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~isPartOf:"Journal of hospitality marketing & management"
~isPartOf:"Management science : journal of the Institute for Operations Research and the Management Sciences"
~subject:"Betriebliche Kreislaufwirtschaft"
~subject:"Dienstleistungsqualität"
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Search: subject:"Nachkaufmarketing"
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Betriebliche Kreislaufwirtschaft
Dienstleistungsqualität
Customer service
27
Kundenservice
27
Service quality
18
Customer satisfaction
15
Kundenzufriedenheit
15
Consumer behaviour
14
Konsumentenverhalten
14
Beschwerdemanagement
8
Beziehungsmarketing
8
Complaint management
8
Relationship marketing
8
Hospital
4
Krankenhaus
4
Contract theory
3
Lieferkette
3
Supply chain
3
Vertragstheorie
3
service encounter
3
service failure
3
service recovery
3
Aerospace industry
2
Business process management
2
Dienstleistungssektor
2
Einzelhandel
2
Emotion
2
Luftfahrtindustrie
2
Performance measurement
2
Performance-Messung
2
Product quality
2
Produktqualität
2
Prozessmanagement
2
Retail trade
2
Service industry
2
Tourism industry
2
Tourismuswirtschaft
2
customer experience
2
customer loyalty
2
proactive customer service performance
2
satisfaction
2
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English
19
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Baker, Melissa A.
1
Bellos, Ioannis
1
Buell, Ryan W.
1
Campbell, Dennis W.
1
Chen, Haipeng
1
Cheng, Bao
1
Choo, Wei Chong
1
Coughlan, Anne T.
1
DiPietro, Robin B.
1
Dong, Yun
1
Fan, Alei
1
Frei, Frances X.
1
Gazzoli, Gabriel
1
Guo, Gongxing
1
Hartman, Katherine B.
1
Herington, Carmel
1
Hua, Nan
1
Jin, Dan
1
Jolly, Phillip M.
1
Kim, Chloe Shinae
1
Kim, Peter Beomcheol
1
Kim, Youngsun Sean
1
Koc, Erdogan
1
Lim, Weng Marc
1
Liu, Nan
1
Ma, Junzhao
1
Mansor, Zuraina Dato’
1
Meyer, Tracy
1
Miao, Li
1
Palmeira, Mauricio
1
Peng, Yan
1
Qu, Halin
1
Ro, Heejung
1
Salehi-Esfahani, Saba
1
Savaskan, R. Canan
1
Scribner, Lisa L.
1
Shan, Minghui
1
Shan, Wang
1
Sharifi, Seyed Shahin
1
Shulman, Jeffrey D.
1
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Journal of hospitality marketing & management
Management science : journal of the Institute for Operations Research and the Management Sciences
Journal of retailing and consumer services
58
International journal of hospitality management
55
The journal of services marketing
54
Journal of business research : JBR
35
Journal of service management
21
International journal of contemporary hospitality management
19
Journal of service research
17
The service industries journal
17
Journal of service research : JSR
16
Journal of service theory and practice
14
Services marketing quarterly
13
International journal of services and operations management
10
Journal of air transport management
10
Journal of the Academy of Marketing Science
10
Service business
10
Journal of service theory and practice : JSTP
9
Psychology & marketing
9
The TQM journal : the international review of organizational improvement
9
International journal of quality and service sciences
8
Managing service quality : MSQ ; an international journal
8
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
8
Tourism management : research, policies, practice
8
International journal of business and economics
7
International journal of services, economics and management
7
Journal of travel and tourism marketing
7
The Cornell hospitality quarterly
7
Asia Pacific journal of marketing and logistics
6
Cogent business & management
6
European journal of marketing
6
Industrial marketing management : the international journal for industrial and high-tech firms
6
International journal of operations & production management : IJOPM ; the official journal of the European Operations Management Association, EUROMA
6
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
6
Journal of retailing
6
Marketing letters : a journal of research in marketing
6
Benchmarking : an international journal ; BIJ
5
Business horizons
5
European journal of marketing : EJM
5
International journal of consumer studies
5
International journal of productivity and quality management : IJPQM
5
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ECONIS (ZBW)
19
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1
Service robot's responses in service recovery and service evaluation : the moderating role of robots' social perception
Shan, Minghui
;
Zhu, Zhenzhong
;
Chen, Haipeng
;
Sun, Sijie
- In:
Journal of hospitality marketing & management
33
(
2024
)
2
,
pp. 145-168
Persistent link: https://www.econbiz.de/10014511796
Saved in:
2
Antecedents of proactive customer service performance in hospitality : a meta-analysis
Yan, Zhen
;
Mansor, Zuraina Dato’
;
Choo, Wei Chong
- In:
Journal of hospitality marketing & management
32
(
2023
)
4
,
pp. 505-529
Persistent link: https://www.econbiz.de/10014281028
Saved in:
3
Responding to negative reviews? : the interplay of management response strategy and service failure type
Salehi-Esfahani, Saba
;
Torres, Edwin
;
Hua, Nan
- In:
Journal of hospitality marketing & management
32
(
2023
)
1
,
pp. 29-49
Persistent link: https://www.econbiz.de/10013545802
Saved in:
4
Sexual orientation identity matters : lesbian, gay, and bi-sexual customers’ perceptions of service encounters
Ro, Heejung
- In:
Journal of hospitality marketing & management
32
(
2023
)
1
,
pp. 75-94
Persistent link: https://www.econbiz.de/10013545807
Saved in:
5
Do illegitimate tasks undermine hospitality employees' proactive customer service performance? : a moderated dual-path model
Zhao, Lijing
;
Jolly, Phillip M.
;
Zhao, Shuming
- In:
Journal of hospitality marketing & management
32
(
2023
)
1
,
pp. 95-121
Persistent link: https://www.econbiz.de/10013545811
Saved in:
6
The customer may not always be right : customer compatibility and service performance
Buell, Ryan W.
;
Campbell, Dennis W.
;
Frei, Frances X.
- In:
Management science : journal of the Institute for …
67
(
2021
)
3
,
pp. 1468-1488
Persistent link: https://www.econbiz.de/10012505994
Saved in:
7
Service design for a holistic customer experience : a process framework
Bellos, Ioannis
- In:
Management science : journal of the Institute for …
67
(
2021
)
3
,
pp. 1718-1736
Persistent link: https://www.econbiz.de/10012506026
Saved in:
8
Examining the spillover effects of problems at home on proactive customer service performance in the hospitality industry : the overlooked side of the work-family interface
Cheng, Bao
;
Guo, Gongxing
;
Dong, Yun
;
Peng, Yan
- In:
Journal of hospitality marketing & management
30
(
2021
)
3
,
pp. 354-372
Persistent link: https://www.econbiz.de/10012513777
Saved in:
9
Managing appointment-based services in the presence of walk-in customers
Shan, Wang
;
Liu, Nan
;
Wan, Guohua
- In:
Management science : journal of the Institute for …
66
(
2020
)
2
,
pp. 667-686
Persistent link: https://www.econbiz.de/10012213219
Saved in:
10
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
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