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~isPartOf:"International journal of services and operations management"
~isPartOf:"Journal of hospitality marketing & management"
~subject:"Beziehungsmarketing"
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Beziehungsmarketing
Customer service
36
Kundenservice
36
Dienstleistungsqualität
25
Service quality
25
Customer satisfaction
19
Kundenzufriedenheit
19
Consumer behaviour
15
Konsumentenverhalten
15
Relationship marketing
13
Beschwerdemanagement
7
Complaint management
7
Performance measurement
4
Performance-Messung
4
service recovery
4
Dienstleistungssektor
3
Hospital
3
Krankenhaus
3
Mobile communications
3
Mobilkommunikation
3
Service industry
3
service encounter
3
service failure
3
Business process management
2
Call centre
2
Callcenter
2
Customer value
2
Einzelhandel
2
Emotion
2
Ethiopia
2
Intelligence
2
Intelligenz
2
Kundenwert
2
Prozessmanagement
2
Quality management
2
Qualitätsmanagement
2
Retail trade
2
Tourism industry
2
Tourismuswirtschaft
2
customer loyalty
2
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English
13
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Apiradee Wongkitrungrueng
1
Azilah Kasim
1
Baker, Melissa A.
1
Boxer, Israel
1
Daskin, Mustafa
1
DiPietro, Robin B.
1
Fan, Alei
1
Fan, Ying
1
Gazzoli, Gabriel
1
Huiskonen, Janne
1
Jin, Dan
1
Karppinen, Henri
1
Kim, Chloe Shinae
1
Kim, Peter Beomcheol
1
Kim, Youngsun Sean
1
Lim, Weng Marc
1
Ma, Junzhao
1
Mekoth, Nandakumar
1
Niu, Run H.
1
Palmeira, Mauricio
1
Pekkola, Sanna
1
Qu, Halin
1
Ramkissoon, Haywantee
1
Rekettye, Gabor
1
Seppänen, Kaisa
1
Sharifi, Seyed Shahin
1
Shoukat, Muhammad Haroon
1
Sony, Michael
1
Spassova, Gerri
1
Ukko, Juhani
1
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International journal of services and operations management
Journal of hospitality marketing & management
The journal of services marketing
39
Journal of retailing and consumer services
35
Journal of business research : JBR
32
International journal of hospitality management
30
The service industries journal
16
Journal of service research : JSR
15
Journal of service research
14
SpringerLink / Bücher
12
International journal of contemporary hospitality management
10
Journal of service theory and practice
10
Journal of service theory and practice : JSTP
10
Managing service quality : MSQ ; an international journal
9
Services marketing quarterly
9
International journal of business and economics
8
Journal of marketing
8
Journal of the Academy of Marketing Science
8
Service business
8
Journal of retailing
7
Gabler Edition Wissenschaft
6
Journal of service management
6
Psychology & marketing
6
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
6
European journal of marketing
5
European journal of marketing : EJM
5
International journal of consumer studies
5
International journal of operations & production management : IJOPM ; the official journal of the European Operations Management Association, EUROMA
5
International journal of quality and service sciences
5
International journal of services and standards
5
Journal of travel and tourism marketing
5
Manufacturing & service operations management : M & SOM
5
Marketing : ZFP ; journal of research and management
5
The TQM journal : the international review of organizational improvement
5
Business horizons
4
Business process management journal
4
Europäische Hochschulschriften / 5
4
Harvard-Business-Manager : das Wissen der Besten
4
Industrial marketing management : the international journal for industrial and high-tech firms
4
International journal of services, economics and management
4
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ECONIS (ZBW)
13
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date (oldest first)
1
Customer delight, engagement, experience, value co-creation, place identity, and revisit intention : a new conceptual framework
Shoukat, Muhammad Haroon
;
Ramkissoon, Haywantee
- In:
Journal of hospitality marketing & management
31
(
2022
)
6
,
pp. 757-775
Persistent link: https://www.econbiz.de/10013327890
Saved in:
2
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:
3
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:
4
Exploring consumer power triggers in retail and service settings
Apiradee Wongkitrungrueng
- In:
International journal of services and operations management
34
(
2019
)
4
,
pp. 421-446
Persistent link: https://www.econbiz.de/10012162856
Saved in:
5
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:
6
Service recovery strategies using social media sites
Fan, Ying
;
Niu, Run H.
- In:
International journal of services and operations management
28
(
2017
)
4
,
pp. 540-563
Persistent link: https://www.econbiz.de/10011860881
Saved in:
7
Influence of the work relationship between frontline employees and their immediate supervisor on customers' service experience
Kim, Peter Beomcheol
;
Gazzoli, Gabriel
;
Qu, Halin
;
Kim, …
- In:
Journal of hospitality marketing & management
25
(
2016
)
3/4
,
pp. 425-448
Persistent link: https://www.econbiz.de/10011499261
Saved in:
8
Exploring the impact of service recovery on customer affection, perceived value, and sabotaging behaviour : does gender make a difference?
Daskin, Mustafa
;
Azilah Kasim
- In:
International journal of services and operations management
23
(
2016
)
4
,
pp. 467-485
Persistent link: https://www.econbiz.de/10011588653
Saved in:
9
A framework for a customer approach to performance measurement in a service context
Ukko, Juhani
;
Pekkola, Sanna
- In:
International journal of services and operations management
22
(
2015
)
2
,
pp. 210-220
Persistent link: https://www.econbiz.de/10011522569
Saved in:
10
The antecedents and consequences of customer hedonism in hospitality services
Lim, Weng Marc
- In:
Journal of hospitality marketing & management
23
(
2014
)
5/6
,
pp. 626-651
Persistent link: https://www.econbiz.de/10010402055
Saved in:
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