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Customer satisfaction
15,533
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13,950
Service quality
6,903
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6,676
Relationship marketing
6,190
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6,145
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6,077
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5,910
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3,468
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3,075
customer satisfaction
1,299
Satisfaction
1,126
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1,119
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1,116
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1,078
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1,077
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975
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947
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934
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933
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909
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904
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895
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877
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775
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772
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745
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744
Brand image
694
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693
Tourism
693
Hotellerie
687
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687
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681
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672
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671
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3,942
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Han, Heesup
70
Homburg, Christian
60
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44
Svensson, Göran
37
Aksoy, Lerzan
35
Mittal, Vikas
34
Stauss, Bernd
33
Gustafsson, Anders
32
Wong, IpKin Anthony
31
Bruhn, Manfred
30
Söderlund, Magnus
30
Huber, Frank
28
Prentice, Catherine
28
Ringle, Christian M.
28
Shahin, Arash
28
Usman, Osly
28
Gil Saura, Irene
27
Prybutok, Victor R.
27
Sharma, Piyush
27
Matzler, Kurt
26
Prayag, Girish
25
Bauer, Hans H.
24
Evanschitzky, Heiner
23
Hyun, Sunghyup Sean
23
Walsh, Gianfranco
23
Keiningham, Timothy
22
Spiller, Achim
22
Töpfer, Armin
22
Bilgihan, Anil
21
Jang, Soocheong
21
Ryu, Kisang
20
Sparks, Beverley
20
Wirtz, Jochen
20
Edvardsson, Bo
19
Gelbrich, Katja
19
Guchait, Priyanko
19
Lee, Choong-Ki
19
Roschk, Holger
19
Wieseke, Jan
19
Yi, Youjae
19
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Springer Fachmedien Wiesbaden
28
Volkswirtschaftliche Fakultät, Ludwig-Maximilians-Universität München
26
Books on Demand GmbH <Norderstedt>
13
Verlag Dr. Kovač
13
National Bureau of Economic Research
9
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.
6
Erasmus Research Institute of Management (ERIM), Erasmus Universiteit Rotterdam
6
Erasmus Research Institute of Management
5
Gesellschaft Entwicklung, Konstruktion, Vertrieb
5
IGI Global
5
Nomos Verlagsgesellschaft
5
RWTH Aachen
5
Shaker Verlag
5
Economics Institute for Research (SIR), Handelshögskolan i Stockholm
4
Fördergesellschaft Marketing an der Universität Augsburg
4
HAL
4
Harvard Graduate School of Business Administration
4
ISM University of Management and Economics
4
International Telecommunications Society (ITS)
4
Universität <Göttingen> / Department für Agrarökonomie und Rurale Entwicklung
4
Dipartimento di Economia, Management e Metodi Quantitativi (DEMM), Università degli Studi di Milano
3
Eric Cuvillier <Firma>
3
Excellence-in-Service-Konferenz <6., 2016, Koblenz>
3
Faculteit Economie en Bedrijfskunde, Universiteit Gent
3
Gesellschaft für Wirtschafts- und Sozialwissenschaften des Landbaues - GEWISOLA
3
Institut für Technik der Betriebsführung
3
Technische Universität Braunschweig
3
Technische Universität Hamburg
3
University of Bamberg, Chair of Finance
3
Université Paris-Dauphine (Paris IX)
3
Bergische Universität Wuppertal
2
De Gruyter Oldenbourg
2
Deutsche Marketing-Vereinigung
2
Escuela de Graduados en Administración Pública y Políticas Públicas (EGAP), Instituto Tecnológico y de Estudios Superiores de Monterrey (ITESM)
2
European Association of Agricultural Economists - EAAE
2
Europäische Kommission
2
Facultatea de Administraţie Publică, Şcoala Naţională de Studii Politice şi Administrative (SNSPA)
2
Forschungsgemeinschaft Qualitätssicherung
2
Information Resources Management Association
2
Institut für Technik der Betriebsführung im Handwerk
2
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Journal of retailing and consumer services
451
International journal of hospitality management
407
Journal of business research : JBR
327
The journal of services marketing
221
Journal of Services Marketing
205
The service industries journal
192
Tourism management : research, policies, practice
186
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
174
Journal of travel and tourism marketing
167
Journal of hospitality marketing & management
157
International journal of contemporary hospitality management
152
International Journal of Bank Marketing
119
European Journal of Marketing
114
Services marketing quarterly
111
Journal of travel research : a quarterly publication of the Travel and Tourism Research Association
110
Journal of service research : JSR
106
Cogent business & management
105
SpringerLink / Bücher
103
Journal of air transport management
94
Psychology & marketing
93
Service business
93
International Journal of Contemporary Hospitality Management
91
Journal of service management
91
The TQM journal : the international review of organizational improvement
87
Asia Pacific journal of marketing and logistics
86
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
86
The TQM Magazine
86
Tourism management perspectives : TMP
84
Journal of the Academy of Marketing Science
80
Industrial marketing management : the international journal for industrial and high-tech firms
79
International journal of productivity and quality management : IJPQM
79
International journal of services and operations management
76
International journal of quality and service sciences
75
International Journal of Quality & Reliability Management
71
Journal of strategic marketing
71
Total quality management & business excellence
68
Managing service quality : MSQ ; an international journal
66
The international journal of bank marketing : IJBM
66
International journal of quality & reliability management
65
European journal of marketing : EJM
63
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ECONIS (ZBW)
16,295
Other ZBW resources
1,802
RePEc
538
USB Cologne (EcoSocSci)
430
EconStor
152
BASE
104
USB Cologne (business full texts)
32
OLC EcoSci
11
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121
Kundenbindung durch produktbegleitende Dienstleistungen
Stauss, Bernd
;
Ringel, Karl-Heinz
- In:
Strategien zur Schaffung und Erhaltung von …
,
(pp. 109-140)
.
1998
Persistent link: https://www.econbiz.de/10003849701
Saved in:
122
Impact of communication during service encounters on customer's perception of organization image
Jain, Neera
;
Sethi, Anjanee
;
Mukherji, Shoma
- In:
Paradigm : the journal of Institute of Management Technology
13
(
2009
)
1
,
pp. 56-65
Persistent link: https://www.econbiz.de/10003853371
Saved in:
123
Personale und organisationale Prädiktoren von Kundenorientierung und
Kundenzufriedenheit
: eine Untersuchung im therapeutischen Dienstleistungsbereich
Egold, Nikolai Wassil
;
Dick, Rolf van
;
Zapf, Dieter
- In:
Zeitschrift für Personalpsychologie
8
(
2009
)
4
,
pp. 180-190
Persistent link: https://www.econbiz.de/10003889509
Saved in:
124
Perfect phrases for customer service : hundreds of tools, techniques, and scripts for handling any situation
Bacal, Robert
- In:
The complete book of perfect phrases for …
,
(pp. 483-716)
.
2010
Persistent link: https://www.econbiz.de/10003896178
Saved in:
125
Airline customer satisfaction and loyalty: impact of in-flight service quality
An, Myungsook
;
Noh, Yonghwi
- In:
Service business : an international journal
3
(
2009
)
3
,
pp. 293-307
Persistent link: https://www.econbiz.de/10003869784
Saved in:
126
Demystifying intercultural service encounters : toward a comprehensive conceptual framework
Sharma, Piyush
;
Tam, Jackie L. M.
;
Kim, Namwoon
- In:
Journal of service research : JSR
12
(
2009/10
)
2
,
pp. 227-242
Persistent link: https://www.econbiz.de/10003901062
Saved in:
127
Berth scheduling by customer service differentiation : a multi-objective approach
Golias, Mihalis M.
;
Boile, Maria
;
Theofanis, Sotirios
- In:
Transportation research / E : an international journal
45
(
2009
)
6
,
pp. 878-892
Persistent link: https://www.econbiz.de/10003903731
Saved in:
128
Gastfreundschaft und Gastlichkeit im Tourismus :
Kundenzufriedenheit
und -bindung mit Hospitality Management
Pechlaner, Harald
(
ed.
);
Kayed, Christian
(
contributor
)
-
2007
Persistent link: https://www.econbiz.de/10003411535
Saved in:
129
Anstrengung und Fähigkeiten des Kundenkontaktmitarbeiters im Service Encounter als zentrale Determinanten der
Kundenzufriedenheit
: eine empirische Analyse aus Kundensicht
Specht, Nina
;
Fichtel, Sina
- In:
Innovatives Dienstleistungsmarketing in Theorie und Praxis
,
(pp. 121-151)
.
2006
Persistent link: https://www.econbiz.de/10003413668
Saved in:
130
Outcomes of service encounter quality in a business-to-business context
Jayawardhena, Chanaka
;
Souchon, Anne L.
;
Farrell, Andrew M.
- In:
Industrial marketing management : the international …
36
(
2007
)
5
,
pp. 575-588
Persistent link: https://www.econbiz.de/10003483551
Saved in:
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