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type:"article"
~isPartOf:"Total quality management & business excellence"
~subject:"Customer service"
~subject:"Hotel industry"
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Customer service
Hotel industry
Dienstleistungsqualität
90
Service quality
90
Customer satisfaction
50
Kundenzufriedenheit
50
Quality management
43
Qualitätsmanagement
43
service quality
32
Consumer behaviour
22
Konsumentenverhalten
22
Beziehungsmarketing
20
Relationship marketing
20
Product quality
18
Produktqualität
18
Gesundheitsversorgung
17
Health care
17
Hospital
14
Krankenhaus
14
customer satisfaction
13
Gesundheitswesen
11
Health care system
11
SERVQUAL
11
Measurement
10
Messung
10
healthcare
8
Fuzzy sets
7
Fuzzy-Set-Theorie
7
Higher education institution
6
Hochschule
6
Dienstleistungssektor
5
Emotion
5
Hotellerie
5
Patienten
5
Patients
5
Service industry
5
Bibliometrics
4
Bibliometrie
4
Business process management
4
Kano model
4
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English
9
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Abu Khait, Rawan
1
Ahmad, Mansoor
1
Akhtar, Farheen
1
Azad, Mohsen Farzaneh
1
Bani-Melhem, Shaker
1
Beheshtinia, Mohammad Ali
1
Chang, Kuo-Chien
1
Chao, Cheng-Min
1
Chatzoglou, Prodromos D.
1
Cheng, Bor-Wen
1
Cheng, Yi-Sung
1
Faridahwati Mohd Shamsudin
1
Hsu, Ya-Ti
1
Kuluriōtēs, Dēmētrios
1
Kuo, Nien-Te
1
Lin, Xi
1
López-Gamero, María D.
1
Malik, Shahab Alam
1
Metaxas, Ioannis N.
1
Molina Azorín, José Francisco
1
Pereira-Moliner, Jorge
1
Raziq, Muhammad Mustafa
1
Schvaneveldt, Shane J.
1
Suzuki, Hideo
1
Syahrial, Erialdi
1
Tarí, Juan José
1
Wei, Jiahua
1
West, Martin
1
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Total quality management & business excellence
International journal of hospitality management
170
International journal of contemporary hospitality management
69
Journal of retailing and consumer services
66
Journal of hospitality marketing & management
62
The journal of services marketing
59
Tourism management : research, policies, practice
45
Journal of business research : JBR
39
Journal of travel and tourism marketing
36
The service industries journal
32
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
23
Journal of service management
22
Journal of service research
18
Journal of service research : JSR
16
Tourism management perspectives : TMP
16
Journal of service theory and practice
14
Service business
14
Services marketing quarterly
14
International journal of services and operations management
13
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
13
Tourism analysis : an interdisciplinary tourism & hospitality journal
12
International journal of services, economics and management
11
Journal of hospitality and tourism insights
11
The Cornell hospitality quarterly
11
Journal of air transport management
10
Journal of the Academy of Marketing Science
10
Managing service quality : MSQ ; an international journal
10
Psychology & marketing
10
The TQM journal : the international review of organizational improvement
10
Tourism economics : the business and finance of tourism and recreation
10
International journal of productivity and quality management : IJPQM
9
Journal of service theory and practice : JSTP
9
Cogent business & management
8
International journal of business and economics
8
International journal of quality and service sciences
8
Journal for global business advancement : JGBA
8
Tourism and hospitality research : the surrey quarterly review
8
Administrative Sciences : open access journal
7
Asia Pacific journal of marketing and logistics
7
European journal of marketing
7
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ECONIS (ZBW)
9
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1
Customer incivility and customer problem-solving behaviour in frontline employees : testing a moderated mediation model
Bani-Melhem, Shaker
;
Abu Khait, Rawan
;
Faridahwati Mohd …
- In:
Total quality management & business excellence
33
(
2022
)
3
,
pp. 278-296
Persistent link: https://www.econbiz.de/10013166863
Saved in:
2
Research on the influence of compensation methods and customer sentiment on service recovery effect
Wei, Jiahua
;
Lin, Xi
- In:
Total quality management & business excellence
33
(
2022
)
5
,
pp. 489-508
Persistent link: https://www.econbiz.de/10013166889
Saved in:
3
The relationship between internalisation of a quality standard and customer results via employee and social results in the hotel industry
Tarí, Juan José
;
Pereira-Moliner, Jorge
;
Molina …
- In:
Total quality management & business excellence
33
(
2022
)
14
,
pp. 1656-1673
Persistent link: https://www.econbiz.de/10013415861
Saved in:
4
The impact of serviceability-oriented dimensions on after-sales service cost and customer satisfaction
Syahrial, Erialdi
;
Suzuki, Hideo
;
Schvaneveldt, Shane J.
- In:
Total quality management & business excellence
30
(
2019
)
11
,
pp. 1257-1281
Persistent link: https://www.econbiz.de/10012199836
Saved in:
5
How work engagement influences relationship quality : the roles of work motivation and perceived service guarantee strength
Chang, Kuo-Chien
;
Hsu, Ya-Ti
;
Cheng, Yi-Sung
;
Kuo, Nien-Te
- In:
Total quality management & business excellence
32
(
2021
)
12
,
pp. 1316-1340
Persistent link: https://www.econbiz.de/10012607249
Saved in:
6
Measuring service quality perceptions of customers in the hotel industry of Pakistan
Malik, Shahab Alam
;
Akhtar, Farheen
;
Raziq, Muhammad Mustafa
- In:
Total quality management & business excellence
31
(
2020
)
3
,
pp. 263-278
Persistent link: https://www.econbiz.de/10012256595
Saved in:
7
Proposing a new modus operandi for sustainable business excellence : the case of Greek hospitality industry
Metaxas, Ioannis N.
;
Chatzoglou, Prodromos D.
; …
- In:
Total quality management & business excellence
30
(
2019
)
5
,
pp. 499-524
Persistent link: https://www.econbiz.de/10012199767
Saved in:
8
A fuzzy QFD approach using SERVQUAL and Kano models under budget constraint for hotel services
Beheshtinia, Mohammad Ali
;
Azad, Mohsen Farzaneh
- In:
Total quality management & business excellence
30
(
2019
)
7
,
pp. 808-830
Persistent link: https://www.econbiz.de/10012199789
Saved in:
9
Does service recovery affect satisfaction and loyalty? : an empirical study of medical device suppliers
Chao, Cheng-Min
;
Cheng, Bor-Wen
- In:
Total quality management & business excellence
30
(
2019
)
12
,
pp. 1350-1366
Persistent link: https://www.econbiz.de/10012199846
Saved in:
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