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~person:"Edvardsson, Bo"
~person:"Quach, Sara"
~subject:"Beschwerdemanagement"
~subject:"Beziehungsmarketing"
~subject:"Service industry"
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Search: subject_exact:"Servicequalität"
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Beschwerdemanagement
Beziehungsmarketing
Service industry
Dienstleistungsqualität
37
Service quality
37
Customer satisfaction
19
Kundenzufriedenheit
19
Relationship marketing
18
Consumer behaviour
15
Konsumentenverhalten
15
Complaint management
8
Customer service
7
Kundenservice
7
Betriebliche Wertschöpfung
5
Dienstleistung
5
Schweden
5
Services
5
Sweden
5
Value creation
5
Customer integration
4
Dienstleistungssektor
4
Digitale Dienste
4
Kundenintegration
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Customer experience
3
Emotion
3
Gastronomie
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Internet
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Restaurant industry
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Service-Dominant Logic
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Service-dominant logic
3
Telecommunications industry
3
Telekommunikationssektor
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Customer value
2
Dienstleistungsinnovation
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Dienstleistungsmanagement
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Einzelhandel
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Forschung
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English
26
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Edvardsson, Bo
Quach, Sara
Mattila, Anna S.
29
Bruhn, Manfred
21
Prentice, Catherine
21
McColl-Kennedy, Janet R.
19
Han, Heesup
18
Gong, Taeshik
14
Patterson, Paul G.
14
Grégoire, Yany
13
Klaus, Philipp
13
Balaji, M. S.
12
Gil Saura, Irene
12
Gustafsson, Anders
12
Jang, Soocheong
12
Prybutok, Victor R.
11
Rahman, Zillur
11
Sreejesh, S.
11
Hollebeek, Linda D.
10
Witell, Lars
10
Hyun, Sunghyup Sean
9
Park, Jungkun
9
Qu, Hailin
9
Sharma, Piyush
9
Usman, Osly
9
Van Vaerenbergh, Yves
9
Bolton, Ruth N.
8
Brady, Michael K.
8
Guchait, Priyanko
8
Hammerschmidt, Maik
8
Izogo, Ernest Emeka
8
Marimon, Frederic
8
Rather, Raouf Ahmad
8
Ringle, Christian M.
8
Ro, Heejung
8
Stauss, Bernd
8
Svensson, Göran
8
Tronvoll, Bård
8
Wirtz, Jochen
8
Wong, IpKin Anthony
8
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Journal of service management
4
Journal of retailing and consumer services
3
Asia Pacific journal of marketing and logistics
2
Managing service quality : MSQ ; an international journal
2
Services marketing quarterly
2
The journal of services marketing
2
International journal of quality and service sciences
1
Journal of business research : JBR
1
Journal of consumer behaviour
1
Journal of global scholars of marketing science : bridging Asia and the world ; JGSMS
1
Journal of relationship marketing : innovations & enhancements for customer service, relations & satisfaction
1
Journal of service research
1
Marketing letters : a journal of research in marketing
1
Service Excellence als Impulsgeber : Strategien - Management - Innovationen - Branchen ; Bernd Stauss zum 60. Geburtstag
1
Service quality and management
1
The service industries journal
1
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
1
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ECONIS (ZBW)
26
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1
Money for nothing : the impact of compensation on customers' bad-mouthing in service recovery encounters
Arsenovic, Jasenko
;
Edvardsson, Bo
;
Otterbring, Tobias
; …
- In:
Marketing letters : a journal of research in marketing
34
(
2023
)
1
,
pp. 69-82
Persistent link: https://www.econbiz.de/10014265992
Saved in:
2
Service ecosystem design : propositions, process model, and future research agenda
Vink, Josina
;
Koskela-Huotari, Kaisa
;
Tronvoll, Bård
; …
- In:
Journal of service research
24
(
2021
)
2
,
pp. 168-186
Persistent link: https://www.econbiz.de/10012522519
Saved in:
3
Learning from the pioneering founders of the service research field
Bowen, David E.
;
Fisk, Raymond P.
;
Bateson, John E. G.
; …
- In:
Journal of service management
34
(
2023
)
4
,
pp. 605-630
Persistent link: https://www.econbiz.de/10014338196
Saved in:
4
Relationship outcomes following a service failure : the role of agent likability
Radu, Alexandru
;
Quach, Sara
;
Thaichon, Park
; …
- In:
Asia Pacific journal of marketing and logistics
35
(
2023
)
2
,
pp. 364-379
Persistent link: https://www.econbiz.de/10013553058
Saved in:
5
Service integration in omnichannel retailing and its impact on customer experience
Quach, Sara
;
Barari, Mojtaba
;
Moudrý, Dann Vit
;
Quach, Ken
- In:
Journal of retailing and consumer services
65
(
2022
),
pp. 1-9
Persistent link: https://www.econbiz.de/10013169715
Saved in:
6
The effect of AI quality on customer experience and brand relationship
Nguyen Tuyet-Mai
;
Quach, Sara
;
Patamaporn Thaichon
- In:
Journal of consumer behaviour
21
(
2022
)
3
,
pp. 481-493
Persistent link: https://www.econbiz.de/10013275503
Saved in:
7
Justice (is not the same) for all : the role of relationship activity for post-recovery outcomes
Arsenovic, Jasenko
;
De Keyser, Arne
;
Edvardsson, Bo
; …
- In:
Journal of business research : JBR
134
(
2021
),
pp. 342-351
Persistent link: https://www.econbiz.de/10012643777
Saved in:
8
Managing customer switching behavior in the banking industry
Thaichon, Park
;
Quach, Sara
;
Bavalur, Amulya Sai
;
Nair, …
- In:
Services marketing quarterly
38
(
2017
)
3
,
pp. 142-154
Persistent link: https://www.econbiz.de/10011756714
Saved in:
9
Determinants of services co-creation with business customers
Jouny-Rivier, Elodie
;
Reynoso, Javier
;
Edvardsson, Bo
- In:
The journal of services marketing
31
(
2017
)
2
,
pp. 85-103
Persistent link: https://www.econbiz.de/10011654583
Saved in:
10
Linking service design to value creation and service research
Andreassen, Tor Wallin
;
Kristensson, Per
;
Lervik-Olsen, Line
- In:
Journal of service management
27
(
2016
)
1
,
pp. 21-29
Persistent link: https://www.econbiz.de/10011482091
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