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Customer satisfaction
15,448
Kundenzufriedenheit
13,864
Service quality
6,855
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6,628
Relationship marketing
6,143
Beziehungsmarketing
6,098
Consumer behaviour
6,020
Konsumentenverhalten
5,853
Customer service
3,451
Kundenservice
3,058
customer satisfaction
1,295
Satisfaction
1,114
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1,111
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1,108
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1,064
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1,063
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974
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946
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932
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931
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903
Emotion
901
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892
Urlaubsverhalten
882
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873
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870
Einzelhandel
773
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769
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737
Confidence
736
Hotel industry
686
Brand image
683
Tourism
682
Hotellerie
680
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676
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676
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667
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661
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660
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8,194
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3,067
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3,942
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16
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Han, Heesup
70
Homburg, Christian
60
Mattila, Anna S.
44
Svensson, Göran
37
Aksoy, Lerzan
35
Mittal, Vikas
34
Stauss, Bernd
33
Gustafsson, Anders
31
Bruhn, Manfred
30
Söderlund, Magnus
30
Wong, IpKin Anthony
29
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
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...
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Journal of retailing and consumer services
450
International journal of hospitality management
390
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
179
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
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
110
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 productivity and quality management : IJPQM
79
International journal of services and operations management
76
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
International journal of quality & reliability management
65
European journal of marketing : EJM
63
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ECONIS (ZBW)
16,201
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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61
Assessment of impact of after sales service attributes on customer satisfaction for a home-appliances manufacturing firm
Murali, Sivanesan
;
Pugazhendhi, Singara
;
Muralidharan, …
- In:
International journal of enterprise network management
7
(
2016
)
1
,
pp. 27-41
Persistent link: https://www.econbiz.de/10011592474
Saved in:
62
Delays in services and customer service evaluation : a study of family dining restaurants of Pakistan
Ahmad, Maqsood
;
Naseer, Hina
- In:
Journal of investment and management : JIM
7
(
2018
)
4
,
pp. 108-116
Persistent link: https://www.econbiz.de/10011963316
Saved in:
63
The impact of CRM components system on customer retention in the telecom industry : a case of Y-Telecom in Yemen
Alhakimi, Wail
;
Ghaleb, Abdulsalam
- In:
Middle East journal of management : MEJM
6
(
2019
)
4
,
pp. 378-409
Persistent link: https://www.econbiz.de/10012111773
Saved in:
64
Frontline problem-solving effectiveness : a dynamic analysis of verbal and nonverbal cues
Marinova, Detelina
;
Singh, Sunil K.
;
Singh, Jagdip
- In:
Journal of marketing research : JMR
55
(
2018
)
2
,
pp. 178-192
Persistent link: https://www.econbiz.de/10011844990
Saved in:
65
Classifying customer requirements using Kano model and Kano map : the case of hospital services
Shahin, Arash
;
Akasheh, Sajad
- In:
International journal of productivity and quality …
21
(
2017
)
4
,
pp. 500-515
Persistent link: https://www.econbiz.de/10011816880
Saved in:
66
Methodology implications in automotive product-service systems : a systematic literature review
Sabbagh, Omar
;
Mohd Nizam Ab Rahman
;
Wan Rosmanira Ismail
; …
- In:
Total quality management & business excellence : an …
28
(
2017
)
13
,
pp. 1632-1668
Persistent link: https://www.econbiz.de/10011817067
Saved in:
67
After-sales service quality satisfaction in Indian automobile industry
Yadav, Santosh Kumar
;
Joseph, Dennis
- In:
International journal of business information systems : …
26
(
2017
)
3
,
pp. 362-377
Persistent link: https://www.econbiz.de/10011856619
Saved in:
68
Understanding the impact of service convenience on customer satisfaction in home delivery : evidence from Pakistan
Mehmood, Syeda Marium
;
Arsalan Najmi
- In:
International journal of electronic customer …
11
(
2017/2018
)
1
,
pp. 23-43
Persistent link: https://www.econbiz.de/10011889860
Saved in:
69
Exploring the impacts of service innovation on customer satisfaction in the Telecom industry : a perspective from interactive and supportive service innovations
Ta, Dao Thi
;
Yang, Chia-Han
- In:
International journal of innovation management
22
(
2018
)
7
,
pp. 1850053-1-30
Persistent link: https://www.econbiz.de/10011936228
Saved in:
70
Receiving, recording, and responding to customer complaints : the effects of formalizing customer complaint handling policies in retail firms
Shooshtari, Nader H.
;
Stan, Simona
;
Clouse, Shawn F.
- In:
Services marketing quarterly
39
(
2018
)
3
,
pp. 225-239
Persistent link: https://www.econbiz.de/10011940195
Saved in:
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