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~isPartOf:"Journal of service theory and practice"
~subject:"Dienstleistungsmanagement"
~subject:"Dienstleistungsqualität"
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Dienstleistungsmanagement
Dienstleistungsqualität
Customer service
13
Kundenservice
13
Service quality
11
Customer satisfaction
9
Kundenzufriedenheit
9
Beziehungsmarketing
8
Relationship marketing
8
Consumer behaviour
6
Konsumentenverhalten
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Beschwerdemanagement
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Dienstleistung
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Adil, Mohd
1
Bharti, Kumkum
1
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Cui, Jinsheng
1
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1
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1
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1
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1
Lin, Liming
1
Ma, Chunhao
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Maseeh, Haroon Iqbal
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1
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Journal of service theory and practice
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 hospitality marketing & management
11
Journal of service management
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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1
Organizational practices to co-create value with family members engaged in service journeys of their loved ones
Verleye, Katrien
;
Holvoet, Sofie
- In:
Journal of service theory and practice
34
(
2024
)
2
,
pp. 319-340
Persistent link: https://www.econbiz.de/10014526078
Saved in:
2
Factors influencing consumer forgiveness : a systematic literature review and directions for future research
Kim, Yungchul
;
Ho, Ting Hin
;
Tan, Lay Peng
;
Casidy, Riza
- In:
Journal of service theory and practice
33
(
2023
)
5
,
pp. 601-628
Persistent link: https://www.econbiz.de/10014339764
Saved in:
3
Antecedents and consequences of effective customer participation : the role of customer education and service modularity
Shah, Syed Aamir Ali
;
Jajja, Muhammad Shakeel Sadiq
; …
- In:
Journal of service theory and practice
33
(
2023
)
5
,
pp. 697-720
Persistent link: https://www.econbiz.de/10014339773
Saved in:
4
Understanding the role of customer incivility and supervisor monitoring in the relationship between customer orientation and frontline employees' emotional exhaustion
Xie, Fang
;
Zhang, Xufan
;
Ye, Jing
;
Zhou, Lulu
;
Zhang, …
- In:
Journal of service theory and practice
33
(
2023
)
6
,
pp. 797-819
Persistent link: https://www.econbiz.de/10014448096
Saved in:
5
When frontline robots emerge: the double-edged-sword effect of anticipated trust on intention to switch brands after service failure
Cui, Jinsheng
;
Zhang, Mengwei
;
Zhong, Jianan
- In:
Journal of service theory and practice
33
(
2023
)
6
,
pp. 842-872
Persistent link: https://www.econbiz.de/10014448129
Saved in:
6
Customer acceptance of service robots under different service settings
Li, Yi
;
Wang, Chongli
;
Song, Bo
- In:
Journal of service theory and practice
33
(
2023
)
1
,
pp. 46-71
Persistent link: https://www.econbiz.de/10014301940
Saved in:
7
Robot service failure : the double-edged sword effect of emotional labor in service recovery
Shi, Yunxia
;
Zhang, Rumeng
;
Ma, Chunhao
;
Wang, Lijie
- In:
Journal of service theory and practice
33
(
2023
)
1
,
pp. 72-88
Persistent link: https://www.econbiz.de/10014301943
Saved in:
8
Failure to maintain customers : antecedents and consequences of service downgrades
Lin, Liming
;
Guo, Zhaoyang
;
Zhou, Chenxi
- In:
Journal of service theory and practice
33
(
2023
)
3
,
pp. 387-411
Persistent link: https://www.econbiz.de/10014302342
Saved in:
9
Participative leadership and service recovery performance : a moderated mediation model
Khan, Muhammad Aamir Shafique
;
Du, Jianguo
;
Jin, Shuai
; …
- In:
Journal of service theory and practice
33
(
2023
)
4
,
pp. 537-555
Persistent link: https://www.econbiz.de/10014302373
Saved in:
10
Dimensions of e-return service quality : conceptual refinement and directions for measurement
Saxena, Shilpi
;
Chawla, Vaibhav
;
Tähtinen, Jaana
- In:
Journal of service theory and practice
32
(
2022
)
5
,
pp. 640-672
Persistent link: https://www.econbiz.de/10013349364
Saved in:
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