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~isPartOf:"Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education"
~isPartOf:"Journal of the Academy of Marketing Science"
~isPartOf:"Total quality management & business excellence"
~subject:"Service quality"
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Search: subject_exact:"Customer relationship management"
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Service quality
Beziehungsmarketing
267
Relationship marketing
267
Consumer behaviour
145
Konsumentenverhalten
145
Customer satisfaction
90
Kundenzufriedenheit
90
Dienstleistungsqualität
69
Lieferantenmanagement
30
Supplier relationship management
30
Brand management
26
Customer integration
26
Kundenintegration
26
Markenführung
26
Customer value
24
Kundenwert
24
Brand image
23
Markenimage
23
Internet marketing
20
Online-Marketing
20
Salespeople
20
Verkaufspersonal
20
Social Web
19
Social web
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Hotel industry
18
Hotellerie
18
Marketing management
18
Marketingmanagement
18
Beschwerdemanagement
17
Complaint management
17
USA
17
United States
17
customer satisfaction
17
Confidence
15
Customer service
15
Firm performance
15
Kundenbindungsprogramm
15
Kundenservice
15
Loyalty program
15
Unternehmenserfolg
15
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English
69
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Grégoire, Yany
2
Kumar, V.
2
Miao, Li
2
Sesé, F. Javier
2
Voorhees, Clay M.
2
Wei, Jiahua
2
Abu Khait, Rawan
1
Ahmad, Mansoor
1
Ahn, Jongchang
1
Akhtar, Farheen
1
Albuquerque, André Philippi Gonzaga de
1
Albus, Heidi
1
Ali, Mohamed Ahmed
1
Allen, Alexis M.
1
Ananda S
1
Arteaga-Moreno, Francisco
1
Aurier, Philippe
1
Baker, Julie
1
Baker, Melissa A.
1
Bani-Melhem, Shaker
1
Bansal, Harvir S.
1
Berry, Riley
1
Bhagwat, Yashoda
1
Bilstein, Nicola
1
Bolton, Ruth N.
1
Boon Liat Cheng
1
Borah, Sourav Bikash
1
Brady, Michael K.
1
Brocato, E. Deanne
1
Carvalho, Raíssa Souto Maior Corrêa de
1
Cham Tat Huei
1
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Chan, Ya-Hui
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Chao, Cheng-Min
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Chen, Ching-Chin
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1
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1
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Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
Journal of the Academy of Marketing Science
Total quality management & business excellence
Journal of retailing and consumer services
180
International journal of hospitality management
116
Journal of business research : JBR
103
The journal of services marketing
96
The service industries journal
74
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
56
Journal of hospitality marketing & management
54
Services marketing quarterly
50
Journal of service research : JSR
47
International journal of contemporary hospitality management
46
Journal of travel and tourism marketing
43
Service business
42
Journal of service management
37
Cogent business & management
29
The TQM journal : the international review of organizational improvement
29
Tourism management : research, policies, practice
29
Journal of service research
26
Journal of strategic marketing
26
Industrial marketing management : the international journal for industrial and high-tech firms
25
The international journal of bank marketing : IJBM
25
International journal of quality and service sciences
23
Asia Pacific journal of marketing and logistics
22
International journal of services and operations management
21
Journal of air transport management
21
Managing service quality : MSQ ; an international journal
21
Marketing intelligence & planning
20
International journal of services, economics and management
19
International journal of electronic customer relationship management : IJECRM
18
International journal of productivity and quality management : IJPQM
18
Psychology & marketing
18
International journal of quality & reliability management
17
Journal of marketing
16
Journal of relationship marketing : innovations and enhancements for customer service, relations, and satisfaction
16
Journal of service theory and practice : JSTP
16
European journal of marketing : EJM
15
Journal of Asian finance, economics and business : JAFEB
15
Journal of relationship marketing : innovations & enhancements for customer service, relations & satisfaction
15
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ECONIS (ZBW)
69
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1
Winning your customers' minds and hearts : disentangling the effects of lock-in and affective customer experience on retention
Gao, Lily
;
Haan, Evert de
;
Melero-Polo, Iguácel
; …
- In:
Journal of the Academy of Marketing Science
51
(
2023
)
2
,
pp. 334-371
Persistent link: https://www.econbiz.de/10014251177
Saved in:
2
Exploring quick commerce service experience : a moderated mediated investigation using SEM and fsQCA
Kapoor, Ashwarya
;
Sindwani, Rajiv
;
Goel, Manisha
- In:
Total quality management & business excellence
34
(
2023
)
13/14
,
pp. 1896-1919
Persistent link: https://www.econbiz.de/10014369734
Saved in:
3
The role of cultural differences in customer retention : evidence from the high-contact service industry
Fam, Kim Shyan
;
Boon Liat Cheng
;
Cham Tat Huei
;
Yi, …
- In:
Journal of hospitality & tourism research : JHTR ; the …
47
(
2023
)
1
,
pp. 257-288
Persistent link: https://www.econbiz.de/10014230003
Saved in:
4
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:
5
Designing satisfying service encounters : website versus store touchpoints
Bolton, Ruth N.
;
Gustafsson, Anders
;
Tarasi, Crina O.
; …
- In:
Journal of the Academy of Marketing Science
50
(
2022
)
1
,
pp. 85-107
Persistent link: https://www.econbiz.de/10012819742
Saved in:
6
Applying expanded servicescape to the hotel industry
Lee, Seonjeong
;
Chuang, Ning-Kuang
- In:
Journal of hospitality & tourism research : JHTR ; the …
46
(
2022
)
4
,
pp. 771-796
Persistent link: https://www.econbiz.de/10013171233
Saved in:
7
Customer incivility and customer problem-solving behaviour in frontline employees : testing a moderated mediation model
Bani-Melhem, Shaker
;
Abu Khait, Rawan
;
Faridahwati Mohd …
- In:
Total quality management & business excellence
33
(
2022
)
3
,
pp. 278-296
Persistent link: https://www.econbiz.de/10013166863
Saved in:
8
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:
9
The relationship between internalisation of a quality standard and customer results via employee and social results in the hotel industry
Tarí, Juan José
;
Pereira-Moliner, Jorge
;
Molina …
- In:
Total quality management & business excellence
33
(
2022
)
14
,
pp. 1656-1673
Persistent link: https://www.econbiz.de/10013415861
Saved in:
10
What determines patient loyalty in health services? : an analysis to assist service quality management
Oliveira, Lucas Ambrósio Bezerra de
;
Albuquerque, …
- In:
Total quality management & business excellence
33
(
2022
)
12
,
pp. 1403-1421
Persistent link: https://www.econbiz.de/10013352681
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