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~isPartOf:"Psychology & marketing"
~isPartOf:"Services marketing quarterly"
~subject:"Dienstleistungsqualität"
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Dienstleistungsqualität
Beziehungsmarketing
189
Relationship marketing
189
Consumer behaviour
140
Konsumentenverhalten
140
Customer satisfaction
77
Kundenzufriedenheit
77
Service quality
69
Brand management
34
Markenführung
34
Brand image
29
Markenimage
29
Brand
22
Markenartikel
22
USA
21
United States
21
Einzelhandel
17
Retail trade
17
Emotion
16
Social Web
16
Social web
16
Beschwerdemanagement
15
Complaint management
15
Customer service
15
Kundenservice
15
Confidence
14
Vertrauen
14
Lieferantenmanagement
13
Supplier relationship management
13
loyalty
13
satisfaction
13
Dienstleistungssektor
12
Service industry
12
Viral marketing
12
Virales Marketing
12
customer satisfaction
12
Customer integration
11
Kundenintegration
11
customer loyalty
10
Dienstleistungsmarketing
9
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Undetermined
36
Free
8
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Article
69
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69
Aufsatz in Zeitschrift
69
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English
69
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Choi, Beom Joon
3
Greene, Henry
2
Kim, Hyun Sik
2
Mattila, Anna S.
2
Prentice, Catherine
2
Quach, Sara
2
Rho, Taeseok
2
Shin, Hyunju
2
Suh, Munshik
2
Walsh, Gianfranco
2
Yi, Youjae
2
Adjei, Mavis T.
1
Aggarwal, Praveen
1
Arrivabene, Lorena Silva
1
Ates, Zelal
1
Banerjee, Shubhomoy
1
Basu, Amiya K.
1
Bavalur, Amulya Sai
1
Becker, Marc
1
Bernacchi, Michael
1
Birch, Nancy J.
1
Black, Gregory S.
1
Blaurock, Marah
1
Blut, Markus
1
Bosma, Maarten
1
Büttgen, Marion
1
Campos, Pimenta, Marco Tulio
1
Carter, Leanne
1
Casidy, Riza
1
Chamorro, Antonio
1
Chang, Shu-yu
1
Chow, Cheris W. C.
1
Chowdhury, Fairuz
1
Clark, Melissa N.
1
Clouse, Shawn F.
1
Codá, Renato Calhau
1
Cossío-Silva, Francisco-José
1
Culver, Jeffrey N.
1
Curry, Neil
1
Cusin, Julien
1
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Psychology & marketing
Services marketing quarterly
Journal of retailing and consumer services
191
International journal of hospitality management
131
Journal of business research : JBR
106
The journal of services marketing
103
The service industries journal
79
Journal of hospitality marketing & management
68
International journal of contemporary hospitality management
57
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
56
Journal of travel and tourism marketing
55
Journal of service research : JSR
51
Service business
44
Journal of service management
42
Cogent business & management
34
The TQM journal : the international review of organizational improvement
32
Tourism management : research, policies, practice
32
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
31
International journal of quality and service sciences
27
Journal of service research
27
Journal of strategic marketing
27
Asia Pacific journal of marketing and logistics
25
Industrial marketing management : the international journal for industrial and high-tech firms
25
The international journal of bank marketing : IJBM
25
International journal of services and operations management
24
Journal of air transport management
22
Journal of the Academy of Marketing Science
22
Managing service quality : MSQ ; an international journal
22
International journal of quality & reliability management
21
International journal of services, economics and management
21
Marketing intelligence & planning
21
Total quality management & business excellence
21
International journal of electronic customer relationship management : IJECRM
18
International journal of productivity and quality management : IJPQM
18
Journal of service theory and practice : JSTP
17
European journal of marketing : EJM
16
Journal of marketing
16
Journal of relationship marketing : innovations and enhancements for customer service, relations, and satisfaction
16
Journal of Asian finance, economics and business : JAFEB
15
Journal of global scholars of marketing science : bridging Asia and the world ; JGSMS
15
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ECONIS (ZBW)
69
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69
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1
Eliminating customer
experience
pain points in complex customer journeys through smart service solutions
Holz, Heiko F.
;
Becker, Marc
;
Blut, Markus
;
Paluch, Stefanie
- In:
Psychology & marketing
41
(
2024
)
3
,
pp. 592-609
Persistent link: https://www.econbiz.de/10014467620
Saved in:
2
Ordinary customer
experience
: conceptualization, characterization, and implications
Heinonen, Kristina
;
Lipkin, Michaela
- In:
Psychology & marketing
40
(
2023
)
9
,
pp. 1720-1736
Persistent link: https://www.econbiz.de/10014338320
Saved in:
3
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:
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
When and why signaling frontline employee inexperience can prove to be an asset : effects on consumer forgiveness for service failure
Flacandji, Michaël
;
Cusin, Julien
;
Lunardo, Renaud
- In:
Psychology & marketing
40
(
2023
)
12
,
pp. 2728-2742
Persistent link: https://www.econbiz.de/10014432547
Saved in:
6
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:
7
The customer is often wrong : investigating the influence of customer failures and apologies on frontline service employee well-being
Robertson, Nichola
;
Rotman, Jeffrey
;
MacQuilken, Lisa
; …
- In:
Psychology & marketing
40
(
2023
)
4
,
pp. 825-844
Persistent link: https://www.econbiz.de/10014290864
Saved in:
8
How can customers cope with cognitive demands of professional services? : the role of employee coping support
Garbas, Janina
;
Blaurock, Marah
;
Büttgen, Marion
; …
- In:
Psychology & marketing
40
(
2023
)
5
,
pp. 867-887
Persistent link: https://www.econbiz.de/10014290866
Saved in:
9
Digital presence in service recovery : the interactive effect of customer salutations and employee photographs in email signatures
Walsh, Gianfranco
;
Shiu, Edward
;
Schaarschmidt, Mario
; …
- In:
Psychology & marketing
39
(
2022
)
12
,
pp. 2361-2383
Persistent link: https://www.econbiz.de/10013465198
Saved in:
10
Interactive value formation : exploring the literature on dark side of the service
experience
from the perspective of value co-destruction (VCD)
Codá, Renato Calhau
;
Farias, Josivania Silva
- In:
Services marketing quarterly
43
(
2022
)
4
,
pp. 520-540
Persistent link: https://www.econbiz.de/10013416997
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