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~isPartOf:"Journal of hospitality marketing & management"
~isPartOf:"Technological forecasting & social change : an international journal"
~subject:"Customer service"
~subject:"Hospital"
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Search: "Dienstleistungsqualität"
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Customer service
Hospital
Dienstleistungsqualität
175
Service quality
175
Customer satisfaction
112
Kundenzufriedenheit
112
Consumer behaviour
95
Konsumentenverhalten
95
Beziehungsmarketing
65
Relationship marketing
65
Hotel industry
48
Hotellerie
48
Gastronomie
33
Restaurant industry
33
Krankenhaus
26
Beschwerdemanagement
25
Complaint management
25
Kundenservice
20
service quality
19
Emotion
16
Gesundheitsversorgung
16
Health care
16
Hospitality industry
16
Gastgewerbe
15
Gesundheitswesen
13
Health care system
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Viral marketing
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Virales Marketing
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Robot
12
Roboter
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customer loyalty
12
customer satisfaction
12
Quality management
11
Qualitätsmanagement
11
service failure
11
Brand image
10
Markenimage
10
hospitality
10
satisfaction
10
Brand management
9
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43
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Bai, Billy
2
Li, Minglong
2
Qiu, Hailian
2
Ahammad, Mohammad F.
1
AlKheder, Sharaf
1
Anning-Dorson, Thomas
1
Baker, Melissa A.
1
Berenguer Contrí, Gloria
1
Bu, Caihong
1
Cegarra Navarro, Juan Gabriel
1
Chauhan, Ankur
1
Chen, Haipeng
1
Chen, Haotian
1
Chen, Shu-Hsiang
1
Chen, Xin
1
Cheng, Bao
1
Chi, Oscar Hengxuan
1
Chiappetta Jabbour, Charbel José
1
Choo, Wei Chong
1
Chu, Peng-Xu
1
Cleven, Anne
1
Cui, Fangfang
1
DiPietro, Robin B.
1
Dong, Yun
1
Fait, Monica
1
Fakharian, Meysam
1
Fan, Alei
1
Frank, Darius-Aurel
1
Gao, Yacong
1
García-Pérez, Alexeis
1
Gaukler, Gary M.
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Gazzoli, Gabriel
1
Givens, Kayde D.
1
González-Mansilla, Oscar Luis
1
Gui, Chenglin
1
Guo, Gongxing
1
Guo, Shuojia
1
Gursoy, Dogan
1
Hajli, Nick
1
Hartman, Katherine B.
1
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Journal of hospitality marketing & management
Technological forecasting & social change : an international journal
International journal of hospitality management
102
Health care management review : HCM review
73
Journal of retailing and consumer services
61
The journal of services marketing
56
Journal of business research : JBR
43
Journal of health economics
40
Working paper / National Bureau of Economic Research, Inc.
37
International journal of contemporary hospitality management
36
Journal of health organization and management
36
NBER working paper series
34
Quality management journal : QMJ
32
NBER Working Paper
31
The service industries journal
31
The TQM journal : the international review of organizational improvement
29
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
26
Health marketing quarterly
23
Journal of service management
23
Health economics
21
International journal of productivity and quality management : IJPQM
21
Management science : journal of the Institute for Operations Research and the Management Sciences
20
International journal of quality and service sciences
19
Service business
18
Services marketing quarterly
18
Total quality management & business excellence
18
Journal of service research
17
Journal of service research : JSR
17
Tourism management : research, policies, practice
17
International journal of pharmaceutical and healthcare marketing : IJPHM
16
Journal of travel and tourism marketing
16
Health care management science
15
International journal of services and operations management
15
The European journal of health economics : HEPAC ; health economics in prevention and care
15
International journal of quality & reliability management
14
Journal of service theory and practice
14
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
13
Ruhr economic papers
13
Discussion paper / Centre for Economic Policy Research
12
Manufacturing & service operations management : M & SOM
12
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ECONIS (ZBW)
43
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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
Service robot verbalization in service processes with moral implications and its impact on satisfaction
Söderlund, Magnus
- In:
Technological forecasting & social change : an …
196
(
2023
),
pp. 1-12
Persistent link: https://www.econbiz.de/10014476488
Saved in:
3
Customer engagement, dependence and loyalty : an empirical study of Chinese customers in multitouch service encounters
Chen, Xin
;
Guo, Shuojia
;
Xiong, Jie
;
Ye, Zhuxin
- In:
Technological forecasting & social change : an …
197
(
2023
),
pp. 1-12
Persistent link: https://www.econbiz.de/10014468859
Saved in:
4
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:
5
Being seen ... by human or machine? : acknowledgment effects on customer responses differ between human and robotic service workers
Frank, Darius-Aurel
;
Otterbring, Tobias
- In:
Technological forecasting & social change : an …
189
(
2023
),
pp. 1-15
Persistent link: https://www.econbiz.de/10014266108
Saved in:
6
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:
7
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:
8
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:
9
Effect of value co-creation on customer satisfaction : the mediating role of brand equity
González-Mansilla, Oscar Luis
;
Serra Cantallops, Antoni
; …
- In:
Journal of hospitality marketing & management
32
(
2023
)
2
,
pp. 242-263
Persistent link: https://www.econbiz.de/10013545839
Saved in:
10
Examining the effects of AI contactless services on customer psychological safety, perceived value, and hospitality service quality during the COVID‐19 pandemic
Li, Minglong
;
Yin, Dexiang
;
Qiu, Hailian
;
Bai, Billy
- In:
Journal of hospitality marketing & management
31
(
2022
)
1
,
pp. 24-48
Persistent link: https://www.econbiz.de/10012821044
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