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subject:"Service quality"
~isPartOf:"Journal of marketing management : MM"
~isPartOf:"Journal of service research : JSR"
~language:"eng"
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Service quality
Emotion
53
Consumer behaviour
31
Konsumentenverhalten
31
Beziehungsmarketing
14
Relationship marketing
14
Customer satisfaction
12
Kundenzufriedenheit
12
Dienstleistungsqualität
11
emotions
7
Anthropologie
6
Anthropology
6
Beschwerdemanagement
6
Complaint management
6
Advertising effects
5
Großbritannien
5
United Kingdom
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Werbewirkung
5
Customer service
4
Kundenservice
4
Market research
4
Marketing management
4
Marketingmanagement
4
Marktforschung
4
Salespeople
4
Verkaufspersonal
4
frontline employees
4
Animals
3
Arbeitsverhalten
3
Arbeitszufriedenheit
3
Cognition
3
Cultural identity
3
Job satisfaction
3
Kognition
3
Kulturelle Identität
3
Measurement
3
Messung
3
Tiere
3
Work behaviour
3
anger
3
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11
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English
Author
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McColl-Kennedy, Janet R.
2
Patterson, Paul G.
2
Bartl, Christopher
1
Birgelen, Marcel van
1
Brady, Michael K.
1
Daunt, Kate L.
1
DeWitt, Tom
1
Delcourt, Cécile
1
Du, Jiangang
1
Fan, Xiucheng
1
Feng, Tianjun
1
Garry, Tony
1
Gouthier, Matthias H. J.
1
Gremler, Dwayne D.
1
Harris, Lloyd C.
1
Hoyer, Wayne D.
1
Krohmer, Harley
1
Lenker, Markus
1
Malaer, Lucia
1
Marshall, Roger
1
Nguyen, Doan T.
1
Nyffenegger, Bettina
1
Riel, Allard C. R. van
1
Schoefer, Klaus
1
Surachartkumtonkun, Jiraporn
1
White, Christopher J.
1
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Journal of marketing management : MM
Journal of service research : JSR
International journal of hospitality management
51
Journal of retailing and consumer services
25
International journal of contemporary hospitality management
19
Journal of business research : JBR
17
Journal of hospitality marketing & management
13
The journal of services marketing
13
Journal of travel and tourism marketing
9
The service industries journal
8
Service business
7
Tourism management perspectives : TMP
7
International journal of quality and service sciences
6
Journal of Asian finance, economics and business : JAFEB
6
Journal of service management
6
Journal of service research
6
Journal of service theory and practice : JSTP
6
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
6
European journal of marketing : EJM
5
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
5
Managing service quality : MSQ ; an international journal
5
Psychology & marketing
5
Total quality management & business excellence
5
Tourism management : research, policies, practice
5
Journal of health organization and management
4
Journal of service theory and practice
4
Marketing letters : a journal of research in marketing
4
Services marketing quarterly
4
Tourism review
4
Health marketing quarterly
3
Information & management : the internat. journal of management processes and systems ; journal of IFIP Users Group
3
International journal of services and operations management
3
International journal of shipping and transport logistics : IJSTL
3
International review on public and non-profit marketing
3
Journal for global business advancement : JGBA
3
Journal of air transport management
3
Journal of global scholars of marketing science : bridging Asia and the world ; JGSMS
3
Journal of the Academy of Marketing Science
3
Nepalese journal of economics : a publication of Uniglobe College
3
Technological forecasting & social change : an international journal
3
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ECONIS (ZBW)
11
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11
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date (oldest first)
1
Employee emotional competence : construct conceptualization and validation of a customer-based measure
Delcourt, Cécile
;
Gremler, Dwayne D.
;
Riel, Allard C. …
- In:
Journal of service research : JSR
19
(
2016
)
1
,
pp. 72-87
Persistent link: https://www.econbiz.de/10011433201
Saved in:
2
Geysers or bubbling hot springs? : a cross-cultural examination of customer rage from Eastern and Western perspectives
Patterson, Paul G.
;
Brady, Michael K.
;
McColl-Kennedy, …
- In:
Journal of service research : JSR
19
(
2016
)
3
,
pp. 243-259
Persistent link: https://www.econbiz.de/10011665370
Saved in:
3
Unpacking customer rage elicitation : a dynamic model
Surachartkumtonkun, Jiraporn
;
McColl-Kennedy, Janet R.
; …
- In:
Journal of service research : JSR
18
(
2015
)
2
,
pp. 177-192
Persistent link: https://www.econbiz.de/10011283710
Saved in:
4
Service brand relationship quality : hot or cold?
Nyffenegger, Bettina
;
Krohmer, Harley
;
Hoyer, Wayne D.
; …
- In:
Journal of service research : JSR
18
(
2015
)
1
,
pp. 90-106
Persistent link: https://www.econbiz.de/10010483436
Saved in:
5
Group emotional contagion and complaint intentions in group service failure : the role of group size and group familiarity
Du, Jiangang
;
Fan, Xiucheng
;
Feng, Tianjun
- In:
Journal of service research : JSR
17
(
2014
)
3
,
pp. 326-338
Persistent link: https://www.econbiz.de/10010393227
Saved in:
6
Delighting consumers click by click : antecedents and effects of delight online
Bartl, Christopher
;
Gouthier, Matthias H. J.
;
Lenker, Markus
- In:
Journal of service research : JSR
16
(
2013
)
3
,
pp. 386-399
Persistent link: https://www.econbiz.de/10009782120
Saved in:
7
Exploring the forms of dysfunctional customer behaviour : a study of differences in servicescape and customer disaffection with service
Daunt, Kate L.
;
Harris, Lloyd C.
- In:
Journal of marketing management : MM
28
(
2012
)
1/2
,
pp. 129-153
Persistent link: https://www.econbiz.de/10009488952
Saved in:
8
Cultural moderation in the formation of recovery satisfaction judgments : a cognitive-affective perspective
Schoefer, Klaus
- In:
Journal of service research : JSR
13
(
2010
)
1
,
pp. 52-66
Persistent link: https://www.econbiz.de/10003959016
Saved in:
9
The impact of emotions on service quality, satisfaction, and positive word-of-mouth intentions over time
White, Christopher J.
- In:
Journal of marketing management : MM
26
(
2010
)
5/6
,
pp. 381-394
Persistent link: https://www.econbiz.de/10003995599
Saved in:
10
Exploring customer loyalty following service recovery : the mediating effects of trust and emotions
DeWitt, Tom
;
Nguyen, Doan T.
;
Marshall, Roger
- In:
Journal of service research : JSR
10
(
2007/08
)
3
,
pp. 269-281
Persistent link: https://www.econbiz.de/10003705604
Saved in:
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