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Customer satisfaction
15,268
Kundenzufriedenheit
13,682
Service quality
6,775
Dienstleistungsqualität
6,548
Relationship marketing
6,048
Beziehungsmarketing
6,003
Consumer behaviour
5,912
Konsumentenverhalten
5,745
Customer service
3,429
Kundenservice
3,036
customer satisfaction
1,268
Satisfaction
1,101
Online-Handel
1,078
Online retailing
1,075
Job satisfaction
1,050
Arbeitszufriedenheit
1,049
Qualitätsmanagement
966
Quality management
938
Deutschland
928
Electronic Commerce
904
Germany
899
Emotion
888
E-commerce
865
Beschwerdemanagement
863
Urlaubsverhalten
862
Holiday behaviour
861
Complaint management
860
Einzelhandel
759
Retail trade
756
Vertrauen
716
Confidence
715
Hotel industry
675
Tourism
672
Brand image
669
Hotellerie
669
Brand management
662
Markenimage
662
Verbraucherzufriedenheit
660
Markenführung
653
USA
653
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Undetermined
8,034
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3,034
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Article
15,107
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3,933
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21
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16
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11,484
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11,484
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1,341
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1,198
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1,198
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609
Graue Literatur
488
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488
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464
Working Paper
336
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309
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187
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Collection of articles of several authors
173
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case-report
121
Conference paper
113
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113
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109
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108
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94
conceptual-paper
83
review-article
80
Ratgeber
73
Bibliografie enthalten
68
Bibliography included
68
Guidebook
67
review
54
Konferenzschrift
52
viewpoint
47
Collection of articles written by one author
33
Sammlung
33
non-article
29
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26
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20
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17
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English
16,381
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2,032
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640
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13
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8
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6
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2
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2
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2
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2
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1
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Han, Heesup
70
Homburg, Christian
60
Mattila, Anna S.
44
Svensson, Göran
36
Aksoy, Lerzan
35
Mittal, Vikas
34
Stauss, Bernd
33
Gustafsson, Anders
31
Bruhn, Manfred
30
Söderlund, Magnus
30
Huber, Frank
28
Prentice, Catherine
28
Ringle, Christian M.
28
Shahin, Arash
28
Usman, Osly
28
Wong, IpKin Anthony
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
Edvardsson, Bo
19
Gelbrich, Katja
19
Guchait, Priyanko
19
Lee, Choong-Ki
19
Roschk, Holger
19
Wieseke, Jan
19
Wirtz, Jochen
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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Published in...
All
Journal of retailing and consumer services
450
International journal of hospitality management
383
Journal of business research : JBR
327
The journal of services marketing
221
Journal of Services Marketing
205
The service industries journal
191
Tourism management : research, policies, practice
175
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
174
Journal of travel and tourism marketing
168
Journal of hospitality marketing & management
157
International journal of contemporary hospitality management
151
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
108
Journal of service research : JSR
106
Cogent business & management
105
SpringerLink / Bücher
103
Journal of air transport management
94
Service business
93
International Journal of Contemporary Hospitality Management
91
Psychology & marketing
91
Journal of service management
89
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 services and operations management
76
International journal of productivity and quality management : IJPQM
74
International Journal of Quality & Reliability Management
71
International journal of quality and service sciences
71
Journal of strategic marketing
70
Total quality management & business excellence
68
Managing service quality : MSQ ; an international journal
66
The international journal of bank marketing : IJBM
66
European journal of marketing : EJM
63
International journal of quality & reliability management
63
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Source
All
ECONIS (ZBW)
16,009
Other ZBW resources
1,802
RePEc
538
USB Cologne (EcoSocSci)
430
EconStor
151
BASE
104
USB Cologne (business full texts)
32
OLC EcoSci
11
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131
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:
132
Automobilwahl online : Gestaltung des Car-Konfigurators unter Berücksichtigung des individuellen Entscheidungsverhaltens
Herrmann, Andreas
;
Heitmann, Mark
;
Brandenberg, Andreas
; …
- In:
Schmalenbachs Zeitschrift für betriebswirtschaftliche …
59
(
2007
)
3
,
pp. 390-412
Persistent link: https://www.econbiz.de/10003462203
Saved in:
133
Interactional service failures in a pseudorelationship: the role of organizational attributions
Hess, Ronald L.
;
Ganesan, Shankar
;
Klein, Noreen M.
- In:
Journal of retailing
83
(
2007
)
1
,
pp. 79-95
Persistent link: https://www.econbiz.de/10003438283
Saved in:
134
Employee versus supervisor ratings of performance in the retail customer service sector: differences in predictive validity for customer outcomes
Netemeyer, Richard G.
;
Maxham, James G., III.
- In:
Journal of retailing
83
(
2007
)
1
,
pp. 131-145
Persistent link: https://www.econbiz.de/10003438299
Saved in:
135
Kundenorientierung und
Kundenzufriedenheit
Dormann, Christian
;
Zapf, Dieter
-
2007
Persistent link: https://www.econbiz.de/10003427146
Saved in:
136
Affective human factors design with ambient intelligence for product ecosystems
Jiao, Roger J.
;
Xu, Qianli
- In:
Mass customization for personalized communication …
,
(pp. 162-181)
.
2010
Persistent link: https://www.econbiz.de/10003913553
Saved in:
137
What makes customers discontent with service providers? : an empirical analysis of complaint handling in information and communication technology services
Chan, Hubert C. Y.
;
Ngai, Eric W. T.
- In:
Journal of business ethics : JOBE
91
(
2010
),
pp. 73-110
Persistent link: https://www.econbiz.de/10008698306
Saved in:
138
The influence of social regard on the customer–service firm relationship : the moderating role of length of relationship
Sabiote, Estela Fernández
;
Román, Sergio
- In:
Journal of business and psychology
24
(
2009
)
4
,
pp. 441-453
Persistent link: https://www.econbiz.de/10003934766
Saved in:
139
Uniting the service trinity in non-profit community organisations : a sequence of studies, reflections and implications for theory and practice in the performing arts
Hume, Margee
;
Sullivan Mort, Gillian
- In:
Handbook of business and finance : multinational …
,
(pp. 79-99)
.
2010
Persistent link: https://www.econbiz.de/10003977092
Saved in:
140
Service work and service workers : exploring the dynamics of front-line service encounters
Ogbonna, Emmanuel
- In:
Reassessing the employment relationship
,
(pp. 375-400)
.
2011
Persistent link: https://www.econbiz.de/10008859627
Saved in:
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