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~isPartOf:"Kundenzufriedenheit : Konzepte - Methoden - Erfahrungen"
~isPartOf:"The service industries journal"
~subject:"Beschwerdemanagement"
~subject:"customer satisfaction"
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Beschwerdemanagement
customer satisfaction
Customer satisfaction
221
Kundenzufriedenheit
221
Dienstleistungsqualität
119
Service quality
119
Beziehungsmarketing
113
Relationship marketing
113
Consumer behaviour
61
Konsumentenverhalten
61
Complaint management
30
Customer value
28
Kundenwert
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Measurement
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Messung
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Taiwan
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Deutschland
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Germany
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Customer service
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Dienstleistungssektor
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Kundenservice
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Service industry
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Betriebliche Wertschöpfung
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Value creation
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Selbstbedienung
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Self-service
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service quality
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Customer integration
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Emotion
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Kundenintegration
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customer loyalty
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Dienstleistung
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Holiday behaviour
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Performance measurement
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Performance-Messung
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Quality management
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Qualitätsmanagement
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Services
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Günter, Bernd
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2
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1
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1
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1
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1
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1
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1
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Kundenzufriedenheit : Konzepte - Methoden - Erfahrungen
The service industries journal
Journal of business research : JBR
70
International journal of hospitality management
55
Journal of hospitality marketing & management
47
Journal of retailing and consumer services
43
The journal of services marketing
43
Journal of service research : JSR
38
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
33
Cogent business & management
30
Journal of marketing
26
Services marketing quarterly
26
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
23
International journal of services and operations management
22
Psychology & marketing
22
Total quality management & business excellence
22
International journal of contemporary hospitality management
20
Journal of the Academy of Marketing Science
20
Service business
20
International journal of services, economics and management
18
International journal of productivity and quality management : IJPQM
17
International journal of business information systems : IJBIS
16
Journal of strategic marketing
16
Journal of travel and tourism marketing
16
European journal of marketing : EJM
15
Journal of retailing
15
Journal of service management
14
Managing service quality : MSQ ; an international journal
14
International journal of electronic customer relationship management : IJECRM
13
Journal of service research
13
International journal of consumer studies
12
International journal of electronic marketing and retailing : IJEMR
12
Journal of air transport management
12
Journal of consumer behaviour : an international research review
12
Marketing letters : a journal of research in marketing
12
SpringerLink / Bücher
12
Administrative Sciences : open access journal
11
Journal of marketing management : MM
11
Management science : journal of the Institute for Operations Research and the Management Sciences
11
International journal of business excellence : IJBEX
10
The international review of retail, distribution and consumer research
10
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ECONIS (ZBW)
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1
Understanding the role of frontline employee felt obligation in services
Malhotra, Neeru
;
Ashill, Nicholas
;
Lages, Cristiana R.
; …
- In:
The service industries journal
42
(
2022
)
11/12
,
pp. 843-871
Persistent link: https://www.econbiz.de/10013362154
Saved in:
2
When AI-based services fail : examining the effect of the self-AI connection on willingness to share negative word-of-mouth after service failures
Huang, Bo
;
Philp, Matthew
- In:
The service industries journal
41
(
2021
)
13/14
,
pp. 877-899
Persistent link: https://www.econbiz.de/10012695297
Saved in:
3
The importance of perceived fairness in product customization settings
Scholl-Grissemann, Ursula
;
Sauer, Nicola E.
;
Teichmann, …
- In:
The service industries journal
42
(
2022
)
11/12
,
pp. 823-842
Persistent link: https://www.econbiz.de/10013362153
Saved in:
4
Trust fall : data breach perceptions from loyalty and non-loyalty customers
Chen, Hsiangting Shatina
;
Jai, Tun-Min
- In:
The service industries journal
41
(
2021
)
13/14
,
pp. 947-963
Persistent link: https://www.econbiz.de/10012695300
Saved in:
5
Matching service failures and recovery options toward satisfaction
Cantor, Victor John M.
;
Li, Richard C.
- In:
The service industries journal
39
(
2019
)
13/14
,
pp. 901-924
Persistent link: https://www.econbiz.de/10012205901
Saved in:
6
Using social exchange perspective to explain customer voluntary performance behavior
Dai, You-De
;
Liu, Ying-Chan
;
Zhuang, Wen-Long
;
Wang, …
- In:
The service industries journal
43
(
2023
)
9/10
,
pp. 764-784
Persistent link: https://www.econbiz.de/10014321623
Saved in:
7
Interaction between functional and relational service quality : hierarchy vs. compensation
Martínez-Tur, Vicente
;
Estreder, Yolanda
;
Tomás, Inés
; …
- In:
The service industries journal
43
(
2023
)
1/2
,
pp. 85-103
Persistent link: https://www.econbiz.de/10013540913
Saved in:
8
The impacts of complaint efforts on customer satisfaction and loyalty
Cai, Ruiying
;
Chi, Christina Geng-Qing
- In:
The service industries journal
38
(
2018
)
15/16
,
pp. 1095-1115
Persistent link: https://www.econbiz.de/10011977443
Saved in:
9
Determining customer satisfaction and loyalty from a value co-creation perspective
Woratschek, Herbert
;
Horbel, Chris
;
Popp, Bastian
- In:
The service industries journal
40
(
2020
)
11/12
,
pp. 777-799
Persistent link: https://www.econbiz.de/10012260352
Saved in:
10
Quality function deployment in failure recovery and prevention
Chen, Hsi-Tien
- In:
The service industries journal
36
(
2016
)
13/14
,
pp. 615-637
Persistent link: https://www.econbiz.de/10011655406
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