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~person:"Galetzka, Mirjam"
~person:"He, Zhen"
~person:"Lyu, Yijing"
~subject:"Dienstleistungsqualität"
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Search: subject_exact:"KPI (Key performance indicator)"
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Dienstleistungsqualität
Performance measurement
7
Performance-Messung
7
Service quality
7
Measurement
4
Messung
4
Customer service
3
Kundenservice
3
Customer satisfaction
2
Hospital
2
Hotel industry
2
Hotellerie
2
Krankenhaus
2
Kundenzufriedenheit
2
Proactive customer service performance
2
Scale development
2
Scale validation
2
Abusive supervision
1
Arbeitsverhalten
1
Beziehungsmarketing
1
Cleanliness
1
Collectivism
1
Consumer behaviour
1
Dienstleistungssektor
1
Emotion
1
Emotional exhaustion
1
Experience
1
Familie
1
Familienunternehmen
1
Family
1
Family business
1
Family centrality
1
Family ostracism
1
Firm performance
1
Hospitality
1
Human Resource Management
1
Konsumentenverhalten
1
Leistungsmotivation
1
Organizational identification
1
Perception
1
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English
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Galetzka, Mirjam
He, Zhen
Lyu, Yijing
Shahin, Arash
6
Ukko, Juhani
6
Park, Sang-June
4
Pekkola, Sanna
4
Asif, Muhammad
3
Dabestani, Reza
3
Saunila, Minna
3
Shirouyehzad, Hadi
3
Ye, Yijiao
3
Yi, Youjae
3
Zhou, Xing
3
Ahmed, Zahir
2
Amado, Carla A. F.
2
Arulraj, A.
2
Aryee, Samuel
2
Bachrach, Daniel G.
2
Bastl, Marko
2
Burgess, James Francis
2
Chua, Chew Lian
2
Dun, Zanna van
2
Franceschini, Fiorenzo
2
Gupta, Piyush
2
Ha Nam Khanh, Giao
2
Henseler, Jörg
2
Hitchcock, Michael
2
Johnson, Mark
2
Jolly, Phillip M.
2
Jones, Howard
2
Karatzas, Antonios
2
Kashif Hussain
2
Knechel, W. Robert
2
Kwan, Ho Kwong
2
Ladhari, Riadh
2
Lai, Ivan K. W.
2
Li, Weiwen
2
Liu, Yi-de
2
Martinez, Jose Vicente
2
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International journal of hospitality management
2
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
2
Asia Pacific journal of management
1
Cornell hospitality quarterly : CQ
1
International journal of contemporary hospitality management
1
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ECONIS (ZBW)
7
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1
Family ostracism and proactive customer service performance : an explanation from conservation of resources theory
Ye, Yijiao
;
Zhu, Hong
;
Chen, Yuanyi
;
Kwan, Ho Kwong
; …
- In:
Asia Pacific journal of management
38
(
2021
)
2
,
pp. 645-667
Persistent link: https://www.econbiz.de/10012542628
Saved in:
2
Measuring perceived cleanliness in service environments : scale development and validation
Vos, Martijn C.
;
Galetzka, Mirjam
;
Mobach, Mark P.
; …
- In:
International journal of hospitality management
83
(
2019
),
pp. 11-18
Persistent link: https://www.econbiz.de/10012121900
Saved in:
3
Measuring service quality in telematics service : development and validation of multidimensional TeleServQ scale
He, Zhen
;
Yang, Xiaoxi
;
Wang, Weicheng
;
Zhang, Min
- In:
Total quality management & business excellence : an …
28
(
2017
)
10
,
pp. 1166-1182
Persistent link: https://www.econbiz.de/10011778137
Saved in:
4
The impact of high-commitment HR practices on hotel employees' proactive customer service performance
Chen, Mengyuan
;
Lyu, Yijing
;
Li, Yan
;
Zhou, Xing
;
Li, Weiwen
- In:
Cornell hospitality quarterly : CQ
58
(
2017
)
1
,
pp. 94-107
Persistent link: https://www.econbiz.de/10011638667
Saved in:
5
Measuring the experience of hospitality : scale development and validation
Pijls, Ruth
;
Groen, Brenda H.
;
Galetzka, Mirjam
;
Pruyn, Ad
- In:
International journal of hospitality management
67
(
2017
),
pp. 125-133
Persistent link: https://www.econbiz.de/10011785179
Saved in:
6
The impact of abusive supervision on service employees' proactive customer service performance in the hotel industry
Lyu, Yijing
;
Zhou, Xing
;
Li, Weiwen
;
Wan, Junbao
;
Zhang, Jie
- In:
International journal of contemporary hospitality management
28
(
2016
)
9
,
pp. 1992-2012
Persistent link: https://www.econbiz.de/10011624205
Saved in:
7
Development and validation of a measurement instrument for assessing quality management practices in hospitals : an exploratory study
Xiong, Jingjing
;
He, Zhen
;
Ke, Ben
;
Zhang, Min
- In:
Total quality management & business excellence : an …
27
(
2016
)
5/6
,
pp. 465-478
Persistent link: https://www.econbiz.de/10011579814
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