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isPartOf:"Journal of marketing"
~isPartOf:"The TQM journal : the international review of organizational improvement"
~subject:"Beziehungsmarketing"
~type:"article"
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Beziehungsmarketing
Customer service
22
Kundenservice
22
Relationship marketing
13
Customer satisfaction
12
Kundenzufriedenheit
12
Dienstleistungsqualität
11
Service quality
11
Consumer behaviour
5
Konsumentenverhalten
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Quality management
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Qualitätsmanagement
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frontline employees
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Ruyter, Ko de
2
Andrews, Michelle
1
Bitner, Mary Jo
1
Bolander, Willy
1
Bonfanti, Angelo
1
Brown, Stephen Walter
1
Cano-Kourouklis, Michele
1
Challagalla, Goutam
1
Cheng, Lai-yu
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Cote, Joseph A.
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Falk, Tomas
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Hochstein, Bryan
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Jong, Ad de
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1
Kohli, Ajay Kumar
1
Köhler, Clemens F.
1
Leung, Fine F.
1
Mandel, Naomi
1
Mascio, Rita Di
1
McCrory, Barbara
1
McMillan, Janice
1
Mendes, Júlio
1
Moura, Luiz Rodrigo Cunha
1
Moyes, David
1
Oliveira, Alessandro Silva de
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Pilcher, Nick
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Plouffe, Christopher R.
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Rohm, Andrew J.
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Souki, Gustavo Quiroga
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Tse, Caleb H.
1
Venkatesh, R.
1
Wetzels, Martin
1
Yang, Ching-chow
1
Yang, King Jang
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Journal of marketing
The TQM journal : the international review of organizational improvement
The journal of services marketing
39
Journal of retailing and consumer services
35
Journal of business research : JBR
32
International journal of hospitality management
30
The service industries journal
16
Journal of service research : JSR
15
Journal of service research
14
International journal of contemporary hospitality management
10
Journal of service theory and practice
10
Journal of service theory and practice : JSTP
10
Managing service quality : MSQ ; an international journal
9
Services marketing quarterly
9
International journal of business and economics
8
Journal of the Academy of Marketing Science
8
Service business
8
International journal of services and operations management
7
Journal of retailing
7
Journal of hospitality marketing & management
6
Journal of service management
6
Psychology & marketing
6
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
6
European journal of marketing
5
European journal of marketing : EJM
5
International journal of consumer studies
5
International journal of operations & production management : IJOPM ; the official journal of the European Operations Management Association, EUROMA
5
International journal of quality and service sciences
5
International journal of services and standards
5
Journal of travel and tourism marketing
5
Manufacturing & service operations management : M & SOM
5
Marketing : ZFP ; journal of research and management
5
Business horizons
4
Business process management journal
4
Harvard-Business-Manager : das Wissen der Besten
4
Industrial marketing management : the international journal for industrial and high-tech firms
4
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
4
The Cornell hospitality quarterly
4
The journal of applied business research
4
California management review
3
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ECONIS (ZBW)
13
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1
Do memorable restaurant experiences affect eWOM? : the moderating effect of consumers' behavioural engagement on social networking sites
Souki, Gustavo Quiroga
;
Oliveira, Alessandro Silva de
; …
- In:
The TQM journal : the international review of …
35
(
2023
)
8
,
pp. 2255-2281
Persistent link: https://www.econbiz.de/10014457640
Saved in:
2
Highlighting effort versus talent in service employee performance : customer attributions and responses
Leung, Fine F.
;
Kim, Sara
;
Tse, Caleb H.
- In:
Journal of marketing
84
(
2020
)
3
,
pp. 106-121
Persistent link: https://www.econbiz.de/10012214934
Saved in:
3
The unintended consequence of price-based service recovery incentives
Kanuri, Vamsi K.
;
Andrews, Michelle
- In:
Journal of marketing
83
(
2019
)
5
,
pp. 57-77
Persistent link: https://www.econbiz.de/10012176134
Saved in:
4
A holistic framework to embed good company practice for customer retention
McCrory, Barbara
;
Pilcher, Nick
;
McMillan, Janice
- In:
The TQM journal : the international review of …
29
(
2017
)
2
,
pp. 257-275
Persistent link: https://www.econbiz.de/10011643357
Saved in:
5
Does the customer matter most? : exploring strategic frontline employees’ influence of customers, the internal business team, and external business partners
Plouffe, Christopher R.
;
Bolander, Willy
;
Cote, Joseph A.
; …
- In:
Journal of marketing
80
(
2016
)
1
,
pp. 106-123
Persistent link: https://www.econbiz.de/10011507463
Saved in:
6
Testing the three Rs model of service quality
Moyes, David
;
Cano-Kourouklis, Michele
;
Scott, Joan
- In:
The TQM journal : the international review of …
28
(
2016
)
3
,
pp. 455-466
Persistent link: https://www.econbiz.de/10011508277
Saved in:
7
Customers' needs and expectations on servicescape surveillance management
Bonfanti, Angelo
- In:
The TQM journal : the international review of …
28
(
2016
)
6
,
pp. 887-906
Persistent link: https://www.econbiz.de/10011616669
Saved in:
8
Branded service encounters : strategically aligning employee behavior with the brand positioning
Sirianni, Nancy J.
;
Bitner, Mary Jo
;
Brown, Stephen Walter
- In:
Journal of marketing
77
(
2013
)
6
,
pp. 108-123
Persistent link: https://www.econbiz.de/10010203344
Saved in:
9
Principles and principals : do customer stewardship and agency control compete or complement when shaping frontline employee behavior?
Scheper, Jeroen
;
Falk, Tomas
;
Ruyter, Ko de
;
Jong, Ad de
; …
- In:
Journal of marketing
76
(
2012
)
6
,
pp. 1-20
Persistent link: https://www.econbiz.de/10009670272
Saved in:
10
Return on interactivity : the impact of online agents on newcomer adjustment
Köhler, Clemens F.
;
Rohm, Andrew J.
;
Ruyter, Ko de
; …
- In:
Journal of marketing
75
(
2011
)
2
,
pp. 93-108
Persistent link: https://www.econbiz.de/10008935841
Saved in:
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