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subject:"Health care"
~isPartOf:"Journal of business research : JBR"
~subject:"Service failure"
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Search: subject_exact:"Dienstleistungsqualität"
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Health care
Service failure
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
Dienstleistungssektor
25
Service industry
25
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
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Produktqualität
12
Satisfaction
12
Unternehmenserfolg
12
China
11
Gesundheitswesen
11
Health care system
11
Customer experience
10
Quality management
10
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33
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McColl-Kennedy, Janet R.
3
Balaji, M. S.
2
Gallan, Andrew S.
2
Huang, Minxue
2
Hutzinger, Clemens
2
Tsang, Alex S. L.
2
Weitzl, Wolfgang
2
Zhou, Nan
2
Zhou, Yuanyuan
2
Alatalo, Sari
1
Alhouti, Sarah
1
Ali, Faizan
1
Armirotto, Vincent
1
Arthur, Jeffrey B.
1
Azemi, Yllka
1
Bacile, Todd J.
1
Baker, Thomas L.
1
Barakshina, Tatiana
1
Bian, Xuemei
1
Biraglia, Alessandro
1
Boukis, Achilleas
1
Béal, Mathieu
1
Cai, Ruiying
1
Cegarra Navarro, Juan Gabriel
1
Cepeda Carrión, Gabriel A.
1
Chen, Tong
1
Cusin, Julien
1
Danaher, Tracey S.
1
Devlin, James
1
Dhakate, Nikhil
1
Disegna, Marta
1
Einwiller, Sabine A.
1
El-Manstrly, Dahlia
1
Figueiredo, Bernardo
1
Flacandji, Michaël
1
Fu, Xiaorong
1
Gerrath, Maximilian H. E. E.
1
Ghazanfar Ali Abbasi
1
Giebelhausen, Michael
1
Go Jefferies, Josephine
1
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Journal of business research : JBR
Health care management review : HCM review
55
Journal of health organization and management
38
International journal of hospitality management
34
Health marketing quarterly
28
The TQM journal : the international review of organizational improvement
24
Quality management journal : QMJ
19
Journal of health economics
18
Journal of retailing and consumer services
18
Total quality management & business excellence
17
Management science : journal of the Institute for Operations Research and the Management Sciences
16
NBER working paper series
16
Technological forecasting & social change : an international journal
16
The service industries journal
16
International journal of quality and service sciences
15
International journal of productivity and quality management : IJPQM
13
NBER Working Paper
13
The journal of services marketing
13
Health care management science
12
Journal of service management
12
Working paper / National Bureau of Economic Research, Inc.
12
Health economics
11
Health economics review
11
International journal of pharmaceutical and healthcare marketing : IJPHM
11
International journal of quality & reliability management
11
The European journal of health economics
11
Manufacturing & service operations management : M & SOM
10
Production and operations management : an international journal of the Production and Operations Management Society
10
Services marketing quarterly
10
Socio-economic planning sciences : the international journal of public sector decision-making
10
The European journal of health economics : HEPAC ; health economics in prevention and care
10
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
10
Production and operations management : the flagship research journal of the Production and Operations Management Society
9
European journal of operational research : EJOR
8
International journal of health care finance and economics
8
International journal of services and operations management
8
Journal of the Academy of Marketing Science
8
OECD health working papers
8
Public management review
8
Service business
8
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ECONIS (ZBW)
33
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1
Would you forgive me? : from perceived justice and complaint handling to customer forgiveness and brand credibility-symmetrical and asymmetrical perspectives
Ali, Faizan
;
El-Manstrly, Dahlia
;
Ghazanfar Ali Abbasi
- In:
Journal of business research : JBR
166
(
2023
),
pp. 1-15
Persistent link: https://www.econbiz.de/10014368203
Saved in:
2
Coping, rumination, and electronic word-of-mouth : segmenting consumer responses to service failure via fuzzy clustering
Gonnon, Martin
;
Taheri, Babak
;
Disegna, Marta
;
Prayag, …
- In:
Journal of business research : JBR
166
(
2023
),
pp. 1-15
Persistent link: https://www.econbiz.de/10014380316
Saved in:
3
A time(ly) perspective of the service recovery paradox : how organizational learning moderates follow-up recovery effects
Lunardo, Renaud
;
Cusin, Julien
;
Flacandji, Michaël
- In:
Journal of business research : JBR
166
(
2023
),
pp. 1-14
Persistent link: https://www.econbiz.de/10014380317
Saved in:
4
Service failures in times of crisis : an analysis of eWOM emotionality
Gerrath, Maximilian H. E. E.
;
Mafael, Alexander
; …
- In:
Journal of business research : JBR
154
(
2023
),
pp. 1-12
Persistent link: https://www.econbiz.de/10013468762
Saved in:
5
Public announcements of employee recognitions from customers and customer satisfaction : longitudinal effects in the healthcare context
Arthur, Jeffrey B.
- In:
Journal of business research : JBR
157
(
2023
),
pp. 1-11
Persistent link: https://www.econbiz.de/10014229167
Saved in:
6
Classification of reviews of e-healthcare services to improve patient satisfaction : insights from an emerging economy
Dhakate, Nikhil
;
Joshi, Rohit
- In:
Journal of business research : JBR
164
(
2023
),
pp. 1-14
Persistent link: https://www.econbiz.de/10014304055
Saved in:
7
Beyond anger : a neutralization perspective of customer revenge
Yang, Chaofan
;
Sun, Yongqiang
;
Shen, Xiao-Liang
- In:
Journal of business research : JBR
146
(
2022
),
pp. 363-374
Persistent link: https://www.econbiz.de/10013271411
Saved in:
8
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:
9
Effects of online commercial friendships on customer revenge following a service failure
Fu, Xiaorong
;
Pang, Jing
;
Gursoy, Dogan
- In:
Journal of business research : JBR
153
(
2022
),
pp. 102-114
Persistent link: https://www.econbiz.de/10013533975
Saved in:
10
Is service recovery of equal importance for private vs public complainers?
Béal, Mathieu
;
Suri, Anshu
;
Nguyen, Nguyen
;
Grégoire, Yany
- In:
Journal of business research : JBR
153
(
2022
),
pp. 392-400
Persistent link: https://www.econbiz.de/10013534061
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