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~isPartOf:"International journal of quality and service sciences"
~isPartOf:"Total quality management & business excellence"
~subject:"Beschwerdemanagement"
~subject:"Service industry"
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Search: subject_exact:"Qualität von Dienstleistungen"
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Beschwerdemanagement
Service industry
Dienstleistungsqualität
199
Service quality
199
Customer satisfaction
106
Kundenzufriedenheit
106
Quality management
74
Qualitätsmanagement
74
Consumer behaviour
50
Konsumentenverhalten
50
Beziehungsmarketing
43
Relationship marketing
43
service quality
30
Gesundheitsversorgung
28
Health care
28
Product quality
26
Produktqualität
26
Hospital
25
Krankenhaus
25
Gesundheitswesen
18
Health care system
18
Higher education institution
16
Hochschule
16
Dienstleistungssektor
14
Measurement
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Messung
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customer satisfaction
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Customer service
12
Kundenservice
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Students
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Studierende
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Complaint management
11
Emotion
11
Patienten
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Patients
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SERVQUAL
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Performance measurement
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Performance-Messung
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Sweden
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Svensson, Göran
2
Wei, Jiahua
2
Ahasanul Haque
1
Arun Kumar Tarofder
1
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1
Azam, S. M. Ferdous
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Bossink, Bart
1
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1
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1
El Hedhli, Kamel
1
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1
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1
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1
Hou, Zhiping
1
Hu, Sai-quan
1
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1
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1
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1
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1
Jose, Ajay
1
Kang, Fei
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Lee Heng Wei
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Nikhashemi, Seyed Rajab
1
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1
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1
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International journal of quality and service sciences
Total quality management & business excellence
The journal of services marketing
69
Journal of business research : JBR
67
Journal of retailing and consumer services
61
International journal of hospitality management
57
The service industries journal
47
Journal of service research : JSR
37
Service business
32
Journal of service management
30
Journal of hospitality marketing & management
28
Journal of service research
28
Services marketing quarterly
28
International journal of contemporary hospitality management
26
Journal of the Academy of Marketing Science
20
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
20
Industrial marketing management : the international journal for industrial and high-tech firms
16
International journal of services and operations management
16
Journal of service theory and practice : JSTP
16
International journal of production economics
14
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
14
Managing service quality : MSQ ; an international journal
14
Psychology & marketing
14
International journal of quality & reliability management
13
Journal of air transport management
13
European journal of marketing : EJM
12
International journal of operations & production management : IJOPM ; the official journal of the European Operations Management Association, EUROMA
11
Journal of service theory and practice
11
Journal of strategic marketing
11
Marketing letters : a journal of research in marketing
10
European journal of operational research : EJOR
9
International journal of research in marketing : IJRM ; official journal of the European Marketing Academy
8
Journal of global scholars of marketing science : bridging Asia and the world ; JGSMS
8
Journal of marketing
8
Benchmarking : an international journal ; BIJ
7
Cogent business & management
7
International journal of services and operations management : IJSOM
7
Journal of travel and tourism marketing
7
The TQM journal : the international review of organizational improvement
7
Tourism management : research, policies, practice
7
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ECONIS (ZBW)
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1
The service sector in the classical world : focus on entertainment and well-being
Bröchner, Jan
- In:
International journal of quality and service sciences
15
(
2023
)
5
,
pp. 1-14
Persistent link: https://www.econbiz.de/10014456732
Saved in:
2
Research on the impact of consumer forgiveness on consumer continuous trust
Wei, Jiahua
;
Zhu, Sai
;
Lu, Hui
;
Li, Chao
;
Hou, Zhiping
; …
- In:
Total quality management & business excellence
34
(
2023
)
6
,
pp. 692-711
Persistent link: https://www.econbiz.de/10013550274
Saved in:
3
The role of switching cost in the e-service recovery framework among banking customers
Jose, Ajay
;
Mathew, Sonia
;
Rejikumar G.
;
Chacko, Dony Peter
- In:
International journal of quality and service sciences
14
(
2022
)
1
,
pp. 86-109
Persistent link: https://www.econbiz.de/10012884465
Saved in:
4
Service recovery in unaffected consumers : evidence of a recovery paradox
Wardley, Marcus
- In:
International journal of quality and service sciences
14
(
2022
)
1
,
pp. 121-132
Persistent link: https://www.econbiz.de/10012884467
Saved in:
5
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:
6
Exploring factors influencing service trade-offs in the higher education sector : evidence from Malaysia
Saravanan Raman
;
Mohd Suki, Norazah
;
Lee Heng Wei
; …
- In:
International journal of quality and service sciences
14
(
2022
)
4
,
pp. 555-575
Persistent link: https://www.econbiz.de/10013454241
Saved in:
7
Regional bias when benchmarking services using customer satisfaction scores
Brint, Andrew
;
Fry, John
- In:
Total quality management & business excellence
32
(
2021
)
3
,
pp. 344-358
Persistent link: https://www.econbiz.de/10012423588
Saved in:
8
Senior leadership, customer orientation, and service firm performance : the mediator role of process management
Zhang, Han
;
Kang, Fei
;
Hu, Sai-quan
- In:
Total quality management & business excellence
31
(
2020
)
14
,
pp. 1605-1620
Persistent link: https://www.econbiz.de/10012312249
Saved in:
9
Service innovation quality in healthcare : service innovativeness and organisational renewal as driving forces
Mu, Yu
;
Bossink, Bart
;
Vinig, Tsvi G.
- In:
Total quality management & business excellence
30
(
2019
)
11
,
pp. 1219-1234
Persistent link: https://www.econbiz.de/10012199834
Saved in:
10
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
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