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subject:"Dienstleistungsmanagement"
~isPartOf:"International journal of hospitality management"
~subject:"Germany"
~subject:"Work behaviour"
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Dienstleistungsmanagement
Germany
Work behaviour
Customer service
70
Kundenservice
70
Dienstleistungsqualität
55
Service quality
55
Customer satisfaction
42
Kundenzufriedenheit
42
Consumer behaviour
33
Konsumentenverhalten
33
Beziehungsmarketing
30
Relationship marketing
30
Hotel industry
17
Hotellerie
17
Arbeitsverhalten
15
Beschwerdemanagement
14
Complaint management
14
Emotion
14
Gastgewerbe
12
Hospitality industry
12
Tourism employees
12
Tourismusberufe
12
Arbeitszufriedenheit
9
Gastronomie
9
Job satisfaction
9
Restaurant industry
9
Robot
8
Roboter
8
Service encounter
8
Dienstleistung
7
Dienstleistungssektor
7
Hospital
7
Krankenhaus
7
Service industry
7
Services
7
Service failure
6
Service recovery
6
Service robot
6
USA
6
United States
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19
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Cheng, Bao
2
Babalola, Mayowa
1
Bai, Billy
1
Bizjak, Boštjan
1
Chang, Kuo-Chien
1
Chen, Haixiao
1
Cheng, Tan
1
Choi, Youngsoo
1
Dong, Yun
1
Fabjan, Daša3
1
Fu, Yang
1
Guo, Gongxing
1
Guo, Yulang
1
Gutierrez, Leopoldo
1
Hu, Rong
1
Huan, Li
1
Huang, Xiaoyu
1
Karatepe, Osman M.
1
Kim, Haemi
1
Kim, Peter Beomcheol
1
Kim, Seongseop
1
Kim, Seontaik
1
Knežević, Mladen
1
Kruesi, Michael Alexander
1
Kukulj, Staša
1
Kwan, Ho Kwong
1
Lai, Jennifer Y. M.
1
Lam, Long W.
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Li, Dongmei
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Li, Minglong
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Li, Shanshi
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Lin, Derong
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Lin, Meizhen
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Lloréns-Montes, Francisco Javier
1
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International journal of hospitality management
SpringerLink / Bücher
19
Gabler Edition Wissenschaft
11
Journal of retailing and consumer services
9
The journal of services marketing
9
Journal of business research : JBR
8
Journal of service research : JSR
8
Die Zukunft des Customer Service : Analysen, Strategien, Konzeptionen
7
Europäische Hochschulschriften / 5
7
Journal of service management
7
Springer eBook Collection / Business and Economics
6
Hybride Wertschöpfung : mobile Anwendungssysteme für effiziente Dienstleistungsprozesse im technischen Kundendienst
5
International journal of contemporary hospitality management
5
Berichte aus der Betriebswirtschaft
4
Forschungsbeiträge des Lehrstuhls Univ.-Prof. Dr. Anton Meyer und der Fördergesellschaft Finanzdienstleistungs-Marketing (FFM) e.V. an der Johannes-Gutenberg-Universität Mainz
4
Journal of service theory and practice : JSTP
4
Schriften zu Marketing und Management
4
Schriftenreihe Schwerpunkt Marketing / Arbeitspapier
4
Service Design : innovative Services und exzellente Kundenerlebnisse gestalten
4
Gabler Edition Wissenschaft : Focus Dienstleistungsmarketing
3
Harvard-Business-Manager : das Wissen der Besten
3
Journal of marketing
3
Journal of service research
3
Kundenbeziehungen im Dienstleistungsbereich
3
Management decision : MD
3
Tourism management : research, policies, practice
3
Zeitschrift für die gesamte Versicherungswissenschaft : Zeitschrift des Deutschen Vereins für Versicherungswissenschaft e.V.
3
Advances in services marketing
2
Aftersales in der Automobilwirtschaft : Konzepte für Ihren Erfolg
2
Arbeitsmarktpolitik in der sozialen Marktwirtschaft : vom Arbeitsförderungsgesetz zum Sozialgesetzbuch II und III
2
Autohaus
2
Bank 2025 : digital meets stationär
2
Business-Profi
2
Change Management in der Praxis : Beispiele, Methoden, Instrumente
2
Die Zukunft von Dienstleistungen : ihre Auswirkung auf Arbeit, Umwelt und Lebensqualität
2
Erfolgsfaktor Standortplanung : in- und ausländische Standorte richtig bewerten
2
Essentials
2
Hamburger Schriften zur Marketingforschung
2
Human resource management review
2
Interactive Marketing im Web 2.0+ : Konzepte und Anwendungen für ein erfolgreiches Marketingmanagement im Internet
2
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ECONIS (ZBW)
19
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1
Effects of leader behaviors on extra-role proactive service : the role of cultural tightness-looseness
Rescalvo-Martin, Elisa
;
Gutierrez, Leopoldo
; …
- In:
International journal of hospitality management
117
(
2024
),
pp. 1-12
Persistent link: https://www.econbiz.de/10014457831
Saved in:
2
Putting customer service at risk : why and when family ostracism relates to customer-oriented behaviors
Rahaman, H. M. Saidur
;
Kwan, Ho Kwong
;
Babalola, Mayowa
; …
- In:
International journal of hospitality management
109
(
2023
),
pp. 1-11
Persistent link: https://www.econbiz.de/10014282484
Saved in:
3
The inverted-U influence of leader benevolence on extra-role customer service behavior
Zhang, Fan
;
Huan, Li
;
Liu, Shijie
- In:
International journal of hospitality management
111
(
2023
),
pp. 1-10
Persistent link: https://www.econbiz.de/10014311462
Saved in:
4
Customer verbal aggression and employee service sabotage : the mediating role of perceived discrimination
Lin, Derong
;
Shi, Zhao
;
Kim, Haemi
;
Qu, Hailin
- In:
International journal of hospitality management
107
(
2022
),
pp. 1-11
Persistent link: https://www.econbiz.de/10014227719
Saved in:
5
Proactivity or passivity? : an investigation of the effect of service robots' proactive behaviour on customer co-creation intention
Xie, Lishan
;
Liu, Canmian
;
Li, Dongmei
- In:
International journal of hospitality management
106
(
2022
),
pp. 1-12
Persistent link: https://www.econbiz.de/10013383252
Saved in:
6
A systematic review of AI technology-based service encounters : implications for hospitality and tourism operations
Li, Minglong
;
Yin, Dexiang
;
Qiu, Hailian
;
Bai, Billy
- In:
International journal of hospitality management
95
(
2021
),
pp. 1-10
Persistent link: https://www.econbiz.de/10012547997
Saved in:
7
The effects of service climate and internal service quality on frontline hotel employees' service-oriented behaviors
Lin, Meizhen
;
Ling, Qian
;
Liu, Yanling
;
Hu, Rong
- In:
International journal of hospitality management
97
(
2021
),
pp. 1-10
Persistent link: https://www.econbiz.de/10012820015
Saved in:
8
Frontline employee anger in response to customer incivility : antecedents and consequences
Li, Shanshi
;
Zhan, Jueying
;
Cheng, Bao
;
Scott, Noel
- In:
International journal of hospitality management
96
(
2021
),
pp. 1-12
Persistent link: https://www.econbiz.de/10012585684
Saved in:
9
An examination of the progressive effects of hotel frontline employees' brand perceptions on desirable service outcomes
Kim, Seongseop
;
Kim, Peter Beomcheol
;
Kim, Seontaik
; …
- In:
International journal of hospitality management
84
(
2020
),
pp. 1-9
Persistent link: https://www.econbiz.de/10012146201
Saved in:
10
Customer mistreatment and employee well-being : a daily diary study of recovery mechanisms for frontline restaurant employees in a hotel
Fu, Yang
;
Lu, Mengqian
;
Huang, Xiaoyu
- In:
International journal of hospitality management
91
(
2020
),
pp. 1-9
Persistent link: https://www.econbiz.de/10012389407
Saved in:
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