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~isPartOf:"Journal of service management"
~isPartOf:"Journal of service research"
~isPartOf:"Services marketing quarterly"
~subject:"Beziehungsmarketing"
~type:"article"
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Search: subject_exact:"Servicequalität"
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Beziehungsmarketing
Dienstleistungsqualität
278
Service quality
278
Customer satisfaction
143
Kundenzufriedenheit
143
Consumer behaviour
117
Konsumentenverhalten
117
Relationship marketing
111
Dienstleistungssektor
56
Service industry
56
Customer service
50
Kundenservice
50
Services
46
Dienstleistung
45
Beschwerdemanagement
29
Complaint management
29
Customer integration
24
Dienstleistungsmarketing
24
Kundenintegration
24
Services marketing
24
service quality
23
Gesundheitswesen
19
Health care
19
Health care system
19
Gesundheitsversorgung
18
Emotion
16
Betriebliche Wertschöpfung
15
Brand management
15
Markenführung
15
Robot
15
Roboter
15
Value creation
15
Arbeitszufriedenheit
14
Job satisfaction
14
Dienstleistungsmanagement
12
Einzelhandel
12
Retail trade
12
Service management
12
Brand image
11
Customer experience
11
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English
111
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Mattila, Anna S.
4
McColl-Kennedy, Janet R.
4
Edvardsson, Bo
3
Anderson, Laurel
2
Becker, Jan U.
2
Choi, Beom Joon
2
Greene, Henry
2
Groth, Markus
2
Grégoire, Yany
2
Gustafsson, Anders
2
Klaus, Philipp
2
Lemon, Katherine N.
2
Ostrom, Amy L.
2
Ponsignon, Frederic
2
Prentice, Catherine
2
Quach, Sara
2
Rho, Taeseok
2
Shin, Hyunju
2
Spann, Martin
2
Suh, Munshik
2
Tronvoll, Bård
2
Walsh, Gianfranco
2
Witell, Lars
2
Adjei, Mavis T.
1
Aggarwal, Praveen
1
Albrecht, Arne Keno
1
Albrecht, Carmen-Maria
1
Alkire, Linda
1
Amelia, Amelia
1
Andreassen, Tor Wallin
1
Andzulis, James
1
Arrivabene, Lorena Silva
1
Arteaga, Francisco
1
Auh, Seigyoung
1
Azzari, Courtney Nations
1
Banerjee, Shubhomoy
1
Barrot, Christian
1
Basu, Amiya K.
1
Batat, Wided
1
Bavalur, Amulya Sai
1
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Journal of service management
Journal of service research
Services marketing quarterly
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
73
Journal of hospitality marketing & management
54
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
53
Journal of service research : JSR
47
International journal of contemporary hospitality management
46
Journal of travel and tourism marketing
43
Service business
42
Cogent business & management
29
The TQM journal : the international review of organizational improvement
29
Tourism management : research, policies, practice
29
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
27
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
Journal of the Academy of Marketing Science
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
Total quality management & business excellence
20
International journal of electronic customer relationship management : IJECRM
18
International journal of productivity and quality management : IJPQM
18
International journal of services, economics and management
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)
111
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1
Service agent driven co-created caring in chat-based customer service encounters
Heinonen, Johanna
;
Sthapit, Erose
- In:
Services marketing quarterly
45
(
2024
)
1
,
pp. 1-24
Persistent link: https://www.econbiz.de/10014513536
Saved in:
2
Exploring antecedents and outcomes of customer engagement among elite football fans
Winell, Erik
- In:
Services marketing quarterly
44
(
2023
)
2/3
,
pp. 167-187
Persistent link: https://www.econbiz.de/10014320367
Saved in:
3
How smart should a service robot be?
Schepers, Jeroen
;
Belanche, Daniel
;
Casaló, Luis V.
; …
- In:
Journal of service research
25
(
2022
)
4
,
pp. 565-582
Persistent link: https://www.econbiz.de/10013395997
Saved in:
4
A framework to improve the digital customer experience in complex services
Kandil, Omnia
;
Dessart, Laurence
;
Standaert, Willem
; …
- In:
Services marketing quarterly
45
(
2024
)
1
,
pp. 25–54
Persistent link: https://www.econbiz.de/10014513537
Saved in:
5
Consumers on the job : contextualization crafting in expert services
Azzari, Courtney Nations
;
Anderson, Laurel
;
Mende, Martin
; …
- In:
Journal of service research
24
(
2021
)
4
,
pp. 520-541
Persistent link: https://www.econbiz.de/10012662583
Saved in:
6
Making the customer experience journey more hedonic in a traditionally utilitarian service context : a case study
Ponsignon, Frédéric
- In:
Journal of service management
34
(
2023
)
2
,
pp. 294-315
Persistent link: https://www.econbiz.de/10014337953
Saved in:
7
Bridging two tales of engagement : a meta-analytic review of employee engagement and customer engagement in service contexts
Michel, Eric J.
;
Lindsey-Hall, Kristina K.
;
Kepes, Sven
; …
- In:
Journal of service management
34
(
2023
)
5
,
pp. 843-866
Persistent link: https://www.econbiz.de/10014456476
Saved in:
8
A meta-analysis of the impact of customer mistreatment on service employees' affective, attitudinal and behavioral outcomes
Wu, Yu
;
Groth, Markus
;
Zhang, Kaixin
;
Minbashian, Amirali
- In:
Journal of service management
34
(
2023
)
5
,
pp. 896-940
Persistent link: https://www.econbiz.de/10014456504
Saved in:
9
The nexus among mobile-app quality (M-app-QUAL), brand relationship, brand advocacy, and brand equity in the retail industry
Chowdhury, Fairuz
;
Swaminathan, Srinivasan
- In:
Services marketing quarterly
44
(
2023
)
4
,
pp. 277-308
Persistent link: https://www.econbiz.de/10014418062
Saved in:
10
Not my circus, not my monkeys? : frontline employee perceptions of customer deviant behaviors and service firms' guardianship policies
Fennell, Patrick B.
;
Lorenz, Melanie P.
;
Hall, Kristina …
- In:
Journal of service research
26
(
2023
)
3
,
pp. 422-440
Persistent link: https://www.econbiz.de/10014325997
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