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isPartOf:"Psychology & marketing"
~isPartOf:"Journal of retailing and consumer services"
~subject:"Service quality"
~subject:"USA"
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Service quality
USA
Beziehungsmarketing
681
Relationship marketing
681
Consumer behaviour
533
Konsumentenverhalten
533
Customer satisfaction
287
Kundenzufriedenheit
287
Dienstleistungsqualität
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Internet marketing
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Customer experience
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Customer service
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Customer loyalty
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Prentice, Catherine
6
Gong, Taeshik
4
Park, Jungkun
4
Harun, Ahasan
3
Hollebeek, Linda D.
3
Mortimer, Gary
3
Prybutok, Victor R.
3
Quach, Sara
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Rokonuzzaman, Md
3
Al Khateeb, Amr
2
Alnawas, Ibrahim
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Bilgihan, Anil
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Carpenter, Jason M.
2
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2
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Fazal-e-Hasan, Syed
2
Fernandes, Teresa
2
Francioni, Barbara
2
Heinonen, Kristina
2
Hinson, Robert
2
Islam, Jamid Ul
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Japutra, Arnold
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Karande, Kiran
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Le, Hoang T. P. M.
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Lee, Kangcheol
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Loureiro, Sandra Maria Correia
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Lunardo, Renaud
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Molinillo, Sebastian
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2
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Psychology & marketing
Journal of retailing and consumer services
International journal of hospitality management
131
Journal of business research : JBR
120
The journal of services marketing
112
The service industries journal
77
Services marketing quarterly
59
Journal of hospitality marketing & management
57
Journal of service research : JSR
57
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
56
Journal of travel and tourism marketing
50
International journal of contemporary hospitality management
49
Service business
43
Journal of service management
39
Industrial marketing management : the international journal for industrial and high-tech firms
38
Journal of the Academy of Marketing Science
34
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
32
Tourism management : research, policies, practice
31
Journal of strategic marketing
30
The TQM journal : the international review of organizational improvement
30
Cogent business & management
29
Journal of service research
27
Journal of marketing
26
The international journal of bank marketing : IJBM
26
International journal of services and operations management
24
Asia Pacific journal of marketing and logistics
23
International journal of electronic customer relationship management : IJECRM
23
International journal of quality and service sciences
23
Managing service quality : MSQ ; an international journal
23
Marketing intelligence & planning
23
Journal of air transport management
21
Journal of relationship marketing : innovations & enhancements for customer service, relations & satisfaction
21
The journal of business & industrial marketing
20
Total quality management & business excellence
20
International journal of services, economics and management
19
European journal of marketing : EJM
18
International journal of productivity and quality management : IJPQM
18
Journal of service theory and practice : JSTP
18
International journal of electronic marketing and retailing : IJEMR
17
International journal of quality & reliability management
17
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ECONIS (ZBW)
217
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1
Eliminating customer experience pain points in complex customer journeys through smart service solutions
Holz, Heiko F.
;
Becker, Marc
;
Blut, Markus
;
Paluch, Stefanie
- In:
Psychology & marketing
41
(
2024
)
3
,
pp. 592-609
Persistent link: https://www.econbiz.de/10014467620
Saved in:
2
Ordinary customer experience : conceptualization, characterization, and implications
Heinonen, Kristina
;
Lipkin, Michaela
- In:
Psychology & marketing
40
(
2023
)
9
,
pp. 1720-1736
Persistent link: https://www.econbiz.de/10014338320
Saved in:
3
When and why signaling frontline employee inexperience can prove to be an asset : effects on consumer forgiveness for service failure
Flacandji, Michaël
;
Cusin, Julien
;
Lunardo, Renaud
- In:
Psychology & marketing
40
(
2023
)
12
,
pp. 2728-2742
Persistent link: https://www.econbiz.de/10014432547
Saved in:
4
The customer is often wrong : investigating the influence of customer failures and apologies on frontline service employee well-being
Robertson, Nichola
;
Rotman, Jeffrey
;
MacQuilken, Lisa
; …
- In:
Psychology & marketing
40
(
2023
)
4
,
pp. 825-844
Persistent link: https://www.econbiz.de/10014290864
Saved in:
5
How can customers cope with cognitive demands of professional services? : the role of employee coping support
Garbas, Janina
;
Blaurock, Marah
;
Büttgen, Marion
; …
- In:
Psychology & marketing
40
(
2023
)
5
,
pp. 867-887
Persistent link: https://www.econbiz.de/10014290866
Saved in:
6
Digital presence in service recovery : the interactive effect of customer salutations and employee photographs in email signatures
Walsh, Gianfranco
;
Shiu, Edward
;
Schaarschmidt, Mario
; …
- In:
Psychology & marketing
39
(
2022
)
12
,
pp. 2361-2383
Persistent link: https://www.econbiz.de/10013465198
Saved in:
7
Can chatbot customer service match human service agents on customer satisfaction? : an investigation in the role of trust
Huang, Dongling
;
Markovitch, Dmitri G.
;
Stough, Rusty A.
- In:
Journal of retailing and consumer services
76
(
2024
),
pp. 1-14
Persistent link: https://www.econbiz.de/10014460850
Saved in:
8
The way to generate customer citizenship behavior with customer experience
Le, Hoang T. P. M.
;
Kim, Dongyoup
;
Park, Jungkun
- In:
Journal of retailing and consumer services
76
(
2024
),
pp. 1-10
Persistent link: https://www.econbiz.de/10014460861
Saved in:
9
Integrated banking channel service quality (IBCSQ) : role of IBCSQ for building consumers' relationship quality and brand equity
Sreejesh, S.
- In:
Journal of retailing and consumer services
76
(
2024
),
pp. 1-13
Persistent link: https://www.econbiz.de/10014460872
Saved in:
10
Demonstrating the influencing factors and outcomes of customer experience in omnichannel retail
Zhang, Xueting
;
Park, Younggeun
;
Park, Jaejin
;
Zhang, Hao
- In:
Journal of retailing and consumer services
77
(
2024
),
pp. 1-10
Persistent link: https://www.econbiz.de/10014462160
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