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~isPartOf:"Total quality management & business excellence : an official journal of the European Society for Organisational Excellence"
~subject:"Beziehungsmarketing"
~subject:"Relationship marketing"
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Beziehungsmarketing
Relationship marketing
Customer service
11
Kundenservice
11
Customer satisfaction
8
Dienstleistungsqualität
8
Kundenzufriedenheit
8
Service quality
8
Consumer behaviour
5
Konsumentenverhalten
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Quality management
3
Qualitätsmanagement
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customer satisfaction
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Body Shop International <Littlehampton>
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Hennes & Mauritz
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Hong Kong
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IKEA of Sweden <Älmhult>
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Bahar, Reyhan
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Barai, Parama
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Casadesús, Martí
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Chowdhury, Utpal Kumar
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Datta, Biplab
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Dey, Soma
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Edvardsson, Bo
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Enquist, Bo
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Ghosh, Sanjukta
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Izvercian, Monica
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Koc, Erdogan
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Petnji Yaya, Luc Honore
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Potra, Sabina Alina
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Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
The journal of services marketing
39
Journal of retailing and consumer services
35
Journal of business research : JBR
32
International journal of hospitality management
30
The service industries journal
16
Journal of service research : JSR
15
Journal of service research
14
SpringerLink / Bücher
12
International journal of contemporary hospitality management
10
Journal of service theory and practice
10
Journal of service theory and practice : JSTP
10
Managing service quality : MSQ ; an international journal
9
Services marketing quarterly
9
International journal of business and economics
8
Journal of marketing
8
Journal of the Academy of Marketing Science
8
Service business
8
International journal of services and operations management
7
Journal of retailing
7
Gabler Edition Wissenschaft
6
Journal of hospitality marketing & management
6
Journal of service management
6
Psychology & marketing
6
European journal of marketing
5
European journal of marketing : EJM
5
International journal of consumer studies
5
International journal of operations & production management : IJOPM ; the official journal of the European Operations Management Association, EUROMA
5
International journal of quality and service sciences
5
International journal of services and standards
5
Journal of travel and tourism marketing
5
Manufacturing & service operations management : M & SOM
5
Marketing : ZFP ; journal of research and management
5
The TQM journal : the international review of organizational improvement
5
Business horizons
4
Business process management journal
4
Europäische Hochschulschriften / 5
4
Harvard-Business-Manager : das Wissen der Besten
4
Industrial marketing management : the international journal for industrial and high-tech firms
4
International journal of services, economics and management
4
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ECONIS (ZBW)
6
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1
The influence of customer participation on service failure perceptions
Koc, Erdogan
;
Ulukoy, Metin
;
Kilic, Recep
;
Yumusak, Sedat
; …
- In:
Total quality management & business excellence : an …
28
(
2017
)
3/4
,
pp. 390-404
Persistent link: https://www.econbiz.de/10011723681
Saved in:
2
A study on the antecedents and consequences of customer delight
Dey, Soma
;
Ghosh, Sanjukta
;
Datta, Biplab
;
Barai, Parama
- In:
Total quality management & business excellence : an …
28
(
2017
)
1/2
,
pp. 47-61
Persistent link: https://www.econbiz.de/10011729369
Saved in:
3
The HWWP, a refined IVA-Kano model for designing new delightful products or services
Potra, Sabina Alina
;
Izvercian, Monica
;
Pugna, Adrian Pavel
- In:
Total quality management & business excellence : an …
28
(
2017
)
1/2
,
pp. 104-117
Persistent link: https://www.econbiz.de/10011730228
Saved in:
4
The contest determinant of delight and disappointment : a case study of online banking
Petnji Yaya, Luc Honore
;
Marimon, Frederic
;
Casadesús, …
- In:
Total quality management & business excellence : an …
24
(
2013
)
12
,
pp. 1376-1389
Persistent link: https://www.econbiz.de/10010208024
Saved in:
5
The service excellence and innovation model : lessons from IKEA and other service frontiers
Edvardsson, Bo
;
Enquist, Bo
- In:
Total quality management & business excellence : an …
22
(
2011
)
5
,
pp. 535-551
Persistent link: https://www.econbiz.de/10009243166
Saved in:
6
Delighting customers : an exploration into the discriminating factors
Chowdhury, Utpal Kumar
- In:
Total quality management & business excellence : an …
20
(
2009
)
1/2
,
pp. 253-266
Persistent link: https://www.econbiz.de/10003859054
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