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~isPartOf:"The journal of services marketing"
~source:"econis"
~subject:"Dienstleistungsqualität"
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Dienstleistungsqualität
Consumer behaviour
259
Konsumentenverhalten
259
Beziehungsmarketing
116
Relationship marketing
116
Service quality
106
Customer satisfaction
101
Kundenzufriedenheit
101
Customer service
35
Kundenservice
35
Emotion
31
Dienstleistungssektor
29
Service industry
29
Customer experience
21
Einzelhandel
21
Retail trade
21
Beschwerdemanagement
20
Complaint management
20
Viral marketing
20
Virales Marketing
20
Online retailing
19
Online-Handel
19
Satisfaction
17
Services
17
Social Web
17
Social web
17
USA
17
United States
17
Brand management
16
Dienstleistung
16
Markenführung
16
Customer engagement
14
Customer integration
14
Kundenintegration
14
Servicescape
13
Brand image
12
Corporate Social Responsibility
12
Corporate social responsibility
12
Loyalty
12
Markenimage
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Sharma, Piyush
5
Klaus, Philipp
4
Mattila, Anna S.
3
Basso, Kenny
2
Benoit, Sabine
2
Bruce, Helen L.
2
Carlson, Jamie
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Choi, Beom Joon
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Luk, Sherriff T. K.
2
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2
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2
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2
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2
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2
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2
Tram-Anh Ngoc Pham
2
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2
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1
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1
Aksoy, Lerzan
1
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1
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The journal of services marketing
Journal of retailing and consumer services
230
International journal of hospitality management
193
Journal of business research : JBR
111
Journal of hospitality marketing & management
77
International journal of contemporary hospitality management
76
Journal of travel and tourism marketing
64
Services marketing quarterly
64
The service industries journal
62
Journal of service research : JSR
47
Cogent business & management
45
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
40
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
38
Service business
36
Journal of service management
32
Asia Pacific journal of marketing and logistics
31
Tourism management : research, policies, practice
30
The international journal of bank marketing : IJBM
29
International journal of quality and service sciences
28
Journal of air transport management
27
International journal of services and operations management
26
Psychology & marketing
26
International journal of services, economics and management
25
The TQM journal : the international review of organizational improvement
24
European journal of marketing : EJM
22
International journal of electronic marketing and retailing : IJEMR
22
Journal of retailing
22
Journal of service research
22
Total quality management & business excellence
22
Journal of the Academy of Marketing Science
21
Information & management : the internat. journal of management processes and systems ; journal of IFIP Users Group
20
International journal of quality & reliability management
20
Journal of global scholars of marketing science : bridging Asia and the world ; JGSMS
20
Journal of internet commerce
20
Journal of strategic marketing
20
Managing service quality : MSQ ; an international journal
20
Journal of Asian finance, economics and business : JAFEB
19
International journal of business information systems : IJBIS
18
International journal of retail and distribution management
18
Journal of hospitality and tourism insights
18
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ECONIS (ZBW)
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61
Does anthropomorphism influence customers' switching intentions in the self-service technology failure context?
Fan, Alei
;
Wu, Luorong
;
Mattila, Anna S.
- In:
The journal of services marketing
30
(
2016
)
7
,
pp. 713-723
Persistent link: https://www.econbiz.de/10011590916
Saved in:
62
Restaurant tipping and customers' susceptibility to emotional contagion
Koku, Paul Sergius
;
Savas, Selen
- In:
The journal of services marketing
30
(
2016
)
7
,
pp. 762-772
Persistent link: https://www.econbiz.de/10011590922
Saved in:
63
Retrospective: compatibility management : customer-to-customer relationships in service environments
Martin, Charles L.
- In:
The journal of services marketing
30
(
2016
)
1
,
pp. 11-15
Persistent link: https://www.econbiz.de/10011445595
Saved in:
64
A re-examination of service standardization versus customization from the consumer's perspective
Ding, Ying
;
Keh, Hean Tat
- In:
The journal of services marketing
30
(
2016
)
1
,
pp. 16-28
Persistent link: https://www.econbiz.de/10011445604
Saved in:
65
Examining customer evaluations across different self-service technologies
Robertson, Nichola
;
McDonald, Heath
;
Leckie, Civilai
; …
- In:
The journal of services marketing
30
(
2016
)
1
,
pp. 88-102
Persistent link: https://www.econbiz.de/10011445689
Saved in:
66
Retrospective: why do customers switch? : the dynamics of satisfaction versus loyalty
Mittal, Banwari
- In:
The journal of services marketing
30
(
2016
)
6
,
pp. 569-575
Persistent link: https://www.econbiz.de/10011634990
Saved in:
67
The influence of a "green" loyalty program on service encounter satisfaction
Liu, Qing
;
Mattila, Anna S.
- In:
The journal of services marketing
30
(
2016
)
6
,
pp. 576-585
Persistent link: https://www.econbiz.de/10011635004
Saved in:
68
Attribution of success and failure in intercultural service encounters : the moderating role of personal cultural orientations
Tam, Jackie L. M.
;
Sharma, Piyush
;
Kim, Namwoon
- In:
The journal of services marketing
30
(
2016
)
6
,
pp. 643-658
Persistent link: https://www.econbiz.de/10011635055
Saved in:
69
Fresh perspectives on customer experience
McColl-Kennedy, Janet R.
;
Gustafsson, Anders
;
Jaakkola, …
- In:
The journal of services marketing
29
(
2015
)
6/7
,
pp. 430-435
Persistent link: https://www.econbiz.de/10011418250
Saved in:
70
Relative measures in service research
Aksoy, Lerzan
;
Hogreve, Jens
;
Lariviere, Bart
; …
- In:
The journal of services marketing
29
(
2015
)
6/7
,
pp. 448-452
Persistent link: https://www.econbiz.de/10011418336
Saved in:
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