
Straume, Odd Rune
52
Schmidt, Klaus M.
48
Falk, Armin
46
Prybutok, Victor R.
46
Fleurbaey, Marc
45
Hanushek, Eric Alan
45
Sutter, Matthias
45
Svensson, Göran
45
Rivkin, Steven G.
43
Shahin, Arash
43
Mittal, Vikas
41
Brekke, Kurt R.
38
Aksoy, Lerzan
37
Gil Saura, Irene
37
Usman, Osly
37
Gravelle, Hugh
36
Gächter, Simon
36
Gustafsson, Anders
35
Liebig, Stefan
35
Prentice, Catherine
35
Wong, IpKin Anthony
35
Ockenfels, Axel
34
Sharma, Piyush
34
Wirtz, Jochen
32
Bauer, Hans H.
31
Huber, Frank
31
McColl-Kennedy, Janet R.
31
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30
Pathak, Parag A.
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Springer-Verlag GmbH
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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.
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6
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6
Steinbeis-Stiftung für Wirtschaftsförderung
6
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International journal of hospitality management
608
Journal of retailing and consumer services
559
Journal of business research : JBR
494
The service industries journal
380
Journal of Services Marketing
286
The journal of services marketing
283
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
274
Tourism management : research, policies, practice
239
NBER working paper series
232
International journal of contemporary hospitality management
229
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228
Discussion paper series / IZA
209
Journal of travel and tourism marketing
209
Journal of hospitality marketing & management
202
NBER Working Paper
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SpringerLink / Bücher
192
Auditing : a journal of practice & theory
182
Cogent business & management
174
Services marketing quarterly
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Journal of air transport management
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CESifo working papers
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Journal of business ethics : JOBE
159
The TQM journal : the international review of organizational improvement
155
Journal of service research : JSR
151
International journal of productivity and quality management : IJPQM
149
International Journal of Bank Marketing
146
Service business
140
Industrial marketing management : the international journal for industrial and high-tech firms
137
International Journal of Contemporary Hospitality Management
131
European Journal of Marketing
130
International journal of quality & reliability management
127
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
125
Journal of service management
125
International journal of quality and service sciences
124
Health care management review : HCM review
121
Journal of travel research : a quarterly publication of the Travel and Tourism Research Association
117
Total quality management & business excellence
114
IZA Discussion Paper
113
International journal of services and operations management
112
International Journal of Quality & Reliability Management
110
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ECONIS (ZBW)
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Other ZBW resources
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RePEc
1,590
EconStor
823
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616
BASE
153
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82
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OLC EcoSci
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1
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10
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47,669
Sort
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date (newest first)
date (oldest first)
1
Effectiveness of error management training in the hospitality industry : impact on perceived fairness and service recovery performance
Yao, Sheng
;
Wang, Xingyu
;
Yu, Heyao
;
Guchait, Priyanko
- In:
International journal of hospitality management
79
(
2019
),
pp. 78-88
Persistent link: https://www.econbiz.de/10012012973
Saved in:
2
Understanding the role of frontline employee felt obligation in services
Malhotra, Neeru
;
Ashill, Nicholas
;
Lages, Cristiana R.
; …
- In:
The service industries journal
42
(
2022
)
11/12
,
pp. 843-871
Persistent link: https://www.econbiz.de/10013362154
Saved in:
3
The roles of
justice
and customer satisfaction in customer retention : a lesson from service recovery
Siu, Noel Yee-Man
;
Zhang, Tracy Jun-Fheng
;
Yau, …
- In:
Journal of business ethics : JOBE
114
(
2013
)
4
,
pp. 675-686
Persistent link: https://www.econbiz.de/10009776404
Saved in:
4
How culture moderates the effects of
justice
in service recovery
Chebat, Elise
;
Roth, Yefim
;
Chebat, Jean-Charles
- In:
Review of marketing science
18
(
2020
)
1
,
pp. 21-41
Persistent link: https://www.econbiz.de/10012298668
Saved in:
5
Businesses beware : consumer immoral retaliation in response to perceived moral violations by companies
Loureiro, Yuliya Komarova
;
Haws, Kelly L.
;
Bearden, …
- In:
Journal of service research : JSR
21
(
2018
)
2
,
pp. 184-200
Persistent link: https://www.econbiz.de/10011855788
Saved in:
6
Future research direction for customer satisfaction in relation to complaint handling and service recovery in e-commerce
Kumari, Parveen
;
Kumar, Satinder
- In:
International journal of electronic customer …
12
(
2020
)
3
,
pp. 191-204
Persistent link: https://www.econbiz.de/10012509217
Saved in:
7
Perceived
justice
of service recovery strategies : impact on customer satisfaction and quality relationship
Vázquez Casielles, Rodolfo
;
Álvarez, Leticia Suárez
; …
- In:
Psychology & marketing
27
(
2010
)
5
,
pp. 487-509
Persistent link: https://www.econbiz.de/10003972422
Saved in:
8
Perceived
justice
in service recovery and behavioral intentions : the role of relationship quality
Ha, Jooyeon
;
Jang, Soocheong
- In:
International journal of hospitality management
28
(
2009
)
3
,
pp. 319-327
Persistent link: https://www.econbiz.de/10003855714
Saved in:
9
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:
10
The effect of
justice
in the history of loyalty : a study in failure recovery in the retail context
Lopes, Evandro Luiz
;
Silva, Marcos Antonio da
- In:
Journal of retailing and consumer services
24
(
2015
),
pp. 110-120
Persistent link: https://www.econbiz.de/10010528597
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