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~isPartOf:"Journal of business research : JBR"
~subject:"Dienstleistungssektor"
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Dienstleistungssektor
Dienstleistungsqualität
240
Service quality
240
Customer satisfaction
137
Kundenzufriedenheit
137
Consumer behaviour
111
Konsumentenverhalten
111
Beziehungsmarketing
103
Relationship marketing
103
Beschwerdemanagement
45
Complaint management
45
Customer service
35
Kundenservice
35
Service industry
25
Service failure
23
Service recovery
20
Viral marketing
19
Virales Marketing
19
Customer integration
17
Emotion
17
Kundenintegration
17
Einzelhandel
16
Retail trade
16
Brand management
14
Markenführung
14
Online retailing
14
Online-Handel
14
Brand image
12
Firm performance
12
Markenimage
12
Product quality
12
Produktqualität
12
Satisfaction
12
Unternehmenserfolg
12
China
11
Gesundheitswesen
11
Health care system
11
Customer experience
10
Health care
10
Quality management
10
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25
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25
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25
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English
25
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Wünderlich, Nancy V.
2
Abney, Alexandra K.
1
Ali, Faizan
1
Anderson, Laurel
1
Andreassen, Tor W.
1
Anning-Dorson, Thomas
1
Barnes, Donald C.
1
Biggemann, Sergio
1
Bogicevic, Vanja
1
Bone, Sterling
1
Boukis, Achilleas
1
Bowen, David E.
1
Brengman, Malaika
1
Cai, Ruiying
1
Cepeda-Carrión, Ignacio
1
Chang, Woojung
1
Chen, Pei-Chi
1
Chi, Nai-Wen
1
Chiu, Chun-Chen
1
Chou, Cindy Yunshin
1
Christ-Brendemühl, Sonja
1
Chung, Henry F. L.
1
Collier, Joel E.
1
Cruz-Ros, Sonia
1
De Keyser, Arne
1
Fombelle, Paul W.
1
Gallan, Andrew S.
1
Gauquier, Laurens de
1
Gauri, Dinesh Kumar
1
Golmohammadi, Alireza
1
Gonzalez-Cruz, Tomas F.
1
Gregoire, Yany
1
Gustafsson, Anders
1
Hagebölling, Mona
1
Helkkula, Anu
1
Hibbert, S. A.
1
Ho, Mia Hsiao-Wen
1
Holmlund, Maria
1
Holmqvist, Jonas
1
Huang, Minxue
1
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Journal of business research : JBR
The journal of services marketing
41
The service industries journal
31
Journal of retailing and consumer services
26
Journal of service management
22
International journal of hospitality management
20
Journal of service research : JSR
19
Journal of service research
18
Services marketing quarterly
18
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
16
Service business
15
International journal of production economics
14
Industrial marketing management : the international journal for industrial and high-tech firms
12
International journal of services and operations management
12
International journal of quality & reliability management
11
International journal of contemporary hospitality management
10
Journal of service theory and practice : JSTP
10
European journal of operational research : EJOR
9
International journal of quality and service sciences
9
Journal of the Academy of Marketing Science
9
Benchmarking : an international journal ; BIJ
7
International journal of operations & production management : IJOPM ; the official journal of the European Operations Management Association, EUROMA
7
International journal of services and operations management : IJSOM
7
Journal of global scholars of marketing science : bridging Asia and the world ; JGSMS
7
International journal of research in marketing : IJRM ; official journal of the European Marketing Academy
6
Psychology & marketing
6
International journal of business excellence
5
International journal of services technology and management
5
Journal of air transport management
5
Journal of hospitality marketing & management
5
Managing service quality : MSQ ; an international journal
5
The TQM journal : the international review of organizational improvement
5
Total quality management & business excellence
5
European journal of marketing
4
European review of service economics and management
4
Information & management : the internat. journal of management processes and systems ; journal of IFIP Users Group
4
International journal of information systems in the service sector : IJISSS ; an official publication of the Information Resources Management Association
4
International journal of production research
4
International journal of productivity and quality management : IJPQM
4
International journal of services, economics and management
4
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ECONIS (ZBW)
25
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1
Mitigating immediate and lagged effects of customer mistreatment on service failure and sabotage : critical roles of service recovery behaviors
Wang, I-An
;
Chen, Pei-Chi
;
Chi, Nai-Wen
- In:
Journal of business research : JBR
154
(
2023
),
pp. 1-17
Persistent link: https://www.econbiz.de/10013468630
Saved in:
2
Appropriate service robots in exchange and communal relationships
Chang, Woojung
;
Kim, Kyoungmi
- In:
Journal of business research : JBR
141
(
2022
),
pp. 462-474
Persistent link: https://www.econbiz.de/10013168036
Saved in:
3
In-home service consumption : a systematic review, integrative framework and future research agenda
Tsiotsou, Rodoula H.
;
Boukis, Achilleas
- In:
Journal of business research : JBR
145
(
2022
),
pp. 49-64
Persistent link: https://www.econbiz.de/10013197878
Saved in:
4
Service system transformation through service design : linking analytical dimensions and service design approaches
Koskela-Huotari, Kaisa
;
Patrício, Lia
;
Zhang, Jie
; …
- In:
Journal of business research : JBR
136
(
2021
),
pp. 343-355
Persistent link: https://www.econbiz.de/10012663303
Saved in:
5
Tactical termination of contractual services : an analysis of the phenomenon and its determinants
Hagebölling, Mona
;
Seegebarth, Barbara
; …
- In:
Journal of business research : JBR
137
(
2021
),
pp. 170-181
Persistent link: https://www.econbiz.de/10012665754
Saved in:
6
Transformative hospitality services : a conceptualization and development of organizational dimensions
Gallan, Andrew S.
;
Kabadayi, Sertan
;
Ali, Faizan
; …
- In:
Journal of business research : JBR
134
(
2021
),
pp. 171-183
Persistent link: https://www.econbiz.de/10012643724
Saved in:
7
From stopping to shopping : an observational study comparing a humanoid service robot with a tablet service kiosk to attract and convert shoppers
Brengman, Malaika
;
Gauquier, Laurens de
;
Willems, Kim
; …
- In:
Journal of business research : JBR
134
(
2021
),
pp. 263-274
Persistent link: https://www.econbiz.de/10012643754
Saved in:
8
The role of the service manager’s perceived career success in frontline employees’ learning processes and service improvement
Jong, Ad de
;
Schepers, Jeroen J. L.
;
Lages, Cristiana R.
; …
- In:
Journal of business research : JBR
134
(
2021
),
pp. 601-617
Persistent link: https://www.econbiz.de/10012643924
Saved in:
9
Negative online reviews and consumers' service consumption
Golmohammadi, Alireza
;
Mattila, Anna S.
;
Gauri, Dinesh Kumar
- In:
Journal of business research : JBR
116
(
2020
),
pp. 27-36
Persistent link: https://www.econbiz.de/10012257533
Saved in:
10
Building trust through a personal touch : consumer response to service failure and recovery of home-sharing
Lu, Lu
;
Cai, Ruiying
;
King, Ceridwyn
- In:
Journal of business research : JBR
117
(
2020
),
pp. 99-111
Persistent link: https://www.econbiz.de/10012285524
Saved in:
11
The impact of service employees' technostress on customer satisfaction and delight : a dyadic analysis
Christ-Brendemühl, Sonja
;
Schaarschmidt, Mario
- In:
Journal of business research : JBR
117
(
2020
),
pp. 378-388
Persistent link: https://www.econbiz.de/10012286521
Saved in:
12
Customer engagement and relationships in multi-actor service ecosystems
Sharma, Piyush
;
Jain, Kokil
;
Kingshott, Russel P. J.
; …
- In:
Journal of business research : JBR
121
(
2020
),
pp. 487-494
Persistent link: https://www.econbiz.de/10012417370
Saved in:
13
Customer engagement, consumption and firm performance in a multi-actor service eco-system : the moderating role of resource integration
Ho, Mia Hsiao-Wen
;
Chung, Henry F. L.
;
Kingshott, Russel
; …
- In:
Journal of business research : JBR
121
(
2020
),
pp. 557-566
Persistent link: https://www.econbiz.de/10012417377
Saved in:
14
Customer involvement capability and service firm performance : the mediating role of innovation
Anning-Dorson, Thomas
- In:
Journal of business research : JBR
86
(
2018
),
pp. 269-280
Persistent link: https://www.econbiz.de/10011855330
Saved in:
15
Idiosyncratic service experiences : when customers desire the extraordinary in a service encounter
Collier, Joel E.
;
Barnes, Donald C.
;
Abney, Alexandra K.
; …
- In:
Journal of business research : JBR
84
(
2018
),
pp. 150-161
Persistent link: https://www.econbiz.de/10011802860
Saved in:
16
Facilitating customer adherence to complex services through multi-interface interactions : the case of a weight loss service
Temerak, M. S.
;
Winklhofer, Heidi
;
Hibbert, S. A.
- In:
Journal of business research : JBR
88
(
2018
),
pp. 265-276
Persistent link: https://www.econbiz.de/10011869729
Saved in:
17
The authentic service employee : service employees' language use for authentic service experiences
Kraak, Johannes Marcelus
;
Holmqvist, Jonas
- In:
Journal of business research : JBR
72
(
2017
),
pp. 199-209
Persistent link: https://www.econbiz.de/10011645572
Saved in:
18
Renew or cancel? : drivers of customer renewal decisions for IT-based service contracts
Wangenheim, Florian von
;
Wünderlich, Nancy V.
; …
- In:
Journal of business research : JBR
79
(
2017
),
pp. 181-188
Persistent link: https://www.econbiz.de/10011745251
Saved in:
19
"Service Encounter 2.0" : an investigation into the roles of technology, employees and customers
Larivière, Bart
;
Bowen, David E.
;
Andreassen, Tor W.
; …
- In:
Journal of business research : JBR
79
(
2017
),
pp. 238-246
Persistent link: https://www.econbiz.de/10011745302
Saved in:
20
Service encounters, experiences and the customer journey : defining the field and a call to expand our lens
Voorhees, Clay M.
;
Fombelle, Paul W.
;
Gregoire, Yany
; …
- In:
Journal of business research : JBR
79
(
2017
),
pp. 269-280
Persistent link: https://www.econbiz.de/10011745316
Saved in:
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