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Customer satisfaction
15,533
Kundenzufriedenheit
13,950
Service quality
6,903
Dienstleistungsqualität
6,676
Relationship marketing
6,190
Beziehungsmarketing
6,145
Consumer behaviour
6,077
Konsumentenverhalten
5,910
Customer service
3,468
Kundenservice
3,075
customer satisfaction
1,299
Satisfaction
1,126
Online-Handel
1,119
Online retailing
1,116
Job satisfaction
1,078
Arbeitszufriedenheit
1,077
Qualitätsmanagement
975
Quality management
947
Electronic Commerce
934
Deutschland
933
Emotion
909
Germany
904
E-commerce
895
Urlaubsverhalten
894
Holiday behaviour
893
Beschwerdemanagement
880
Complaint management
877
Einzelhandel
775
Retail trade
772
Vertrauen
745
Confidence
744
Brand image
694
Hotel industry
693
Tourism
693
Hotellerie
687
Markenimage
687
Brand management
681
Markenführung
672
Tourismus
671
Verbraucherzufriedenheit
661
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Undetermined
8,261
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3,090
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Article
15,385
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3,942
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21
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16
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11,753
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11,753
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1,341
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1,203
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1,203
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610
Graue Literatur
489
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489
Thesis
464
Working Paper
338
Arbeitspapier
311
Case study
187
Fallstudie
187
Collection of articles of several authors
173
Sammelwerk
173
case-report
121
Conference paper
111
Konferenzbeitrag
111
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109
Aufsatzsammlung
109
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94
conceptual-paper
83
review-article
80
Ratgeber
73
Bibliografie enthalten
68
Bibliography included
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Guidebook
67
review
54
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52
viewpoint
47
Collection of articles written by one author
33
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33
non-article
29
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24
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20
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17
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English
16,662
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2,038
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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
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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Published in...
All
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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Source
All
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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71
The effect of service innovation on service loyalty in post offices
Shaian Kiumarsi
;
Salmi Mohd Isa
;
Jayaraman, Krishnaswamy
; …
- In:
International journal of business innovation and …
21
(
2020
)
1
,
pp. 108-127
Persistent link: https://www.econbiz.de/10012149128
Saved in:
72
The impact of service recovery output/process on customer satisfaction and loyalty : the case of the airline industry
Etemad-Sajadi, Reza
;
Bohrer, Laura
- In:
Tourism and hospitality research : THR
19
(
2019
)
2
,
pp. 259-266
Persistent link: https://www.econbiz.de/10012165672
Saved in:
73
Impact of after-sales service on consumer behavioural intentions
Aslam, Wajeeha
;
Farhat, Kashif
- In:
International journal of business and systems research …
14
(
2020
)
1
,
pp. 44-55
Persistent link: https://www.econbiz.de/10012168722
Saved in:
74
Emotion cycles in services : emotional contagion and emotional labor effects
Liu, Xiao-Yu
;
Chi, Nai-Wen
;
Gremler, Dwayne D.
- In:
Journal of service research
22
(
2019
)
3
,
pp. 285-300
Persistent link: https://www.econbiz.de/10012126410
Saved in:
75
The transformation of customer satisfaction become customer delight
Wolor, Christian Wiradendi
;
Efendy, Hady
- In:
Inventi impact: retailing & consumer services
(
2018
)
2
,
pp. 72-92
Persistent link: https://www.econbiz.de/10012130296
Saved in:
76
The impact of serviceability-oriented dimensions on after-sales service cost and customer satisfaction
Syahrial, Erialdi
;
Suzuki, Hideo
;
Schvaneveldt, Shane J.
- In:
Total quality management & business excellence
30
(
2019
)
11
,
pp. 1257-1281
Persistent link: https://www.econbiz.de/10012199836
Saved in:
77
The HWWP, a refined IVA-Kano model for designing new delightful products or services
Potra, Sabina Alina
;
Izvercian, Monica
;
Pugna, Adrian Pavel
- In:
Total quality management & business excellence : an …
28
(
2017
)
1/2
,
pp. 104-117
Persistent link: https://www.econbiz.de/10011730228
Saved in:
78
Service recovery and customer satisfaction in container liner shipping industry : an ordered logit approach
Hirata, Enna
- In:
International journal of shipping and transport …
12
(
2020
)
6
,
pp. 563-575
Persistent link: https://www.econbiz.de/10012522827
Saved in:
79
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:
80
Measuring the effectiveness of first service encounter in public transportation : an empirical investigation
Srivastava, Govind Nath
- In:
International journal of business innovation and …
24
(
2021
)
1
,
pp. 100-123
Persistent link: https://www.econbiz.de/10012507171
Saved in:
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