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~isPartOf:"Psychology & marketing"
~subject:"Dienstleistungsqualität"
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Dienstleistungsqualität
Beziehungsmarketing
99
Relationship marketing
99
Consumer behaviour
87
Konsumentenverhalten
87
Customer satisfaction
32
Kundenzufriedenheit
32
Brand management
27
Markenführung
27
Brand image
23
Markenimage
23
Brand
18
Markenartikel
18
Service quality
18
Social Web
12
Social web
12
Emotion
10
Einzelhandel
9
Retail trade
9
USA
8
United States
8
Online retailing
7
Online-Handel
7
Personality psychology
7
Persönlichkeitspsychologie
7
Viral marketing
7
Virales Marketing
7
brand loyalty
7
customer experience
7
Beschwerdemanagement
6
Complaint management
6
Confidence
6
Customer service
6
Experiment
6
Kundenservice
6
Satisfaction
6
Vertrauen
6
Zufriedenheit
6
customer engagement
6
Artificial intelligence
5
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Undetermined
9
Free
6
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Article
18
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18
Aufsatz in Zeitschrift
18
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English
18
Author
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Walsh, Gianfranco
2
Yi, Youjae
2
Ates, Zelal
1
Becker, Marc
1
Blaurock, Marah
1
Blut, Markus
1
Büttgen, Marion
1
Choi, Beom Joon
1
Chow, Cheris W. C.
1
Cossío-Silva, Francisco-José
1
Cusin, Julien
1
Fam, Kim Shyan
1
Flacandji, Michaël
1
Garbas, Janina
1
Gong, Taeshik
1
Groth, Markus
1
Hassan, Louise
1
Heinonen, Kristina
1
Hennig-Thurau, Thorsten
1
Holz, Heiko F.
1
Hu, Han-Fen
1
Huang, Jiexian
1
Jiang, Yuwei
1
Johnson, Samuel
1
Kim, Hyun Sik
1
Krishen, Anjala S.
1
La, Suna
1
Lee, Jun Youb
1
Lipkin, Michaela
1
Lu, Chaoren
1
Luk, Chung-leung
1
Lunardo, Renaud
1
MacQuilken, Lisa
1
Nguyen, Helena
1
Nieto-García, Marta
1
Otterbring, Tobias
1
Paluch, Stefanie
1
Park, Jihye
1
Pino, Giovanni
1
Revilla Camacho, Maria Angeles
1
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Psychology & marketing
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
Services marketing quarterly
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)
18
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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
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:
4
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:
5
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:
6
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:
7
The influence of frontline employee self-disclosure about products in a retail store on customer trust in the retailer in the context of service encounters
Park, Jihye
;
Yi, Youjae
- In:
Psychology & marketing
40
(
2023
)
7
,
pp. 1417-1430
Persistent link: https://www.econbiz.de/10014291940
Saved in:
8
Consumer cynicism in service failures
Tran, Hai-Anh
;
Strizhakova, Yuliya
;
Usrey, Bryan
; …
- In:
Psychology & marketing
39
(
2022
)
2
,
pp. 346-359
Persistent link: https://www.econbiz.de/10012796107
Saved in:
9
"My place is your place" : understanding how psychological ownership influences peer-to-peer service experiences
Pino, Giovanni
;
Nieto-García, Marta
;
Zhang, Carol Xiaoyue
- In:
Psychology & marketing
39
(
2022
)
2
,
pp. 390-401
Persistent link: https://www.econbiz.de/10012796112
Saved in:
10
Mitigating the negative effects of service failure through customer identification
Song, Jiaqi
;
Huang, Jiexian
;
Jiang, Yuwei
- In:
Psychology & marketing
39
(
2022
)
4
,
pp. 715-725
Persistent link: https://www.econbiz.de/10013165429
Saved in:
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