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~isPartOf:"International journal of quality & reliability management"
~isPartOf:"The journal of services marketing"
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Search: subject:"Dienstleistungsqualität"
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Dienstleistungsqualität
323
Service quality
323
Customer satisfaction
179
Kundenzufriedenheit
179
Consumer behaviour
127
Konsumentenverhalten
127
Beziehungsmarketing
113
Relationship marketing
113
Quality management
66
Qualitätsmanagement
66
Customer service
57
Kundenservice
57
Dienstleistungssektor
52
Service industry
52
Beschwerdemanagement
32
Complaint management
32
Services
28
Dienstleistung
26
Satisfaction
22
Customer experience
21
Product quality
20
Produktqualität
20
Einzelhandel
19
Retail trade
19
Gesundheitsversorgung
16
Health care
16
Gesundheitswesen
15
Health care system
15
Performance measurement
15
Performance-Messung
15
Service encounter
14
Emotion
13
Hospital
13
Krankenhaus
13
Selbstbedienung
13
Self-service
13
Confidence
12
E-commerce
12
Electronic Commerce
12
Loyalty
12
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178
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1
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Article
323
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323
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323
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2
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2
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1
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1
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English
323
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Sharma, Piyush
9
Klaus, Philipp
5
Carlson, Jamie
4
Collier, Joel E.
4
Luk, Sherriff T. K.
4
McColl-Kennedy, Janet R.
4
O'Cass, Aron
4
Barnes, Donald C.
3
Holloway, Betsy Bugg
3
Malik, Shahab Alam
3
Mattila, Anna S.
3
Palmer, Adrian
3
Zhan, Wu
3
Abdullah, Firdaus
2
Ahmad Jusoh
2
Aksoy, Lerzan
2
Ashill, Nicholas J.
2
Babakus, Emin
2
Bamford, David
2
Basso, Kenny
2
Beatty, Sharon E.
2
Benoit, Sabine
2
Brady, Michael K.
2
Bruce, Helen L.
2
Chan, Anthony
2
Chen, Ivy S. N.
2
Cheng, Zhao-Hong
2
Choi, Beom Joon
2
Cronin, J. J.
2
Dabestani, Reza
2
Dodds, Sarah
2
Edvardsson, Bo
2
Etemad-Sajadi, Reza
2
Fatima, Johra Kayeser
2
Finsterwalder, Jörg
2
Ghazisaeedi, Mehdi
2
Gustafsson, Anders
2
Halvorson, Wade
2
Heerden, Gené van
2
Hollebeek, Linda D.
2
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Published in...
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International journal of quality & reliability management
The journal of services marketing
International journal of hospitality management
402
Journal of retailing and consumer services
331
The service industries journal
294
Journal of business research : JBR
252
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
221
Working paper / National Bureau of Economic Research, Inc.
179
NBER working paper series
176
Auditing : a journal of practice & theory
174
International journal of contemporary hospitality management
161
NBER Working Paper
160
Services marketing quarterly
142
Journal of hospitality marketing & management
137
Journal of air transport management
136
The TQM journal : the international review of organizational improvement
126
Journal of travel and tourism marketing
122
Tourism management : research, policies, practice
117
International journal of productivity and quality management : IJPQM
114
International journal of quality and service sciences
111
Service business
109
Cogent business & management
103
Journal of service research : JSR
103
Health care management review : HCM review
102
International journal of services and operations management
102
Journal of service management
94
The accounting review : a publication of the American Accounting Association
94
Discussion paper series / IZA
93
Total quality management & business excellence
93
Quality management journal : QMJ
92
Economics of education review
83
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
78
Managing service quality : MSQ ; an international journal
76
International journal of services, economics and management
75
Journal of health economics
75
Managerial auditing journal
67
International journal of auditing : IJA
66
Asia Pacific journal of marketing and logistics
62
Management science : journal of the Institute for Operations Research and the Management Sciences
62
Accounting horizons : a quarterly publication of the American Accounting Association
58
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ECONIS (ZBW)
323
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323
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1
How to facilitate improvements in public service systems : propositions for action
Gyllenhammar, Daniel
;
Hammersberg, Peter
- In:
International journal of quality & reliability management
40
(
2023
)
6
,
pp. 1429-1448
Persistent link: https://www.econbiz.de/10014313826
Saved in:
2
Call it robot : anthropomorphic framing and failure of self-service technologies
Barone, Ada Maria
;
Stagno, Emanuela
;
Donato, Carmela
- In:
The journal of services marketing
38
(
2024
)
3
,
pp. 272-287
Persistent link: https://www.econbiz.de/10014515617
Saved in:
3
Alexa, may I adopt you? : the role of voice assistant empathy and user-perceived risk in customer service delivery
Coker, Kesha K.
;
Thakur, Ramendra
- In:
The journal of services marketing
38
(
2024
)
3
,
pp. 301-311
Persistent link: https://www.econbiz.de/10014515626
Saved in:
4
The other extreme of the circumplex of emotion : an investigation of consumer outrage
Bourdeau, Brian L.
;
Cronin, J. J.
;
Padgett, Daniel T.
; …
- In:
The journal of services marketing
38
(
2024
)
3
,
pp. 312-325
Persistent link: https://www.econbiz.de/10014515634
Saved in:
5
Transforming health-care service through consumer co-creation : directions for service design
Carlini, Joan
;
Muir, Rachel
;
McLaren-Kennedy, Annette
; …
- In:
The journal of services marketing
38
(
2024
)
3
,
pp. 326-343
Persistent link: https://www.econbiz.de/10014515638
Saved in:
6
The perceived quality of green buildings : from a review of occupant satisfaction towards a conceptual framework
Halicioglu, Fahriye Hilal
;
Gurel, Kubra
- In:
International journal of quality & reliability management
41
(
2024
)
3
,
pp. 757-777
Persistent link: https://www.econbiz.de/10014483065
Saved in:
7
Measuring customer satisfaction in electronic commerce : the impact of e-service quality and user experience
Mamakou, Xenia J.
;
Zaharias, Panagiotis
;
Milesi, Maria
- In:
International journal of quality & reliability management
41
(
2024
)
3
,
pp. 915-943
Persistent link: https://www.econbiz.de/10014483077
Saved in:
8
The impact of maritime service quality on employee satisfaction by seafarers rank : evidence from a global survey grounded on ERG theory
Pantouvakis, Angelos
;
Vlachos, Ilias
;
Polemis, Dionysios
- In:
International journal of quality & reliability management
41
(
2024
)
1
,
pp. 107-126
Persistent link: https://www.econbiz.de/10014470823
Saved in:
9
A combined QFD-AHP decision-making tool for the investigation and improvement of e-banking usage
Paltayian, George
;
Georgiou, Andreas C.
;
Gotzamani, Katerina
- In:
International journal of quality & reliability management
41
(
2024
)
1
,
pp. 150-172
Persistent link: https://www.econbiz.de/10014470825
Saved in:
10
An empirical assessment of customer satisfaction of internet banking service quality : hybrid model approach
Kashyap, Sachin
;
Gupta, Sanjeev
;
Chugh, Tarun
- In:
International journal of quality & reliability management
41
(
2024
)
1
,
pp. 360-391
Persistent link: https://www.econbiz.de/10014470837
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