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~accessRights:"restricted"
~isPartOf:"Journal of hospitality marketing & management"
~subject:"Dienstleistungsmanagement"
~subject:"Dienstleistungsqualität"
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Dienstleistungsmanagement
Dienstleistungsqualität
Customer service
12
Kundenservice
12
Service quality
11
Customer satisfaction
9
Kundenzufriedenheit
9
Consumer behaviour
7
Konsumentenverhalten
7
Beschwerdemanagement
5
Complaint management
5
Beziehungsmarketing
4
Relationship marketing
4
service failure
3
service recovery
3
Hospital
2
Krankenhaus
2
Performance measurement
2
Performance-Messung
2
customer loyalty
2
proactive customer service performance
2
service encounter
2
Arbeitsverhalten
1
Arbeitszufriedenheit
1
Artificial intelligence
1
Behavior intention
1
Bi-sexual
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Dienstleistungssektor
1
Emotion
1
Emotional intelligence
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Ethiopia
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Familie-Beruf
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Gastgewerbe
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Homosexuality
1
Homosexualität
1
Hospitality industry
1
Hotel industry
1
Hotellerie
1
Illegitimate tasks
1
Intelligence
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English
11
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Baker, Melissa A.
1
Chen, Haipeng
1
Cheng, Bao
1
Choo, Wei Chong
1
DiPietro, Robin B.
1
Dong, Yun
1
Fan, Alei
1
Gazzoli, Gabriel
1
Guo, Gongxing
1
Hua, Nan
1
Jin, Dan
1
Jolly, Phillip M.
1
Kim, Chloe Shinae
1
Kim, Peter Beomcheol
1
Kim, Youngsun Sean
1
Koc, Erdogan
1
Ma, Junzhao
1
Mansor, Zuraina Dato’
1
Palmeira, Mauricio
1
Peng, Yan
1
Qu, Halin
1
Ro, Heejung
1
Salehi-Esfahani, Saba
1
Shan, Minghui
1
Sharifi, Seyed Shahin
1
Spassova, Gerri
1
Sun, Sijie
1
Torres, Edwin
1
Villi, Bilge
1
Yan, Zhen
1
Zhao, Lijing
1
Zhao, Shuming
1
Zhu, Zhenzhong
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Journal of hospitality marketing & management
Journal of retailing and consumer services
54
International journal of hospitality management
46
The journal of services marketing
35
Journal of business research : JBR
32
Journal of service research
17
International journal of contemporary hospitality management
12
Journal of service management
11
Journal of service theory and practice
11
The service industries journal
11
Service business
8
Services marketing quarterly
8
Journal of service research : JSR
7
Journal of the Academy of Marketing Science
7
European journal of marketing
6
Journal of service theory and practice : JSTP
6
Tourism management : research, policies, practice
6
Asia Pacific journal of marketing and logistics
5
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
5
Journal of travel and tourism marketing
5
SpringerLink / Bücher
5
Technological forecasting & social change : an international journal
5
The Cornell hospitality quarterly
5
International journal of operations & production management : IJOPM ; the official journal of the European Operations Management Association, EUROMA
4
International journal of quality and service sciences
4
International journal of services, economics and management
4
Journal of air transport management
4
Journal of consumer marketing
4
Journal of retailing
4
Marketing letters : a journal of research in marketing
4
The TQM journal : the international review of organizational improvement
4
Total quality management & business excellence
4
Business process management journal
3
Human resource management review
3
International journal of consumer studies
3
Journal of hospitality and tourism insights
3
Journal of strategic marketing
3
Management science : journal of the Institute for Operations Research and the Management Sciences
3
Manufacturing & service operations management : M & SOM
3
Psychology & marketing
3
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ECONIS (ZBW)
11
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11
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date (oldest first)
1
Service robot's responses in service recovery and service evaluation : the moderating role of robots' social perception
Shan, Minghui
;
Zhu, Zhenzhong
;
Chen, Haipeng
;
Sun, Sijie
- In:
Journal of hospitality marketing & management
33
(
2024
)
2
,
pp. 145-168
Persistent link: https://www.econbiz.de/10014511796
Saved in:
2
Antecedents of proactive customer service performance in hospitality : a meta-analysis
Yan, Zhen
;
Mansor, Zuraina Dato’
;
Choo, Wei Chong
- In:
Journal of hospitality marketing & management
32
(
2023
)
4
,
pp. 505-529
Persistent link: https://www.econbiz.de/10014281028
Saved in:
3
Responding to negative reviews? : the interplay of management response strategy and service failure type
Salehi-Esfahani, Saba
;
Torres, Edwin
;
Hua, Nan
- In:
Journal of hospitality marketing & management
32
(
2023
)
1
,
pp. 29-49
Persistent link: https://www.econbiz.de/10013545802
Saved in:
4
Sexual orientation identity matters : lesbian, gay, and bi-sexual customers’ perceptions of service encounters
Ro, Heejung
- In:
Journal of hospitality marketing & management
32
(
2023
)
1
,
pp. 75-94
Persistent link: https://www.econbiz.de/10013545807
Saved in:
5
Do illegitimate tasks undermine hospitality employees' proactive customer service performance? : a moderated dual-path model
Zhao, Lijing
;
Jolly, Phillip M.
;
Zhao, Shuming
- In:
Journal of hospitality marketing & management
32
(
2023
)
1
,
pp. 95-121
Persistent link: https://www.econbiz.de/10013545811
Saved in:
6
Examining the spillover effects of problems at home on proactive customer service performance in the hospitality industry : the overlooked side of the work-family interface
Cheng, Bao
;
Guo, Gongxing
;
Dong, Yun
;
Peng, Yan
- In:
Journal of hospitality marketing & management
30
(
2021
)
3
,
pp. 354-372
Persistent link: https://www.econbiz.de/10012513777
Saved in:
7
The impact of customer controllability and service recovery type on customer satisfaction and consequent behavior intentions
Jin, Dan
;
DiPietro, Robin B.
;
Fan, Alei
- In:
Journal of hospitality marketing & management
29
(
2020
)
1
,
pp. 65-87
Persistent link: https://www.econbiz.de/10012256118
Saved in:
8
Customers' reactions to other customer caused service failures : the effects of tie strength on customer loyalty
Kim, Youngsun Sean
;
Baker, Melissa A.
- In:
Journal of hospitality marketing & management
29
(
2020
)
6
,
pp. 682-701
Persistent link: https://www.econbiz.de/10012256164
Saved in:
9
Employee attractiveness and customers' service failure perceptions
Villi, Bilge
;
Koc, Erdogan
- In:
Journal of hospitality marketing & management
27
(
2018
)
1
,
pp. 41-60
Persistent link: https://www.econbiz.de/10011848320
Saved in:
10
The impact of service failure and recovery on target and observing customers : a comparative study
Sharifi, Seyed Shahin
;
Palmeira, Mauricio
;
Ma, Junzhao
; …
- In:
Journal of hospitality marketing & management
26
(
2017
)
8
,
pp. 889-910
Persistent link: https://www.econbiz.de/10011784161
Saved in:
1
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