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language:"eng"
~isPartOf:"Journal of service research"
~source:"econis"
~subject:"Dienstleistungsqualität"
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Search: subject_exact:"Kundenorientierung"
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Dienstleistungsqualität
Beziehungsmarketing
49
Relationship marketing
49
Service quality
26
Consumer behaviour
25
Konsumentenverhalten
25
Customer satisfaction
20
Kundenzufriedenheit
20
Customer service
14
Kundenservice
14
Customer integration
11
Kundenintegration
11
Dienstleistungssektor
10
Service industry
10
Beschwerdemanagement
8
Complaint management
8
customer experience
6
Dienstleistung
5
Services
5
Betriebliche Wertschöpfung
4
Emotion
4
Salespeople
4
Social Web
4
Social web
4
Value creation
4
Verkaufspersonal
4
service recovery
4
Arbeitskräfte
3
Arbeitsverhalten
3
Artificial intelligence
3
Automation
3
Automatisierung
3
Brand image
3
Customer value
3
Kundenwert
3
Künstliche Intelligenz
3
Markenimage
3
Work behaviour
3
Workforce
3
customer engagement
3
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Undetermined
24
Free
2
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Article
25
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1
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26
Aufsatz in Zeitschrift
26
Aufsatzsammlung
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English
Author
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Becker, Jan U.
2
Brady, Michael K.
2
Grégoire, Yany
2
Hollebeek, Linda D.
2
Lemon, Katherine N.
2
Mattila, Anna S.
2
Ostrom, Amy L.
2
Spann, Martin
2
Sprott, David E.
2
Walsh, Gianfranco
2
Albrecht, Arne Keno
1
Anderson, Laurel
1
Andzulis, James
1
Auh, Seigyoung
1
Azzari, Courtney Nations
1
Barrot, Christian
1
Beatty, Sharon E.
1
Beck, Jonathan M.
1
Belanche, Daniel
1
Bilstein, Nicola
1
Blut, Markus
1
Bolton, Lisa E.
1
Bone, Sterling A.
1
Brach, Simon
1
Brennan, Louis
1
Béal, Mathieu
1
Casaló, Luis V.
1
Choi, Sungwoo
1
De Keyser, Arne
1
DeTienne, Kristen Bell
1
Dechant, Andrea
1
Downey, Hilary
1
Fennell, Patrick B.
1
Field, Joy M.
1
Flavián Blanco, Carlos
1
Fotheringham, Darima
1
Gao, Lily
1
Glikson, Ella
1
Go Jefferies, Josephine
1
Groth, Markus
1
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Journal of service research
Journal of retailing and consumer services
180
International journal of hospitality management
116
Journal of business research : JBR
103
The journal of services marketing
96
The service industries journal
74
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
56
Journal of hospitality marketing & management
54
Services marketing quarterly
50
Journal of service research : JSR
47
International journal of contemporary hospitality management
46
Journal of travel and tourism marketing
43
Service business
42
Journal of service management
37
Cogent business & management
29
The TQM journal : the international review of organizational improvement
29
Tourism management : research, policies, practice
29
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
27
Journal of strategic marketing
26
Industrial marketing management : the international journal for industrial and high-tech firms
25
The international journal of bank marketing : IJBM
25
International journal of quality and service sciences
23
Asia Pacific journal of marketing and logistics
22
Journal of the Academy of Marketing Science
22
International journal of services and operations management
21
Journal of air transport management
21
Managing service quality : MSQ ; an international journal
21
Marketing intelligence & planning
20
Total quality management & business excellence
20
International journal of services, economics and management
19
International journal of electronic customer relationship management : IJECRM
18
International journal of productivity and quality management : IJPQM
18
Psychology & marketing
18
International journal of quality & reliability management
17
Journal of marketing
16
Journal of relationship marketing : innovations and enhancements for customer service, relations, and satisfaction
16
Journal of service theory and practice : JSTP
16
European journal of marketing : EJM
15
Journal of Asian finance, economics and business : JAFEB
15
Journal of relationship marketing : innovations & enhancements for customer service, relations & satisfaction
15
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ECONIS (ZBW)
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1
How smart should a service robot be?
Schepers, Jeroen
;
Belanche, Daniel
;
Casaló, Luis V.
; …
- In:
Journal of service research
25
(
2022
)
4
,
pp. 565-582
Persistent link: https://www.econbiz.de/10013395997
Saved in:
2
Consumers on the job : contextualization crafting in expert services
Azzari, Courtney Nations
;
Anderson, Laurel
;
Mende, Martin
; …
- In:
Journal of service research
24
(
2021
)
4
,
pp. 520-541
Persistent link: https://www.econbiz.de/10012662583
Saved in:
3
Not my circus, not my monkeys? : frontline employee perceptions of customer deviant behaviors and service firms' guardianship policies
Fennell, Patrick B.
;
Lorenz, Melanie P.
;
Hall, Kristina …
- In:
Journal of service research
26
(
2023
)
3
,
pp. 422-440
Persistent link: https://www.econbiz.de/10014325997
Saved in:
4
How do observers react to companies' humorous responses to online public complaints?
Béal, Mathieu
;
Grégoire, Yany
- In:
Journal of service research
25
(
2022
)
2
,
pp. 242-259
Persistent link: https://www.econbiz.de/10013268018
Saved in:
5
It went downhill from there : the spillover effect from previous customer mistreatment on frontline employees' service delivery
Yue, Yumeng
;
Wang, Karyn L.
;
Groth, Markus
- In:
Journal of service research
25
(
2022
)
3
,
pp. 478-493
Persistent link: https://www.econbiz.de/10013395983
Saved in:
6
Rise of the machines? : customer engagement in automated service interactions
Hollebeek, Linda D.
;
Sprott, David E.
;
Brady, Michael K.
- In:
Journal of service research
24
(
2021
)
1
,
pp. 3-8
Persistent link: https://www.econbiz.de/10012426746
Saved in:
7
Special issue: customer engagement in automated service interactions
Hollebeek, Linda D.
(
ed.
);
Sprott, David E.
(
ed.
); …
-
2021
Persistent link: https://www.econbiz.de/10012426830
Saved in:
8
Bringing service interactions into focus : prevention- versus promotion-focused customers' sensitivity to employee display authenticity
Lechner, Andreas
;
Mathmann, Frank
- In:
Journal of service research
24
(
2021
)
2
,
pp. 284-300
Persistent link: https://www.econbiz.de/10012522541
Saved in:
9
Service failure and recovery at the crossroads : recommendations to revitalize the field and its influence : editorial
Grégoire, Yany
;
Mattila, Anna S.
- In:
Journal of service research
24
(
2021
)
3
,
pp. 323-328
Persistent link: https://www.econbiz.de/10012592932
Saved in:
10
Service research priorities : managing and delivering service in turbulent times
Ostrom, Amy L.
;
Field, Joy M.
;
Fotheringham, Darima
; …
- In:
Journal of service research
24
(
2021
)
3
,
pp. 329-353
Persistent link: https://www.econbiz.de/10012592938
Saved in:
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